Customer Success Manager

Chosen to spearhead growth, support, and renewal of customer adoption of Demandbase solutions by partnering with the client to achieve their objectives. Accountable for driving customer adoption, accelerating time to live, time to value, and providing B2B digital business expertise. Activated fine-tuned talents in selling, consulting, and negotiating with executives to provide a solid foundation and understanding of their business objectives.

Results:
– Rocketed customer adoption in Enterprise and Mid-Market accounts to $600K+ and won opportunities across different business units.
– Delivered 115% ($134K)retention Q1 2023; 175%($205K) retention Q4 2022; 246% retention Q3 2022; and 150% retention in Q1 2023.

Selected to support the strategic and prescriptive deployment of advisory deliverables in each client’s journey. Built and maintained relationships with C-level executives and mapped solutions to support their needs. Contributed to aligning Forrester’s GTM strategy and support post-acquisition by presenting best practices on engaging clients, demonstrating value, messaging, and creating feasible projects. Executed onboarding, product adoption, and mapping of solutions for the book of clients.

Results:
– Propelled sales cycle of open territory accounts, resulting in $500K+ in closed business.
– Top rep for renewals and converted upsell/cross-sell opportunities and top rep for driving paid event attendance $200K+ revenue.
– Increased client engagement by over 30% leading to a jump in renewal rates and client referrals to other teams.
– Instituted strategic partnership with AMs led to $1M+ in closed opportunities in record time.

Brought on board to educate, inspire, and skillfully guide Tesla’s potential customers through the vehicle purchase and configuration process. Conducted 95+ cold calls daily. Developed and managed $500K+ in pipeline.

Results:
– Top rep for daily test drives booked (40+ daily).
– Top rep for closed deals – $3M+ in revenue generated.
– Led big bet Maui campaign that generated $1M+ in revenue (100% conversion)
– Top rep for successful email campaigns that led to test drives and close.

Appointed to work closely with Latin American clients to enter orders, expedite or track shipments to ensure smooth running processes.

Results:
– Authored an onboarding program for new reps and customers on how to get the most value from the partnership.
– Unveiled a customized process that decreased shipping mistakes by over 40% which saved $100K+ in losses, lifted customer trust, and led to a consistent uptick in sales.

Joined organization to provide various forms of financing in the US and Canada to purchasers, lessees, and authorized dealers of Honda and Acura products. Systematically conducted ~200 calls per day. Applied focus to identifying root cause of customer delinquency and generating effective solutions for the business and the
customers.

Results:
– Top rep for payments completed ($1M+).
– Top rep for prevented loss in collateral ($2M+) by creating viable plans for customers.