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Click here or scroll down to respond to this candidateCandidate's Name
Austin, TX PHONE NUMBER AVAILABLE EMAIL AVAILABLECustomer Success Manager Lead Trainer Account ManagerDedicated, results-oriented, and innovative Account Manager showcasing experience spanning account management, sales, and customer service with a proven track record driving upselling, exceeding quota, and contract renewals. Envisions opportunities for organizational growth & triggers change while championing effective communication, client relationships, and customer satisfaction. Precise and concise communicator & listener, collaborator, and leader, spearheading diverse experts/ teams toward accelerated progress, tangible results, and rapid business value.SKILLSAccount ManagementB2B SalesKey Account ManagementCustomer ServiceKPIsPresentationsContract RenewalsPipeline ManagementConflict ResolutionRevenue GenerationClient RetentionUpsellingCustomer SuccessBusiness DevelopmentTechnical SupportPROFESSIONAL EXPERIENCEADT SOLAR CHICAGO, IL 2023 PRESENTAccount ManagerADT Solar, a leader in sustainable energy solutions, requires extensive account management support. Account Managers are responsible for retaining customers and resolving their issues by coordinating with other departments.Issue Support: Respond to and resolve customer tickets; lead team of 16 in number of cases worked and resolved since February 2023.Upselling: Led team of 16 for 2023 in amount of revenue generated in upselling customizations and cross-selling projects.Customer Success: De-escalate customers who wish to cancel their projects and spearhead effort to bring their project to completion; number one on team of 16 in number of projects worked and saved.PENCILWRENCH LLC CHICAGO, IL 2021 2023Lead Trainer/Account ManagerPencilwrench LLC thrives on an engaged customer base with its multipurpose software platform (B2B SaaS). The Account Manager position involved managing customer accounts, training them, and leading a team of trainer/account managers.Team Management: Steered a force of 10+ trainers/account managers through scheduling, training delivery, and account management; cultivated a unified, mission-focused team, bolstering revenue, and increasing client retention by %6.Software Adoption: Monitored client usage reports, answered client questions, and offered additional training when needed resulting in increasing client platform usage by 11%.Sales: Led 22 account managers in revenue generated for 2022 through selling additional users and services; led the entire sales cycle from prospecting to close.Client Retention: Oversaw book of 100+ accounts, providing implementation and conducting monthly reviews; lead to a 98% renewal rate; a testament to keeping customers engaged with the platform.PAUL J MAYER CHICAGO, IL 2016 2021Customer Success ManagerPaul J Mayer DDS prioritizes creating an exceptional patient experience by providing outstanding dental care. Training impact was evident through the reengineering of the onboarding program, increasing patient satisfaction.Customer Satisfaction: Masterminded overhaul of the Patient Engagement Program, fostering a relaxed, cohesive environment, which instigated an impressive 14% surge in customer satisfaction survey scores within a six-month window.Customer Retention: Developed 10 individualized training tracks and 60 tailored SCORM modules centered around customer engagement. Accomplished this in a mere 9 months, enhancing the overall learning experience and leading to a six percent increase in patient retention.Communications Training: Created and trained all doctors in patient communication training leading to an increase in patient comfortability scores by 8%.REVENEW CHICAGO, IL 2014 2016Account ManagerRevenew provided through channel marketing with its partner marketing platform (B2B SaaS). The role of the Account Manager was to recruit and manage a portfolio of clients ranging from Marketing Directors to CMOs while retaining and upselling them.Account Management: Oversaw book of 120 mid-market and enterprise clients, providing implementation, and conducting monthly review meetings leading to 96% contract renewal rate.Upselling: Exceeded sales quota by 12% for 2015 through upselling customizations and additional services.Customer Engagement: Responsible for resolving customer issues pertaining to the platform, resulting in increasing platform adoption by 9%.EXPEDIA CHICAGO, IL 2012 2013Account ManagerAccount Managers oversaw a book of clients consisting of hotel owners and general managers (B2B SaaS). They were responsible for retaining and upselling their book of business, by phone, utilizing various discounts and promotions to meet revenue goals.Revenue: Exceeded quota by 21% for the year 2012.Top Salesperson: Led team of 12 in revenue generated for 2012 with a book of 475 clients.Customer Relations: Act as point of contact to handle customer concerns and ensure customer satisfaction.Retention: Landed in top 3% of 310 account managers for retaining clientsPRICELINE.COM CHICAGO, IL 2010 2012Account ManagerAccount Managers were responsible for developing new business by prospecting, cold-calling, and closing owners of hospitality and property management companies (B2B SaaS).Retention: Developed over 310 new business accounts to exceed quota my first six quarters, resulting in 98% retention rate.Top Salesperson: Landed in the top 10% of all account managers in North America for 2011; led the entire sales cycle from prospecting to close.Customer Relations: Act as point of contact to handle customer concerns and ensure customer satisfaction.Team Management: Oversaw team of eight junior account managers: teaching them prospecting, cold-calling, and closing techniques. Team finished number one in Central Region for revenue generated out of six teams.EDUCATION & PROFESSIONAL DEVELOPMENTM.A., Industrial Organizational Psychology The Chicago School of Professional Psychology Chicago, IL July 2015B.S., Economics, Political Science University of Wisconsin- Madison Madison, WI May 2007IT SKILLSMS Office Suite (Word, Excel, Outlook, PowerPoint) MS Teams Salesforce ZoomLANGUAGESEnglish (Native)References Available Upon Request |
