VICKI WOODY

Www.linkedin.com/in/vickiwoody-a*****8/ 505-***-**** ad1mh9@r.postjobfree.com WWW: Bold Profile Senior CSM @ Mitel Sales, Customer Success, Cloud Communications, Account Management Senior Customer Success Manager at Mitel with 21 years of experience managing a portfolio of 20 enterprise customers with an annual recurring revenue of $5.8 million as well as quota exceeding years of account management experience. Expert in SaaS, UCaaS, cloud communications, customer relationship management, customer success. Expertise with Gainsight, Tableau and Microsoft Office Suite.

Mission is to deliver value and satisfaction to clients by being their key advocate, trusted advisor, and technical authority. Facilitate the optimal customer journey, from onboarding through renewal and advocacy. Consistent collaboration with sales, marketing, and product teams to identify and pursue revenue growth opportunities. Recognized for outstanding analytical, interpersonal, leadership, and communication skills, as well as flexibility, adaptability, and team-building attitude. Authentic and consistent communication is key to customer relationships as well as personal relationships. Expert in all forms of communication.

Inter-departmental Collaboration

Customer Experience Management

KPI Monitoring

Enterprise Account Management

Key Account Development

Renewal Expertise

Customer Needs Assessments

Customer Retention

Proficient MS Office Suite

Proficient Salesforce, Gainsight, Tableau

Customer Success Manager, 07/2002 - 06/2023

MITEL – Remote

Superior customer advocate - individual quarterly retention rate average 105% Expertly manage book of business with twenty (20) platinum private cloud customers - ARR $5.8M First point of contact for Mitel's largest UCaaS customer - Global Travel Agency - 6000+ seats -

$2.8M ARR

Establish strong relationships with key stakeholders; resulted in 90% increased customer loyalty Prepare/deliver renewal contracts and supplemental documents with 100% accuracy Quarterback concise cadence meetings- focus on tactical execution and alignment with business goals

Champion close relationships with cross-functional teams to provide relevant/knowledgeable information

Address customer inquiries with timely and accurate updates - 100% customer satisfaction Conduct quarterly audits- align discrepancies

Conduct training sessions - product feature utilization Professional Summary

Skills

Career Accomplishments

Utilize customer feedback - prioritize changes and improvements to customer goals and success plans

Facilitate new internal process initiatives, playbooks Senior Strategic Account Manager

Achieve 100% and exceed company defined annual sales quotas Three time President's Club Recipient

Demonstrate compelling, persuasive, composed, professional demeanor Enterprise B2B Customers: State of New Mexico, Franklin County OH, Sandoval County NM,New York Life, Roto-Rooter

Exceed customer commitments and expectations - 100% satisfaction Prepare/deliver customer solutions, proposals, detail customer friendly SOW's Expert in self-directed work environment, manage day-to-day operations and decisions Foster hundreds of lasting relationships with customers through effective communication and quick response

Field customer complaints - facilitate negotiations, resolve issues and reach mutual conclusions Spearhead business reviews - review current services and expand upsell opportunities Bachelor of Science

Northern Illinois University - Dekalb, IL

Education