Exceed assigned net-retention goals on a monthly, quarterly and yearly basisEstablish and maintain trusted relationships with a portfolio of clientsAcquire a thorough knowledge and understanding of customer needs and requirementsExpand relationships with existing customers by proposing solutions that meet their objectivesConsistently grow book of businessServe as the link of communication between customers and internal teamsMaintain strong relationships by planning and organizing daily work schedule to visit or call on prospective customers and potential business development opportunitiesWork closely with sales leaders to develop and execute against a plan that leads to the creation and maintenance of a robust pipelinePlanning and presenting reports on account progress, goals and quarterly growthAccurately forecast monthly, quarterly and yearly growthResolve customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to managementMaintain expert industry knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societiesComplete daily account visit reports, monthly expense reports and other surveys and reports as required.

Manage a team of account managers to meet/exceed objectives and key resultsHire, train, motivate, lead and coach team membersMonitor lead processes and metricsEnsure effective use of sales systems, such as Salesforce and OutreachMeet or exceed all monthly and quarterly team objectivesServe as role model to team through individual results and best practicesCollaborate cross-functionally with marketing, sales ops, etc to ensure proper communication and roadblock removal

Meet and exceed growth objectives by growing and expanding revenue and engagement in a managed book of business beyond initial contract activationWork closely with clients to build and implement account plans and strategies to ensure growth, engagement and success of a managed book of business. Duties include: sponsorship start-up, technical support, conflict resolution, quarterly reviews, up-sells, retention calls and payment collectionsMaximize client success by effectively communicating company value proposition and offerings by acting as a product and training evangelist and coach

Manage a team of Account Managers responsible for minimizing churn and increasing monthly reoccurring revenueMaximize territory performance by analyzing key metrics, creating strategic solutions, and assisting with execution as necessary to achieve desired resultsContinuously develop team members through routine goal setting, genuine mentorship, and excellent strategic adviceResolve client escalations in a timely manner with poise

Manage an average of 450 clients while providing the highest level of customer service and support using Salesforce.comProspect within my book of business to target for upselling/cross-selling other Avvo products, such as our proprietary SaaSMentor and train new hiresAssist clients in the content and design of their Avvo profile and advertisements Support the Marketing team at our annual conference and presented to over 300 attorneys as the hostAct as marketing liaison for attorneys by interacting with third party companies on their behalf

Responsible for supporting and fostering client relationships Reviewed all major deliverables to ensure quality standards and client expectations are met Aware and in pursuit of opportunities for account growth and new businessNegotiated contracts with current and potential clientsUpsold current clients on new support plan

Performed vendor gap analysis on top marketsNegotiated deals with potential partnersWorked with vendors to make sure all orders were accepted within SLA guidelinesDocumented and relayed detrimental carrier issues to the CEOBuilt positive relationships with multiple carriers to ensure we were receiving the best service possibleEnsured all orders were delivered on time to customers by reviewing daily reporting dashboards. Consistently reached monthly goal of 85% gross to shipped ordersManaged escalated customer issues using Salesforce and provided resolutions that benefited both the customer and the businessReviewed orders for accuracy and profitabilityBuilt and maintained strong vendor relationships

Ensured that processes within the department operated efficiently and effectivelyNegotiated contracts with trucking companies such as USF Reddaway, Roadway, and Old DominionImplemented processes to comply with strict Vendor Compliance Agreements to avoid chargebacks. Resulted in savings in excess of $3000 per monthManaged a team of 8 individualsHelped to successfully implement company web storeImplemented EDI and UPS Worldship proceduresReviewed customer service employee work for accuracy and promptnessDelegated tasks based on skills and workloads to other employeesProcessed and arranged all UPS and trucking shipmentsAssisted sales team and accounts receivable with customer data

Created brochures and flyers using Microsoft PublisherTrained and scheduled new employeesProcessed USPS, UPS, and FedEx shipmentsProficient in point of sale functionsSupervised all escalated customer service issues