Customer Growth Manager

• Jul 2023 - Present

Senior Customer Success Manager

• Aug 2022 - Jul 2023

• Serve as primary, post-sales point of contact for a portfolio of district customers, ensuring the highest quality customer experience • Lead customer training webinars • Plan and execute customer retention campaigns • Implement email customer engagement and retention campaigns • Align expectations and goals to ensure instructors and students are set up for success • Demonstrate value of educational software • Understand customer needs and identify opportunities to upsell • Utilize scalable processes allows for more personalized customer support • Build trust and create value for sales partners to enable sales and focus on revenue generating activities Show less

Account Manager

• Mar 2020 - Jun 2022

Inside Sales Representative

• 2012 - Aug 2019

- 6-time Goal Achiever – 2012, 2013, 2014, 2015, 2017, 2018- 2-time Leadership Council Member – 2015, 2016 - Top Performer – 2017- Product Demonstration Contest Winner – 2012- Maintained and grew $5 million dollar sales base with smaller colleges throughout the United States- Responsible for building and maintaining customer relationships in Texas, Oklahoma, Minnesota, Mississippi, Iowa, Ohio, and Michigan while being mainly based in Ohio- Traveled across the country to service high priority accounts and seed adoptions for takeaway business- Built and developed sales pipeline information from prospect creation to sales closed within Salesforce- Increased customer participation in promotional activities by influencing instructors to attend Pearson off-campus events- Analyzed sales data to create sales plans on a seasonal and daily basis- Developed and delivered digital messaging to professors regarding new Pearson products, policies, and continuing education credit opportunities- Reinvented print-only business into stickier, technology-driven adoptions- Tracked communication events within Pearson systems to confirm customers were notified of new materials in a timely fashion- Professionally provided efficient and reliable customer support for instructors at 100+ schools - Collaborated with District Manager and Marketing teams on a daily basis to create and implement sales plans and priorities- Uncovered customer goals and needs to provide solutions to improve their educational outcomes- Strategized with management and marketing teams to create and execute sales plans on larger target accounts- Developed understanding of online educational platforms for the humanities, math, and science in order to advance sales in these areas- Conducted over 90 prospecting calls per week in addition to additional mail merge customer outreach Show less

Developmental Editor

• 2007 - 2012

- Managed 30+ automotive, electronics, and alternative energy books and digital products- Identified market needs and incorporate solutions into products- Coordinated product information distribution with marketing and sales departments- Responsible for competitive analysis- Planned manuscript and supplement development- Directed pools of reviewers and analyze their feedback- Solicited and interpreted market opinion via surveys and reviews

Editorial Assistant

• 2006 - 2007

- Managed manuscript submittal process- Oversaw delivery of materials to production- Coordinated author writing schedule with marketing materials