Account Manager Customer Success resume example with 7+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Agile and adaptable team leader with combined customer success and strategic account management history, motivational approach and upbeat nature. Skilled in training employees and leveraging organized approaches to handle daily planning, scheduling and customer success requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Skills
Salesforce
ICIMS
SAP
Gainsight
Tableau
SuccessFactors
Slack
Workday
ChurnZero
Microsoft Office Suite & Teams
Accounting, Occupational health
ADP
Oracle
Problem-solving
Budgets, Procurement
Business-development, Program management
Business Process
Project Management
Change management
Purchasing
Cold calling, Recruiting
Consultant, Reporting
Consulting, Selling
Client management, Sales
Contract Management & Compliance
Clients, Strategic
Data analysis, Tableau
Database,
Teamwork
Ecommerce
EDI
Finance
Government
HUB
Account management and updating
Customer liaison
Strategic selling
Project organization
Problem resolution
Relationship development
Education
Linkƶping UniversityLinkƶping, Sweden, Expected in 06/2011 ā āBachelor of Sciences :International Business Administration - GPA:
2-year International exchange Dual Degree Atlantis Program recipient
Master Thesis: Project Management and Managerial Control in a Globalized Economy
In affiliation with BBA INSEEC (ECE), Lyon France
DePaul UniversityChicago, ILExpected in 06/2011 ā āBachelor of Arts (BA):Information Technology & Agile Project Management - GPA:
Summa Cum Laude Graduate from College of Computing and Digital Media
Work History
Enfos, Inc. - Account Manager - Customer Success Naperville, IL, 07/2019 - 04/2020
Managed a book of success plans totaling $5M in annual revenue composed of 25 high transactional and project-based clients focusing on mitigation of risks, retention, & problem-solving strategies to build relationships around background screening, drug, and occupational health programs.
Successfully trained Staffing Resource Group (SRG) tier 1 level accounts ($250k+) on WebACE CBES proprietary software which included customized user guides, webcast (Zoom) meetings, and chair-side trainings which resulted in an increase in adoption over 20% within the first 6 months for top 3 accounts.
Successfully onboarded complex KPI driven accounts, primarily tier 2 level accounts ($100k-$250k) through multi-layered ATS integration systems (iCIMS, Bullhorn, Jobvite, SAP SuccessFactors, ADP, Ultipro, etc.) resulting in successfully securing 1-year renewal extensions with all accounts with previous integrations.
Implemented success plans, project documentation (SOWs and contracts) and presented value-add business reviews on a quarterly basis to key stakeholders.
Key metrics primarily focused on turnaround performance, compliance program management and opportunities for account optimization.
Troubleshoot and diagnose client issues to leverage business process-driven solutions, identify opportunities for cost savings (spend management), and help to drive 100% adoption and annual revenue growth goals.
Manage health score of accounts through Gainsight retention activities to successfully drive team sell approach by partnering with CBES Channel Sales Overlays, CareerBuilder National products (Talent Acquisition Software), and Managed Service Programs.
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Gained customer acceptance by demonstrating cost reductions and operations improvements.
Managed technical integration, systems engineering program management, customer support and program management.
Supported market research activities, including metrics and requirements development and risk management.
Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Collaborated with sales support, client services and operations colleagues to deliver superior client service and maintain mutually beneficial relationships.
Formulated monthly and annual sales and account goals to achieve preset revenue targets.
Communicated with clients and management to verify alignment with client objectives and corporate operational goals.
Proactively managed client correspondence and recorded all tracking and communications.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Elevated account management by predicting potential competitive threats and outlining proactive solutions.
Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Liaised between accountholders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
Amazon.Com, Inc. - Senior Recruiting Manager Chatsworth, CA, 07/2018 - 07/2019
Assist accounting and finance professionals in finding career advancement opportunities through proactive networking, cold calling, LinkedIn (RPS, LinkedIn Sales Navigator and other social selling tools), and analytical Salesforce ATS database reporting.
Present permanent staffing agreements to companies seeking help in their respective accounting and finance departments.
Successfully created a business-development action plan to proactively build a pipeline of both candidates and potential clients.
Organized expert in full-desk recruiting life cycle with demonstrated experience sourcing difficult or niche specialty positions as well as high volume staffing strategies based on a pragmatic "Go-to-Market" and retention plan.
Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
School Specialty, Inc - Customer Success Project Specialist City, STATE, 09/2017 - 06/2018
Team leader and capital project Customer Success Specialist for construction projects within assigned territory.
Grew all aspects of 21st-century learning environment post-sales engagement KPI's by partnering and leveraging existing relationships with territory sales managers, inside sales managers, customer success associates.
Utilizing a combination of data analysis, upselling accounts, and adoption tactics, my team was able to mitigate churn and positively impact customer response tickets and ultimately position Projects by Design as a resource for delivering successful onboarding metrics to potential clients with complex deadlines.
Managed a series of on ongoing program KPI's that promotes successful furniture delivery, curriculum training, and change management support with local distributor and wholesaler partnership keeping all key parties involved.
Partnered with Marketing to ensure messaging consistency, mitigated support tickets and continual adoption of clients about different ways to utilize the furniture to improve the process of learning of today's changing education market and optimized their budgets for capital improvement.
Grew all aspects of year-over-year public sector vertical-market strategic accounts with a strict focus on client management and driving product adoption within key accounts such as Chicago Public Schools ($10M), Illinois Networks of Charter Schools ($2M), and City of Chicago and department agencies ($3.5M).
Received Chicago Public School's "Supplier Operational Vendor of the Year Award" for work as an account manager and service consultant.
Met and exceeded customer acquisition goals over 120% revenue and 110% margin totaling $15M book of business (over 700 ship-to locations) with 5 strategic account contract renewals.
Exemplary teamwork effort with 80% success rate.
Led all cross-functional reporting efforts to integrate multiple purchasing systems during the rollout of the City of Chicago Oracle Platform (EDI).
The results were an increased user adoption over 2-year contract while retaining 1 renewal at a 3% growth on account margin goals.
Promoted and empowered users to purchase Supplier Diversity program products through the support of HUB, Tier I and II diversity growth strategies.
The results leveraged Ecommerce capabilities in driving profitable growth to a $10M account, Chicago Public Schools and strengthened the relationship with procurement by surpassing city diversity spend requirements.
Led the national onboarding of Charter School Growth Initiative and expanding Chicagoland charter school footprint growing revenue $350K in its first year and securing 2 renewals.
Responded to RFPs, BIDs, RFQs, RFIs, and other government-affiliated solicitations and closely partnered with Group Buying Organizations such as TCPN, National IPA, and MedAssets to mitigate all rogue contract spend.
Successfully leveraged Salesmachine, Salesforce, and predictive analytics system, SalesPrism, to promote, optimize and uncover strategic growth opportunities within key accounts.
Achievement: was elected as an internal consulting champion for training team members creating excitement around CSM strategies and tactics.
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