Customer Success Manager

• Aug 2021 - Present

Partnering with over 4,000 firms nationwide, Expert Institute provides expert consulting, case management, strategic research, expert due diligence, and more to help attorneys build strong cases and win higher settlements. Our team of researchers, medical doctors, client advocates, business development leaders, and technologists are changing the future of legal technology. • Managed $1M+ book of business. • Within the first 3 months - exceeded retention goals achieving 100% and increased Annual Contract Value by 125% • Responsible for introduction and product adoption for newly signed clients. • 85% of new clients utilizing 50% of engagements within 50% of their contract • 40% avg increase in Net Value on conversions, resulting in 1-3 year continued partnerships • 90% utilization in 2021, 85% utilization in 2022, 103% utilization rate in 2023 (on-target) • Weekly/Monthly touchpoints with clients to ensure full utilization of the vast services • Consulted best practices to better align clients goals/pain points with the product Show less

Senior Customer Success Manager

• Apr 2019 - Sep 2020

Developing long-term relationships with clients and overseeing sales. Ensuring client satisfaction and generating new sale opportunities.• Managed $1.5M recurring revenue for the largest book of business in this membership product.• Produced $2M per year of annual recurring revenue through renewals, new sales & upgrades in memberships; top performer in dept Q1 2020• Utilized an expert consultative selling approach with customers and quickly became known as a trusted top customer advisor within the group of gross member retention.• Consistently exceeded the Customer Health Score (CHS) at 34% to a dept average of 19% measuring how much a client optimizes their membership.• Provide initial sales, support and effective account management to build new and retain memberships (small group learning) for dentists delivered both remotely through a recurring revenue, subscription membership and through on-premise course attendance. Show less

Customer Success Manager

• Sep 2017 - Apr 2019

Team Manager

• May 2012 - Sep 2017

• Applied strong leadership talents and problem solving skills to maintain team efficiency and organized workflows to meet weekly demands.• Provided support in the development of a client portfolio from $300K to $3.2M within 5 years• Achieved top 10% in the company in sales 5 out of 8 years among 3,000+ employees nationwide.• Pricing strategy with both carriers and customers

Logistics Account Executive

• May 2009 - May 2012

The Logistics Account Executive position is the backbone of our company. This position combines both sales and business development, along with day-to-day logistics and dispatching duties all in the same role. Account Executives are responsible for not only building their own customer base from the ground up, but also ensuring that clients receive world class service from the moment of pickup until delivery on each and every shipment.In terms of the skill set needed, there is no one particular major or background that determines your success at TQL. We operate in a fast-paced industry that requires incredible discipline and an outstanding work ethic. Confidence, persistence, and resiliency are the traits that will make you successful in our organization. Show less

Senior Business Development Manager

• 2008 - 2009

• Identified opportunities and sought after new leads to build up pipeline using alternative methods (Google maps and CRM leads). • Call heavy position with 100+ calls daily to prospects. • Achieved #1 in sales from generated leads within first year • Identified opportunities and sought after new leads to build up pipeline using alternative methods (Google maps and CRM leads). • Call heavy position with 100+ calls daily to prospects. • Achieved #1 in sales from generated leads within first year