Customer Retention Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Experienced and results-driven Sales Manager with over 15 years international sales experience and passion to build relationships and exceeding client and management expectation. Proven success in the areas of sales negotiation, account management, sales operation and product/service implementation.
Maestro *MS Office (PowerPoint, Excel, Word) *Salesforce *Cognos

•Managed a $6.2 million annual budget

•Exceeded revenue sales target in average by 12% and net customer growth in average by 8% for the last two years

2013 to 2015

MEED Projects - MENA Project Tracking Platform is an international, business to business media group operating market-leading events, information services and subscription based content services.

  • Responsible for the lead and development of a team of sales professionals with varying degrees of experience
  • Develop processes to identify customer problems and resolve them expeditiously and efficiently
  • Managed complex renewal sales with various stakeholders to merger them in corporate deal and advise on agreement structure
  • Drive the revenue retention and year over year growth objectives as per commercial leadership
  • Directly responsible for revenue targets
  • •Analyzed trends of buying patterns/non renewals to identify growth and risk areas, development of strategy to manage these effectively
  • Worked closely with marketing team to organize customer events

Achievements: Managed a $6.2 million annual budget Exceeded revenue sales target in average by 12% and net customer growth in average by 8% for the last two years Restructured Account Management Team regionally and built new customer mapping journey to improve the quality of customer retention that resulted in a 4% renewal rate improvement YoY (from 76% in 2012 to 84% in 2014) Created learning environment for Account Managers to understand how to identify up-selling (increase subscription value through upgrades) and cross selling (sell other MEED portfolio such as magazine subscription, advertisement and events) opportunities that resulted in overachievement by 18% of annual sales target ($1.1 million).

2008 to 2013
DIRECT SALES MANAGER Diamond Resorts Corporation Payson, AZ,
  • OSN - Media & Entertainment, Satellite Pay TV Network MENA, Dubai ( OSN is a leading pay TV network in the Middle East and North Africa that offers international television entertainment content.
  • OSN boasts the most comprehensive portfolio of exclusive rights from all the major studios including Warner Brothers, Paramount, Fox, Disney, Sony, MGM, Universal, HBO and DreamWorks and offers access to the world's leading television brands including Disney channel, Sky News, Discovery Network and Nat Geo.
  • Developed sales plans for key direct prospects and close direct customer business to increase sales performance Recruited, trained, mentored and evaluated direct sales team of 70 sales representatives Performance management responsibility, tracked personal and reported sales statistics and report on status of pending contracts for personal and team targets Identified new business opportunities and generated sales volume through corporate offers for potential clients Partnered with OSN business partners (Etisalat & du) to maximize company revenue Worked with marketing team to identify sales lead sources and investment for OSN Worked with senior Managers and sales staff of the chosen sales channels at all levels to ensure that there is good working knowledge of and effective focus on promoting and selling OSN product line Collaborated with Sales, Finance and Operations leadership to develop and optimize sales/retention opportunities Provided reports to senior management on monthly revenues, forecast, personal targets and sales team performances Key Achievements: Managed a $7.2 million annual budget Achieved and exceeded sales target in average by 9% and net customer growth in average by 5% for 5 years in row Built and start up Door to Door Sales Team that results in a 10% customer net growth and 13% cash renewal rate improvement in 2010 ($712 K) Opened up new sales points with no additional costs at the business partner locations (cable TV providers) that resulted in a 8 % customer net growth/ 12% exceeded annual sales target ($760 K).
2003 to 2008
KEY ACCOUNT SALES MANAGER Ingram Content Group Fresno, CA,
  • Lacnor - International Dairy and Juice Company, UAE, Dubai ( Lead, trained, and motivated a team of 30 sales professionals to ensure consistent achievement of results, area sales, volumes and profitability goals Established productive, professional relationships with key personnel in assigned customer accounts Proactively assessed, clarified, and validated customer needs on an ongoing basis Identified and acquire new, profitable customers and develop strong business relationship with existing customers Activated marketplace initiatives and promotions to build brand development and maximize brand performance Kept up to date with market trend and competitor activities Closely liaised with the marketing team to developed sales promotions and initiatives Controlled accounts receivable Assured pricing policies implementation Networked with business partners and customers Key Achievements: Managed a $6.5 million annual budget Exceeded annual sales target in average by 12% for four years in a row Promoted from Key Account Assistant Manager to Key Account Manager Awarded more areas to cover from handling only Northern Emirates to handling the entire UAE Key Accounts.
2000 to 2003
SALES MANAGER Bloomerang Nashville, TN, Russia
  • Builded and developed relationships with existing and new clients Ensured that existing clients are managed in a way to maximize potential future revenues.
  • Identified new potential clients & secured profitable business.
  • Identified and qualify new opportunities in the local market.
  • Maximized value to the company of all business development and commercial opportunities.
  • Builded and managed market knowledge, competitor knowledge and industry knowledge to generate a valuable BD tool Provided proactive relationship management for the existing business and for future projects consistent with the overarching business development strategy.
  • Build a detailed knowledge of the company product capability in the local market in order that this can be clearly and effectively communicated to current and potential clients.
  • Achieve the monthly Sales Target in accordance with the projected business volume & net profit Negotiated and discussed with both clients' engineers & purchasers the possibility of securing business opportunities/contracts technically & commercially.
  • Minimized risks & proposed new ideas for improving the level of business relationship with customers and recommended new products which might be an added value for the company Key Achievements: Managed a $3.5 million annual budget Opened up new markets such as Italy, Sweden, China, Slovenia and secured key customers Successfully implemented new technology in the Russian market that helped to increase productivity Team leadership Staff training and development Sales management Account Management Client relationship Market analysis Market analysis Process improvement.
Expected in
Bachelor: Business Economy marketing
EHSAL - European University College - Brussels,
Business Economy marketing
English *Croatian *Russian

Account Management, accounts receivable, Assistant Manager, brand development, budget, business development, business plan, cable, Cognos, com, content, contracts, Client, clients, database, delivery, direct sales, direction, Staff training, English, senior management, Finance, focus, forecasting, leadership, Team leadership, Maestro, management reporting, Market analysis, market trend, marketing, market, access, Excel, MS Office, PowerPoint, Word, Network, Performance management, personnel, policies, pricing, processes, Process improvement, profit, quality, relationship management, Russian, selling, Sales, Sales management, sales plans, Siemens, statistics, strategy, strategic, TV, television, trend, upgrades

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School Attended
  • EHSAL - European University College
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