Account Manager Client Success

Ladema A. Williams

Scottsdale, Arizona ***** 480-***-****

**************@*****.***

www.linkedin.com/in/ladema2demi2williams

Sr. Account Manager

Drive Revenue Growth and Retention Through Innovative Sales Strategies and Client Relationship Management

*MS Office Suite365 *Net Suite *CIS * Request * Bl - Calyx Point 7.2 * Encompass 360 *Sales Force * Yosemite

* Django * Natasha *RevoPay *Concur *Teams *Zoom *Jira * Azure DevOps *DocUsign *Adobe *IntelAgree Areas of expertise include…

● Finance & Retail Banking

● B2B /SaaS

● Salesmanship & Closing Strategies

● Creator & Advisor

● Sales Management & Revenue Optimization

● Account Management & Growth

● Problem Solving & Attention to Detail

● Customer Service & Satisfaction

Professional Experience

SR. ACCOUNT MANAGER (REMOTE), 2018 to Present OSG., Carol Stream, Chicago. IL

● Establish a trusted advisor relationship in the HOA/Community Management field with top tier, enterprise clients by ensuring successful delivery of their required outcomes via efficient customer onboarding, product implementation, campaign analysis and performance optimization. Managing book of business of $21M ARR.

● Forge strong relationships with internal/external sales representatives which reinforces SAM role as a trusted internal partner.

● Deliver presentations of products and website capabilities to clients for optimizing client satisfaction and increasing sales.

● Work with clients to define and achieve critical goals and other key performance indicators (KPIs)

● Support Quarterly Business Reviews with top clients speaking to content strategy, nurture best practices, unique insights, and custom optimization recommendations to foster ongoing success.

● Provide end to end service for client concerns through resolution, proactively communicating to address problems and manage expectations. Answer customer requests for information in a timely manner.

● Drive renewals and retention. Through customer relationships ensuring customers renew and increase the overall value of the account

● Own responsibility for the customer retention – focusing on customer churn.

● Act as liaison between clients, agencies, appropriate 3rd parties for all departments

● Proactively contribute ideas to projects and regularly make recommendations to client contact and Account Director on how to strengthen our relationships.

● Recognize and support the development of new business opportunities with existing clients.

● Monitor and track core customer health metrics across accounts such as feature usage and NPS to ensure healthy engagement and adoption.

Continued…

Ladema A. Williams Page Two

OPERATIONS/ACCOUNT MANAGER (REMOTE), 2013 to 2018

NATIONAL TREE & LANDSCAPING SERVICE, LLC, Scottsdale, Arizona

● HOA Community Management Companies, Municipalities, successfully landed multiple large commercial accounts ARR $250k plus.

● Forged productive relationships with clients by understanding company capabilities and effectively communicating service information in a caring, trustworthy fashion.

● Trained, motivated, and mentored staff members in fruitful techniques for interacting with clients and their concerns face-to-face and over the phone.

● Strong communication, verbal, and interpersonal skills with aptitude to building relationships with clients of all organizational levels.

● Conduct Business Review meetings with client on-site at client’s location, travel as needed.

● Oversee key activities that are underway, including following up and escalating as appropriate to get resolution in a timely manner.

● Maintains a professional image and adheres to standards consistent with company policies and procedures.

LOAN OFFICER / LOAN PROCESSOR IV, 2011 to 2013

WELLS FARGO & CO., Tempe, Arizona

● Repeatedly recognized quarterly as #1 Banker in the Region

● Spearheaded loan initiation and processing for more than 150 clients per month representing over $5.2M

● Built an impressive reputation for customer satisfaction and closing files on time.

● Capitalized on a thorough knowledge of company products, policies, and procedures as well as a solid grasp of real estate appraisals, title reports, property transactions, and underwriting requirements.

● Collects and analyzes information regarding the customer's income, assets, investments, or debts.

● Establishes and maintains relationships with realtors, builders, and new home sales representatives to develop and retain existing business.

Additional Experience

TEAM LEAD MORTGAGE QUALIFYING ACCOUNT MANAGER (1 YEAR CONTRACT) 2010 to 2011 JPMORGAN CHASE, Phoenix Sky Harbor, Arizona

SOUTHWEST MARKET ACCOUNT MANAGER – REMOTE (2008 to 2010) RECALL AMERICA, Norcross, Georgia SENIOR LENDING PARTNER – REMOTE (2005 to 2008) LIBERTY LENDING SERVICES, Scottsdale, Arizona ACCOUNT EXECUTIVE – REMOTE (2004 to 2005) EXPANDED MORTGAGE CREDIT, Scottsdale, Arizona VICE PRESIDENT / LOAN OFFICER (2003 to 2004) PATRIOT LENDING GROUP, Scottsdale, Arizona PRIVATE BANKING OFFICER (2000 to 2003) NORTHERN TRUST BANK, Scottsdale, Arizona Educational Background & Computer Skills

Associate degree in Social Science & Criminal Justice Mesa Community College, Mesa, Arizona

Arizona Loan Mortgage Origination Licensing Certification, NMLS #217394, 2010

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