• Serve as the key point of contact for 200+ mid-market client accounts nationwide, with an emphasis on building relationships and closing contract renewals in a group producing $132M in annual revenue• Work closely with key customer decision makers to understand goals, identify client requirements, anddevelop project- and client-specific service strategies, including new sales opportunities, service levelexpectations, and training components• Assist clients with ad-hoc requests such as reports, audits, and tours; communicate with appropriateinternal teams to ensure expectations are met• Responsible for identifying areas of opportunity, securing resources, and driving the sales process toassist in scoping and pricing for special projects within assigned accounts• Selected to serve on Customer Success Council and act as the Voice of the Team; suggest andimplement organizational changes, propose incentives, and support training initiatives• Named Customer Success Manager of the Quarter (Summer 2022)

• Supported new clients for the first 90 days of their records storage, shred, and data management service relationship• Created client documentation with step-by-step instructions on navigating services, proprietary technologies, and pricing policies• Trained customers on proper handling procedures for sensitive information, including medical, legal, and business records requiring compliance with regulatory guidelines and industry standards• Developed SOPs, communication tools, and templates to support internal team members in providing consistent, high-quality customer service• Reviewed client invoices and contracts for accuracy; partnered with sales to increase revenue and improve the customer experience

• Managed relationships for existing customers with revenues between $500,000 – $1.5M• Through proactive client interaction, support, and analysis, ensured customer satisfaction with serviceand programs, positioning the relationship for further growth across all service lines• Led the analysis of internal and external requests for customer support using system tools; identifiedissues and implemented solutions to help team members improve service delivery• Ensured that customer requirements were satisfied in accordance with service level agreements (SLAs) and expected performance metrics• Reviewed account reports to determine support and improvement plans

• Conducted analysis, investigation, and resolution of member appeals and grievances

• Coordinated all international rights and translations activities for this publisher of nursing and health science education materials, including texts, references, and resources

• Responded to inquiries from international and national bookstores, wholesalers, and distributors• Assisted Sales Representatives across the country, keeping them up to date on inventory issues,product knowledge, and market research• Attended high-volume industry events and conventions; assisted with display booths, trackedconference attendance, provided on-site sales responses to authors, and wrote convention summaries• Produced monthly summaries detailing sales performance, effectiveness of marketing promotions, andcustomer feedback