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Skills

  • File and records management
  • Conflict resolution
  • Client business review preparation
  • Recruitment
  • Competitor research and benchmarking
  • Budgets
  • Consultative selling
  • Relationship development
  • Resource planning
  • Lead generation strategies

Work Experiences

  • Boosted year-over-year growth by 25%.
  • Delivered tailored solutions.
  • Achieved success across the Pacific Northwest.
  • Served as a staff advocate, encouraging and assisting initiative in identifying and resolving conflicts.
  • Achieved recognition for exceptional client outcomes.
  • Achieved results within 2018.
  • Achieved recognition for delivering exceptional client outcomes, including Outstanding Service Award for top account growth in 2021.
  • Conducted in-depth client onboarding, guiding them through best practices for HubSpot, which improved adoption rates by 63%.
  • Designed a new customer success playbook.
  • Collaborated to address service issues.

Summaries

  • Supporting recruitment efforts with a focus on attracting and retaining talented employees.
  • Achieved client satisfaction rates exceeding 39%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 29% drop in client turnover.
  • Client Development Specialist with 8 years of successful stakeholder engagement and risk assessment experience.
  • Achieved a 49% increase in client satisfaction.
  • Boosted product adoption rates above 49%.
  • Strong financial acumen with a track record of developing and sticking to budgets.
  • Boosted client satisfaction by 37%.
  • Clear understanding of stakeholder engagement and team leadership as well as data analysis training.

Accomplishments

  • Documented and resolved standard which led to framework.
  • Resolved product issue through consumer testing.
  • Actively engaged clients in feedback loops resulting in refined service offerings and a 28% improvement in client satisfaction.
  • Designed and presented client reporting metrics, enabling data-driven decisions that increased upsell opportunities by 50%.
  • Implemented new outreach programs that resulted in a 15% increase in customer lead conversion within 11 months.
  • Developed comprehensive client success strategies, resulting in a 79% boost in renewal rates and $category in recurring business.
  • Achieved a 27% NPS score increase by implementing client feedback into actionable service improvements.
  • Successfully onboarded high-value clients resulting in $17 in new revenue within the first 12 months of engagement.
  • Effectively managed a portfolio of 4 key clients, driving a 35% increase in recurring revenue through relationship-building and consultative selling.
  • Successfully led account management overhaul that boosted total client engagement by 69% through personalized service models.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Marketing Association (AMA)
  • Rotary International
  • Toastmasters
  • B2B Marketing Leaders Forum
  • Project Management Institute
  • Association of Information Technology Professionals
  • Client Success Association
  • Affiliate Summit Group
  • National Business Development Association (NBDA)

Certifications

  • Certified Customer Success Manager (CCSM) - 2024
  • Client Engagement Specialist Certification - 2015 Brightline
  • Developing Effective Client Relationships Certification - 2016 Austin
  • Salesforce Certified Administrator - SAP, 2015
  • First Aid/CPR Certified
  • Customer Feedback Analytics Certification - 2015 Cedar Works
  • LinkedIn Learning: Sales Strategies and Approaches in a New World of Selling - 2017
  • Lead Generation Specialist Certification - Cedar Works - 2017
  • Customer Relationship Management (CRM) Specialist Certification - 2022
  • Microsoft Certified Systems Engineer (MCSE)

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