Atlanta Metropolitan Area
An innovative, results-driven relationship builder that has successfully led the growth, and retention of large, complex accounts, holding accountability for a $29M portfolio, generating a 15% gain in revenue through identification, pursuit, and capture of solution deployment opportunities. Proven ability to cultivate relationships with internal and external stakeholders, listening to the customer to pinpoint challenges, consulting to present value-added options, and building roadmaps to reach future state objectives. Strong project manager and expert change leader; certified as a Change Management Specialist and designated as a Certified Scrum Master. ★★★ Most recently, as a Customer Success Manager with Salesforce, I held accountability for the growth and success of a significant book of business. Partnering with our customers from initial onboarding through ongoing account management, I worked diligently to identify pain points and present the value of Salesforce solutions, maximizing adoption, which resulted in multimillion-dollar annual growth. Focused on driving transparency for each customer, I presented quarterly business reviews, evaluated dashboard metrics, and leveraged data to identify needs and opportunities. As such, I was commended for helping customers achieve their future state objectives, being thoughtful and responsive, and expertly coordinating and communicating to understand customers’ needs. ★★★ - StrengthsFinder Themes - Strategic // Ideation // Competition // Futuristic // Relator
★ Managed the success, growth, and retention of a $14.5M book of business comprised of 10-20 Tier I financial services accounts, driving the achievement of NPS, renewal, and ACV metrics to fuel $2.2M+ annual growth. Partnered with customers to ensure they derived maximum value from their Salesforce investment, identifying white space opportunities and collaborating with the account team to evangelize solutions. Onboarded customers and built custom roadmaps to achieve future state goals. 𝐀𝐂𝐇𝐈𝐄𝐕𝐄𝐃 𝐀 𝟗𝟎% 𝐑𝐄𝐍𝐄𝐖𝐀𝐋 𝐑𝐀𝐓𝐄 𝐓𝐇𝐑𝐎𝐔𝐆𝐇 𝐀𝐑𝐓𝐈𝐂𝐔𝐋𝐀𝐓𝐈𝐎𝐍 𝐎𝐅 𝐒𝐀𝐋𝐄𝐒𝐅𝐎𝐑𝐂𝐄 𝐕𝐀𝐋𝐔𝐄 𝐀𝐍𝐃 𝐏𝐀𝐑𝐓𝐍𝐄𝐑𝐒𝐇𝐈𝐏 𝐁𝐔𝐈𝐋𝐃𝐈𝐍𝐆. ➤ Delivered multimillion-dollar annual growth by thoughtfully evaluating opportunities during the onboarding process, building customer journey roadmaps, and showcasing the value of solutions in supporting customer success. 𝐃𝐑𝐎𝐕𝐄 𝐀𝐂𝐂𝐎𝐔𝐍𝐓 𝐀𝐍𝐃 𝐕𝐀𝐋𝐔𝐄 𝐓𝐑𝐀𝐍𝐒𝐏𝐀𝐑𝐄𝐍𝐂𝐘 𝐓𝐇𝐑𝐎𝐔𝐆𝐇 𝐐𝐔𝐀𝐑𝐓𝐄𝐑𝐋𝐘 𝐁𝐔𝐒𝐈𝐍𝐄𝐒𝐒 𝐑𝐄𝐕𝐈𝐄𝐖𝐒 𝐀𝐍𝐃 𝐇𝐄𝐀𝐋𝐓𝐇 𝐃𝐀𝐒𝐇𝐁𝐎𝐀𝐑𝐃𝐒. ➤ Leveraged data to identify opportunities for solution deployment, value delivery, and account growth, presenting customers with options to address their needs and accelerate the achievement of operational objectives. ➤ Developed SMART KPIs to serve as indicators of success, understanding customers' use cases and aligning with performance measures, and leveraging insights to build risk mitigation plans and cultivate tenured partnerships.
★ Charged with driving continuous performance improvement, overseeing the project intake process, and marshaling projects throughout the lifecycle from initial exploration to securing executive sponsors and achieving desired outcomes on time and within budget. Cultivated client relationships to drive high levels of transparency, communication, and accountability. 𝐂𝐇𝐀𝐌𝐏𝐈𝐎𝐍𝐄𝐃 𝐀 𝐕𝐎𝐈𝐂𝐄 𝐎𝐅 𝐓𝐇𝐄 𝐄𝐌𝐏𝐋𝐎𝐘𝐄𝐄 𝐏𝐑𝐎𝐆𝐑𝐀𝐌, 𝐑𝐄𝐒𝐔𝐋𝐓𝐈𝐍𝐆 𝐈𝐍 𝐂𝐀𝐏𝐓𝐔𝐑𝐄 𝐎𝐅 𝐂𝐎𝐍𝐓𝐈𝐍𝐔𝐎𝐔𝐒 𝐈𝐌𝐏𝐑𝐎𝐕𝐄𝐌𝐄𝐍𝐓𝐒. ➤ Led the Speak-UP Program to generate 150% of targets, encouraging employees to submit ideas for efficiency improvements and leading the evaluation process to identify go-forward actions with 25 initiatives per quarter.
★ Served as a first-line contact in addressing internal technology, platform, and system issues, supporting the organization through change, troubleshooting issues, and leading major projects to fuel organizational efficiency and effectiveness. Tracked and trended issues to identify technology gaps, producing reports disseminating multisite technology and business risks.★ 𝐑𝐄𝐂𝐄𝐈𝐕𝐄𝐃 𝐓𝐇𝐄 𝐏𝐄𝐑𝐅𝐎𝐑𝐌𝐀𝐍𝐂𝐄 𝐄𝐗𝐂𝐄𝐋𝐋𝐄𝐍𝐂𝐄 𝐀𝐖𝐀𝐑𝐃 𝐅𝐑𝐎𝐌 𝐓𝐇𝐄 𝐏𝐑𝐄𝐒𝐈𝐃𝐄𝐍𝐓 𝐎𝐅 𝐂𝐎𝐍𝐒𝐔𝐌𝐄𝐑 𝐀𝐍𝐃 𝐒𝐌𝐀𝐋𝐋 𝐁𝐔𝐒𝐈𝐍𝐄𝐒𝐒. ➤ Expanded reach nationally and was called on to assist with many ad hoc and stretch projects-becoming a 'go-to' resource for the leadership team-playing a key role in championing change and streamlining procedures. 𝐈𝐌𝐏𝐑𝐎𝐕𝐄𝐃 𝐒𝐘𝐒𝐓𝐄𝐌 𝐀𝐕𝐀𝐈𝐋𝐀𝐁𝐈𝐋𝐈𝐓𝐘, 𝐂𝐎𝐍𝐍𝐄𝐂𝐓𝐈𝐕𝐈𝐓𝐘, 𝐀𝐍𝐃 𝐔𝐏𝐓𝐈𝐌𝐄. ➤ Saved $660K by reducing system downtime by 85%, creating a technology ticket intake process enabling prompt documentation and reporting of issues, and supporting connectivity and uptime for work-from-home associates. ➤ Improved resolution of issues from 60% to 95% by eliminating aged tickets, identifying and resolving systemic problems, and improving efficiencies associated with intake, troubleshooting, and resolution processes. 𝐂𝐎𝐍𝐓𝐑𝐈𝐁𝐔𝐓𝐄𝐃 𝐓𝐎 𝐓𝐇𝐄 𝐎𝐍𝐁𝐎𝐀𝐑𝐃𝐈𝐍𝐆 𝐀𝐍𝐃 𝐀𝐒𝐒𝐈𝐌𝐈𝐋𝐀𝐓𝐈𝐎𝐍 𝐎𝐅 𝐍𝐄𝐖 𝐓𝐄𝐀𝐌 𝐌𝐄𝐌𝐁𝐄𝐑𝐒. ➤ Onboarded, trained, and contributed to the continued development of Business Support Leads, implementing a virtual onboarding program and orientation checklists to drive consistency and completeness. 𝐈𝐍𝐂𝐑𝐄𝐀𝐒𝐄𝐃 𝐄𝐌𝐏𝐋𝐎𝐘𝐄𝐄 𝐄𝐍𝐆𝐀𝐆𝐄𝐌𝐄𝐍𝐓 𝐀𝐍𝐃 𝐌𝐎𝐑𝐀𝐋𝐄, 𝐒𝐔𝐏𝐏𝐎𝐑𝐓𝐈𝐍𝐆 𝐀 𝐇𝐈𝐆𝐇-𝐏𝐄𝐑𝐅𝐎𝐑𝐌𝐀𝐍𝐂𝐄 𝐖𝐎𝐑𝐊𝐅𝐎𝐑𝐂𝐄. ➤ Named as the Subject Matter Expert across Consumer Credit Assistance and led the allocation of a $50K annual budget for employee recognition, engagement, and culture-shaping activities.
★ Earned promotion within first 6 months to join the small Business Account Charge-Off Team, working with a portfolio of up to 150 accounts-each with $50K-$300K in past-due unsecured debt-to structure and secure repayment solutions. Maintained complete and accurate account records to ensure compliance with internal policies and regulatory requirements in all customer interactions. Cultivated relationships with customers despite navigating a sensitive and often-combative business process. ★ 𝐍𝐀𝐌𝐄𝐃 '𝐒𝐓𝐀𝐑 𝐓𝐄𝐀𝐌 𝐏𝐋𝐀𝐘𝐄𝐑' 𝐅𝐎𝐑 𝐑𝐄𝐂𝐎𝐕𝐄𝐑𝐈𝐍𝐆 $𝟓𝟎𝟎𝐊 𝐈𝐍 𝐏𝐀𝐒𝐓-𝐃𝐔𝐄 𝐑𝐄𝐂𝐄𝐈𝐕𝐀𝐁𝐋𝐄𝐒 𝐈𝐍 𝐓𝐇𝐄 𝐒𝐏𝐀𝐍 𝐎𝐅 𝟗𝟎 𝐃𝐀𝐘𝐒. ➤ Performed avid outreach to engage small business owners and offer debt reconciliation solutions, researching complex billing and payment histories, conducting discovery calls, and identifying opportunities to partner in debt reduction. 𝐈𝐌𝐏𝐑𝐎𝐕𝐄𝐃 𝐂𝐔𝐒𝐓𝐎𝐌𝐄𝐑 𝐄𝐗𝐏𝐄𝐑𝐈𝐄𝐍𝐂𝐄 𝐒𝐂𝐎𝐑𝐄𝐒 𝐅𝐑𝐎𝐌 𝟖𝟔% 𝐓𝐎 𝟗𝟔%, 𝐅𝐀𝐑 𝐒𝐔𝐑𝐏𝐀𝐒𝐒𝐈𝐍𝐆 𝟕𝟎% 𝐒𝐄𝐑𝐕𝐈𝐂𝐄 𝐎𝐁𝐉𝐄𝐂𝐓𝐈𝐕𝐄. ➤ Simplified the collections and recovery lifecycle for up to 100 accounts each month, working with leaders to identify opportunities for improvement, eliminate administrative redundancies, and improve customer-facing processes.