Gary M.

Marra CX Hub helps organizations strengthen client success, experience, and retention by aligning people, process, and purpose around measurable outcomes.

• Implemented customer-centric strategies to enhance loyalty, efficiency, and long-term success, effectively supporting both emerging businesses and established companies lacking scale.
• Provided strategic, hands-on leadership, acting as a bridge to refine client success and operational support functions, which resulted in measurable growth in client satisfaction.
• Directed the integration of emerging technologies, such as AI, to optimize client service models, ensuring sustainable growth and retention.

Global financial services company overseeing more than $50T in assets – managing it, moving it and keeping it safe.

• Successfully managed at-risk client relationships, significantly improving client satisfaction and retention rates.
• Played a key role in optimizing client service levels through data-driven strategies and collaborative cross-functional efforts.
• Enhanced operational efficiency by overhauling performance metrics, directly impacting overall client satisfaction.
• Initiated and maintained strong business results by embedding customer satisfaction and commitment to stellar relationship management.

• Turned around multiple at-risk client relationships by rebuilding trust and loyalty through dedicated one-on-one service, truly listening to the voice of the customer, and developing creative solutions to address root causes of dissatisfaction.
• Untangled the complex service issues of an inherited client relationship by methodically addressing pain points through cross-functional collaboration focused on optimizing customer satisfaction.
• Facilitated numerous asset reallocation events, ensuring seamless new account activations and reviewing fees through a customer-centric lens, driving simplification and fairness. Acted as lead point-of-contact on legal documentation and KYC processes, striving to minimize complexity from the client perspective.

Envestnet is a leading provider of technology-enabled investment and practice management solutions to financial advisors.

• Delivered exceptional client service and operational support to the firm’s largest RIA client, significantly contributing to account growth.
• Orchestrated a seamless client experience during a major servicing platform rollout, enhancing client satisfaction and adoption.
• Collaborated with cross-functional teams to scale account activity in line with evolving client service needs.

• Effectively managed client relationships with over $6 billion AUM across multiple sophisticated Plan Sponsors.
• Serviced major institutional clients, including three of the four largest separate account clients and five of the ten largest US Corporate Plan Sponsors.
• Collaborated with internal and external stakeholders to deliver superior client experiences, ensuring high customer satisfaction and retention.

• Built and managed relationships with clients, custodian banks, and fund administrators, supporting the growth of the institutional client base.
• Ensured high levels of client satisfaction by addressing needs and delivering tailored solutions.

At State Street, we partner with institutional investors all over the world to provide comprehensive financial services, including investment management, investment research and trading, and investment servicing.

• Managed relationships with over 25 external investment managers, handling over $15 billion AUM, including CALSTRS self-managed portfolios.
• Enhanced customer satisfaction and retention through effective relationship management and service delivery.
• Coordinated daily cash management and portfolio activities, ensuring optimized service quality for institutional clients.