I am passionate about enhancing account management through internal enablement and strategic initiatives that empower my team to thrive. By prioritizing project execution and fostering a culture of continuous development, I aim to create an environment where account managers can effectively support client needs while driving operational excellence.Key Achievements:- Lead a team of account managers in a customer success capacity, achieving high gross profit retention and maintaining strong account retention rates across a multimillion-dollar portfolio.- Develop and implement strategic initiatives that enhance team performance, improve customer engagement, and positively impact overall departmental operations.Responsibilities:- Team Leadership: Manage and mentor account managers in a customer success role, driving performance to meet ambitious retention and profitability goals.- Strategic Initiatives: Create and execute projects that align with both customer success objectives and account management practices across the department.- Performance Monitoring: Analyze team and account data to track metrics, identify trends, and implement strategies for continuous improvement.- Cross-Department Collaboration: Partner with various departments to ensure alignment on customer success strategies and enhance overall service delivery.- Client Engagement: Build and maintain strong relationships with key clients, ensuring their needs are met and addressing any concerns promptly.- Training and Development: Provide ongoing training and development opportunities for account managers to enhance their skills and effectiveness in delivering customer success.

I focused on driving account management and employee engagement, with a proven track record of exceeding revenue goals while fostering a collaborative and innovative work environment that empowered teams to excel.Key Achievements:- Led a high-performing team that significantly boosted revenue across a diverse range of North American accounts while maintaining a strong account retention rate.- Inspired and developed account managers by providing strategic guidance and support to help them achieve their goals and effectively execute departmental initiatives.Responsibilities:- Strategic Leadership: Fostered a results-driven culture among account managers, focused on exceeding revenue targets and enhancing customer satisfaction through effective sales enablement strategies.- Performance Analysis: Analyzed team and account data to identify trends, generate actionable insights, and implement strategies for continuous performance improvement.- Cross-Functional Collaboration: Acted as a key liaison between customer success and other departments, facilitating smooth collaboration on initiatives and optimizing operational efficiencies.- Budget Management: Partnered with finance to develop and manage the departmental budget, considering all critical elements to support strategic initiatives.- Forecasting: Established and aligned goals with organizational objectives for the upcoming fiscal year, ensuring clear direction for the team.- Remote Team Management: Successfully motivated and engaged a remote team by leveraging effective communication and collaboration tools to maintain high performance.- Sales and Employee Enablement: Developed and implemented training programs and initiatives to empower team members, enhance their skills, and improve overall sales effectiveness, while providing regular performance reporting to drive accountability and progress.

Key Achievements:- Oversaw a diverse portfolio of accounts, consistently surpassing company metrics and leading a dedicated team of account managers to uphold high standards of service.- Managed a revenue-generating portfolio, demonstrating strong skills in optimizing client relationships and ensuring customer retention.- Collaborated with the Executive Team to develop and implement strategic programming plans, significantly contributing to the organization’s success.Responsibilities:- Account Oversight: Managed a range of accounts, exceeding performance metrics and ensuring exceptional customer satisfaction.- Revenue Management: Drove revenue growth through strategic management of client dues and memberships, showcasing a strong understanding of customer success.- Strategic Collaboration: Partnered with the Executive Team to align customer success initiatives with the organization’s overall goals.- Talent Acquisition and Onboarding: Played a key role in recruiting and onboarding new team members, enhancing the effectiveness of the customer success team.- Team Leadership: Facilitated team meetings and huddles, fostering a positive culture that promotes engagement, education, and constructive feedback.- Performance Analysis and Reporting: Analyzed team performance data and provided insights to the executive team, supporting informed decision-making.- Hybrid Work Management: Effectively led a hybrid team environment, ensuring cohesion and productivity through strong communication and collaboration practices.

Key Achievements:- Coordinated impactful events that enhanced leadership development, boosted revenue, and supported fundraising initiatives across various North American accounts.- Built strong partnerships with university administrators and community organizations, driving program effectiveness and achieving desired outcomes.- Facilitated training sessions for faculty, staff, and students, focusing on essential program and project management skills.- Guided customers through operational challenges with a direct and solution-oriented approach.Responsibilities:- Managed events to foster leadership development and support fundraising efforts for multiple accounts.- Cultivated relationships with university administrators and community organizations to enhance program impact.- Led training sessions for faculty, staff, and students to strengthen program and project management skills.- Provided strategic guidance to customers, helping them navigate operational challenges and resolve conflicts efficiently.

As a contractor with Hair Technologies & Co, I collaborated directly with the owners and team leads to refine employee relations strategies and policies, fostering a supportive and compliant workplace environment tailored to the needs of a small business setting.- Developed and updated employee handbooks, ensuring compliance with legal requirements and alignment with company values.- Implemented initiatives to improve employee engagement and morale, such as recognition programs and feedback mechanisms.- Maintained accurate records and documentation related to employee relations matters and supported HR initiatives such as performance appraisal process, talent development, and succession planning.

Key Achievements:- Led strategic planning for high-quality, cost-effective production of custom paper products.- Developed project timelines and budgets while ensuring quality standards.- Made resource allocation decisions to meet deadlines.- Supervised production staff and maintained collaboration with graphic designers.Responsibilities:- Strategic Planning: Oversaw efficient production initiatives.- Project Management: Created timelines, budgets, and quality benchmarks.- Resource Allocation: Managed resources for timely project completion.- Team Supervision: Guided staff and fostered collaboration with designers.

Key Achievements:- Created and produced a variety of stationery products while coordinating impactful marketing materials and retail events.- Managed internal and external communications, including annual reports, press releases, and social media, ensuring consistent messaging.- Showcased design projects at promotional events and industry conferences, demonstrating expertise and engaging potential clients.Responsibilities:- Design and Production: Developed stationery products and coordinated marketing efforts for retail.- Communication Management: Oversaw all communications to maintain language consistency and brand integrity.- Event Presentation: Presented innovative design projects at key promotional and industry events.