Customer Service Account Manager

ROBYN COHAN

**********@*****.*** 847-***-**** Buffalo Grove, IL 60089

Summary

High energy, detail minded, sales professional with a vast knowledge of consultative selling of software licensing solutions to enterprise level clients, customer retention and growth of strategic accounts. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Skills

Account development

Account servicing

Revenue Generation

Flexible & Adaptable

Consultative Selling

SaaS

Salesforce.com

Strategic Partnerships

Cross Functional Team Leadership

Relationship building

Experience

Director of Marketing Artis Senior Living - Wilmette, IL 09/2021 - Current

Developed and deepened professional relationships with members of the senior living community to increase referrals and build census.

Analyzed competitive environment to stay on top of changing market environments.

Oversaw marketing and communications plans for assisted living community.

Became a trusted advisor to prospective resident's families by educating them on the Artis philosophy to increase monthly move ins.

Market Manager; Field Sales Booksy - Chicago, IL 06/2021 - 09/2022

Marketed and sold the SaaS booking app, Booksy, into the beauty industry within the Northshore and Northwest suburbs of Chicago

Generated new business by reaching out to prospective clients by e-mail, telemarketing and presenting at trade shows, proselytizing Booksy to potential new providers

Met quota for sales first month in the field

Technical Software Representative IV Dell - Round Rock, TX 04/2013 - 06/2021

Managed and maintained complex both Fortune 500 and US Federal government Microsoft Enterprise agreements including advising on implementation of cloud services.

Subject matter expert on Microsoft licensing agreements which enabled clients to implement the best technologies for their individual projects.

Collaborate with different business segments within Dell to configure the best solution for a customer's IT needs

Continually exceeded quotas by consistently winning new RFPs for federal government clients

Account Manager Swift Prepaid - Buffalo Grove, IL 04/2012 - 04/2013

Boosted sales numbers with proactive account servicing and diligent relationship-building.

Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.

Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.

Sales Support Senior Analyst Dell - Round Rock, TX 11/2007 - 02/2012

Appointed to a newly created strategic role to drive customer service and satisfaction. Conceptualized a new go to market strategy for servicing Fortune 500 customers. Responsible for increased rate of software renewals.

Increased software renewal success rate in the Global and Corporate space by driving timely communications with customers and initiating research on complex licensing configurations that converted accounts to ones with a higher close rate.

Created, championed, and established a renewal process that increased sales and customer satisfaction. Achieved a 100% "touch rate" on all accounts vs. 25% across the division.

Key player in Task Force that spearheaded the recovery of over $1million in revenue.

Maximized rebate dollars provided by Microsoft and ensured timely reporting by implementing a new system that tracked client's reporting and usage.

Facilitated customer and sales rep trainings and demonstrations of the Dell Online ebusiness tool; dellonline.com

Drove software sales in ever changing territories during the integration of legacy ASAP accounts into Dell systems.

Cross functional selling into legacy Dell accounts for optimal customer experience and retention of "at risk" legacy Dell accounts. Maintained accountability for customer satisfaction and problem resolution.

Account Manager ASAP Software - Buffalo Grove, IL 06/2001 - 11/2007

Held positions of increasing responsibility in Inside Sales. Worked in conjunction with up to 5 field Account Executives to sell hardware and software solutions into large corporate accounts. Provided extensive pre-sales and post-sales support to major accounts.

ASAP Software was bought by Dell in November of 2007. In November of 2007, I became a Dell employee

Education and Training

University of Illinois At Urbana-Champaign Champaign, IL

Bachelor of Arts: Speech Communication

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