Account Manager Customer Success

LAURA DEASE

https://www.linkedin.com/in/lauradease/

Sorrento, FL 32776 *******@*****.*** 407-***-****

PROFESSIONAL EXPERIENCE

Container Centralen Hybrid USA February 2024 – May 2024 Account Manager and Sales

• Maintained 51 accounts by keeping in constant communication with each account via email and voice calls

• Churn rate 0%; activated 10 dormant accounts to current customers

• Created sales strategies to close $232,000 in additional sales during 2023; $32,735 in 2024

• Established a working manual easy to follow for new account managers Anglers Travel Baseball Team January 2023 – December 2023 Senior Team Financial Manager

• Coordinated open tryouts to create the 15-player 2023 Fall baseball team

• Secured six funding sponsors totaling $10,000, which covers each player’s uniform, equipment bags, and tournament fees for the first season

• Collected monthly team fees of $185 during the 2023 Fall season

• Registered for eleven tournaments for the six-month season (tournaments were every other weekend) OpSec Security/MarkMonitor Remote USA August 2022 – December 2022 Corporate Account Manager

• Developed strong relationships with 25 customers a quarter to understand the needs and ensure customers’ success with the services

• Achieved a remarkable 100% renewal rate of assigned subscriptions one month before contract expiration, boosting responsibility of $500K ARR by an average of 7% yearly

• Cultivated strategic, long-term relationships with key decision-makers across 25 strategic customers per quarter, fostering beneficial, profitable partnerships

• Guided 100-plus customers to resolve specific goals and utilize the offered services Mandiant/Google Remote USA October 2021 – March 2022 Senior Customer Success Account Manager

• Developed and executed tailored customer success strategies to maximize customer satisfaction, adoption, and retention for all customers

• Onboarded 20-plus new customers quarterly, providing training and guidance to help customers get the most out of the Mandiant platform

• Designed and executed a customized onboarding journey for 20 new clients every quarter, prioritizing engagement and professionalism; achieved a 25% reduction in churn rate and a 15% increase in customer lifetime value Conga/Apttus Remote USA March 2021 – August 2021 Enterprise Renewals Manager

• Orchestrated renewal management agreements, using negotiation tactics to achieve a 7% quarterly rise in billing renewals across 35 accounts

• Maintained accuracy in forecasting by updating a rolling 120-day forecast for renewals within the designated territory/portfolio

• Expedited the contract closure process, finalizing all 35 renewal contracts one month before the agreement expiration date

• Analyzed a portfolio of 100 clients and pioneered the entire customer lifecycle journey from customer onboarding to retention to upselling and cross-selling

• Owed client retention metrics, gross churn reduction, renewals, and Net Revenue Retention (NRR) Wolters Kluwer N.V. Remote USA February 2011 – July 2019 Customer Success Account Manager and Renewals Manager

• Accomplished an average Annual Recurring Revenue (ARR) of $45 million domestically and $60 million internationally, culminating in a total worldwide ARR of $105 million

• Directed a global customer relations team, achieving a 95% license renewal client retention rate in nine years, and increased revenue from $25m to over $70m

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• Implemented innovative strategies that boosted customer retention within the $55 million renewal base, raising rates from 93% to 98% in just three years

• Analyzed customer engagement metrics like NPS (Net Promoter Score), resolving issues for 30 unsatisfied customers and contacting 60 clients monthly for contract renewals

• Raised NPS (Net Promoter Score) rating of 30 to 70, maintaining a high NPS rating of 70 by assuring consistent superior customer relationships

American Automobile Association (AAA) Heathrow, FL USA January 1991 – February 2011 Operational/Compliance Auditor, Auditor III (Specializing in Fraud Detection and Deterrence) Continually Progressed to more Challenging Positions while at AAA: Operational/Compliance Auditor Specializing in Fraud Detection and Deterrence, Project Specialist, Financial Specialist, Accountant, Accounting Technician - Fixed Assets, Accounts Payable Clerk, Accounting Clerk

Additional expertise includes:

• Account Management • Salesforce.com

• Client Engagement • PowerPoint

• Collaboration • Gainsight

• Conflict Resolution • Power BI

• Negotiation Skills • NetSuite

• Customer Advocacy • Tableau

• Customer Lifecycle • Data Analysis & Trends

EDUCATION

Bachelor of Science Degree (B.S.) in Business Administration Samford University, Birmingham, AL

Accounting, Finance, Marketing, Business Law

CERTIFICATIONS

Certified Fraud Examiner (CFE)

Customer Success Management Fundamentals (LinkedIn)

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