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Work Background
Customer Success CollectivePro Member
Feb. 2024United StatesDriving excellence in customer success, one interaction at a time. The Customer Success Collective is a global community of customer advocates. If you want to learn, share, develop, network, and scale with your CS comrades, you're in the right place.
XcitiumEnterprise Customer Success Manager
Jul. 2022United StatesI optimize the customer lifecycle with post-sale best practices for onboarding, training, and risk management to boost advocacy. I drive accurate forecasting and workforce decisions using analytic models and team management. Not only that, but I strengthen customer health scores, understand growth/retention, and minimize losses with a 360-view approach. I promote product adoption and integration, collaborating on upselling campaigns after new releases. I efficiently manage client deliverables and track action plans with management software. Furthermore, I enhance customer retention by advocating for needs, facilitating integrations, and customizing products. I also renew client contracts by leveraging sector-specific knowledge for stronger partnerships. • Secured contract renewals exceeding $1M and drove $200K in upsells for 2023, demonstrating accountability and fostering substantial product adoption.
• Leveraged insights to elevate engagement and pinpoint valuable improvement opportunities.
• Spearheaded learning initiatives for end users, emphasizing the indispensable role of the Customer Success function.
Carousel IndustriesAccount Executive
Feb. 2021 - Sep. 2021Windsor, Connecticut, United StatesI engaged in prospecting activities, leveraging SalesForce technology, client referrals, local networking, and inbound leads, resulting in a significant 25% increase in qualified leads. I actively participated in internal strategy sessions and external qualification meetings, fostering team collaboration and boosting sales effectiveness.
Meticulously updating the internal database, I ensured accurate representation of customer information, thereby enhancing data integrity and improving decision-making processes. Additionally, I demonstrated proficiency in managing various legal documents, including Statements of Work, Addendums, Master Services Agreements, Service Level Agreements, and Non-disclosure Agreements, ensuring compliance and legal integrity throughout engagements. I’m proud to have worked for a company that is recognized, year-after-year, as an award-winning managed services provider. We received the Channel Futures MSP501 award in the number one position for New England, and number six worldwide.
PaychexHuman Capital Management Consultant
Feb. 2020 - Feb. 2021Hartford, ConnecticutAs an Account Executive, I excelled in cultivating and maintaining relationships with CPAs, banks, and existing clients within my assigned territories, leading to a notable 20% increase in referral partner engagement. By offering consultative solutions to small to medium businesses, I successfully boosted client retention and satisfaction levels. Additionally, I ensured organizational efficiency and accuracy by meticulously compiling and submitting new business paperwork, expense reports, and weekly activity reports. Managing a territory comprising approximately 300 referral partners, I generated over $100k in new business revenue, demonstrating my ability to drive tangible results through effective relationship management and strategic business development initiatives.
BushelAccount Manager
May. 2019 - Feb. 2020Fargo, North Dakota AreaI conducted thorough market research to pinpoint potential leads and seize emerging business opportunities. Providing comprehensive support and guidance to clients, I ensured their needs were not only met but exceeded at every stage of engagement. Through the development and execution of effective strategies, I successfully acquired new clients and referral sources, resulting in a substantial expansion of the client base. Additionally, my efforts contributed to securing the largest partnership to date, fostering business growth and enhancing market penetration.
North Dakota State UniversityCalculus Teaching Assistant
Aug. 2018 - May. 2019Fargo, North Dakota Area
Sanford HealthOrthopedic CNA at Sanford Health
May. 2016 - Feb. 2019Fargo, North Dakota, United States
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