Customer Success Strategic Partnerships

Lauren Chin-Bates

*** ******* ****, *****, ** ***83

201-***-**** *************@*****.*** LinkedIn

Professional Summary

Dynamic and strategic leader with extensive experience in account management, customer success, and partner success within diverse industries. Proven track record in driving significant business growth, spearheading digital transformations, and developing innovative customer engagement strategies. Expert in leading cross-functional teams and managing strategic partnerships with Fortune 500 companies. Recognized for delivering exceptional outcomes that enhance user satisfaction and loyalty.

Core Competencies

●Client Relationship Management: Built and maintained strong relationships with key clients, resulting in a 30% increase in account retention.

●Strategic Account Planning: Developed and executed strategic plans for account growth, exceeding revenue targets by 20%.

● Sales and Revenue Growth: Consistently achieved sales quotas, driving a 25% increase in annual sales revenue.

●Communication and Presentation Skills: Delivered compelling presentations and product demonstrations, resulting in successful deal closures.

●CRM Proficiency: Experienced in using Salesforce and HubSpot to manage client interactions and sales pipelines.

●Problem-Solving and Negotiation: Successfully resolved complex client issues and negotiated favorable contract terms.

●Customer Onboarding and Training: Led onboarding sessions, improving customer product adoption and satisfaction scores by 15%.

●Data Analysis and Insights: Utilized customer data to drive strategic decisions and enhance service delivery.

●Cross-Functional Collaboration: Collaborated with sales, product, and support teams to improve customer experience and outcomes.

●Market Research and Competitive Analysis: Conducted market research to inform sales strategies and identify growth opportunities.

Professional Experience

Director of Member Experience

Sky’s The Limit, Oakland CA January 2023 – March 2024

●Engineered strategic partnerships with key clients such as Google and HP, resulting in a 70% increase in business growth through enhanced brand loyalty and user engagement.

●Spearheaded the development, rebranding, and launch of a user-friendly web and mobile platform, enhancing accessibility, retention, and increasing customer satisfaction by 50%.

●Led the largest virtual pitch contest in HP Foundation history, involving over 500 C-Suite executives, increasing participant engagement by 40% and earning recognition from Time Magazine for outstanding execution and impact.

●Designed and implemented a comprehensive Customer Success Excellence program utilizing advanced analytics and technologies, resulting in a 30% improvement in customer journey mapping accuracy.

Senior Account Manager

Sky’s The Limit, Oakland CA January 2022 – January 2023

●Achieved a 100% renewal rate by managing key account relationships through personalized engagement strategies and exceptional service.

●Doubled sales targets through strategic account growth techniques, including upselling and cross-selling with major companies like Accenture, Google, HP, and PNC Bank.

●Led international teams, fostering sustainable partnerships and enhancing global account growth by 25% through targeted client engagement strategies.

●Developed and led marketing campaigns and sales strategies, incorporating data-driven insights and innovative outreach methods, boosting lead generation by 75%.

Member Experience Manager

Sky’s The Limit, Oakland CA October 2021 – January 2022

●Revamped customer onboarding processes by introducing automated workflows using CRM tools, reducing churn by 30% and enhancing operational efficiency.

●Integrated real-time customer feedback into product development, resulting in a 20% improvement in product-market fit and responsiveness, measured by growth in sign-ups and engagements.

●Led an international team, mentoring them in matching entrepreneurs with corporate volunteers, resulting in a 40% increase in successful matches and partnerships.

Education

Bachelor of Arts in Business Management

West Virginia University, Morgantown WV 1999 - 2003

• Gymnast

• Alpha Phi Sorority Member

Associate of Arts in Fashion Design

Fashion Institute of Technology, New York NY 2003 - 2005

Skills

●Strategic Partnership Development

●Customer Success and CRM Systems (HubSpot, Salesforce)

●Project and Program Management

●Data Analytics and Market Analysis

●Cross-functional Team Leadership

●Event and Campaign Management

Accomplishments

●Achieved rapid career advancement, securing three promotions within three years due to exceptional leadership and strategic impact.

●Developed key strategic partnerships with industry giants like Accenture, HP, PNC Bank, and Google, driving substantial business expansion and engagement.

●Led and managed over 100 organic success stories, enhancing brand loyalty and customer engagement, recognized for organizing highly praised corporate events.

Professional Development

●Regular attendee at major industry conferences, including SaaS North and Dreamforce.

●Ongoing professional training in leadership and product management.

Professional Affiliations

●Created a Board Corporate Responsibility Association that included C-Suite members from HP, LUMEN, Accenture, Google, etc.

●Volunteer, Local Economic Development Initiatives.

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