-Client Success Manager Architect for the IBM Security Portfolio overseeing multiple Federal clients.-Success is measured against renewal rates, OI, expansion revenue and software deployments of the assigned entitlements.-103% to plan in 2023-Multiple Client Success stories posted in our internal IBM CSM database. Unable to share outside of that due to classified status.

-IBM Security Client Success Management is leading our client's product adoption, driving satisfaction and renewal outcomes, and adding value for every one of our thousands of North American clients (Enterprise, Mid Market and SMB).-Scaled team from an original 3 team members to over 20 direct reports.-Created different CSM roles to proactively engage, develop, and retain our different levels of clients.-Aggressively grew our renewal rate, OI, and expansion revenue until the managed book of business exceeded $10M ACV.-Constantly worked with other parts of the business (Sales, Support, Product) to ensure our company goals were being met and our team worked cohesively.

-Driving results through meaningful client engagement, targeted outreach, and proactive actions.-Focused on driving revenue impact through expansion and renewal-2016, 2017 IBM Hundred Percent Club

-Manage over 400 mid-market and enterprise accounts.-Provide product recommendations, support, demonstrations and presentations both on-site and over the air.-Lead deployment, implementation and expansion EMM programs across multiple enterprise accounts.-2015 IBM Hundred Percent Club

As a Front Rush Account Manager my duties covered all bases of sales, marketing, implementation and support. I generated new leads and clients through email marketing, cold calling, networking at large scale coaching conventions and referencing current clients. Clients included Coaches, Athletic Directors, Admissions Staffs, IT Directors and Small Business Managers/Owners. I would orchestrate presentations of the software via online webinars and on-campus/on-site demonstrations. After negotiating price and payment plans, I worked closely with our development team on implantation of the software and training of the new users. This was followed by constant support and management of relationships, with the goal of turning current users into new leads and accounts.

As Support Team Leader I was responsible for managing relationships with over 4,000 accounts across the country daily. This required me to answer all emails and calls about technical bugs, changes to accounts, new user training, monthly webinars sessions and general inquiries. I created personal spreadsheets to help me manage my projects and assess where my time was best utilized (Google Docs, Excel). I introduced new techniques that are now viewed as best practices for the current Support Team. After viewing my work with clients both over the phone and in person (On-site, Conventions) I was promoted to Account Manager.

As a Policy Services Intern I gained valuable experience working for a large scale company (Berkshire Hathaway) and the how to conduct myself in that setting. My duties included entering past policies and records into a World C database, attending classes and training sessions, overseeing office printers, making mail runs and working in small intern teams. When I returned to work for USLI during my winter break I was asked to go through claims and log all physical evidence (Photos, Important Documents).