Curtis Baugh - Resume

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CURTIS BAUGH
Columbia, Maryland
cjbaugh36@yahoo.com  (443)545-4780
http://www.linkedin.com/in/curtisbaugh
RELATIONSHIP MANAGEMENT
Client Satisfaction  Account Retention
Relationship Manager with experience enhancing relationships with strategic clients. Track record of exceeding account
retention objectives. History of helping clients overcome business challenges and resolve issues with professional diplomacy
and perseverance.
CORE COMPETENCIES
 Retention / Renewal
 Client Advocate
 Issue Resolution
 Client Training & Buy-in Strategy
 Project Management
 Team Mentoring & Coaching
PROFESSIONAL EXPERIENC E
ConnectYourCare – Hunt Valley, MD
Relationship Manager 08/2015 to Present
Responsible for overall strategic relationship with larger employer and partner clients. Work in partnership with clients to
identify opportunities to enhance the services being delivered to employers and participants. Additionally provide operational
service support including Quarterly Program Review and Performance Guarantee reporting, issue escalation, and other activities
as needed to ensure company exceeds the service expectation of our clients.
Client Services Manager 2013 to 2014
Responsible for daily operational support and relationship management of assigned accounts. Serve as client advocate and
escalation resource to ensure timely resolution of issues. Manage all client projects including annual implementation of Health
Savings (HSA) and Flexible Savings Accounts (FSA). Accountable for securing client renewals and identifying growth
opportunities.
Inovalon – Bowie, MD 12/2014 to 08/2015
Client Services Manager
Manage the end to end client relationship, spanning delivery and support of all products and services for Inovalon’s largest
client. Receive and respond to client requests on a timely basis, serving as the liaison between clients and Inovalon teams to
ensure products and services are delivered timely, in compliance with commitments, and in manners that delight clients.
WealthEngine – Bethesda, MD 2011 to 2012
Director – Client Services, Account Management, Custom Data Delivery
Managed firm’s Client Service, Account Management and Training teams. Responsible for overall client relationship
management including new client on-boarding, training, issue resolution, driving product usage, revenue retention, and add-on
revenue growth.
StarCompliance – Rockville, MD 2010 to 2011
Sr. Account Manager
Responsible for overall relationship management of firm’s strategic accounts. Proactively built business relationships with key
points of contact in the client’s senior management, compliance and technology groups. Developed account management plans
to ensure high level of retention as well as uncovering new business opportunities. Provided support to clients and solved their

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operational needs by educating them on new features or underutilized functionality. Solicit and communicate client feedback to
firm’s product management team for evaluation for software improvements and new product ideas. Key Achievements:
 Built and launched firm’s Account Management function
 Met annual client retention goal
THOMSON REUTERS 2009
Migration Training Consultant (Contract)
Responsible for delivery of workflow focused training to users migrating to Thomson Reuters Markets desktop solutions.
Training efforts designed to maximize end-user adoption and productivity.
BRAND INFORMATICS – Rockville, MD 2008
Account Manager
Led efforts to build an effective account management role for start-up enterprise with focus on retaining and expanding key
accounts. Identified opportunities for business growth and/or product up-selling. Presented new business opportunities to
clientele. Trained end-users on web-based tools and services. Identified problems and promoted positive resolutions. Key
Achievements:
 Spearheaded design and integration of client on-boarding process, including new client orientation, product / service
delivery plan, client training protocols, and issue escalation process.
SCIVANTAGE – Jersey City, NJ 2007 to 2008
Senior Account Manager
Drove retention and revenue growth with assigned client base. Consulted with accounts on cost cuts, productivity increases, and
customer relations enhancements through Web-based solutions. Served as client advocate, promoting rapid issue resolution and
product / service enhancements. Scheduled recurring customer check-in calls, addressing service and product issues. Presented
new products / services to clients. Advised management of criticalaccount updates.
Key Achievements:
 Achieved 100% client retention through ambitious relationship-building skills.
THOMSON FINANCIAL – Rockville, MD 1997 – 2007
Relationship Manager / Global Sales, Marketing and Services (2004 to 2007)
Responsible for overall client relationship management with assigned financial services clients. Performed client needs-
assessment and presented recommendations to achieve workflow goals. Partnered with sales executive to identify and secure
additional revenue opportunities. Served as client advocate; coordinated internal department resources to resolve major client
issues. Provided clients with a single point-of-escalation, ensuring timely issue resolution. Trained end-users to drive high
adoption rate and maximize value of contract services. Key Achievements:
 Exceeded client retention goals—capturing 93% annual retention totals.
Manager / Account Management, Banking & Brokerage Group
Directed 10 account managers in providing top-level relationship management for accounts in Southeast and Midwest
region. Recruited, trained, mentored, and supported team efforts, ensuring attainment of retention and revenue growth goals.
Key Achievement:
 Led team that exceeded annual retention goals by 10%
Vice President, Customer Management / Director, Account Management, Wealth Mgmt. Group
Supervised efforts of 7 account managers and 8 customer service associates. Evaluated client needs and introduced
strategies to increase satisfaction and retention. Managed key account retention totals increasing account penetration efforts
and expanding revenue totals. Key Achievements:
 Exceeded Multiple goals, including client retention, contract renewal, and departmental expense targets
 Launched numerous customer-focused initiatives resulting in improved customer service ratings
 Implemented end-user training program focused on increasing adoption rate and maximizing user productivity
Educational Background
Bachelor of Arts in Economics  FRANKLIN AND MARSHALL COLLEGE – Lancaster, PA