Mark Gibson Email & Phone Number

• Manage the success of a book of enterprise software clients with a focus on ecommerce• Supports the client experience with our SaaS solution via strong leadership and management skills• Built strong relationships with customers and internal team via interpersonal and communication skills • Uses strong analytical and problem solving skills to help clients through the decision making process• Success saving high risk accounts through strong customer engagement and client retention programs• Demonstrated ability to work collaboratively with cross-functional teams• Daily usage of customer success software tools: ChurnZero, Salesforce, and Dayforce

• Manage a portfolio of enterprise software accounts, exceeding retention quotas by 3%• Inspired clients to achieve high impact results via strong leadership and interpersonal skills• Maintained strong relationships with customers and internal teams to support client health• Used my strong problem solving skills to build stronger relationships with clients.• Created customer engagement and retention programs that my team used to decrease churn by 4%• Built processes in Salesforce to make tracking client engagement easier and more seamless

San Luis Obispo, California, United States

• Founded and grew this professional networking non-profit to just under 500 dues paying members• Achieved membership quotas via strong leadership and impactful retention programs• Managed all member and venue relations, recruiting, budgeting, finances and hiring• Trained and led a team of four staff members to organize and host weekly events• Successfully hosted over 200 events ranging from 10-40 attendees per event

San Luis Obispo, California, United States

• Customer Success Manager for a large book of enterprise business accounts• Built strong relationships with clients through excellent interpersonal and problem solving skills• Worked cross functionally with internal teams and clients to improve customer engagementMaintained a 97% retention ratio and increased AAR by 6% on average• Negotiated pricing and special terms with clients to close deals and retain business• Successfully managed multi-month-long projects involving cross-departmental teams

Nipomo, California, United States

• Managed new and prospective clients throughout the eight month new home sale process• Built relationships with clients and internal teams via strong communication and analytical skills• Lead a team of four temp workers and inspired two of them to officially join the organization• Worked with many cross-functional teams to quickly solve problems and resolve client issues• Trained 3 new hires on our sales process and usage of our CRM software• Successfully closed 7% above quota by implementing industry best practices• Used Salesforce to track client interactions, sign contracts and log calls