LAURA DEASE

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

Orlando, FL 32714 adrzqm@r.postjobfree.com 407-***-****

Experienced Customer Success Manager with a demonstrated history of working in the software industry both on-prem and SaaS products. Skilled in Sales (inside sales), Customer Relationship Management (CRM), Team Building, Professional Services, and Management. My focus is nurturing clients while building highly effective relationships to ensure continuous growth and client retention. Proven ability to effectively build trusted relationships with all customers regardless of industry and revenue size. Strong leadership skills in strategic planning, critical thinking, managing staff, and coaching others. Exceptional organizational and planning skills resulting in the effective management of assignments in both a timely and cost-efficient manner. Obtained a Bachelor of Science (B.S.) degree focusing on Accounting, Finance, Marketing, and Business Law.

Salesforce.com Problem Solving Remote Working

Cross-Selling Up selling Account Renewals Account Management

Gainsight Empathy SaaS Product Knowledge

Power BI Critical Thinking Tenacity

Data Analytics Evaluation Trends Customer Success Revenue Retention

Enthusiastic Enterprise Accounts Small Accounts

Relationship Building Management Customer Relation Management (CRM) Compliance

Onboarding Management Consulting Experience Renewable Energy

Innovative Flexibility B2B Experience

Entrepreneur Customer Success Retention

Succession Planning Organization Skills Customer Retention

Attentive Listening Strategic Thinking Leadership

Teambuilding Empowerment Agility Vision Planning

Workday Concur ACL

Customer Training Customer Onboarding Client Demos

Google Suite Confidence Resilience

Time Management Complaint Resolution C-Level Relationships PROFESSIONAL HISTORY

Mandiant (telecommuted from Orlando) 2021 – 2022

Since 2004, Mandiant has been a trusted partner to security-conscious organizations. Effective security is based on the right combination of expertise, intelligence, and adaptive technology. The Mandiant Advantage SaaS platform scales decades of frontline experience and industry- leading threat intelligence to deliver a range of dynamic cyber defense solutions. Mandiant’s approach helps organizations develop more effective and efficient cyber security programs and instills confidence in their readiness to defend against and respond to cyber threats. Reason for leaving: Organizational Changes.

Senior Customer Success Account Manager

Work significantly with commercial organizations across diverse industries.

Working knowledge of tools, processes, and procedures related to Cyber Threat Intelligence, Security Operations, Network Security, and Extended Detection and Response.

Build relationships with customers as well as internal and external business partners, working cross-functionally to drive customer outcomes.

Present personalized demos to new customers as part of their onboarding process.

Observe customer usage through Power BI and Gainsight to reach out proactively to assist customers find value in the products they had purchased through demos and discussions.

Leverage and extend existing data and metrics to inform engagement and demonstrate outcomes.

Assist customers in reaching their business goals and maximize the value they are getting from Mandiant solution products.

Assuring through regular calls with clients that they are finding the product useful and can navigate through the products they purchased.

Work independently as well as part of a team, in leadership and individual contributor roles.

Serve as the customer’s trusted advisor, providing portfolio and subject matter expertise to drive adoption aligned with customer objectives.

Client Training

Client Demos

Lead all phases of customer journey post-acquisition from onboarding through renewal.

Develop partnership with key executives, management, and operators within customer to effectively deliver upon customer success mission.

Oversee customer support activities, serving in critical issue management role when necessary. LAURA DEASE

407-***-**** adrzqm@r.postjobfree.com

Work closely with sales while collaborating with additional internal Mandiant business partners to deliver customer outcomes, manage risk, and position cross-sell opportunities.

Serve as the voice of the customer, collecting feedback to drive improvement within the Mandiant Solutions portfolio.

Monitor adoption and utilization trends to inform customer engagement and guidance efforts. Conga (Apttus), Broomfield, Colorado (telecommuted from Orlando) 2020 - 2021 Conga crushes complexity within an increasingly complex world. With their revenue lifecycle management solution, they transform their customer’s unique complexities for order configuration, execution, fulfillment, and contract renewal processes with a single critical insights data model that adapts to ever-changing business requirements and aligns the understanding and efforts of every team. Manage, transform, and scale throughout the revenue lifecycle with the most complete solution available. Reason for leaving: Organizational Changes.

Enterprise Renewals Manager of Conga/Apttus: a Complete Revenue Operation Solution

Managed client renewals to maximize retention, identify expansion opportunities, and driving a high degree of customer satisfaction.

Drove and lead the renewals process in collaboration with the account team to preserve and enhance customer contracts and relationships.

Negotiate and execute renewal contracts (in partnership with legal) that align to customer goals.

Actively engaged with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments.

Maintained and reported an accurate rolling 120-day forecast of renewals in assigned territory/portfolio.

Negotiated and executed renewal contracts (in partnership with legal) that align with customer goals.

Discovered and identified upsell/cross-sell opportunities upon contract renewal to maximize customer growth.

Developed a playbook for renewal engagement maximizing revenue retention.

Responsible for renewing +90% of customers each month.

Quarterly book of business averaged 2 million-plus in revenue and averaged 16 accounts.

Responsible for meeting weekly goals and established metrics. WOLTERS KLUWER N.V., Netherlands (telecommuted from Orlando) 2011 - 2019 Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. TeamMate: a SaaS Audit Software Technology Solution Product owned by Wolters Kluwer.

Reason for Leaving: Company-Product Lay Off in March 2019. Customer (Client) Success Account Manager and Renewals Supervisor

Created the Customer Success Department.

Interviewed hired coached managed the customer success department.

Promoted customer loyalty.

Created and developed a remote (telecommuter) customer relations department that maintained NPS promoter scores for over 9 years.

Developed and led international team of customer relation representatives that maintain a 95% license renewal retention rates for 9 years that increased revenues from $25M to over $70M.

Resolved over 200 disgruntled customers conditions annually, while maintaining 100% customer retention.

Developed strong customer relationships bridging the gap between the sales and the support team.

Managed the life cycle of over 1,000 portfolios across the U.S. (including Hawaii and Alaska) and Latin America.

Increased retention of the 55 million dollar renewal base from 93% to 97% over a 3 year period.

Consulted with customers and internal departments to solve product issues.

Built trusted and transparent relationships with clients.

Managed all strategic accounts.

Resolved all escalated issues.

Drove adoption and identifying/remediating risk with the goal to drive renewal, cross-sell and upsell.

Customer advocate.

Led and directed the work activities and full management accountability for the performance and development of subordinate staff in accordance with corporate strategic direction.

Owned and managed customers with the objective of ensuring high customer, product, and revenue retention.

Utilized SAP for contractual and invoicing issues.

Implemented methods and processes to reduce client churn decreasing contract termination.

Oversaw implementations for new clients and ensured training needs were met.

Encouraged customers to upgrade to new product releases and encouraged customers to purchase additional products and services.

Coached others in the use of metrics-based decision making. LAURA DEASE

407-***-**** adrzqm@r.postjobfree.com

Assisted subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution.

Increased inside sales revenue by $400,000 annually through outreach calls cross-selling products.

Promoted overall client satisfaction, product adoption, retention, and renewals.

Exceeded annual goals of client renewal rates.

Analyzed client data to improve client experience.

Worked with support, marketing, sales, development, and senior management on a regular basis to improve TeamMate’s products and services.

Created and administered Salesforce.com objects for the client success team.

Implemented new systems, processes and procedures that improved the customer experience resulting in increased retention revenue and profitable growth of over $1M within a year.

Identified red flags signaling the possibility of contract terminations.

Obtained Net Promoter Scores (NPS) from clients and nurtured accounts rating a 6 or below.

Consulted with clients and their management on the best way to optimize the software for its value customizing for their specific needs.

Generated reports and presented client analytics to senior management.

Coordinated and conducted kickoff meetings after the client purchased TeamMate.

Assured on-boarding was successful.

Conducted video conferencing with clients and internal staff to resolve client issues.

Evaluated and forecasted customer needs using extracted analytics from several data sources.

New customer onboarding.

Actively managed staffing levels, headcount and productivity to optimize service delivery.

Anticipated industry changes and offered innovative solutions.

Ensured customer satisfaction, quality and financial results were met.

Traveled to client locations when necessary.

AMERICAN AUTOMOBILE ASSOCIATION (AAA) Heathrow, FL 1991-2011 American Automobile Association is a federation of motor clubs throughout North America. AAA is a privately held not-for-profit national member association and service organization with over 60 million members in the United States and Canada. AAA provides reliable roadside service 24/7.

Reason for leaving: Contacted directly by TeamMate to create their Customer Success department. Left AAA for a Professional Growth Opportunity.

Auditor III Operational/Compliance Auditor Specializing in Fraud Detection and Deterrence

Uncovered accounts receivable fraud following the 9/11 terrorist attacks and criminally prosecuted.

Discovered and prosecuted child pornography on two associate’s company computers exposing pornography on personal computers as well.

Effectively managed and completed over 30 audit projects yearly covering all business units within AAA.

Audited processes, risks, and compliance ensuring complete compliance with all applicable laws, regulations, and internal policies.

Investigated and coordinated efforts with the FBI to arrest individuals across the nation responsible for AAA National Office check fraud schemes.

Assisted in developing the Ethics Manual for the association’s mandatory ethics class increasing awareness of each associate’s accountability regarding ethics increasing the reporting of unethical and fraudulent issues throughout AAA.

Facilitated ethics classes and presented material to all national office associates regardless of their level of management.

Created a list of red flags to investigate.

Analyzed AAA’s financial data and presented analysis and trends to upper management.

Audited AAA’s financial reports and presented findings to senior management.

Was instrumental in the Y2K project.

Audited department’s Y2K contingency plans assuring disruption would be at a minimum or eliminated altogether.

Trained and coached new staff auditors and assisted and guided seasoned staff auditors.

Evaluated the adequacy and effectiveness of controls in all of the organization’s departments.

Reported audit findings and made recommendations for correcting unsatisfactory conditions, improving operations, and reducing cost.

Obtained Certified Fraud Examiner certification.

Maintained the Certified Fraud Examiners certification.

Determined compliance with management instructions, operating procedures, policy statements, Association goals and objectives, and high standards of business practice.

Conducted audits and reviews of assigned organizational and functional activities in accordance with approved audit procedures.

Served as the Auditor-in-Charge for all audits.

Conducted all of AAA’s investigations of thefts and frauds and worked with law enforcement and State Attorney’s Office for all investigations.

LAURA DEASE

407-***-**** adrzqm@r.postjobfree.com

Directed the activities of all other auditors.

Reported directly to the Director of Audit as well as solid lines to both the President of AAA and the AAA Audit Committee.

Entered the Audit department at the highest working level of the auditor series AAA has to offer.

Acted as Director in the Audit Director’s absence.

Acted as Interim Director.

Continually Progressed to more Challenging Positions while at AAA Project Specialist I - Reason for leaving: Professional Growth Opportunity within AAA. Financial Specialist I - Reason for leaving: Professional Growth Opportunity within AAA. Accountant I - Reason for leaving: Professional Growth Opportunity within AAA. Accounting Technician - Fixed Assets - Reason for leaving: Professional Growth Opportunity within AAA. Accounts Payable Clerk - Reason for leaving: Professional Growth Opportunity within AAA. Accounting Clerk II - Reason for leaving: Professional Growth Opportunity within AAA. EDUCATION

Bachelor of Science Degree (BS) 1991

Samford University, Birmingham, AL and Central Florida University, Orlando, FL Completed requirements for Bachelor of Science degree in Business Administration from Samford University attending the University of Central, FL for the final semester

Accounting, Finance, Marketing, Business Law

EXPERIENCE, SKILLS, AND COMPETENCIES

20+ years of Sales / Customer Success / Account Management experience working at Enterprise SaaS organizations

Background delivering client-focused outcomes

Excellent communication skills across various formats and mediums

Excellent organization skills, including issue tracking, triaging, and crisis management

Experience managing customer accounts using strategic skill sets

Solid understanding of Enterprise SaaS applications and collaboration technology

Experience engaging with operational through executive audiences

Strong presentation and facilitation skills

Strong program management ability

Comfortable in a self-directed and team environment

Consistent track record of achieving personal and team goals

Excellent phone presence and interpersonal skills

History of thriving in a rapidly changing environment

Ability to grow business in a strategic manner, i.e. creating new processes and initiatives

Create new processes and initiatives

Excellent verbal, written, and math skills

Proven follow-up skills

Proficient with JD Edwards (a financial solution)

Results oriented

Excellent time management skills

Team Player

Experience with Salesforce.com, CPQ, and CLM tools

Experience with Power BI

Ability to create strategies to engage customers

Experience with Customer Relationship Management systems

Experience with Customer Success platforms

Experience with Customer Success methodologies and the customer journey

Available to travel up to 50%.

Negotiate and execute renewal contracts (in partnership with legal) that align to customer goals

Articulate and professional

Ability to create valid business reasons to engage customers

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