Enterprising Account Manager with [Number] years of experience in [Type] industry. Expert in [Software] and client relations with proven success streamlining processes for optimized client satisfaction. Dedicated to detailed, accurate and proactive work.
Developed and implemented growth strategies including account planning, upsell campaigns, and customer relationship management through client expertise, a deep understanding of products and services, industry knowledge, and business goals.
Hired, trained, developed and managed a growing account management team, in a fast-paced ever-changing environment. Strategically aligned department and individual performance and goals with client needs and organizational objectives.
Created, documented and executed new and existing operational processes involving cross functional departmental collaboration, resulting in a standard implemented organization wide.
Established tiered pricing models, negotiated contracts, coached account management staff on price quote and closing strategies.
Responsible for the satisfaction, retention and growth of a $7,000,000 portfolio of key national accounts comprising 30% of recurring monthly company revenue, while simultaneously operating as department head.
Established and improved customer relationships as a trusted business advisor ensuring multi-level engagement and inclusion of C-suite, sales, operations, IT, payroll and accounting leaders.
Proactively performed account reviews to evaluate client demands, software utilization and operational challenges. Applied understanding of customer's strategic initiatives and inefficiencies to identify consultative selling opportunities for new products and services.
Conducted product presentations to educate customers on new products, integrations, features and software utilization best practices to improve customer experience, efficiency, drive expansion and ensure realized value of SAAS investment.
Prioritized and resolved customer technical and service escalations, successfully balanced customer urgency with company resources. Monitored and reported to leadership potentially at risk customers and provided assessment and recommendations for resolution.
Organized and traveled to emergency and proactive onsite client visits. Lead business reviews, analyzed customer needs, provided revenue and non-revenue generating solutions and achieved conflict resolution.
Took charge of company marketing, public relations, tradeshows, event planning and social media prior to establishment of formal marketing department. Implemented website re-design including content creation, new site architecture and navigation scheme. Project completion and website launched two weeks prior to targeted deadline.
Identified need for targeted strategic alliances effort. Evaluated and secured new integration partners based on customer value and industry and technology shifts. Managed and grew partner relationships, negotiated contracts and developed bi-directional process workflow from sales lead through implementation. Collaborated with development, quality assurance, training, sales, marketing, project management on roll out of new partners.
Achievements
Established and grew Account Management department from inception. Continual re-evaluation of effectiveness and change management contributed toward 98% customer retention rate year over year.
Headed organization and execution of annual three-day customer event. Increased attendance 35% year over year with an average return attendee rate of 85%.
Appointed by CEO to lead ACA software compliance project. Collaborated with leadership team, American Staffing Association legal counsel and internal software developers. Created ACA process documentation, conducted internal trainings and customer webinars. Consulted with clients on best practices for execution.
Developed and executed multi-level customer communication system and methodology for emergent situations, marketing and product updates.
Continually exceeded sales quota achieving highest departmental sales for five consecutive years. 2018 exceeded quota by 800%.
Held progressively responsible and diverse roles during 15-year tenure including Trainer, Training Manager, Director of Implementation and Support, Vice President Sales and Service.
Directed staff planning, recruitment, performance management, work assignments, training, mentoring, and recognition or disciplinary actions for teams of trainers, implementation consultants, support technicians, implementation technicians, outside sales representatives and their respective supervisors.
Collaborated with external and internal stakeholders to drive through product enhancements, both long term strategic and needs based feature sets.
Assisted with all aspects of product lifecycle process from needs-based identification through development, user interface, quality assurance, technical documentation, pricing and customer deployment.
Identified need for, created and executed multiple customer enrichment programs including onsite productivity analysis, train the trainer, W-2 and year end close service, onsite parallel and live week consulting.
Created software training curriculum, documentation, conducted classroom, virtual and onsite trainings.
After merger of three U.S. divisions, lead support and account management teams in MN, GA and VA for nine unique product lines. Created cross product/division training programs to ensure resource redundancy.
Successfully mediated, deescalated and resolved customer disputes, issues. Served as point of escalation when efforts were previously unsuccessful.
Served as technical and operational SME for sales representatives during prospect presentations. Devised and presented creative solutions to sales barriers.
Accomplishments
Instrumental member of three-personteam responsible for sale of product source code to Peoplesoft.
Coordinated and executed 27 customers successfully going live on software in a single month after competitor acquisition.
Guided teams through transition from local privately owned company to publicly held U.K. based company, ensuring employee buy in and sustained productivity.
Successfully transitioned support department from outsourced model to internal within 18 hours of closure notification. Overnight customized CRM software into support ticketing system, produced process manual and selected and hired outsourced support staff.
Selected as advisor to U.K. divisions product managers and sales team during global expansion into high volume light industrial staffing market.
Served as solo on the ground resource for 42 branch/8 week software implementation replacing a Thomasville Georgia staffing companies legacy front and back office system.
Key member of team responsible for design, creation and roll out of integrated payroll/billing/AR/AP/GL system.
Responsible for all Human Resource generalist functions for both corporate and field staff, maintaining compliance with federal, state, and local employment laws and regulations.
Oversaw work performance and assignments, and recognition or disciplinary actions for three-person Human Resource team.
Coached department managers on employee development, attended disciplinary procedures and terminations.
Sourced, interviewed and placed qualified candidates on temporary staffing assignments.
Managed a portfolio of clients and ensured customer satisfaction.
Processed same week payroll averaging 200 pay checks per week.
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