In my role as an Associate Customer Success Manager, Scale:I partnered with mid-market and enterprise customers (up to $200k ARR, roughly $2million ARR in total) at all stages in the customer lifecycle (pre-sales and post-sales) on time-bound, scoped 1:1 engagements. Implement 1:many programs to efficiently drive customer outcomes at scale. Tested playbooks and program ideas, and monitor results based on defined customer metrics. Partnered cross-functionally to translate business needs and product requirements into new solutions for customers. Coach customers to be product specialists through methodology trainings and providing self-service resources. Drove customer references and case studies.Highlights of Key Achievements:• One of three Founding Grid Migration Subject Matter Experts assigned to data migration projects, and created an internal training session focused on data migrations (Grid Migrations) for the Sales and Customer Success teams.• Member of the Competitive Intel Beehive (internal focus group enhancing the process to find resources in real-time for customer-facing teams to overcome objections when discussing Slack’s biggest competitor). Helped create a resource workflow tree to allow teams to find the correct combat resources in time-sensitive scenarios.• Consult C-level executive decision makers on best practices to maximize Slack solutions, and uncover opportunities for Account Executives to upsell additional solutions.• Use customer data to conduct Business Reviews to identify areas of improvement in usage, and identify potential churn risks. Collaborate with Account Executives and Renewals Managers to mitigate churn risks for upcoming customer renewals.

In my role as a Customer Success Manager:I was a dedicated advocate and main point of contact for all customer needs. Cross-functionally working with all departments to ensure a seamless CX. Developed relationships with external partners to educate mid-market accounts on the most current advances in the CCaaS industry. Tracked customer journey via CRM to analyze reports and trends to implement success or risk plans to reduce churn, improve customer satisfaction, and manage pipeline. Partnered with Subject Matter Experts to provide technical insight and drive upsell opportunities through discoveries and customized demos. Highlights of Key Achievements:• Successfully obtained Q1 (104%) and Q2 (102%) goals by exceeding quota and customer expectations. • Consulted C-level executive decision-makers on best practices and furnish business suggestions to enhance their contact centers.• Conducted Executive and Quarterly Business Reviews to identify upsell opportunities and potential churn risks.• Oversaw contract renewals and pricing negotiations with C-level executive decision-makers.

In my role as an Account Executive:I administer multiple facets of sales operations including managing pipelines and developing sales strategies with a focus on continuous business growth. I negotiate contracts with C-level executive decision-makers to upsell integrated facilities services and products. I steer new business development operations via qualifying leads, developing pricing proposals, and delivering sales presentations. I utilize CRM to track sales activities and create forecasts with absolute accuracy and timeliness. I also liaise with operations team to review customer implementation.Highlights of Key Achievements:• Exceeded client expectations via analyzing and identifying customer requirements and market trends.• Designed and deployed dialysis-specific sales training for all sales teams, ensuring optimal productivity.• Generated leads and acquired new lines of business across the assigned territory mainly through consultative selling• Recognized as the head of the Culture Crew, 2020, instigating organization values and promoting engagement within internal teams.

In my role as a Strategic Business Consultant:I planned and executed growth strategies for an existing portfolio of enterprise accounts while collaborating with the Strategic Relationship Managers. I leveraged industry acumen and interpersonal skills while negotiating contracts with senior management with a focus on accomplishing targeted goals. I contributed to multiple customers/prospect RFPs on a regular basis. I also planned and delivered customized sales presentations and pricing models to comply with company margins objectives.Highlights of Key Achievements:• Implemented strategic consultative selling approaches to increase new enterprise/national accounts spending $20k+ a month in reoccurring janitorial services.• Led a quarterly training on a national account for regional sales team involving finding new accounts, conducting market research, and securing prospects.

In my role as a Facility Solutions Specialist (Strategic Internal Hunter):I directed multiple day-to-day operations from sales prospecting to closing while enhancing customer journey. I aided in upselling additional integrated facilities services including landscaping, pest control, and grounds keeping to enterprise. I landed new enterprise accounts and established strong relations with an existing account while optimizing overall revenue. I coordinated with cross-functional regional offices to determine prospects, build networks, and successfully close deals with additional lines of business.Highlights of Key Achievements:• Successfully achieved Q2 goals via exceeding quota by 195%, resulting in promotion to the position of Strategic Business Consultant.• Increased existing business locations in Northern California market from zero to 12 locations within a year via delivering high-growth sales solutions and policies.

In my role as an Account Consultant: I served as the focal point of contact for customer queries while delivering best-in-class service. I escalated issues and client concerns across multi-disciplinary departments within assigned mid-market accounts. I onboarded and trained new customers to ensure swift adaptation to new website features and updates. I partnered with internal teams and specialists to expedite business growth and ensure execution of customer functionality requests prior to onboarding. I controlled pipeline to identify and convert prospects into secured deals while driving company-wide profitability.Highlights of Key Achievements: • Converted free account customers to Premium accounts as well as successfully renewed premium memberships.• Devised a highly efficient value-added proposition for office supplies/logistics via integrating a consultative selling method.• Achieved a significant reduction in churn by analyzing usage reports to understand customer engagement and led supplemental training for each assigned account to accelerate overall spend in all departments

In my role as a Print & Marketing Account Consultant:I acted as the account specialist and the POC for transactional and programmatic print/marketing service requests for various existing smb, mid-market, and enterprise accounts. I evaluated customers quarterly, semi-quarterly, and annual print and marketing feedback to prepare and initiate new business reviews and proposals. I maintained new and existing accounts with absolute efficiency to sustain progressive print and marketing services businesses.Highlights of Key Achievements:• Boosted an existing account from an average of $75,000 in spend to $150,000 in spend within a year.• Researched marketing trends in-detail regarding print and promotional products to develop a custom client “idea books”.• Defined a plan of action in association with internal division sales teams to upselling print and marketing services into existing accounts with $0 spend overall

In my role as a Copy & Print Account Manager:I oversaw copy and print account portfolios for all sales channels. I assisted in door-to-door and phone "blitz" business creation models to acquire new business. I created strategic procedures with internal partners with a focus on selling print and marketing services to retail and mid-market customers. I negotiated contracts and pricing while strategizing with print buyers.Highlights of Key Achievements:• Enhanced customer base and retained existing customers at multiple levels within the organization.• Collaborated with print sourcing teams to accurately deliver customer's products in a timely manner.• Secured a major account and converted from a $20 order to a $60,000 account, considered as the second largest account in the portfolio.

In my role as a Copy & Print Associate:I was responsible for the production of copy and print orders. I assisted customers in the self-service area, consulted on custom design layouts for various print projects, and coordinated outsourced printing projects. Highlights of Key Achievements:• Employee of the month• Graduated from the Copy & Print Apprenticeship Program and was promoted to Copy & Print Account Manager