Experience

ExtraHop

• United States
• Computer and Network Security
• 400 - 500 Employee

• Customer Success Manager

  • Apr 2023 - Present

  • Conducts regular operational assessments, success plans and executive business reviews to analyze customer success metrics, measure performance against established goals, and identify opportunities for further partnership and growth • Collaborates with the sales team during the onboarding process to provide a seamless transition from the sales cycle to customer adoption, leading to increased customer retention and upsell opportunities • Proactively identifies customer pain points and works cross-functionally with product, engineering, and support teams to drive prompt issue resolution, resulting in enhanced customer satisfaction and loyalty • An advocate and customer champion who utilizes customer feedback and insights within the organization, influencing product enhancements and feature development to better align with customer needs and preferences Show less



insightsoftware

• United States
• Software Development
• 700 & Above Employee

• Senior Customer Success Manager - SaaS

  • Aug 2022 - Apr 2023

  • Delivers exceptional customer service to a portfolio of enterprise clients using Financial SaaS products, resulting in a 95% customer retention rate • Collaborates with cross-functional teams to resolve customer issues and improve the overall customer experience • Negotiates renewals and uplifts, resulting in a renewal rate of 95% and uplift rate of 20% • Identifies opportunities for cross-selling and upselling products and services, resulting in a 15% increase in revenue • Delivers exceptional customer service to a portfolio of enterprise clients using Financial SaaS products, resulting in a 95% customer retention rate • Collaborates with cross-functional teams to resolve customer issues and improve the overall customer experience • Negotiates renewals and uplifts, resulting in a renewal rate of 95% and uplift rate of 20% • Identifies opportunities for cross-selling and upselling products and services, resulting in a 15% increase in revenue



Hays

• United Kingdom
• Staffing and Recruiting
• 700 & Above Employee

• Customer Success Manager

  • Mar 2020 - Aug 2022

  • Served as the primary point of contact for any escalated issues or concerns, resolving them quickly and effectively • Managed a portfolio of enterprise-level clients, ensuring exceptional customer service and support, and driving 95% retention and revenue growth • Worked closely with cross-functional teams, including sales and product development, to identify opportunities for growth and product improvements • Developed and maintained strong relationships with clients by providing proactive, personalized support, and regular communication to understand their business goals and challenges Show less



Professional Partnering Solutions, Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Senior Enterprise Account Executive - SaaS

  • Dec 2017 - Mar 2020

  • Secured key accounts including 3 of the top 5 media agencies in the world, through consultative selling, providing effective customer solutions and promoting business opportunities • Developed high-level supplier diversity SaaS sales presentations, proposals, SOW & pitch deck developments • Closed new and existing business by coordinating requirements, developing/negotiating contracts, and integrating contract requirements • Worked closely with executives and Recommended changes in products, services, and policy Show less



Sazerac Company

• United States
• Beverage Manufacturing
• 700 & Above Employee

• Regional Engagement Manager

  • 2017 - Mar 2020

  Responsible for over 15,000 on-premise accounts throughout North Carolina, Maryland, D.C, Virginia, West Virginia Exceeded company annual accounts team revenue goal of $7 million with $9 million Maintains relationships with brand representatives, distributors, business owners, managers, and employees Constantly monitor consumer trends and create programs/promotions to capitalize on trends Provides feedback on marketing effectiveness and assists in planning new programs and strategies Respond to RFPs, create complex proposals for new work requests, and negotiate contract specifics with clients Show less



Hamilton Edwards, Inc.

• United States
• Human Resources
• 1 - 100 Employee

• Business Support and Account Manager

  • Jul 2014 - Oct 2017

  Initiated and lead projects that have a high level of complexity and visibility Hosted monthly seminars that are educational and provides answers to clients and subscribers Researched emerging industry trends, new applications, concepts to stay up to date with current client challenges Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfactions Responsible for maintaining an expense account in excess of 150K annually Initiated and lead projects that have a high level of complexity and visibility Hosted monthly seminars that are educational and provides answers to clients and subscribers Researched emerging industry trends, new applications, concepts to stay up to date with current client challenges Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfactions Responsible for maintaining an expense account in excess of 150K annually