In my current role as a Relationship Manager, I:• Facilitate exceptional client experiences throughout the New Sale Onboarding Process, ensuring a smooth transition and exceptional satisfaction levels; Has a keen ability to translate and simplify complex topics for high-level executives and general business audiences.• Collaborate closely and productively with the team manager to develop and refine the sales onboarding process, resulting in enhanced efficiency and effectiveness.• Mentor and train newly hired Customer Success agents, providing guidance and support necessary to help them quickly acclimate and excel in their roles —the ability to work well with others as an essential high-level leader. • Deliver comprehensive training and coaching sessions to sales agents, consistently focusing on improving their performance and achieving sales targets. Passionate about leading and developing others. • Conduct extensive semi-annual account reviews with existing clients, proactively educating them on new product offerings and ensuring their needs are met.• Oversee high-value accounts, serving as the primary point of contact and subject matter expert (SME) throughout the account's lifecycle and ensuring consistent, top-tier service and support.• Develop and create detailed training materials for onboarding new agents and thoroughly test new features within the Sugar CRM platform.

In my previous role as a Senior Customer Success Agent / NPS Management, I: • Provided outstanding customer service during the cancellation process, ensuring clients have a positive experience even during service termination while efficiently handling requests to update billing information or facilitate cancellations.• Handled escalated calls from agents, effectively de-escalating and resolving complex customer issues, including addressing social media escalations by assisting clients with malware/security issues or processing cancellations and refunds.• Collaborated with the Marketing team to conduct quarterly NPS surveys for existing and new clients, following up with detractors to resolve their issues promptly and delegating outreach to senior customer success agents for quicker resolutions.• Tracked Real-Time NPS phone survey results, proactively addressing detractors and negative feedback by contacting clients to resolve their concerns and ensure satisfaction.• Performed monthly and bi-monthly check-ins with customer success agents to discuss activities, retention rates, renewal amounts, setting goals for improvement and providing regular follow-up.• Onboarded clients with newly sold services, conducting thorough service walkthroughs to ensure a smooth transition and assisting in redesigning the onboarding process by offering insights from experience with the original onboarding team.• Facilitated training for customer success agents on the onboarding process, providing real-time feedback and shadowing sessions to enhance their skills and educate new agents on customer success policies and procedures.• Collaborated with various teams, including Marketing, Sales, and Support, to resolve customer complaints and ensure a fulfilling customer experience.

In my previous role as a Manager / Account Manager, I: • Established the New Account Management team, focusing on maximizing sales growth potential and interviewing potential candidates for account management positions.• Facilitated weekly one-on-one meetings to set goals, discuss progress, and ensure individual and team objectives were met while keeping the team updated on daily targets and performance metrics.• Provided exceptional customer experiences throughout the Account Management Process, creating and providing training to new team members.• Leveraged Excel to analyze daily reports and managed payroll through Paycom, including PTO approvals and timecard adjustments.• Performed monthly one-on-one meetings with agents to address strengths and opportunities, working closely with the Senior Manager to conduct performance reviews.• Ensured agent accountability by delivering targeted coaching and follow-up, implementing performance management protocols as needed, and executing terminations when required.• Collaborated with the VP of Sales to set monthly team goals and personal development objectives, promoting a positive sales atmosphere through games and activities.• Facilitated monthly presentations to Sales Management and the VP of Sales on team progress, goals, and strategies for the upcoming month while assisting with monthly commission reporting to ensure accurate payments.• Established and enforced policies and procedures for the Account Management team, troubleshooting technical issues with workstations and systems.• Provided outstanding customer service for escalated clients, resolving their issues effectively and ensuring satisfaction.• Partnered with recruiting and the Human Resource Manager to find the right team members and ensure all agent paperwork was consistently updated.

In my previous role as a Senior Account Manager, I:• Scoped and prioritized activities based on business and customer impact and provided hands-on leadership, methodology, structure, and information necessary to coordinate decision-making and development. • Facilitated communication with target customers, determined their unique needs, and developed and implemented marketing strategies for new and existing services.• Prospected clients and sealed the deal by understanding their pain points, removing roadblocks, and developing innovative ways to structure and close the deal.• Researched new market opportunities for the company to generate significant sales and facilitated virtual and in-person meetings to deliver presentations on research results.• Established and maintained relationships with clients and increased retainment by providing outstanding service and support at every point of the client’s journey. • Established and nurtured relationships with new and existing clients and expanded profitable relationships with key executives and decision-makers.Other Positions Held: Account Manager Team Lead, 05/2016-11/2017 and Account Manager, 09/2015-05/2016

In my previous role as a Team Lead, I:• Planned and led the daily and weekly completion of time-sensitive tasks for three teams, ensuring efficiency and adherence to deadlines.• Delivered exceptional guest service, consistently exceeding customer expectations and fostering a welcoming store environment.• Managed and controled store payroll, ensuring monthly payroll expenses align with budgetary goals and financial targets.• Collaborated with Human Resource department to create weekly schedules for up to 15 employees, balancing team needs and optimizing workforce productivity.• Coordinated with vendors to ensure proper merchandise setup daily, maintaining product availability and presentation standards.