Senior Customer Success Manager, 10/2015 to Current AppNeta – Boston, MA
Increased account portfolio to second-largest on team, totaling 75 customers worth over $2 million in annual revenue.
Onboarded two outside hires by developing training materials and coaching them on team policies and account management techniques.
Collaborated with Finance and Sales and Marketing Ops Departments on initiatives to streamline renewals workflow and increase renewal rate.
Introduced changes to business review process to help team gather more insight around customer use cases and delivery of value.
Presented on-site to 100 product users at largest Boston customer's HQ.
Customer Success Manager, 01/2014 to 10/2015 AppNeta – Boston, MA
Owned third-largest account portfolio on team, totaling 65 accounts worth $1.3 million in annual value.
Conducted business reviews with multiple clients per quarter to establish benchmarks around use cases and communicate value of new features.
Led team in dollars renewed during FY Q3, 2015.
Expanded product footprint with clients by sourcing new opportunities and closing the most upsell business on the team in two quarters.
Collaborated with Vancouver office on customer presentations and ensured users fully understood and realized value from the solution.
Business Development Representative, 10/2012 to 01/2014
Joined company as second hire for only team selling new product at the company.
Closed four new customers and booked the most demonstrations of new hires in my first quarter of business on the team.
Made 100+ coldcalls each day to selfsourced companies and leads.
Relayed product feedback and support / feature requests to Product Managers.
Customer Service Representative, 09/2011 to 07/2012 Electric Insurance Company – Beverly, MA
Built relationships between company and policyholders through client relations practices Communicated a consistent message through written and verbal correspondence Tailored products to clients' needs and clearly explained coverages.
Bachelor of Arts: Business, 2011 Saint Anselm College - Manchester, NH Editor-in-Chief of School Newspaper, Johnny Cupcakes Lecture Coordinator, IT Work Study, Coursework in International Business and International Marketing
Minor: Communications, 2011 Saint Anselm College - Manchester, NH
Google Docs, Salesforce, Inside Sales, Account Management, Negotation
Microsoft Office, Sales Techniques and Cold-Calling, Project Management and Workflow Optimization