Customer Success Manager I

• Apr 2023 - Present

Account Manager

• Oct 2021 - Jan 2023

Developed & maintained business with 120+existing accounts, while upselling and expanding growth within accounts Responded to customer's questions and identified customer's needs Collected feedback for internal teams and engaged technical resources as required Escalated issues as appropriate to Customer Success Leadership and/or AM management Utilized Salesforce CRM and ChurnZero to provide accurate sales activity tracking and status updates Created customer presentations, quotes/proposals, and Executive Business Reviews (QBRs/EBRs) Show less

Customer Success Manager

• Mar 2021 - Sep 2021

Managed customer relationships with over 70 assigned accounts. Proactively engaged with clients through meetings, phone and email communication. Worked collaboratively across Sales, Implementation, Customer Support, Tech Support, and Product teams to onboard new accounts, understand key client business drivers, and ensure customer success. Engaged with customers who churned (or were in the process to churn) to understand and attempt to salvage. Managed customer relationships with over 70 assigned accounts. Proactively engaged with clients through meetings, phone and email communication. Worked collaboratively across Sales, Implementation, Customer Support, Tech Support, and Product teams to onboard new accounts, understand key client business drivers, and ensure customer success. Engaged with customers who churned (or were in the process to churn) to understand and attempt to salvage.

Customer Experience Manager

• Apr 2019 - Sep 2020

Five9 is a leading SaaS cloud contact center companyWorked with CX team on specific initiatives to cultivate customer success and to drive collaboration with cross-functional organizations within Five9Worked on various projects, specifically managed and internally communicated the Net Promoter Score (NPS) Survey System and Customer Connection Program (CCP)Implemented new processes with the CX team based on direct customer feedback

Enterprise Account Manager

• Jan 2017 - Apr 2019

Focus was on ensuring success and satisfaction with some of Five9’s largest accounts. In addition to retaining customers, helped Five9 customers grow and expand with additional services and productsAchieved 90%+ assigned revenue quota and retention goals for 30+ Five9 enterprise accounts; Qualified for President’s Club in 2018Maintained solid relationships with key customer stakeholders and executive sponsorsPerformed business reviews to determine customer satisfaction and to proactively identify the customers’ needs Identified expansion opportunities with Five9 products and services for existing customersEnsured the timely and successful delivery of solutions according to customer needs and objectivesProjected territory/account revenue and prepared accurate sales forecasts Show less

Customer Success Manager

• 2013 - 2016

Genesys is a SaaS contact center company Managed relationships and customer expectations with 50+ corporate accounts and on-boarded new accounts Identified, up-sold and cross-sold opportunities within accounts Performed regular customer meetings, business reviews and success plan discussions Acted as liaison between technical and non-technical teams, internally and externally, to manage customer issues and guided them through to resolution Stayed up-to-date on products/services/best practices that helped customers achieve their goals Tracked customer metrics, provided Tier 2 support, and managed contract renewals Projected account revenue and prepared accurate sales forecasts Top performer on the mid-market team; created $614K in Professional Services with 52 opportunities since January 2015 Percentage-to-Goal Attainment(s): 2014: 96% Individual; 2015: 102% Team; 1H 2016: 99% Team Show less

Operations/Expense Administrator (Contractor)

• 2012 - 2013

Raytheon Trusted Computer Solutions, Inc. (RTCS) develops cross domain and cyber security solutions that enable government and civilian agencies to share and access information securely across multiple classified networks Used SharePoint to facilitate and administer reports to senior management, provided labor report variation information and reporting comparisons on government contracts Reviewed labor invoices and provided invoice approvals to finance and billing teams Developed and administered annual compensation plan letters for eligible members on PS team Created and facilitated quarterly Web-Ex meetings and led bi-weekly deployment schedule meetings Show less

Account Lead

• Jan 2012 - Apr 2012

Play Today DC was a community-based, start-up organization focused on family and children-type events with easy-to-order application. The company went out of business shortly after April 2012 One of the first ten hired to focus on sales and customer engagement for the start-up organization Worked closely with management and business development team in attempt to grow business Introduced new account relationships, met with clients, and added listings to website Play Today DC was a community-based, start-up organization focused on family and children-type events with easy-to-order application. The company went out of business shortly after April 2012 One of the first ten hired to focus on sales and customer engagement for the start-up organization Worked closely with management and business development team in attempt to grow business Introduced new account relationships, met with clients, and added listings to website

Operations Manager

• 2011 - 2012

Business that provides virtual office space in various locations in the Northern VA/DC area Managed onsite employees and maintained the day-to-day functions of the suite including: customer service, building management, sales and billing Prospected clients through networking, marketing, and leads Negotiated and closed contracts and renewals Business that provides virtual office space in various locations in the Northern VA/DC area Managed onsite employees and maintained the day-to-day functions of the suite including: customer service, building management, sales and billing Prospected clients through networking, marketing, and leads Negotiated and closed contracts and renewals

Commercial Account Manager

• Jan 2011 - May 2011

Information Concepts is a fixed-price custom software development firm started in 1982. Methodologies for Planning, Development and Management have been instrumental in planning and deploying successful solutions for over 30 years. Sold fixed-price, custom development software solutions thru cold-calling and networking Attended partner/training seminars and developed relationships with Microsoft and Google representatives Information Concepts is a fixed-price custom software development firm started in 1982. Methodologies for Planning, Development and Management have been instrumental in planning and deploying successful solutions for over 30 years. Sold fixed-price, custom development software solutions thru cold-calling and networking Attended partner/training seminars and developed relationships with Microsoft and Google representatives

Education Sales Representative

• 2010 - 2011

Oracle University offers in-classroom and online training and certifications whether Cloud, Database, Java training, etc. Certifications also offered to validate skills. Sold Core Technology Training and worked strategically with internal channels as well as external clients Contributed to business development efforts by continually prospecting and contacting current/prospective clients utilizing Oracle/Sun technology Oracle University offers in-classroom and online training and certifications whether Cloud, Database, Java training, etc. Certifications also offered to validate skills. Sold Core Technology Training and worked strategically with internal channels as well as external clients Contributed to business development efforts by continually prospecting and contacting current/prospective clients utilizing Oracle/Sun technology

Business Development Manager

• 2009 - 2010

Axios Systems is a provider of Service Desk, IT Service Management and IT Asset Management software. The assyst enterprise application suite was the first to support IT Infrastructure Library best practices. Prospected for qualified sales/business opportunities via webinar campaigns and cold calling Worked closely with Territory Managers as well as Solution Consultants and Marketing Axios Systems is a provider of Service Desk, IT Service Management and IT Asset Management software. The assyst enterprise application suite was the first to support IT Infrastructure Library best practices. Prospected for qualified sales/business opportunities via webinar campaigns and cold calling Worked closely with Territory Managers as well as Solution Consultants and Marketing

National Account Development Manager

• 2001 - 2009

Getty Images (formerly JupiterImages, Inc) is a supplier of stock images, editorial photography, video and music for business and consumers, with an archive of over 200 million assets. Sold stock photography to national accounts, mainly advertising agencies and design firms Conducted webinars and provided information to clients regarding services and other offerings Generated sales revenue from new and existing clients through cold calling and up-selling Promoted to Accounts Team Leader within the first six months of employment; asked to be a part of the company’s restructure management team on two occasions Promoted to Strategic / National Account Executive with company restructuring in February 2005 Developed new sales strategies alongside the director and manager of sales In 2008, over 100% of quota from Q2 - Q4; In 2007, increased revenue with top account by 195% and increased revenue with top five accounts by 89% Top salesperson in 2003 and 2004 (averaged 120% of individual quota for the year 2004) Show less