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Managed a $4.4 million portfolio with a remarkable 98% retention rate. Cultivated key partnerships with resellers to manage high-risk accounts and developed strategic approaches to drive user adoption and business growth. Collaborated with clients and resellers to ensure successful implementation of SugarCRM, aligning with client goals and identifying upsell opportunities for the sales team. Engaged with SugarCRM's VP and C-Suite executives to ensure the platform met the evolving needs of key clients.Key Responsibilities:Client Coordination: Worked closely with clients and internal teams to prioritize objectives and requirements, creating tailored plans to enhance key client success.Business Forecasting: Conducted quarterly business forecasts, updating C-Suite executives on renewal rates, key account opportunities, and at-risk strategy implementation. Reseller Collaboration: Held regular discussions with resellers to track progress and presented Quarterly Business Reviews on account performance.Strategic Planning: Contributed to fiscal year planning with VP and C-Suite, providing insights on driving adoption and improving retention through strategic initiatives.

As a Customer Success Manager at Mitchell International, I played a pivotal role in enhancing customer satisfaction for a diverse client base. Through a proactive, consultative approach, I helped clients maximize their Mitchell experience to achieve their business goals. I focused on improving customer retention and building deeper business relationships to ensure product usage and open doors for up-sell and cross-sell opportunities. Collaborated closely with multiple departments including Technical Assistance Center, Installation Team, Product Management, Sales, and Management for effective client onboarding.Key Responsibilities:Account Management: Proactively identified and prioritized accounts based on risk, growth potential, and strategic value, working independently within the territory.Product Expertise: Demonstrated a comprehensive understanding of Mitchell International's products, services, and best practices.Sales and Retention: Employed strategic sales and retention techniques to up-sell and retain existing customers. Used discretion in retaining the customer base and mitigating potential terminations with empathy, tact, and fair value incentives.Process Development: Created workflows to assist new CSMs in their roles and standardized the shop ownership change process, ensuring compliance with Mitchell’s partner and legal expectations.Onboarding Enhancement: Developed a multi-departmental workflow to enhance the onboarding experience for Repair Center clients, improving visibility and allowing for better client retention adjustments.Technical Proficiency: Proficient in Salesforce, NetSuite, Tableau, and Microsoft Office Suite.These efforts significantly contributed to Mitchell's overall customer satisfaction and retention metrics.

Managed a $12 million business across multiple departments and ran day-to-day operations for a $42 million store. Provided strategic direction to the executive team on business development and customer satisfaction. Developed and led a team of sales associates and junior executives through training, coaching, and development. Mentored and trained Sales Supervisors and Sales Interns, demonstrating exemplary behavior and coaching techniques.Key Responsibilities:Promotional Management: Ensured accuracy in promotional presentations and communicated advertising and sales information to sales associates and supervisors. Executed sales promotions to maximize departmental profits.Merchandise Placement: Partnered with the operations team to plan and execute merchandise placement from receiving docks to the selling floor. Conducted floor operations to optimize dollar per square foot.Performance Analysis: Reviewed monthly scorecards for the sales team, analyzing turnover, sales, and credit results. Responded with strategic actions to improve both people and business performance.Sales Coaching: Conducted formal observations of selling associates twice monthly, focusing on selling behaviors. Ensured the sales team delivered exceptional shopping experiences to all customers, resulting in increased overall sales.Recruitment and Training: Recruited a qualified team of sales-focused associates, ensured timely training, and actively filled open positions with a focus on high-touch selling areas.Guidance and Assistance: Provided guidance to sales executives on business and employee relations. Assisted the HR Manager in reviewing associate-executive relations cases.