Amanda Phillips

Senior Customer Success & Account Management leader with 20+ years of experience managing enterprise portfolios and driving 90%+ retention through strategic lifecycle ownership, executive relationship management, and proactive risk mitigation. Proven ability to lead onboarding, renewal strategy, and escalation resolution while translating KPI performance and ROI insights into long-term customer growth. Skilled in cross-functional collaboration, process optimization, and CRM-driven revenue visibility.

Senior Account Manager at Clean Suite, LLC (2024-02 – 2025-09)

Managed onboarding and ongoing account support for 30+ SMB client accounts, including a small portfolio of enterprise clients

• Maintained an 85% retention rate by proactively addressing client needs and leveraging Jira to track and resolve service issues
• Reduced average resolution time by 20% through process improvements, improving service efficiency and client satisfaction
• Conducted regular account reviews to assess performance, identify improvement opportunities, and strengthen client relationships
• Leveraged HubSpot dashboards to track customer activity and key performance metrics, improving visibility and enabling data-driven decision-making
• Developed SOPs for customer accounts and implemented Confluence as a centralized knowledge base to support consistency and scalability

Sales Exec/Account Manager (Success & Renewals) at Properly, Inc (2022-07 – 2023-09)

Managed the full post-sale customer lifecycle, including onboarding, implementation, and renewals, across 40+ active accounts

• Leveraged HubSpot CRM to track customer health, pipeline activity, and revenue trends, improving visibility and proactive account management
• Drove a 5% increase in customer renewal rates through improved onboarding, customer engagement, and proactive lifecycle management
• Partnered cross-functionally to ensure seamless project execution, timely delivery, and alignment with client objectives
• Analyzed performance metrics (KPIs) to identify trends, reduce costs, and improve service quality and operational efficiency

Director of Operations at Roost Austin (2021-11 – 2022-04)

Led operational strategy and service delivery improvements, increasing customer satisfaction from 82% to 91%

• Developed scalable workflows using Excel for inventory management, implemented Asana to streamline operations, and built an in-house system for tracking billing
• Reviewed weekly performance metrics and implemented quality improvements to ensure regulatory compliance and consistent service execution
• Reduced business risk through staff performance management, training enhancements, and proactive operational oversight

Global Operations/Account Manager at AMBER LODGING CO (2017-05 – 2021-11)

Owned global customer operations and service delivery for a portfolio of enterprise accounts, driving consistent performance, customer satisfaction, and long-term retention

• Partnered cross-functionally with internal teams to ensure seamless project execution, timely delivery, and alignment with client objectives
• Implemented SOPs that improved efficiency, reduced service disruptions, and supported portfolio growth
• Served as the primary escalation lead for complex customer issues, leading root-cause analysis and coordinating cross-functional teams to drive timely resolution and restore client confidence

Vendor Services Manager at AMBER LODGING CO (2016-05 – 2017-05)

Managed vendor relationships and procurement solutions

• Negotiated pricing and terms with vendors for cost-effective procurement solutions
• Developed and maintained comprehensive documentation of vendor agreements and contracts
• Conducted business reviews with vendors to assess performance (service delivery timelines), share insights, and align on strategic goals, upcoming initiatives, and long-term roadmaps

Branch Manager at ENTERPRISE RENT-A-CAR (2010-02 – 2014-04)

Managed branch operations and client relationships

• Facilitated weekly meetings with staff members to discuss progress on current initiatives
• Fostered relationships with corporate clients to drive business partnerships
• Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment
• Reviewed and analyzed reports, financial statements, and billing for profit and growth forecasts

Bachelor of Science in Economics, Business Administration – Texas A&M University