Customer Success/ Account Manager
About Me
I hold a Bachelor's degree in Psychology with double minors in Business & Entrepreneurship from the University of Wisconsin-Madison. With a strong background in sales, customer success, and recruitment, I bring a versatile skill set to the table.
As a Multi-Product Customer Success Manager at Yotpo in New York City, I manage the entire sales lifecycle for over 100 clients, contributing to annual revenue exceeding $1.2 million. My responsibilities include identifying upsell opportunities, implementing optimization strategies, and providing product expertise.
Prior to Yotpo, I served as a Multi-Product Customer Success Manager at Datadog in Boston, where I oversaw 70 clients generating more than $5.5 million in annual revenue. I excelled in building collaborative relationships and acted as a product specialist, while also mentoring new team members.
My career began at Insight Global, also in Boston, where I served as an IT Account Manager & Technical Recruiter. In this role, I developed business relationships with Fortune 500 and 1000 clients, managed the full sales cycle, and negotiated agreements that resulted in substantial revenue growth.
My skills encompass a wide range of technologies and tools, making me a versatile professional with expertise in customer success, sales, and recruitment.
Overall, my educational background and extensive professional experience make me a valuable asset capable of driving growth and success in various organizational roles.
Skills
Communication SkillsSalesforceData AnalysisOrganizational SkillsSaaSSalesInterpersonal SkillsBusiness DevelopmentAccount ManagementCustomer SuccessMarketingClient Relationship ManagementEmail MarketingStrategic ThinkingDetail OrientedShopifyCustomer RetentionPeople ManagementITBusiness StrategyGoogle
Education
Bachelor of Science
Bachelor Degree, Psychology Major with Double Minor in Business & Entrepreneurship
Experience
Lead a full sales lifecycle (onboarding, renewals, monthly/quarterly optimizations) for 100+ clients generating more than $1.2M in annual revenue.
Identify cross-sell and upsell opportunities and assist sales executives in closing.
Advise, strategize, and implement optimization points to ensure clients achieve their goals and realize ROI from the platform.
Provide product expertise on the platform’s 3 products (UGC, Loyalty & Referrals) and serve as client’s primary point of contact for product adoption, pricing and strategy.
Establish new best practices around CSM internal processes that were adopted by my team and the CS Organization and mentor and train new CSMs on Yotpo products and processes.
Collaborate cross-functionally and effectively with Internal Support, Engineering, Billing, Operations, Finance, Legal, Sales & Account Management.
Run a full sales life cycle for 70 clients generating more than $5.5M in annual revenue and monitor and identify adoption trends to drive upsell efforts and to ensure clients are effectively leveraging the best fitting solutions.
Adept at developing and maintaining collaborative, trusted relationships across large organizations. Work effectively with customers and suppliers to deliver SLAs and maximize satisfaction.
Act as a product specialist/expert for all products & serve as the main point of contact for clients for billing, strategy, and product development needs.
Mentor and train new CSMs and help develop efficiencies for employee onboarding.
Develop new business and actively maintain and grow a network of Fortune 500 and 1000 clients & manage the full sales cycle, from cultivating new business all the way through on-boarding candidates with clients.
Collaborate with hiring managers to provide cost-effective, customized hiring solutions that fit within team culture and client branding.
Negotiate and establish Professional and Managed Service Agreements for a portfolio of Biotech, Pharmaceutical, and Storage companies to achieve approved-vendor status.
Successfully grew a large Pharmaceutical account to nearly $210K and Data Storage account to over $370K in annual revenue.