Manager Sales

Jennifer LaForte

Santa Fe, NM 215-***-**** adhqd5@r.postjobfree.com linkedin.com/in/jennifer-la-forte

Customer Success Manager

Client Engagement Customer Experience Business Development

Dynamic professional with demonstrated CSM experience in the technology, mortgage, and healthcare industries. Expert in identifying client needs and developing custom solutions to solve complex business challenges. Skilled at negotiating contracts and mediating critical situations to deliver return on investment (ROI) and enhance customer satisfaction and loyalty. Articulate communicator and mentor who serves as a trusted advisor to support short- and long-term strategic planning. Regarded for identifying key decision-makers and building and sustaining positive working relationships.

Areas of Expertise

Performance Metrics & KPIs

Client Training & Education

Sales & Marketing Strategy

Project Management (PM)

Unique Value Proposition

Pipelining & Forecasting

Customer Onboarding

SaaS & Cloud Services

Change Management

Relationship Building

Contract Negotiation

Strategic Consulting

Consultative Selling

DevOps Teamwork

Customer Value

Risk Mitigation

Technical Skills: Microsoft Office (Word, Excel, PowerPoint), Salesforce CRM, Oracle OBIEE, MOS

Career Highlights & Achievements

Ranked #1 for the last 5 years and consistently in the Top 10% for closed sales, maintaining an 80% closing ratio.

Featured in Oracle’s “How I Won the Deal” article, turning $12M risk into $23M win during the COVID-19 pandemic.

Achieved up to 147% annual renewal quotas with ~500 contracts valued at $42M+ and 0 year-end backlog.

Generated 70% current client territory expansion and 50% growth in new clients at Lehman Brothers.

Received 3+ corporate and peer-voted awards and won a national business closing contest.

Professional Experience

Oracle Corporation 2008-Present

Customer Success Manager, 2015-Present

Build relationships with client executives and IT & Finance leadership to secure standard and nonstandard approvals.

Identify client goals, develop comprehensive support plans, and monitor customer health through data analysis.

Orchestrate post-sale services and renewals across teams to guide Fortune 100 clients through organizational change.

Monitor customer projects, milestones, and deliverables to maintain schedules and deadlines.

Review accounts for expansion opportunities and recommend services for increased revenue.

Drive support automation and business value while promoting user adoption of the latest product releases.

Facilitate technical conversations and escalations to resolve challenging issues and critical business impacts.

Train customers through formal presentations and on-the-spot demonstrations and conduct business reviews.

Clients include Macy’s, Kroger, Albertsons, American Airlines, Chick-fila, Home Depot, Sherwin Williams, Wyndham hotels, Hilton, Time Warner, Aramark, The NBA, American Cancer Society, Marsh and McLennan, Vanguard, P&G.

Support Sales Account Manager and Team Lead, 2008-2015

Oversee the full sales support life cycle for a client portfolio of 550 annual contracts.

Coached and mentored a team of 8 on account strategy, customer value, negotiation tactics, and best practices.

Consolidated contracts and educated clients on software solutions to close new business and secure renewals.

Conducted meetings to improve relationships, expose issues, improve retention, and reduce the sales cycle.

Identified renewal risks and collaborated internally to structure licensing agreements and transactions.

Managed relationships with top IT and procurement leaders from high-profile corporate clients.

Negotiated pricing, contract terms, and service conditions to meet customer needs and maximize retention.

Early Career History

Digital Marketing Sales Consultant, Reach Local

Wholesale Mortgage Account Executive, Lehman Brothers

Inside Sales Representative, Government Contracts, Ingram Micro

Education, Certifications, & Affiliations

Graduate Certificate (Pre-Master Program), Public Relations Management, University of NY College at Buffalo

Bachelor of Science (BS), Clinical Psychology and Biology, University of NY College at Buffalo

Certifications, MOS Levels 1 & 2, Database Support, Cloud Support Level 1, Biofeedback Technician, Google Marketing

Member, International Society of Female Professionals (ISP)

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