We are happy to announce Summus’ June Client Delivery Excellence recipient, Chelsea Zeytoonian! Please read below to learn more about Chelsea’s work and role, client excellence testimonials, and her approach to consistently provide excellent client delivery.
Chelsea’s Own Words about Client Delivery Excellence – Highlights:
“Active listening is a skill that you have to practice all of the time in all of your interactions…personal and professional. Work on listening to understand, not listening to respond – we have to understand the need before we can respond with solutions.”
“I have learned with past clients that they don’t always ask for what they want, you have to really listen to what they’re saying to ask the probing questions in order to get to the real underlying need(s). Listen to understand their needs as their needs may not always be what they’re directly saying to you.”
“Summus has a defined culture and way of doing business such that through the interview process, they seek out those who naturally give 110% to the work that they do. As a Summus Consultant, with your Summus mentor and account lead, you work with your support team to know the best way to support a client and go above and beyond the delivery expectation.”
Chelsea’s Current Client Engagement Role:
Chelsea has become a proven commodity, within the ePMO at our Fortune 500 Technology and Business Services client. She hit the ground running and has managed multiple project efforts within the ePMO. Chelsea is able to pivot quickly, based on our client’s strategic priorities, to manage a broad range of initiatives. Her initial project included coordinating with the Chief Strategy Officer to create a playbook and standardization for strategic planning and execution processes. After successfully transitioning the strategy playbook, Chelsea focused on internal system and process enhancements, in support of the contract standardization program. She is currently working on a strategic initiative to standardize and streamline the client’s Deal Proposal/RFP Process across the enterprise, as she works closely with the Global Sales and Payments & Eligibility teams. Chelsea has consistently provided solid contributions and has received positive client feedback within dynamic and demanding client environment. Chelsea has embodied Summus core values, since joining in November 2020.
While providing excellent client delivery, Chelsea has also been an asset with her internal efforts at Summus Group. Chelsea spearheaded the Consulting Practice onboarding assignment, managed components of an internal Summus project, and focused on developing metrics for our Diversity, Equity, and Inclusion committee and efforts. Chelsea also provided broader contributions to the Key Performance Indicators (KPI) team and she consistently provides dedicated support to business development functions. These business development functions include coordination and communication for client proposals, which are crucial to the team’s success. We are thankful for the excellence Chelsea brings to all aspects and levels of her work both at the client and Summus level.
Delivery Excellence: “Chelsea has been a wonderful addition to my team! She is quick to jump in where needed and is flexible when priorities and scope change.” – ePMO Program Manager
Teammate Excellence: “Chelsea is a wonderful PM and teammate! She is great at synthesizing a lot of piecemeal information and connecting the related dots in a complex client environment. She has been a utility player on our client team as she seamlessly pivots from project to project as needed. Chelsea is great about proactively introducing herself and creating integral cross function relationships that facilitate collaboration within the large organization.” – Summus Group Account Managers
Summus Core Values: “Chelsea continuously displays all 4 of Summus Group’s core values: Drive to Be Great, Lead by Example, Take Action, and Be Resilient.” – Summus Group Account Managers
Client Delivery Excellence delivery approach, in Chelsea’s own words:
What would you suggest to your peers to drive higher value for our clients? Become a better listener and offer multiple solutions.
“First, become a better listener. There are tons of active listening resources available (this is a good one: https://www.ccl.org/articles/leading-effectively-articles/coaching-others-use-active-listening-skills/) and I recommend doing a little research (Google, read, listen to a podcast, complete an online training session, etc.) and then putting the skills into practice in daily interactions. This will benefit you in both your work and personal relationships. In terms of driving value, it will help you better understand your client (both the individual and the organization), their goals, priorities, challenges, and frustrations. This enables you to offer solutions addressing their specific needs as opposed to assuming you know what they need and offering a generic solution.”
“Second, once you understand the requirement, offer multiple solutions. This may be something very simple such offering to build a project schedule in either PowerPoint, Excel, Project, or Smartsheet depending on the need and complexity of the project. Or it could be more challenging such as offering multiple different staffing/resourcing scenarios for a project. Either way, it requires both a solid understanding of the problem or need (gained through active listening) and continuous learning to increase your skillset in your area of expertise as well as adjacent or complimentary areas. Our clients are most often making decisions while considering multiple factors (cost, schedule, resources, technology, organizational priorities, etc.) so offering multiple solutions allows them to select the one that best aligns with their priorities. It also empowers them to make the final selection as opposed to you dictating the one and only solution. As an added bonus, it forces you to get a little creative.”
What do you believe are the top benefits of excellent client delivery? Excellent client delivery benefits three parties: the client, Summus Group, and the consultant.
“I believe excellent client delivery benefits three parties: the client, Summus Group, and you. The client benefits because you are providing multiple, value added solutions and allowing them to select the best option which you then execute using your broad knowledge base and skillset. Summus Group benefits because our clients recognize us as a partner who strives to understand them and provide tailored solutions resulting in their desire to continue working with us and recommending us to others. You benefit because you pursue continuous improvement opportunities, and your client sees you as the go-to resource. This generally means you have an excellent working relationship, making even the toughest days more enjoyable, and may mean you get to work on more challenging projects. Excellent client delivery is a win-win-win scenario.”
Other feedback to share? Continuous Learning + Knowing who your client is
“Continuous learning is huge…whether it’s a class or a workshop offered at the client, continuing to learn is important. And focus on the things that are tangential to what you’re already good at – what are things in and around your skillsets that you can learn about in order to be able to offer the client the most holistic solutions and anticipate the client’s need(s).”
“We tend to think of the client in terms of external efforts – the person or organization we’re working for, which it is, but when working on internal efforts, Summus can be our client as well, whether it be the leadership team or consulting practice. Be creative in your thinking of who the client is – is it just the person or project, or the whole organization or team on the project – both in the immediate and broader sense, understand who you’re delivering to and how to deliver client excellence to them.”
Please welcome us in congratulating Chelsea for her Client Delivery Excellence recognition, and for her invaluable contributions to our clients, day in and day out. Chelsea, we are fortunate and grateful to have you as a teammate and friend; thank you for all that you do!
By Admin|2021-06-04T02:36:15+00:00June 3rd, 2021|Summus Group|Comments Off on Client Delivery Excellence Award