Susan Conley

The Client Connection Coach

Susan Conley, The Client Connection Coach - ROCKbiz, Inc.

Susan Conley has a world of expertise in the global professional services space, with decades of experience as a Client Relations Executive for EY, a Business Developer and Marketing Director for Andersen Consulting (now Accenture) and Arthur Andersen (now Andersen Tax). Some say Susan wears a superhero cape when a client crisis strikes. Her market-proven strategies and solutions have saved a multitude of at-risk clients. But her special expertise is stepping in well before a client crisis erupts. As Susan says, “Being proactive is far more fun and a better way to do business.” Susan launched her consulting practice, ROCKbiz, in 2010 to focus solely on next-level client loyalty.

Susan’s aim is to help you achieve client experience excellence within all your priority accounts so you can enjoy all the bottom-line benefits of loyalty economics. Loyal clients buy more from you, recommend you to others and advocate for you in the marketplace.

Connect on LinkedIn

Specialties

Strategy Development & Execution • Account Management, Retention, & Expansion • Client Loyalty
New Business Development • Marketing • Corporate Communications

Professional Experience

ROCKbiz

ATLANTA | 2010-Present | Client Connection Coach

  • Launched ROCKbiz in January 2010 to help professional service providers cultivate loyal client relationships to create ROCKsolid growth.
  • Coach executives on effective skills, strategies, and solutions to protect and expand their client relationships and their business.
  • Lead and facilitate strategy development sessions using ROCKbiz‘s Client Success System to align clients’ values, culture, and priorities with a clearly defined vision for success.
  • Offer speaking programs, keynotes, and workshops that inspire innovative client development approaches and results.
EY

ATLANTA | 1998 – 2008 | Client Relations Executive

  • Pioneered an Assessment of Service Quality (“ASQ”) methodology that is still integral to Ernst & Young’s global service delivery and overall client experience.
  • Conducted client satisfaction assessments and personal interviews with top client executives; bottom-line results came in the form of significant growth within priority accounts, global engagements saved, improved profitability as well as expanded client relationships & loyalty.
  • Created customized discussion outlines and strategies to further client and prospective client relationships; led discussions with key clients for win/loss debriefs, co-development sessions and relationship protocol sessions.
  • Teamed with Partners to lead the Southeast Area to ASQ prominence and catapult the Firm from fifth place to eventual first place ranking in Emerson’s Big 5 1998-1999 Atlanta Market-Wide Client Satisfaction Study.

“When Ernst & Young writes up the history, Susan Conley will be the George Washington or Thomas Jefferson of ASQ.”
– Lynn Gasaway, Partner, Americas ASQ

Arthur Andersen

ATLANTA | 1992-1998 | Southeast Area Marketing Director

  • Pioneered a client relations strategy that improved engagement economics, profitability, and client loyalty
  • Fueled #1 ranking in Emerson’s Big 5 1996-1997 Atlanta Market-Wide Client Satisfaction Study; results used to formulate ongoing area-wide marketing campaigns and sales messaging.
  • Promoted to Southeast Area Marketing Director in 1995; Led team of 22 marketing professionals responsible for teaming with Southeast Area Practice Leaders to successfully create and execute marketing and business development strategies.
  • Joined the firm as a Business Developer focused on growing the Family Wealth Planning practice. Created go-to market strategies and sales growth; due to success the approach was replicated in four major markets.
  • Recruited away from Arthur Andersen to invigorate the client satisfaction rankings and client development efforts at EY.