Customer Success Professional
About Me
I am a Customer Success Manager with over 20 years of experience in sales, service, and business operations. Throughout my career, I have worked with both start-up companies and Fortune 500 clients, managing mid-market and enterprise accounts. I excel at communicating and building influential relationships with clients and teams at all organizational levels. I am relentless in driving towards long-term solutions rather than temporary fixes. I utilize creativity and experience to build and execute bold initiatives that exceed both company and client expectations.
Currently, I manage and nurture relationships with over 3,000 healthcare facilities and hospitals, ensuring placement of Family Nurse Practitioner students in clinical rotations. I spearheaded the establishment of a new site development department, creating processes and procedures for optimal efficiency and productivity. I proactively engage with C-Level executives, doctors, and HR managers, acquiring over 1,000 affiliation agreements and legal contracts within 12 months, surpassing targets by 125%.
Previously, I managed a team of 5 Account Managers responsible for $30M in annual revenue for a SaaS product line. I supported all phases of post-sales client lifecycle and product development improvement, and contributed to HR recruiting functions with a DEI focus. I implemented new processes that increased NPS scores from -100 to +13 in less than two years and launched an online training program that reduced employee attrition.
I have also managed post-sales client onboarding for approximately 9,000 small and mid-market accounts, focusing on customer satisfaction, upselling diagnostic testing, and lowering attrition. I delivered weekly updates, hosted attrition calls, and facilitated marketing campaigns that exceeded sales quotas by 10% year over year.
In addition, I launched a nutrition consulting start-up to help clients improve their health and well-being. I recruited and trained holistic health coaches, created customized wellness programs, and was ranked a Top 10 Nutritionist in San Diego County for three consecutive years. I am passionate about inspiring clients to make healthier decisions and live non-toxic lifestyles.
I have a Bachelor of Science in Business Management and certifications in Nutrition, Customer Satisfaction, and Diversity Equity Inclusion training. I am committed to delivering exceptional service and driving client success through innovative strategies and strong leadership.
Skills
Communication SkillsProject ManagementProblem SolvingSalesforceCustomer ServiceTime ManagementData AnalysisCRMSaaSSalesBusiness DevelopmentAccount ManagementProcess ImprovementStakeholder ManagementRelationship BuildingStrategic PlanningTeam LeadershipNetworkingTeam ManagementCoachingContract NegotiationTalent AcquisitionProcess OptimizationConflict ResolutionBusiness StrategyPublic Speaking
Experience
Manage and nurture relationships with over 3,000 healthcare facilities and hospitals, ensuring placement of Family Nurse Practitioner students in clinical rotations. Spearheaded establishment of site development department, creating new processes and procedures. Engaged with C-Level executives, doctors, and HR managers, acquiring over 1,000 affiliation agreements and legal contracts within 12 months, surpassing targets by 125%. Facilitated communications between internal teams and external partners. Collaborated with cross-functional teams to ensure timely placement of nursing students. Created new policies improving team efficiency and client outcomes.
Managed a team of 5 Account Managers responsible for $30M in annual revenue for a SaaS product line. Supported all phases of post-sales client lifecycle and product development improvement. Supported HR recruiting with DEI focus. Implemented new processes increasing NPS scores from -100 to +13 in less than two years. Orchestrated outreach campaign improving client satisfaction by 52% in one year. Created and launched online training program reducing employee attrition and improving cross-functional team development. Pioneered marketing campaign leading to 93% retention rate.
Managed post-sales client onboarding for approximately 9,000 small and mid-market accounts focusing on customer satisfaction, upselling diagnostic testing, and lowering attrition. Delivered weekly status updates via Salesforce CRM, phone calls, meetings, and business reviews. Hosted weekly attrition calls with cross-functional and leadership teams. Exceeded attrition and sales goals by 102%. Facilitated marketing campaigns promoting diagnostic testing, exceeding annual sales quotas by 10% year over year.
Launched nutrition consulting start-up to help clients improve health and well-being. Recruited, hired, and trained holistic health coaches. Inspired and coached clients to make healthier decisions and live non-toxic lifestyles. Created customized wellness programs and packages to increase monthly revenues. Offered diagnostic testing and sold individualized plans. Ranked Top 10 Nutritionist in San Diego County for three years. Marketed and networked with integrative physicians at wellness events and corporate functions.
Managed a book of 250 mid-sized SaaS-based sports accounts with online registration bookings. Coordinated contract renewals and retention including price negotiation, terms, implementation, and customized support. Transformed underperforming territory in first 90 days, exceeding sales goals by 110%. Spearheaded customer migration plan transitioning legacy clients off retired platform in 180 days with 98% retention rate. Recaptured sales opportunities of inactive accounts restoring an additional 15% sales volume. Received Annual “Biggs Bucks Award” for exceeding retention goals.
Education
Bachelor of Science in Business Management
Certified Nutritionist
Portfolio not available.