Alex Mcnamee Email & Phone Number

• Manage all retention opportunities within the Fleet segment of the business• Increased overall customer retention by 8% YoY, in my first year• Built email automation from 90 days out on renewal that increased customer touches and connections, leading to a more productive and thorough dialogue around renewal• Built customer health scores to measure accounts' risk of churn at different periods of their life cycle• Built reports to track KPIs, progress in renewal pipelines, and… Show more • Manage all retention opportunities within the Fleet segment of the business• Increased overall customer retention by 8% YoY, in my first year• Built email automation from 90 days out on renewal that increased customer touches and connections, leading to a more productive and thorough dialogue around renewal• Built customer health scores to measure accounts' risk of churn at different periods of their life cycle• Built reports to track KPIs, progress in renewal pipelines, and key selling features or cancellation reasons• Led time-sensitive outreach for a necessary hardware upgrade to over 1,000 accounts in my first quarter• Created branded instructional videos for use across the business• Met with customers to identify opportunities for upsells and add-ons• Communicate internally and externally with senior management to understand customer needs and pain points, maximize adoption and growth, and identify learning opportunities • Communicate across channels to suggest better customer solutions and negotiate contracts• Perform customer demos as necessary• Work with sales and marketing to identify opportunities and acquire customer testimonials and referrals• Create pricing quotes for renewals, upsells and add-ons, and regularly negotiated to prevent churn and secure optimal terms Show less

Bloomington, Minnesota

• Onboard and train all new customers• Develop training plans for accounts, based on platform usage, adoption and customer needs• Produce support documentation articles to expand company knowledge base within Zendesk• Communicated with customers via ticket, email, phone and virtual video conferencing to answer questions and solve problems • Develop new customer programs, including curriculum and intensive workshops, to drive satisfaction• Plan and conduct in-person and… Show more • Onboard and train all new customers• Develop training plans for accounts, based on platform usage, adoption and customer needs• Produce support documentation articles to expand company knowledge base within Zendesk• Communicated with customers via ticket, email, phone and virtual video conferencing to answer questions and solve problems • Develop new customer programs, including curriculum and intensive workshops, to drive satisfaction• Plan and conduct in-person and virtual workshops• Present and teach at national and regional conferences• Deliver pertinent client feedback to sales and development teams for retention and platform improvement opportunities• Build relationships with customer and key account stakeholders • Responsible for updating pertinent information in CRM• Act as industry expert and partner cross-functionally to advocate on behalf of customers Show less

Decatur, Illinois

Effingham, Ill.

Charleston, Illinois

Eastern Illinois Univeristy

Normal, Ill.