Bobby Bethea Email & Phone Number

As a Customer Success Manager, I drive product adoption and build Trusted Advisor relationships with my customers. I manage a named account portfolio and exceeded revenue retention and expansion targets.

Played a critical role in establishing strong relationships with clients, advising them on best practices, ensuring product adoption, securing renewals, and upselling new products and features. Managed portfolio of accounts, helping to ensure customer success from client goal setting and guidance on best practices to performing quarterly business reviews. Minimized customer churn and escalated critical customer issues when necessary. Actively collaborated with other teams, including sales, marketing, engineering, and product. Assisted with developing customer use cases and other special projects.• Increased revenue through upsell opportunities.• I became an expert on SEO, online reputation, and campaign products.• Proactively reached out to clients to strengthen engagement and utilization.• Provided client support by working with engineering resources to resolve technical questions or issues.

Washington D.C. Metro Area

At this start-up, I built and retained lasting client relationships, obtained location profitability, and connected with the local community through social events and marketing initiatives while providing stellar customer service. I nurtured and sustained client relations by utilizing a customer-first strategy, understanding the audience, recognizing needs, maintaining a customer-centered mindset, having a crisis plan, communicating thoroughly, staying innovative, and reviewing feedback.• Achieved profitability by relocating the facility closer to the audience after thoroughly examining applicant ZIP Codes, leading to an increase in client applications and enrollment.• Negotiated a more sustainable lease and eliminated excessive overhead left over from previous directors.• Built and maintained a community of 1,000 tech enthusiasts within the D.C. Metro Area through onsite events, marketing campaigns, and in-person and social networking.• Established and revamped strategic company procedures, including new-hire training and mentorship programs for remote and local team members, contributing to $60M in revenue nationally.

Washington D.C. Metro Area

Oversaw customer care and support team innovations, resulting in remarkable care for clients and leading to worldwide recognition. Managed, trained, and mentored a team of ten on efficiently responding to incoming client inquiries via chat, phone, video, or email while establishing and maintaining positive company-client relationships, preventing customer attrition, increasing renewals, and upselling additional opportunities.• Helped streamline best practices and decrease call time by designing and deploying easily accessible processes on the local intranet.• Increased customer satisfaction and took overall net promoter score from 67% to 80%.

Frederick, Md

Coordinated and directed exceptional event experiences for client trade shows and meetings such as Consumer Electronics, Construction Expo, and American Dental Association ranging from 100 to 150,000+ attendees.• Nourished client relationships while planning and presenting proposals, understanding client needs, negotiating contracts, maintaining budgets, and exceeding client expectations. • Maintained a positive client facing relationship while also supporting and troubleshooting event timelines and checklist before, during, and after the event

Fairfax, Va

Managed and monitored team quotas and trained team members how to provide an excellent customer experience through sales, marketing, product quality, and customer service.• Helped mentor a team while engaging prospects through the sales process.• Generated over $1 million in revenue through B2C sales, including $40,000 in local B2B partnerships. • Lead client retention and satisfaction efforts with the goal of 70% or higher.