Client Success Business Administration

SEONY BROWN

*** ******* ******, ********, *** York 11225

Cell: 347-***-**** Email: **********@*****.***

Objective: To obtain a challenging career that will bring together my professional skills and academic endeavors.

Summary of Qualifications:

● Strong leadership skills.

● Ability to analyze complex information, solve problems and work to deadlines.

● Superb public speaking and presentation skills.

● Monitoring performance against targets.

● Formidable Internet/Computer skills.

● Strong professional composure.

● Adept at SalesForce, GSuite, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Outlook. Education

CUNY Brooklyn College August 2010 - May 2014

Bachelor in Business Administration with a Concentration in Marketing. Professional Experience

Salesforce May 2023 - Present

Renewals Manager - Salesforce Core

● Develop and execute win/win negotiation strategies for medium and large account contract renewals that maximize contract value while protecting and enhancing customer trust in the SMB territory.

● Partner with Account Executives to fully understand and develop a clear renewal strategy for each customer based on data driven decisions.

● Maximize account growth opportunities by playing a collaborative role on the account team and helping to drive incremental opportunities upon contract renewal.

● Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.

● Provide executive management with complete visibility to renewals and solicit executive involvement as required.

● Engage in strategic account planning with key stakeholders at AVP, RVP level to ensure accountability across teams.

Renewals Manager - Tableau July 2022 - May 2023

● Responsible for the renewal rate and revenue for the EDU/NGO territory.

● Drive on-time renewal revenue for extended periods of time.

● Partnered with account teams to ensure maximum value is being provided to customers.

● Interact and build relationships with customers to ensure they are aware and leveraging the resources Tableau has to offer, whether it is training, support services, new release information, or events, all to ensure the customer is successful using Tableau software.

● Negotiated with some of our largest $100k + ACV customers and completed the most complex deals.

● An expert in Tableau's products, helped customers with the training, deployment, and adoption to ensure customer success, which drives their renewals.

● Identified opportunities to retain maintenance renewals and identify opportunities for extended terms and additional growth.

BetterCloud March 2020 - July 2022

Renewals Sales Specialist

● Manage the renewal process from quote through signature for a set book of customers.

● Act as the first point of contact to answer customer questions and resolve issues around renewals.

● Develop deep expertise and understanding of BetterCloud’s products, GTM strategy, and standards for pricing and negotiating renewals.

● Research customer contracts and purchasing history to build timely and accurate quotes for renewal.

● Accurately forecast and exceed quarterly and annual targets in your book of customers.

● Recognize opportunities to add additional solutions to existing business and handle billing disputes. National Debt Relief

Client Success Specialist Supervisor August 2016 – March 2020

● Responsible for pulling reports and monitoring employee performance.

● Supervised a team of 7 up to 14 Client Success Specialists.

● Conducted weekly team meetings.

● Proofread writing quality and provided feedback.

● Assisted and trained Specialists with calls and emails.

● Provided support in organizing the Specialist department metrics, analytics, and overall performance. Client Success Team Coach April 2015 – August 2016

● Responsible for pulling reports and monitoring employee performance.

● Interim Team Lead when there is an absence in the leadership team.

● Assisted Team Leaders with performance management and mentoring.

● Monitored the queue and assigned tasks to Customer Service Representatives.

● Listened to calls and provided feedback to the team.

● Assisted and trained team members with calls.

Client Success Specialist August 2015 - April 2015

● Performed legal tasks and internal legal processing.

● Establish and maintain contact with clients regarding legal documents and the next steps of the matter.

● Negotiate, deliver and follow through to completion on client settlement offers and proposals between the client and the owner of the debt.

● Review and analyze client accounts; advise clients on settlement offers and proposals.

● Explain settlement process or creditor issues/policies to clients as needed.

● Work on the assigned queue of clients in order to achieve goals and objectives.

● Review the Client’s banking account to determine the funds necessary and available to execute the program. Client Success Representative January 2015 - August 2015

● Resolved customer inquiries/complaints with limited escalation to team leaders.

● Documented client discussions clearly and concisely.

● Used Salesforce CRM software to facilitate the process of responding to clients' concerns via phone and email. Bank of America

Teller January 2014 - December 2014

● Performed tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.

● Maintained knowledge of current sales, promotions, policies regarding payment and exchanges, and security practices.

● Calculated sales prices, and total purchases and received and processed cash or credit payments.

● Recognized security risks, prevented thefts, and handled these incidents. References are available upon request.

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