Erica Nelson Email & Phone Number

Beaverton, Oregon, US

Cincinnati, OH, US

• Oversaw portfolio management of 264 Enterprise relationships, representing $36M in ACV.
• Coached and mentored nine Customer Success Managers and one Customer Success Coordinator.
• Drove accountability for key quarterly performance metrics focused on retention, advocacy, and activities.
• Established daily/weekly team practices and adoption of Gainsight with team producing 49% of all Gainsight activity for Strategic & Enterprise Customer Success team in Q4FY23.
• Utilized Gainsight, PowerBI, and Salesforce to track and identify trending within portfolio to drive business needs and CSM activity.
• Participated and guided customer escalation management, both remotely and onsite.

Cincinnati, OH, US

• Managed portfolio of 25 customer relationships, representing $6M in ACV.
• Consistently maintained top performance in attainment of KPI measurements.
• First class of Customer Success Managers promoted to Principal role within Paycor.
• Mentored team of six other Success Managers.
• Onboarding Ambassador for new hires on team.
• Participated in presenting Territory Overviews to Paycor leadership.

Cincinnati, OH, US

• Advocate for 40 customers, representing $4.5M in ACV.
• Consistently achieved and exceeded 100% of KPI measurements for proactive outreach, visits, and retention.
• Participated in pre-sales activities with Sales partners, introducing Success role.
• Advocated for customer needs in cross-functional departments, such as support, sales, implementation, and product.
• Promoted product adoption across customer base to promote long-term utilization of SaaS solutions.
• Built relationships and created referenceable customer advocates within portfolio.

Melville, New York, US

• Responsible for global revenue production for $12M business focused in Accounts Receivables.
• Led global operations team of 197, based in US, Colombia, Brazil, and Romania, to drive revenue and results.
• Oversaw Training & Development team of four employees.
• Drove highest reduction of DSO for key multinational client which led to expansion of global business.
• Partnered with IT to create FinTech solutions for clients’ needs.
• Created and implemented customized, strategic approaches for new projects.

Cincinnati, OH, US

• Client advocate for 60+ clients, representing $6M in annual revenue, in regional territory.
• Consistently achieved and exceeded 100% of KPI measurements for proactive outreach, visits, and retention.
• Assisted sales team in closing $724k in quarterly sales during Q1.
• Advocated for client needs across departments, including support, sales, implementation, and product.
• Promoted product adoption across client base to promote long-term utilization of SaaS solutions.
• Educated customers on new product releases, features, and best practices in Paycor’s HRIS software.

Melville, New York, US

• Responsible for sales, growth, and management of $3M international book focused on accounts receivable recoveries.
• Coordinated and aligned internal departments globally to meet project initiatives and timelines to ensure success.
• Led renewal efforts for organization's largest customer relationship, while partnering with IT, to create and implement process efficiencies which led to a DSO reduction for the customer from 37 to 15 days.
• Identified areas of opportunity to introduce digitalization and process improvements to existing projects to increase efficiencies and reduce overall cycle time for customers.
• Managed team of six client managers during time of corporate restructuring.
• Identified opportunities for automation within the client management process to improve efficiencies in customer communication and resolutions.