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Skills

  • Sales pipeline management
  • Account health reviews focusing on KPIs
  • Rapport and relationship building
  • Key account development
  • Cross-departmental collaboration between sales, product, and marketing teams
  • National account management
  • Client feedback loop creation and management
  • Client Retention Strategies
  • Lead generation and identification of new opportunities
  • Client performance reporting frameworks

Work Experiences

  • Planned and executed in-store promotional events in order to increase customer engagement and sales revenue.
  • Addressed issues with sales performance through training and counseling, resulting in an annual sales increase of 8%.
  • Increased profit margins by effectively managing expenses, budgets, and overhead, as well as increasing closings and optimizing product turns.
  • Developed and directed training and development programs for sales teams.
  • Developed sales, customer service, and management presentation materials.
  • Optimized sales and marketing directives by closely monitoring employee progress, reviewing regional and local markets, and effectively managing inventories.
  • Was in charge of maintaining and managing a client book of 8 accounts as well as weekly sales records.
  • Devised sales objectives and strategies that resulted in increased revenue and profitability.
  • Taught cross-selling and relationship-building techniques to associates.
  • Created procedures for 5 employees to sell framework products and services valued at more than $9.

Summaries

  • Online Account Manager is a hardworking and dependable Online Account Manager who excels at quality assurance and vendor management.
  • Process improvement in metric settings and vendor management in risk assessment settings.
  • Entrepreneurial leader with experience building networks, introducing products, and educating clients.
  • Motivating leader who has built and managed method teams in the past.
  • Expert in program product sales and procedure streamlining for increased productivity and sales.
  • Metric, initiative, and method are all available.
  • Successful Online Account Manager with cold calling and lead management experience.
  • Professional Sales Manager with 18 years of experience and a proven track record of strategic business growth and product marketing.
  • With persuasive communication skills and Miscellaneous expertise, successfully converts difficult prospects into lucrative clients.
  • Strategic thinker with expertise in risk assessment.

Accomplishments

  • Achieved 71% SLA compliance, reducing client churn through proactive communication and addressing customer service gaps.
  • Reduced service downtime by 76% for customers by working directly with development teams to solve recurring technical issues.
  • Re-engineered contract renewal strategies, resulting in a 82% year-over-year increase in retention and upsell.
  • Facilitated 18 cross-departmental technical workshops to resolve product issues, reducing ticket resolution times by 22% and increasing customer retention.
  • Led successful cross-sell campaigns that resulted in a 20% increase in quarterly revenue, with a focus on ServiceNow services.
  • Led the implementation of a CRM overhaul, totaling 11 accounts, which optimized tracking and data integrity, achieving real-time insights and 56% higher efficiency.
  • Integrated CRM tools to automate follow-ups for key accounts, leading to a 30% higher on-time renewal rate.
  • Established a data-driven approach to client account monitoring, allowing for proactive problem resolution and decreasing churn rate by 71%.
  • Developed training materials for new account managers, helping onboard 3 employees in three years, leading to 61% faster proficiency.
  • Instrumental in growing revenue by $18 in a 18 months period by identifying expansion opportunities within client accounts.

Affiliations

  • Contributing participant in the Business Impact Analysts Forum (2015), specializing in digital transformation for account managers
  • Affiliate of the SaaS Customer Engagement & Strategy Group (2019-Present)
  • Participated in the Digital Marketing Strategy Society's Account Growth Planning Forum (2023-2020)
  • Leadership participant in the Advanced CRM Integration Group, driving best practices (2015)
  • Certified Customer Success Advocate (CCSA), issued by standard (2022)
  • Active membership in the Global Account Management Community (2016-Present)
  • Affiliate of the Professional Association for Customer Engagement (2016-2017)
  • Participant in the Customer-Centric Marketing Certified Program (CCMP) through the Institute for Customer Relations (2017-2024)
  • Member of the Customer Experience Professionals Association (CXPA) (2016-Present)
  • Affiliate of the Certified Customer Success Managers Network (2015-Present)

Certifications

  • Salesforce
  • Certified Partner Marketing Manager - Meridian
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Office Specialist (MOS)
  • Facebook Blueprint Certification - Lakeside Partners
  • HubSpot Inbound Marketing Certification
  • Certified Information Systems Security Professional (CISSP) - Summit Group

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