Jessica Walsh, Mms Email & Phone Number

Clearwater, Fl, Us

• Lead and grow the CSM division by managing the post-sale customer lifecycle for a Cybersecurity SAAS product from Startup through IPO • Responsible for a team of 40 Commercial CSMs with a book of business of $40M ARR.• Increased Revenue from $37M to $41M in 2023 through upsell and cross-sell to existing customers.• Created a tiered engagement program to maximize retention and expansion of accounts resulting in 93% GRR and 115% NRR.• Consistently exceeded Deal Retention and Net Booking Retention every month• Created post sale customer journey including playbooks for Onboarding, adoption, retention, rules, risks and advocacy to standardize best practices and operationalize efficiency.• Identified areas for continuous improvement including an initiative to confirm priority renewals at 9, 6 and 3 month mark, as well as identifying and addressing pain points in the renewal cycle to assist with positive outcomes. • Collaborated with Marketing, Finance, Product, Operations, Sales and IT to develop and launch a customer community group.

Clearwater, Fl, Us

• Managed and coached a high-performing Customer Success team - successfully maintaining the daily, weekly, monthly, and quarterly production to meet and exceed targets• Tracked and managed the team to ensure they delivered value, results, and outcomes that aligned with customer objectives• Served as a direct partner for customers per the prescribed engagement model to support the ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term• Served as primary contact for customer escalations related to account health and service renewals• Coordinated with Pricing Specialists for customer renewals, add-ons, and upgrades within my team's portfolio• Managed renewal negotiations with customers to prevent churn and secure optimal terms• Exceeded OKR in Interim Upsell per month and per quarter, achieving the highest upsell in the division. • Drove second order revenue through an average of 5 new customer referrals per month• 90% of new customers onboarded within the first 60 days • Drove proactive customer outreach through monitoring of adoption and health score.

Clearwater, Fl, Us

• Forge relationships with new customers and understand their objectives• Develop a strategy and plan for achieving customer objectives.• Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities.• Coordinate with technical support for technically complex questions• Monitor customer usage, adoption, and customer health metrics• Continually work with customers to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term.• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption• Drive cross-functional initiatives to improve the overall customer experience and lead to greater satisfaction and loyalty among customers.• Consistently exceeded sub stat metrics including Onboarding, LOGO Retention, Net Booking Retention, Upsell and Customer calls.• Revamped and implemented a comprehensive onboarding process which increased customer product adoption from 10% to 70% within one year, significantly boosting renewal rates.

Pinellas Park, Fl, Us

• Worked with top executives across Enterprise companies, ensuring client success by providing ongoing training and support. Provided consulting services, keynote, and workshop presentations while helping front-line employees, managers, and senior leaders deliver engaging service experiences. • Project Manager for key account Renewal by Andersen. Created RFP to secure a 6-figure multi-year deal to improve their Customer Experience. Created a customer service roadmap and customer journey map in collaboration with their Affiliate Retail Operations VP and Customer Experience Team. • Created a CX storyboard, road map, and journey map to launch digital client experience. Developed an online CX training tool kit in Articulate for national launch.• Improved the sales process and increased NPS scores of a national construction management company by designing a comprehensive CX toolkit for sales franchises and an online internal training program for a national insurance company.

Atlanta, Ga, Us

• Led 8 field personnel, sales and distribution teams to drive new business and serve over 4K existing clients. • Increased sales 3% with ongoing potential for growth for Akron Children’s Hospital by launching three new beverage lines and creating a marketing calendar to highlight monthly promotion.• Effectively creating RFPs and negotiating pricing and contracts on several high-volume accounts.• Optimized team performance through ongoing training, coaching, and mentoring.• Led a team of seven DSMs and 56 MDMs to generate 400+ accounts in six weeks • Consistently ranking in the top three for sales and district performance.

Benton Harbor, Michigan, Us

• Effectively managed a portfolio of 52 major retail accounts totaling over $18.3M in revenue for $100B global home appliance industry leader while implementing strategic plans to secure new accounts.• Achieved Regional Sales Representative of the Year and invited to attend Nationals Winner Circle.boosting sales 22% within one key region.• Consistently surpassed sales goals by an average of 19% and was ranked as the sixth top sales performer within the nation and placed within the top 15 each year throughout tenure.

Bachelor Of Arts Degree, Speech Communications

Master Of Science (Ms), Medicine

Bachelor Of Science (B.S.), Pre-Medicine/Pre-Medical Studies