Customer Success Experience

SHANNON BRYANT

Texas • ad5c56@r.postjobfree.com • 512-***-**** • LinkedIn

ACCOMPLISHED CUSTOMER SUCCESS PROFESSIONAL

Training Specialist Customer Experience & Journey Account Management 2

Dedicated and results-oriented Customer Success Professional with 20+ years of experience in building and nurturing client relationships to drive satisfaction and retention. Proven track record of enhancing customer experience through strategic communication, proactive issue resolution, and personalized support. Skilled in analyzing client needs, identifying opportunities for upselling and cross-selling, account management, Project Management, and collaborating cross-functionally to ensure successful product onboarding and adoption. Adept at data-driven decision-making to optimize customer journeys and deliver exceptional value. Seeking to leverage expertise in delivering client- centric solutions to contribute to the growth and success of a forward-thinking company. CORE COMPETENCIES

• Customer Success Management

• Strategic Planning and Execution

• Data Management & Analytics

• Customer Training

• Lead & Demand Generation

• Planning & Implementation

• Project Management

• Liaison & Coordination

• Process Improvement

• Team-Focused Collaboration

• Customer Experience & Journey

• Account Management

• Business Development

• Budgeting & Negotiation

• Team Building & Management

• Microsoft Office (Excel), G-Suite

• Detail Oriented Adaptable

• Relationship Management

ZPROFESSIONAL EXPERIENCE

UBEO Business Services • Account Manager/Customer Success • Present

• Initiates and maintains relationships with business clients, serving as the manager over their needs, inquiries, and concerns.

• Collaborates with clients to understand their objectives and pain points, aligning our solutions to address their requirements.

• Proficiently brings attention to unmonitored expenses and expenditures linked to printing and marketing endeavors, fostering financial transparency and enabling targeted cost-saving measures.

• Articulates the strategic potential of technology in affording organizations the advantage of increased capacity sans the need for additional workforce, thereby unlocking avenues for growth and optimization.

• Offers a meticulously outlined roadmap for the seamless integration of technology, aligning it with overarching company objectives and initiatives, ultimately bolstering operational efficiency and effectiveness.

• Regularly analyzes data and usage patterns to arrive at target prospects and provides them with data-driven insights and recommendations for optimizing their experience and achieving their desired outcomes.

• Leads cross-functional initiatives to improve the overall customer experience, collaborating with the product, marketing, and support teams to deliver exceptional value.

Round Rock ISD, Round Rock, TX • Educator • 2022

PFLUGERVILLE ISD, Pflugerville, TX • Educator • 2021

• Designed, develop, and successfully deliver best-in-class training programs and resources for 100+ learners using Learning Management System; increased learner engagement by 80%.

• Planned and monitored the implementation of technology-based e-learning programs for typing and student engagement.

• Developed and delivered formative and summative assessments, followed by adjusting daily instruction and lesson plans in accordance with learners’ needs.

• Produced, organized, and published written and audio-visual resources to integrate effective and effective learning practices, experiences, and hands-on learning opportunities.

• Differentiated training sessions by identifying skill gaps based on observations and informal feedback.

• Created, implemented, and analyzed learners’ feedback to differentiate training sessions, inform revisions to existing content, and plan improvements to future content.

EPOS, Austin, TX • Account and Partner Manager • 2021 POLYCOM, Austin, TX • Account and Partner Manager • 2019 – 2020

• Acquired and maintained 100+ accounts and managed both client and channel partner experiences within a specific territory.

• Collaborated with partners to quote and close phone, headset, and digital collaboration hardware and SAAS solutions and services to MI, IA, WI, AZ, CO, NM, NV, UT, SoCal, and HI commercial, state, and local clients.

• Utilized Sales Navigator and Discover.org to map and prospect 1000 - 5000 employee corporations.

• Collaborated with partners to grow and renew revenue of $4.2 million annually in products and services to key customers.

• Collaborated with marketing to campaign using automation software to ensure account satisfaction, success, and growth; which led to a 45% increase in achievement.

• Effectively built and maintained long-lasting client relationships and developed go-to-market segmentation, messaging, order processing, and training.

SHANNON BRYANT

OFFICE DEPOT, Austin, TX • 2011 – 2018

Digital & eCommerce Advisor • 2017 – 2018

• Consulted with small businesses to improve their website and web presence traffic by leveraging social media tools, leading to an increase in 1,000 visitors monthly.

• Collaborated with team members to plan and implement the tasks meeting timelines and exceeding expectations.

• Designed and implemented the sales process for supporting small businesses wanting to create an online site and PEO SAAS Business Development Manager • 2015 – 2016

• Identified client needs and suggested appropriate services to enhance the client experience.

• Built long-term trusting relationships with clients to achieve improved customer retention.

• Led team in national account acquisition and revenue by acquiring Alamodome, VMware, CBRE, and HomeAway accounts.

• Mapped Texas by scrubbing OneSource to identify target customers and implemented a strategy to acquire them

• Identified target customers by scrubbing OneSource and implemented an acquisition strategy for them. Territory Manager • 2013 – 2015

Managed and grew a territory from 0 to $1.5M in sales within a year (Austin, TX)

• Revised and implemented sales strategies/techniques, and ensured proper training of all employees.

• Road mapped customer acquisitions through associations and trade shows, achieved 241% of quota which was Top in the nation.

• Improved business process flows and overall departmental productivity by over 62% by creating a prospect outreach plan, and mailing pre-sales flyers prior to in-person visits.

• Led purchasing analysis with customers to report cost savings in Excel and PowerPoint, outlining consolidation proposals. Account Manager • 2011 – 2012

Opened the Austin sales office and influenced call metrics, account assignment, and pipeline management policy

• Increased customer retention by collaborating with service to manage customer billing and shipping experiences.

• Created billing and pricing “best practices” that were implemented company-wide. DELL COMPUTER CORPORATION (SMB, Global and Public), Austin, TX • 1994 – 2004 Client Product Specialist II • 2003 - 2004

• Served as a trusted advisor for 14 ISRs and 1600 clients.

• Performed product demonstrations for customers, staff, and other stakeholders.

• Assisted clients with coaching, providing technical information, quoting, and providing consulting services. Account Manager, Large Opportunity Rep • 2001 - 2002

• Responsible for appropriately increasing volume growth, market share, and profitability in targeted recycling accounts.

• Managed larger opportunities and global accounts, including PPG and Pitney Bowes to drive sales.

• Developed and implemented strategic initiatives designed to optimize the performance of key accounts.

• Coached 3 teams to deliver top results in outbound calling, prospecting, and new account acquisition Inside Sales Representatives • 1999 – 2000

• Streamlined revenue flow by redesigning held order, third-party, and regulatory compliance processes.

• Tripled goals through exceeding metrics and consultative selling within finance, K-12, county, and diocese accounts. ADDITIONAL EXPERIENCE

SMB PHOTOGRAPHY, Austin, TX • Business Owner • 2004 – 2011 SELECTED ACHIEVEMENT

• Led measurements tied to call activity and revenue generation, recognized by winning a trip to Italy with over 261 reps.

• Developed a customer qualifying process for Dell and coached three teams to top performance in outbound calling, prospecting, and new account acquisitions in large opportunities and accounts. Fearless all the way to C-level.

• Won top revenue in the nation’s first year in the field for Office Depot, achieving 241% to quota, by defining a clear selling strategy, targeting key customers, and implementing creative outreach strategies aligned with customer expectations. EDUCATION

Ithaca College, New York TX

Bachelor of Science (BS), Business, Marketing

Southern New Hampshire University

Master’s coursework in Digital Marketing including certifications in: Google Analytics, AdWords, Toastmaster’s Collaboration, HubSpot, and Hootsuite

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