Resume

Customer Success Manager
Health & Safety Institute (HSI) | Jun 2021 - July 2023

Led complete post-sales lifecycle for a diverse portfolio of 140 SMB subscription customers, ensuring seamless delivery of contracted products and services.
Display exceptional sales acumen in driving ARR retention and growth, consistently surpassing quarterly renewal targets and achieving outstanding success in upselling and crossselling products and services.
Foster strong and mutually beneficial business partnerships through strategic guidance and a proven ability to identify innovative approaches, continuously strengthening and expanding the scope of client collaborations.
Excel in providing first-tier technical support, conducting comprehensive administrative training, and sharing best practices, resulting in enhanced customer satisfaction and loyalty.

Product Support & Sales Specialist
Tacony Corporation | 12/2020 - 06/2021

Consult with clients to identify and resolve problems in machine operation and maintenance.
Identify opportunities for additional products, service contracts, and recommend further development.
Develop and monitor team KPIs aligned to company objectives including customer satisfaction, response time, and warranty.
Review warranty claims, create and maintain case records and RMAs.
Maintain and update product and part records in Epicor ERP system.

Client Success Manager
BizLibrary | St. Louis, MO (Oct 2018 - Jun 2020)

Drive success, expansion, and ARR retention for a $1.4M book of business.
Create and deliver quarterly executive business reviews for C-Suite and director level client stakeholders to show ongoing ROE and align program/product strategy with business goals and objectives.
Own and manage the entire customer lifecycle from implementation to renewal.
Expand footprint and ARR by identifying and driving upsell and expansion opportunities.
Negotiate multi-year extension and renewal contracts with client stakeholders and senior leadership.

Sales Development Representative
BizLibrary | St. Louis, MO (Jan - Oct 2018)

Use the sales process to prospect and qualify inbound marketing leads and create sales opportunities for account executives.
Research key accounts, identify decision makers, initiate contact, identify pain points and business challenges, and solution align to meet needs and objectives.
Utilize Salesforce, SalesLoft, and other CRM tools to research, organize, track, and communicate with prospects.
Design and deploy effective sales outreach campaigns to communicate to large target audiences.

Community Business Development Manager
Barnes & Noble, Inc. | St. Louis, MO (May 2015 - Jan 2018)

Increased fiscal 2017 account sales 10% to prior year by effectively using solutions-based sales process to target, initiate contact, and make compelling sales presentations to decision makers at existing and prospective K-12 schools, nonprofit institutions, and corporate business customers in assigned markets.
Researched, targeted, and cultivated existing accounts to grow fiscal 2016 sales 5% to prior year.
Achieved 50% growth in store educator customer base by designing and implementing successful email and social media marketing campaigns to drive enrollments and sales.
Planned, promoted and managed execution of store events, generating sustainable and reoccurring sales revenue.

Digital Sales Lead
Barnes & Noble, Inc. | St. Louis, MO (Jun 2013 - May 2015)

Educated, coached, and collaborated with the store team to provide unparalleled customer service and drive company’s digital products, services, and initiatives to achieve sales goals.
Led store effort to drive 2014 sales 130% to goal.
Exceeded annual membership enrollment sales goals by 100%.