Customer Success & Account Manager

PROFESSIONAL SUMMARY

Strategic Customer Success and Account Manager with 7+ years of client-

facing work experience and a proven track record of driving revenue growth and achieving exceptional retention rates. Skilled in building strategic partnerships with key stakeholders, exceeding retention targets, and leveraging data-driven insights to enhance customer satisfaction and reduce churn. Adept at fostering cross-functional collaboration and executing on enablement strategies to drive product growth and alignment with client needs.

WORK EXPERIENCE

Customer Success Manager - SaaS Startup in Commercial Real Estate, 07/2022 to Current

Dealpath - Phoenix, AZ

Territory Manager - Medical Device Accounts, 09/2021 to 07/2022 Hologic Inc. - Phoenix, AZ

CONTACT

Address: Phoenix, AZ 85024

Phone: 209-***-****

Email: *************@*****.***

WWW: https://www.linkedin.com/in/sy

dney-dearmas

EDUCATION

Bachelor of Arts, Psychology, 05/2016

University of San Diego - San Diego, CA

Minor: Biology

Division 1 Collegiate Athlete - Cross

Country and Track & Field

SKILLS

SYDNEY DE ARMAS

Managing $1.5M in ARR across 30+ accounts within commercial real estate industry, exceeding retention targets in both Mid-Market and Enterprise accounts

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Achieved 92% Net Revenue Retention in 2023, exceeding team goal of 85% (industry standard)

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Build strategic relationships with key stakeholders and C-suite executives through quarterly business reviews to drive mutual accomplishment of goals

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Oversee all aspects of customer lifecycle, with a focus on training, adoption, renewal, and expansion via upsells

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Partner with cross-functional team members, such as sales, product and marketing as CS subject matter expert to drive better adoption of features in the platform

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Generated new business and expanded territory coverage by strategically identifying and targeting high-potential accounts, achieving $3M territory

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Organized and delivered trainings for healthcare professionals, including physicians and hospital staff, to increase product knowledge and successful outcomes

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Coached and developed associates and new hire trainees on best practices

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Served as member on internal Product Advisory Council to drive cross- functional collaboration and strategize on future product release improvements

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Elected Team Captain of Women's

Team in 2015 & 2016

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• Customer Account Management

• Relationship Building

• Time Management

• Cross-functional Collaboration

• Strategic Communication

• Empathy

• CRM Software (Salesforce)

• Project Management

• Upselling and Cross-Selling

• Customer Satisfaction

• Training & Onboarding

Clinical Account Manager - Medical Device, 02/2019 to 09/2021 Hologic Inc. - CA And AZ

Recruiting Manager, 07/2018 to 02/2019

E&J Gallo Winery - CA And AZ

District Manager, 06/2017 to 06/2018

E&J Gallo Winery - Orange County, CA

Sales Representative, 07/2016 to 06/2017

E&J Gallo Winery - Orange County, CA

• Achieved quota early at 116% PTQ with $630k in growth in 2021

• Ranked in Top 5 CAMs at 133% PTQ with $370k in growth in 2020 Strengthened relationships with key healthcare providers, fostering trust and collaboration for mutual success

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Oversaw contract negotiations with healthcare providers, securing favorable terms for both parties involved

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Conducted resume reviews and interviewed thousands of applicants, resulting in the hiring of 98% of candidates moved forward in interview process

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Partnered with campus administrators via business reviews and execution of collaborative skill-building sessions for students

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Collaborated cross-functionally with corporate leadership team to align recruitment efforts with overall organizational goals and objectives

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Developed, trained and motivated a full team of 8 employees, including new and veteran team members

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Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities

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Optimized business across all 6 territories to grow business by 20% annually

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• Won Top Sales Manager during Summer 2018 sales incentive Grew territory by 23% average month over month, exceeding total sales targets by over 10%

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Increased sales revenue by identifying and targeting high-potential accounts, ultimately leading to Team Captain role

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Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations

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