We are happy to announce Summus’ first Client Delivery Excellence recipient, Tracie Davis! Please read below to learn more about Tracie’s work and role, client excellence testimonials, and her approach to consistently providing excellent client service.
Tracie’s Current Client Engagement Role: Operations Workstream Program Manager
Tracie oversees the management and execution of a $50M+, 30+ projects portfolio of our client’s merger with its FinTech counterpart. She is also responsible for the communication and reporting of her program’s end to end status on an ongoing basis. Tracie leads her program’s routines with her respective Executive sponsors, project managers, and various stakeholders.
Tracie’s clients’ success is her top priority. She consistently leads her clients to achieve their objectives and feverishly helps extinguish fires along the way. Her intentional delivery inspires and motivates her teammates to go the extra mile in their respective efforts. Additionally, her care for each of her clients’ and peers’ well-being inspires and instills trust within her teams. Her foot does not come off the pedal…for over a year and a half, her role responsibilities and needs from her clients continues to grow.
Team Management Excellence: “I have worked with many managers across several companies and countless projects, and I would put Tracie in a small circle of change agents that were truly good at what they do. While Tracie certainly has the fundamentals down, where she excels is in the art of getting people to form as a team and then drive to a goal.” –Operations Business Process Engineer, Fortune 500 Company
Program Management Excellence: “I like [Tracie]’s assertiveness and cadence keeping the group on task and holding people accountable. I think [Tracie] does that very tactfully and professionally.” – Operations Management Executive, Fortune 500 Company
Advisory Excellence: Paraphrased from a candid conversation on Tracie: “…she has gotten so good at what she does that I feel she can now read my mind…” –Production Technology Executive, Fortune 500 Company
Client Delivery Excellence delivery approach, in Tracie’s own words:
What would you suggest to your peers to drive higher value for our clients?
Be optimistic, objective, and empathetic.
Optimism + Client Excellence: Never let them see you sweat… if possible. Greet every new challenge with a smile!
Empathy + Client Excellence: Thoughtful value creation begins by listening & observing the client in their interactions.
Objectivity + Client Excellence: The client may not always be able to explain the root cause of an issue, but as Program Managers, we are in a unique position to visualize the problem (end to end) to see the upstream & downstream impacts. We are better prepared to advise our clients on the tactical & strategic impacts of choice made.
What do you believe are the top 3 benefits of excellent client delivery?
Consistency, Trust & Transparency, and Relationship Development
Consistency + Execution: Excellent client delivery means being a trusted advisor & partner – how do we do this? We need to show that we can consistently create value (meet or exceed expectations) in the client’s best interest.
Trust & Transparency: Trust & transparency allow us to serve as an extension of the client and puts us in a position to grow our relationship/partnership. Transparencyis needed to solve the most complex problems for the client in a way that aligns with the client’s values.
Relationship Development: Relationship development shows the depth of knowledge and level of engagement with the client and translates to a strong partnership with longevity.
Please welcome us in congratulating Tracie for her Client Delivery Excellence recognition, and for providing invaluable contributions to our clients, day in and day out. We are fortunate and grateful to have you as a teammate and friend, thank you for all that you do Tracie!
By Admin|2021-04-02T13:13:36+00:00March 10th, 2021|Summus Group|Comments Off on Client Delivery Excellence Award