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Summary
High-achieving Enterprise Account Executive and Customer Success Manager experienced at matching account needs with company products and services while pursuing upsell opportunities and seeking new business. Known for strategic thinking, results-driven, and excellent communication and interpersonal skills.
Skills
Negotiation and persuasion
Research and analysis
Customer relationships
Needs assessments
Key account oversight
Strong presentation skills
Business growth opportunities
Strategic initiatives
Consultative and relationship selling
Key account development
Experience
09/2019 to CurrentEnterprise Account ExecutiveUdemy | Chicago, , GA
Increased sales revenue by 25% in 2020 despite the unprecedented times.
Identify, prospect, and acquire net new logos that needs First Notice of Loss intake reporting within the US, Canada and Mexico.
Recognize and engage with the decision makers within an organization to uncover their needs, demonstrate the value of our products, and assist them through the implementation process.
Deliver presentations in a compelling manner to key decision makers.
Analyze existing services/contracts to identify portfolio expansion opportunities that will increase a customer’s total account value.
Understand the competition and current industry developments within the claims intake space.
Collaborated with development and implementation teams to ensure a high quality and customized program build based on customer requirements; and promote customer retention.
Put together and implemented personalized solutions for each client.
Provided product demonstrations for customers to showcase features, handle concerns and capitalize on new sales opportunities.
Used effective communication and interpersonal skills when meeting and speaking with clients, promoting long-lasting relationships.
02/2018 to 09/2019Customer Success/Relationship ManagerHarsco Corporation | Hillsboro, , GA
Manage the overall customer relationship of new and existing programs with a total ARR of 2M.
Document and track customer success factors and potential issues through quarterly strategic business reviews.
Identify client’s business needs and requirements and successfully communicate those needs to internal personnel for action.
Champion customer growth opportunities for revenue growth through involved advocacy and collaboration with internal teams.
Conduct and delegate the day-to-day client requests to client support resources to ensure timely response and resolution (i.e.
Running ad hoc reports, training Clients on various system / program protocol, and changes to client programs).
Participation and facilitation of on-site or off-site client visits and/or conference calls.
Build value within the account by leveraging other product/service offerings Navex Global provides that could be potential fits/fixes to an existing Clients program.
Identify areas of opportunity with product/service offerings and express them to Product Development/Management in a timely fashion.
Communicate client product feedback to the internal product development team.
Work with IT to identify areas in our technology offerings that have inefficiencies.
11/2016 to 02/2018Program Consultant/Implementation ManagerNAVEX Global, Delivery Services | City, , GA
Responsible for managing 35-40 implementation projects, including developing project
objectives, prioritizing project responsibilities, delegating tasks, executing project deliverables,
and tracking and measuring project to successful and on-time completion.
Developing, building and configuring Web-Based Online Training courses using proprietary
technical tools.
Exhibit proficiency with setting client expectations, establish project timelines, and motivate
internal and client participants to deliver in scope and on time.
Regularly communicates with other internal departments and team members to ensure client
needs are met and deliverables are on target.
Work with clients to understand business objectives/workflow and customize the client’s system
configuration to achieve objectives.
Defining and communicating requirements for client specific web/portal pages used in
conjunction with NAVEX Global applications.
Educate and train users on NAVEX Global applications through webinars.
Identify and lead projects defined to enhance existing internal processes and procedures;
promoting efficiency, scalability, quality, and client satisfaction.
Communicate client product feedback to the internal product development team.
Identify potential system and client relationship enhancements.
Identify opportunities during implementation to optimize client system performance, promote
client programs, and grow client accounts.
CSAT Score of 9.67% for Q3 2017
- Upsold 200% over Q3 2017 target
Company: NAVEX Global
Governance Risk and Compliance.
10/2014 to 11/2016Operations SupervisorContact Center | City, , GA
Responsible for coaching and developing 40+ Communication Specialists in all areas of
performance, including metrics and behaviors related to customer experience.
Coaching and
development activities include listening to individual calls and providing feedback/training,
facilitating one-on-one coaching sessions with team members, and facilitating discussions on
weekly/monthly goals achievement.
Setting goals and action plans with Communication Specialists to ensure on-going quality,
efficiency and productivity improvement.
Collaborates with Operation Supervisors, Quality Assurance, Training, Client Services and other
department heads in analyzing and addressing external and internal performance results.
Identifies the root cause of quality defects, propose and implement process improvement
initiatives, standardizing controls and close loop procedures to ensure continuous improvement.
Partners with the Contact Center Manager to develop and communicate performance
evaluations.
Performs payroll on a regular basis.
Delivers appropriate corrective action on performance and attendance as needed.
Responsible for communicating policy updates and company information.
Handle escalated caller issues as needed.
Interact with cross-functional support groups in order to manage the day-to-day operations.
Work closely with the learning and development team to ensure consistent and accurate training
& development.
Perform other related duties and responsibilities as assigned and/or required by upper
management.
Education and Training
Expected in 2006Bachelor of Science | AccountingSaint Louis University, Baguio City, GPA:
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