Client Relationship Manager in NYC NY Resume Susan Chiarulli by SusanChiarulli


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									                                       Susan R. Chiarulli
                                           Summit, NJ 07901

                                     PROFESSIONAL SUMMARY

Retirement plan professional with extensive consulting and client relationship management experience,
sales, product management and staff management expertise. Proven results establishing, growing, and
maintaining strong client relationships through consultative strategic planning and effective service
delivery management. Expertise in all aspects of defined contribution, defined benefit, non-qualified
deferred compensation and tax deferred annuity retirement programs. Recognized for designing and
leading successful execution of new products. Demonstrated ability to use interpersonal and
communication skills building successful strategic relationships and creating working partnerships.
FINRA Series 7 and 63, and NY Life, Accident and Health licenses.

                                   PROFESSIONAL EXPERIENCE

TIAA-CREF Financial Services                                                               2011 – Present
Director, Institutional Product Marketing
     Consultant focusing on information delivery and plan reporting services.
     Developing a client need and competitive framework to help refine the roadmap for TIAA-CREF’s
        information delivery offerings, including plan sponsor tools: Plan Review, Plan Dashboard,
        financial reporting, and reporting on the web.

Cammack LaRhette Consulting                                                                  2008 – 2011
Consultant/Relationship Manager
    Delivered defined contribution strategic consulting services for twelve of the firm's largest 403(b)
       clients (plan assets $36M to $926M). These clients represent 18% of the firm’s retirement
       consulting revenue.
    Provided consulting services: investment reviews, plan design and benchmarking, vendor
       performance and fee negotiations, investment policy statements, plan expenses, strategic initiatives,
       business plans, legislative/industry trends and employee communication/education.
    Conducted quarterly due diligence review meetings with client executives and investment and
       benefit committees.
    Consulted with clients to uncover critical business needs and propose solutions. Developed and
       monitored annual client business plans to prioritize and achieve client objectives, and provide early
       identification and mitigation of potential issues.
    Created Requests for Proposals (RFPs) with clear requirements, evaluated results, and
       recommended finalists which resulted in reduced costs and enhanced investment line-ups and
       vendor services.
    Effectively managed client relationships and expectations through dialogue and anticipating issues.
    Managed, developed and mentored team members.

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                                          Susan R. Chiarulli

Merrill Lynch, Pierce, Fenner & Smith, Inc.                                                  1997 – 2008
Vice President, Institutional Retirement Programs      (2007 - 2008)
    Product development and implementation manager for the Financial Consultation Service,
        an advice and planning tool designed for plan sponsors to offer to participants through their
        retirement program.
    Assessed business opportunities, responded to RFPs, developed sales presentations, defined and
        developed processes for ongoing administration and client reporting.
    Monitored industry trends, regulatory issues and the competitive landscape for workplace financial
        and retirement planning products to gauge state of the industry and market penetration.

Vice President, Defined Contribution Product Management           (2002 - 2006)
    Developed and evaluated product vision, strategies and led tactical development efforts to
        competitively position the defined contribution product in the marketplace. Managed financial
        contribution of the product.
    Developed and implemented key initiatives to maintain a competitive product: automatic
        enrollment, Roth 401(k), QDRO administration, beneficiary tracking and hardship qualification.
    Designed and developed plan sponsor reporting tools for easy access to plan activity: automated
        plan review and plan sponsor web reports.
    Created Ready Reference, an online reference tool which provided user friendly access to features
        and capabilities of the defined contribution product for sales and relationship managers.
    Achieved 27% higher ratings in the Chatham Study by redesigning and simplifying the plan
        sponsor on boarding process and experience.
    Evaluated new business exceptions and recommended business accommodations.
    Monitored and evaluated industry trends, regulatory changes, competitive landscape and
        incorporated the analysis into the product development strategy.
    Led the cross-functional data interface team for the design of the new non-qualified deferred
        compensation product.
    Received Dalbar’s highest ranking for the participant statement for two years running. Enhanced
        the participant statement by partnering with operations and communications.

Vice President, Manager Technology Liaison Group       (2001)
    Directed design, development and implementation of new products/services for Retirement Group.
    Managed technology development budget of $26M and staff of 26.
    Evaluated projects to ensure consistency with strategic vision, business goals and client needs.
    Achieved efficient product implementations by initiating and developing training manuals for new
        products and services.

Vice President, Quality Manager for Process Improvement      (2000)
    Designed and implemented a service quality system for tracking and improving service standards.
    Raised service levels and increased service productivity.
    Coordinated development of a database to measure client satisfaction and profitability.

Vice President, Client Relationship Manager        (1997 - 1999)
    Managed the relationship for ten clients in the institutional market segment (plan assets $50M to
        $500M). Client retirement programs included: 401(k), stock option, employee stock purchase,
        non-qualified deferred compensation, and defined benefit retirement plans.
    Maintained and grew client relationships, cross-sold new products and services, managed plan
        profitability, maintained client referenceability and satisfaction.
    Led the dedicated Merrill Lynch client service team comprised of: financial advisor, investment
        consultant, communication specialist, service manager, and compliance consultant.

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                                           Susan R. Chiarulli

       Conducted quarterly service review meetings with client executives and investment/benefit
        committees covering investment performance, demographic trends, legislative/industry trends.
       Coordinated the development and delivery of plan design recommendations, investment
        alternatives, and employee communication/education programs.
       Participated in sales presentations to prospective clients.
       Negotiated service and trust agreement with clients and their legal counsel.
       Assured highest levels of client satisfaction. Partnered with all business units to ensure client
        deliverables and expectations were met.

CIGNA Retirement & Investment Services                                                   1980 - 1996
Assistant Vice President, Sales     (1988 - 1996)
    Sold full service defined contribution, defined benefit, non-qualified deferred compensation and
        tax deferred annuity retirement plans with assets ranging from $15M to $200M. Sales achieved
        through intermediaries and brokers.
    Exceeded asset goals by at least 12% each year. Earned top sales honors each year.
    Provided ongoing consulting to develop, grow and maintain a book of business of 75 clients.
    Selected to serve on CIGNA's National Marketing Committee to analyze current market trends
        and develop marketing strategies for the sales force.

Manager, Client Relationship Staff       (1985 - 1988)
Senior Client Relationship Manager       (1980 - 1985)
    Managed a staff of 6 relationship managers in NY/NJ sales offices and a $9.8B book of business.
    Exceeded office and individual goals each year: client retention of 92% and asset retention of 95%.
    Maintained and grew client and broker relationships, cross-sold new products/services, consulted
        with clients on current market and legislative issues/trends, and supported pre-sales activity.
    Managed full service defined contribution, defined benefit, non-qualified deferred compensation
        and tax deferred annuity retirement plans with assets ranging from $15M to $200M.
    Mentored and motivated client relationship staff and identified training needs. Designed and
        implemented training programs: consulting skills, presentation skills and product knowledge.
    Directly managed 25 large and sensitive accounts.

                                       EDUCATION & LICENSES

   BA, Applied Mathematics and Economics, Brown University
   FINRA: Series 7 and 63
   NY Life, Accident and Health License

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