Account Management Business Development
Resume:
Brandi Rorie
Dacula, GA *****
***********@*****.***
www.linkedin.com/in/brandi-rorie
SUMMARY
A highly dedicated and results-oriented Client Success functional leader with a demonstrated record of experience in performance and metric monitoring, trend and competitive analysis, sales, account management, customer service, consulting, business development and project management. A client-centric and adaptable change agent who drives achievement of business objectives, support commitments, and process improvements. Leverages excellent leadership, communication, coaching/mentoring, and presentation skills to build and manage high-performing teams and develop effective, long-term client relationships. HIGHLIGHTS
● Leadership: Disciplined, results focused individual with the ability to manage/lead employees; as well as, various projects.
● Business Acumen: Advanced experience in diverse organizational, operational, and programmatic concepts; strong attention to detail and effective critical thinking and problem-solving skills.
● Communication: Effective, persuasive speaker with a strong leadership presence. Clear succinct written and verbal communication, with the ability to make the complex simple. Open to diverse point of views.
● Customers: Adept at building strong, long-term partnerships, while taking a consultative approach to meet client’s and consumer’s needs.
● Project Management: Successfully developed, managed, and led various projects to ensure client and employee retention.
WORK EXPERIENCE
06/2018-10/2023 Global HR Research Ft Myers, FL
Sr. Director, Account Management
Functioned in a hybrid role responsible for managing a team of (7) Enterprise Account Managers in conjunction with managing a book of business, comprised of the top 4 enterprise level customer accounts totaling in $13M in revenue. Subject matter expert in employment background screening products, services, solutions, data, and risk mitigation, accurately representing these capabilities across customer stakeholder organizations, ranging from C-level executives to end users. The voice of the customer and champion this knowledge with cross functional internal teams to improve the existing platform and product experience as well as uncover new product development opportunities
● Recruited to establish and scale the overall Account Management department, develop Enterprise customer retention and revenue expansion strategies, create individual Account Manager role expectations, goals and KPIs.
● Responsible for the retention and revenue expansion of 150 accounts, making up 70% of the overall existing customer revenue base portfolio.
● Created customer account "At Risk" scalable and transparent tracking measures, resulting in a customer retention rate of 98%.
● Maintained <2% attrition rate for the past four (4) consecutive years.
● Grew the overall Account Management existing customer base incremental revenue by 3% YOY, surpassing the target goal of 2%.
● Managed the overall Client Success dept (Account Management & Client Care) from 2019-2020.
● Developed CRM dashboards to track customer trends and employee Key Performance Indicators.
● Worked directly with the Executive leadership team to define strategy and the development of new business proposals.
● Created Executive level presentations to present to Board members on the overall performance of the Account Management department.
● End to end oversight (management/tracking/reporting) of the overall Account Management dept. customer portfolio, to also include the creation and execution of key projects, initiatives, and revenue expansion opportunities.
● Led, managed, mentored, trained, developed and coached Account Managers to ensure success with meeting individual KPIs, personal goals, client retention and revenue expansion targets.
● Point of contact for escalated customer issue resolution, internally and externally.
● Monitored Account Managers' utilization of CRM platform, active revenue expansion pipeline, and at-risk client reporting.
Served as the key point of contact for enterprise level customers, while building meaningful and strong relationships resulting in long-term and enterprise-wide partnerships, including consultative upselling of new products and solutions.
● Met with assigned clients and prospects to assess business needs, manage complex customer transactions, and resolve customer concerns.
● Lead effective day to day management of accounts and relationships including on site representation as required.
● Tracked customer and industry revenue trends and account performance.
● Created Business Development Plans to target additional revenue expansion opportunities. 10/2006-06/2018 First Advantage Atlanta, GA
Director, Customer Success 02/2016-06/2018
Functioned as an effective change manager. Adjusted team priorities to meet goals and commitments. Responded effectively to changing demands to re-allocate and re-prioritize resources as needed. Contributed to development of Major-market Customer Success Managers through hands-on coaching, mentoring, and management. Developed and maintained a productive team environment supporting retention and growth of strategic accounts. Gather, evaluate, and report performance metrics for assigned clients to identify and correct key issues affecting client satisfaction and program success, including traditional client satisfaction statistics and measurements of client profitability and acquisition costs.
Drove customer excellence by supporting, supervising, and overseeing Customer Success Managers to ensure delivery of contracted services. Promote sales opportunities. Track product/revenue trends and competitive threats. Focus efforts on providing superior service and solutions to new and existing customers. Developed Executive-level relationships and regularly identify and create collaboration opportunities for and with key client buyers. Traveled up to 30% to mentor and support Customer Success Managers during meetings with new and existing clients, including creating presentations and helping to identify improvement opportunities. Conducted and developed overall team meetings, employee one-on-one developmental meetings, and annual employee reviews.
● Served as point of contact for escalated issue resolution, internally and externally.
● Collaborated with internal departments to ensure client satisfaction.
● Prepared reports and metrics for quarterly executive meetings.
● Oversaw daily monitoring of accurate employee utilization of CRM, revenue pipeline, and at-risk client reporting.
● Responsible for retention and growth of up to 300 accounts worth more than $60 million in revenue. Manager, Account Management 03/2013-02/2016
Provided hands on leadership to three distinct teams within the Account Management department (33 employees) to include, mentoring, development, and training all teams. Collaborated with internal departments in order to ensure customer satisfaction. Monitored CRM utilization, sales revenue pipeline and customer At Risk reporting. Drove client satisfaction as well as retention and growth of middle-market (500 clients) and small business client
(45,000+ clients) tiers. Developed strategic initiatives to drive additional client revenue and retain existing client base. Assisted with closing B2B upsells and contract negotiations, using consultative sales approach. Developed and led various executive-level projects simultaneously. Conducted on-site/WebEx client meetings and business reviews, involving 25% travel.
● Assisted with reducing middle-market client base attrition rate to single digits.
● Developed and implemented process improvement initiatives, departmental goals, and objectives Senior Account Manager 01/2012-03/2013 (Formerly LexisNexis Screening Solutions) Maintained and grew the book of business revenue stream via strategic deployment of resources required to drive the penetration of LexisNexis’ solutions. Coordinated with client, operations management and technology to ensure service levels were maintained. Developed consultative sales account plans detailing relevant client and industry information and specific risk history. Analyzed client account trends and provided recommendations on potential changes to client’s programs. Provided solutions to critical business issues by analyzing the root cause in order to determine the best resolution for the issue. Updated and maintained knowledge of all aspects of client’s background screening and/or occupational health programs including scope of work, account and package configurations, pricing, handling procedures and adjudication matrices. Established and maintained excellent client relationships; as well, upsell and cross sell into the existing client base.
● Top Sr. Account Manager and overall Account Manager in 2012.Utilized business analysis tools in order to identify and track revenue trends, recognize sales opportunities, target specific sales activities and analyze competitive threats.
● Conducted onsite client visits, in order to present Quarterly Business Reviews; as well as, discuss overall account performance. 50% travel
● Managed customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, SOPs and RFP proposal responses.
Non-Profit Account Manage 11/2010-01/2012 (Formerly LexisNexis Screening Solutions) Managed a book of Enterprise level Non-Profit clients and successfully grew the overall incremental revenue by 10%, achieving goal. Proactively established strong partnerships with key personas within each account ensuring strong political alignment. Coordinated cross-functionally to ensure clients’ expectations were met and exceeded. Established a solid business relationship with the Regional Sales Managers, by assisting with the new non-profit client business within their assigned territories. Assisted new non-profit customers with the application, contract, setup and on-boarding process. Provided internal leadership in a heavily matrixed environment managing several cross functional resources.
● Conducted Quarterly Business Reviews with top 25 existing non-profit accounts; in person and via webex. 20% travel
● Attended national non-profit trade shows in order to maintain and strengthen existing client relationships; as well as, acquire new business. 40% travel
● Utilized web based data warehouse to identify areas of opportunity where LexisNexis could create additional value for each client.
Client Advocate 08/2009-11/2010
Responsible for retention and growth of $3.3M Portfolio; comprised of Strategic and Middle Market clients who utilized enhanced LexisNexis Risk Solutions background screening products and services. Measured, analyzed, and increased customer health and value indicators (leading and KPI). Identified and pursued cross-sell and up-sell opportunities. Executed the strategic account plan and infused customer needs into the innovation strategy. Drove customer adoption, to ensure LexisNexis was the vendor of choice for each client’s background screening business, and; therefore increasing revenue. Maintained and negotiated contracts and addendums.
● Functioned as the client’s primary contact and provided assistance with product questions, background/drug screening report interpretation and billing inquiries.
● Proactively monitored the clients’ revenue trends and provided management with customized reports, detailing reasons for any revenue increases or declines.
● Worked closely with the Sales and Operations departments to ensure that all new account implementations were handled correctly.
● Acted as a liaison for the client with the Sales, Operations and/or IT departments in order to resolve clients’ problems and concerns.
● Trained new clients on our web based products; and, conducted training courses as necessary for existing customers.
Customer Service Supervisor 08/2007-08/2009
Managed and led a team of Customer Service Representatives to exceed company defined performance goals and SLA’s. Analyzed call trends and implemented process improvements in order to drive client satisfaction as measured by Net Promoter Score. Proactively drove Client satisfaction by call monitoring and Client Sat. surveys. Coordinated meetings and prepared various analytical reports for executive management in order to track Customer Service performance metrics.
● Established Employee Recognition initiatives and reward incentives.
● Conducted Team meetings with the goal of motivating employees, discuss process improvement opportunities and overall company initiatives.
● Identified staffing needs; as well as, interviewed and recruited new employees. Customer Service Team Lead 06/2006-08/2007
Coached team members on areas of improvement; and proposed incentives and recognition awards to Supervisor/Manager. Tracked and monitored each team members’ progress relative to goals, objectives, and company vision. Identified the team’s strengths/weaknesses and proposed additional training tools, courses and resources needed to enhance team performance. Defined client expectations, communicated values and principles for effective customer service.
● Assisted with client’s escalated issues and concerns.
● Identified staffing needs and assisted with interviewing and recruiting new employees.
● Monitored SLA’s and Queue metrics to ensure we met Company goals. PROFESSIONAL DEVELOPMENT
Get Real Selling
The Persuasive Speaker
Effective Presentations
FCRA Certification
COMPUTER LITERACY
Salesforce, Siebel, Microsoft Office Suite, Power BI, Chorus, Pendo
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