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Skills

  • CRM platform proficiency (Salesforce)
  • Order processing
  • Staff training
  • CRM report generation
  • Customer Engagement Metrics Tracking
  • Team management
  • MS Office
  • Miscellaneous expertise
  • Service agreements
  • Account development

Work Experiences

  • Adapted service offerings based on client feedback.
  • Implemented effective sales techniques and increased product sales to over $14 in 18 months.
  • Aligned solutions with business outcomes.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Closed over $18 in sales, which included preparing contracts and processing order forms each two years.
  • Created and used program reports to assist leadership in making key decisions and exceeding operational goals.
  • Met sales and service targets of $8 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • By reviewing business directories, building a database of leads, and launched, I was able to target potential clients.
  • Analyzed and interpreted detailed account reports to proactively mitigate risks and retain over $7 in annual recurring revenue.
  • Boosted overall team NPS scores.

Summaries

  • Retention Account Manager is a multi-talented Retention Account Manager who is consistently rewarded for planning and operational improvements.
  • Upselling products to increase overall sales is a skill, and Microsoft Excel is a skill.
  • 72% client retention.
  • Bringing 13 years of experience in this field.
  • A thorough understanding of the marketplace and competitor offerings can help boost sales by emphasizing product benefits and luring customers away from competitors.
  • Customers have increased by 9%, and new sales revenue has increased by more than $7.
  • Strengths in quality assurance and vendor management backed up by Miscellaneous training.
  • Proactive Retention Account Manager with 9 years of experience perceiving and addressing customers' needs to generate sales.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Accomplished Retention Account Manager with a history of implementing actionable feedback via customer surveys, improving client retention rates by 51%.

Accomplishments

  • Collaborated with team of 11 in the development of standard.
  • Reduced customer churn by 58% through personalized, data-driven retention campaigns targeting high-risk accounts.
  • Built a personalized retention model based on customer segmentation and behavior analysis, reducing churn by 67% in 18 months.
  • Implemented a customer feedback loop with product and marketing teams that improved NPS by 84% points.
  • Created client journey maps and touchpoint strategies that aligned with customer lifecycle stages, resulting in a 13% increase in renewal rates.
  • Collaborated with sales to optimize the client onboarding process, shortening ramp-up time by 33% and increasing client satisfaction.
  • Analyzed customer feedback data from multiple channels and turned insights into actionable initiatives that improved retention among metric.
  • Documented and resolved program which led to initiative.
  • Redesigned the handoff process between the sales and success teams, contributing to a 65% increase in client satisfaction post-onboarding.
  • Partnered with the product team to incorporate user feedback, leading to standard and driving increased usage on 71% of the accounts.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • National Association of Sales Professionals (NASP)
  • Institute of Management Accountants (IMA) – Customer Retention Special Interest Group
  • Association of Data-Driven Marketing & Advertising (ADMA)
  • National Business Networking Association (NBNA)
  • Certified Customer Success Manager (CCSM) – method
  • Association for Computing Machinery
  • Institute for Customer Engagement Excellence
  • National Association of Social Workers
  • User Experience Professionals Association (UXPA) – Customer Insights Division

Certifications

  • Certified Loyalty Marketing Professional (CLMP) from the Loyalty Academy
  • Data-Driven Marketing and Sales Certification by Udemy
  • Certified Public Accountant
  • Certified Relationship Manager (CRM) from Corporate Finance Institute (CFI)
  • Strategic Account Management Program (SAM) by The Strategic Account Management Association (SAMA)
  • Inbound Sales Certification from HubSpot Academy
  • Certified Revenue Growth Expert (CRGE) from Predictable Revenue
  • Certified Revenue Management Executive (CRME) from HSMAI
  • Google Certified Professional Cloud Architect
  • Customer Journey Mapping Workshop by Nielsen Norman Group

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