Cory Abrams Email & Phone Number

Melville, New York, United States

• Managed a portfolio of 25+ SaaS clients, focusing on driving customer success through strong relationship building and proactive support, resulting in high levels of client satisfaction and retention.• Developed strategic account plans for key clients, identifying opportunities to increase product adoption and alignment with clients’ evolving business objectives.• Led Quarterly Business Reviews (QBRs) and regular check-ins with clients, ensuring alignment on goals, addressing concerns, and driving client satisfaction and retention.• Collaborated with cross-functional teams (Sales, Product, IT, Finance) to ensure seamless onboarding and delivery of solutions that met client expectations and business needs.• Monitored and analyzed customer health through KPIs, metrics, and customer feedback, proactively identifying and resolving issues to reduce churn.• Acted as the main point of contact for clients, providing consultative support and offering solutions tailored to their specific needs and business challenges.• Delivered custom training sessions to clients, increasing product adoption and enhancing the customer experience.• Conducted gap analysis to identify opportunities for upselling or cross-selling additional products and services, driving revenue growth.• Collaborated closely with the product team to relay customer feedback, contribute to product improvements, and enhance customer satisfaction.• Drove a 25% increase in product adoption.

Greenvale, New York, United States

• Provide leadership to all activities associated with the full lifecycle implementation of new systems for all new and existing clients. • Oversee project management and completion of all development, quality assurance, deployment, training, and support tasks that are part of an overall implementation effort. • Collaborate with clients and technical teams to identify and document detailed requirements and data sources, while ensuring work flow.• Manage the request, design, testing and delivery of all new system functionality and enhancements,while maximizing system usage to achieve the client’s business objectives.• Serve as a bridge between client stakeholders, project teams, and cross-functional staff. Ensure alignment, shared expectations, and productive communications, for successful project delivery.• Responsible for the training and development of end users on the KWI Back Office Merchandising System, including system updates. • Create, manage and update client project plans, communication plans and resource requirements, including documenting project status.• Communicate with the VP of Client Services to provide project risk analysis, status and needs that may impact strategic decisions of clients and internal resources.

• Managed all hard goods departments within a $12 million, 26,000 square foot store. • Responsible for daily customer sales, merchandising, display presentation, price changes and ensuring standard operating procedures are maintained and upheld.• Directly responsible for the increase of sales in three out of seven hard goods departments by over twenty percent and the remaining four departments by over seven percent. • Managed daily operations that include customer service, front-end operations, receiving, cash office controls, opening/closing and employee relations

• Responsible for the daily operation of a $1.5 million, 1,800 square foot mall-based retail store.• General duties included customer service, sales, opening/closing, reconciled daily receipts/bank deposits, hired, trained and motivated the staff, store merchandising, receiving/shipping, yearly inventory and loss prevention.• Oversaw the development, layout and opening of a new store.• Planned and implemented a new point of sales retail system.

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Business

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