Account Manager at Apex Remote (2024-05 – Present)
- Achieved a 30% improvement in program delivery efficiency by leading cross-functional teams in customer-facing program planning and prioritizing engagements, utilizing strong relationship management and customer engagement strategies in a SaaS account management environment.
- Increased Microsoft product utilization by 10% by monitoring customer engagement and adoption trends using data analytics, and leveraging Salesforce for tracking and reporting in an account management setting.
- Reduced fraudulent activity by 15% and successful cyber-attacks by 20% by conducting in-depth investigations and implementing change management initiatives to optimize security protocols for client accounts.
- Enhanced customer satisfaction and engagement by collaborating cross-functionally with internal teams to deliver tailored solutions, utilizing strong presentation skills to communicate value and address client needs.
- Delivered measurable gains in client performance and security by providing actionable insights and recommendations based on data analytics, supporting ongoing customer engagement and account management initiatives.
Senior Customer Success Manager at Fairmatic (2022-12 – 2024-01)
- Drove a 37% increase in renewals and achieved an 88% retention rate across a $4M SaaS account portfolio by leveraging Salesforce for relationship management, monitoring customer engagement, and identifying upsell opportunities.
- Reduced customer onboarding times by 50% and increased software adoption by 30% by collaborating cross-functionally with product and technical teams to implement change management strategies and streamline onboarding processes.
- Decreased customer churn by 20% and improved policy compliance by 20% by designing and executing targeted customer engagement initiatives and utilizing data analytics to optimize account management strategies.
- Enhanced efficiency of customer success operations by applying data analytics to streamline onboarding and renewal workflows for 200 SaaS accounts, resulting in improved customer outcomes.
- Accelerated time-to-value for new customers and improved client satisfaction scores by utilizing presentation skills and relationship management to communicate workflow improvements and deliver training in a cross-functional environment.
Senior Customer Success Manager at A Squared Consulting Services (2022-01 – 2022-12)
- Reduced customer churn by 12% and increased annual recurring revenue by $2 million through strategic account management and customer engagement for SaaS clients, leveraging Salesforce and data analytics to drive proactive retention efforts.
- Decreased onboarding time by 15% and improved customer satisfaction scores by 10% by streamlining the onboarding process, collaborating cross-functionally with product and development teams, and implementing change management best practices.
- Increased monthly customer feedback reviews by 20% by creating and launching a customer feedback system, applying data analytics to generate actionable insights and utilizing presentation skills to share findings with executive stakeholders.
- Enhanced product features and improved client retention by collaborating cross-functionally with product and development teams and leveraging relationship management skills to advocate for customer-driven enhancements.
- Drove ongoing client satisfaction and long-term success by maintaining strong relationship management practices, ensuring customer engagement and retention through effective account management and executive-level presentation skills.
Senior Consultant-Business Operations Improvement at Robert Half (2020-09 – 2022-12)
- Increased client satisfaction and retention by 20% on enterprise business operations improvement projects by leveraging relationship management, account management, and customer engagement strategies.
- Reduced project delivery time by 30% by identifying inefficiencies through data analytics and collaborating cross-functionally to implement SaaS-based workflow improvements.
- Achieved a 20% increase in operational efficiency for 10 enterprise clients by managing software implementation projects and utilizing change management and presentation skills to drive user adoption.
- Attained a 95% user satisfaction rate by delivering effective presentations and training to over 100 employees, supporting change management and SaaS adoption initiatives.
- Drove sustainable performance enhancements and maximized business value by collaborating cross-functionally and utilizing Salesforce to track project milestones and client feedback.
Customer Success Manager at A Squared Consulting Services (2018-06 – 2021-12)
- Increased annual revenue by 10% through targeted upsell and cross-sell initiatives, managing a portfolio of 60 SaaS accounts and leveraging Salesforce and data analytics to track pipeline and identify growth opportunities.
- Achieved a 90% customer satisfaction rating by implementing change management best practices, delivering engaging training sessions, and ensuring proactive customer engagement and support for SaaS clients.
- Drove a 75% technology platform adoption rate by leading onboarding programs, conducting impactful presentations for stakeholders, and maintaining strong relationship management with enterprise clients.
- Improved customer retention and long-term success by working cross-functionally with product, sales, and support teams to address customer needs, refine processes, and deliver consistent value.
- Enhanced executive-level communication and stakeholder buy-in by developing and delivering clear presentations that translated data analytics insights into actionable recommendations for clients and leadership during SaaS implementations.
Senior Implementation Consultant at Deloitte & Touche LLP (2016-06 – 2017-07)
- Enhanced operational consistency and customer engagement across 100+ retail teams by leading cross-functional teams and applying change management principles for global SOP rollouts.
- Achieved a 75% improvement in operational efficiency by leveraging data analytics, SaaS solutions, and cross-functional collaboration during site audits.
- Reduced operational costs and improved financial outcomes by delivering executive presentations, strengthening relationship management, and utilizing Salesforce for account management.
- Drove successful adoption of new strategies by managing change management initiatives and using presentation skills to train senior stakeholders.
