Anna Rich Email & Phone Number

Minneapolis, Mn, Us

Helping businesses grow through digital in-app experiences. Focusing on retention, adoption, and Voice of the Customer.

Minneapolis, Mn, Us

Earned the Shield award for excelling in this new role as CS Program Manager. Focusing on retention, adoption, and Voice of the Customer through digital customer success initiatives.

Raleigh, North Carolina, Us

Engages and retains Enterprise customers while managing 35 top accounts (ARR $4MM) with 100% logo retentionBuilds Value Playbooks and Risk Mitigation Playbooks for the entire CX organization to utilizeStrategically collaborates with customers’ executive teams on success planning and value realizationIdentifies expansion opportunities within customer accounts and collaborates with Sales to increase ARR

Raleigh, North Carolina, Us

Effectively manages 45 Commercial customers (ARR $4.5MM) with no logo churnsStrategically multithreads to build strong relationships with customer stakeholders and mitigate riskExcels at cross-functional internal collaboration with Product, Support, Sales, Marketing, and Legal teams

Santa Monica, California, Us

Engages and retains customers while managing 30 top accounts (ARR $2.5MM, +91% YoY customer revenue)Drove 90% feature adoption of API token initiative across top 300 accountsStrategically assigns distribution of 200 additional accounts across team of 10 CSMs by analyzing customer data Conducts bi-weekly 1:1s to individually provide guidance to teammates on account management best practices

Austin, Texas, Us

Collaborates with C-level executives to optimize e-commerce (100% customer retention across 32 accounts)Drives product feature adoption through high touch engagement with customersCoaches and provides guidance and training to teammates while assisting in scaling team from 8 to 28 CSMsOrganizes team resources from 6+ disparate internal systems to a single, comprehensive resource in Confluence

Seattle, Wa, Us

Identifies key business opportunities and manages toward a growth plan for a portfolio of over $270MM GMSConducts deep-dive analysis on issues affecting top Seller business performance and provides the Voice of the Seller as an input into product development and process improvementAnalyzes territory trends, diagnoses root cause of issues, and creates actionable plans for operational improvementsDevelops an internal “Strategic Account Management Playbook” to share information with the team in a consistent and scalable manner while growing from an 8 person team to a 42 person team

Seattle, Wa, Us

Trains teammates on account management best practices to achieve measurable success in the role while generating over $100M in Gross Merchandise Sales Educates Amazon Sellers on creating then optimizing PPC advertising campaigns (Generated over $3MM in GMS)Designs and implements account management best practices and SOPs

Seattle, Wa, Us

•Guides Sellers through the rigorous approval process to sell on Amazon •Leads the Sales team in new Seller launches•Achieved 148% of quarterly goal in Q3 (achieved 37% of total yearly goal in Q3 alone)•Develops and refines Standard Operating Procedures for Inbound Apparel team

Cambridge, Cambs, Gb

•Owns the entire sales consultation process including lead generation, qualification, due diligence, benefits realization analysis and closure•Meets and exceeds annual sales quotas •Identifies need for and leads creation of unified sales processes for global deployment to the Sales Team•Initiates and implements documentation of internal sales processes for Field Sales, Inside Sales, and Marketing•Works with Field Application Engineering Team to understand ARM technologies in order to sell•Creates sales skills training seminars and delivers courses to the Inside Sales Team on a quarterly basis•Coordinates with Field Sales, Legal, Marketing and Engineering to develop and close business opportunities

Cambridge, Cambs, Gb

•Serves as first point of contact for all incoming sales inquiries for North America •Focuses strongly on customers by exceeding requisite response times for incoming leads•Operates as liaison between Marketing and Sales team to develop lead generation campaigns and increase US lead conversion rates •Creates criteria and processes for identifying and qualifying sales leads in North America and documented those processes on Wiki•Creates CRM training guide for North American Sales Team to process leads and opportunities•Maintains active engagement with leads while providing a complete, accurate, up-to-date sales pipeline, forecast, and call log •Acts as CRM Guru for North American Sales Team

Cambridge, Cambs, Gb

•Assists Director of North American Sales with CRM analytics •Qualifies and distributes incoming sales leads in North America•Utilizes SAP for goods receiving and sales opportunity creation