Renewals & Retention Objection Handling CRM’s (Salesforce, Pipe Drive)

Implementation/Onboarding Organization & Re-prioritization MS Word/Google Docs

Strategic Thinking

Cross-Functional Coordination

Strong Rapport & Excellent Communication

Natural Story-teller & Influencer

Peer Coaching & Development

New Hire Orientations & Trainings

MS Excel/Google Sheets

Gainsight/HubSpot

Problem Solving & Teamwork

CHERRI SMITH-JONES

P R O F E S S I O N A L S U M M A R Y

CUSTOMER SUCCESS PROFESSIONAL

High energy and committed Customer Success Professional, with 5+ years’ experience in implementing and onboarding new clients, training of clients to ensure effective adoption and customer retention. Strong interpersonal and communication skills with key internal/external stakeholders across all levels of an organization. Experience cultivating successful long term client relationships. Looking for customer success role where I can leverage my skills to add impact and enhance business revenue and growth. S K I L L S

470-***-**** adz3hm@r.postjobfree.com Atlanta Area, GA Cherri's LinkedIn Profile RevenueBase– Remote (Start-up)

Lead Customer Success Manager (Reduction in Force) 01/2023 – 07/2023 Core job functions:

Responsible for spearheading the onboarding process for new national clients in close collaboration with DevOps, Marketing, Product Managers and Sales Engineers. Developed comprehensive understanding of client priorities to create clear and measurable success plans. Conducted ongoing touchpoints with key stakeholders to create and implement the onboarding process. Delivered exceptional service and cultivate strong client relationships.

• Spearheaded the creation and implementation of a comprehensive, end-to-end Implementation process and customer journey, ensuring seamless onboarding experiences

• Worked in tandem with product development and the Development team to architect and build tailor-made, custom databases for clients, enhancing their operational efficiency and unlocking additional value

• Collaborated closely with Account Executives to secure successful renewals and drive unparalleled client satisfaction

• Took a leading role in developing a robust CSM playbook, encompassing best practices, an effective implementation process, and dynamic slide decks for engaging Kickoff calls and impactful Business Reviews

• Crafted a highly effective Success Planning Template, ensuring successful onboarding process for customers delivering outstanding outcomes

• Managed a client base of 17 accounts from Mid-Market to Enterprise. Using data driven insights to create strategic workflows and adoption of them gaining Executive buy in that resulted in hitting or exceeding my retention target. Gong– Atlanta, GA

Customer Success Manager 05/2021 – 11/2022

Core job functions:

Responsible for onboarding new clients in partnership with Professional Services and the Education team to understand the client’s top priorities and create a clear and measurable plan of success. Conduct monthly touch points with the Program Managers and quarterly touch points with Executive Sponsors, such as Business Reviews and Strategy Sessions. Manage the renewal opportunity and upsells.

• Managed a client base of $3 Million in ARR ranging from SMB to Mid-Market. Using data driven insights to create strategic workflows and adoption of them gaining Executive buy in that resulted in hitting or exceeding my retention target.

• Generated over $400k in upsell revenue between August 2021 and November 2022

• Built strong business relationships with my client’s executives that I had the third highest number of attendees at our Celebrate Roadshow 2022 because of the value and relationships I built. Lead Forensics– Atlanta, GA

Sr. Customer Success Manager 08/2019 – 05/2021

Customer Success Manager

Core job functions:

P R O F E S S I O N A L E X P E R I E N C E

Data Analytics & Python Certification (In progress) Sandler Sales Training ~ Business Supervisory Certificate ~ Business Ethics – Advance Ethical Leadership IAB Digital Marketing & Media Foundation Certification Associate of Arts, Studied towards an AA

Bermuda College

E D U C A T I O N

Responsible for the implementation and onboarding of new clients, via a discovery call, training centered around our three-phrase adoption process, Measure, Consume and Commercialize during their first year. Execute Quarterly Business Reviews with the Executive Sponsor and monthly touch points with the Program Managers. Also handling any barriers to success with the software, handling technical issues (with the help of Customer Support when needed). Handled financial disputes, managed the entire renewal process.

• Managed 110 accounts running from SMB to Mid Market accounts.

• Annulled over $20k worth of business in the month of September 2019 (a month after starting) alone by gaining the client’s trust and reversing their cancellations. Winning Player of the Quarter and a True Grit award as a result.

• Generated $47k in upsell revenue for 2020, which is 200% of the annual target set. This contributed to me winning Top Growth DNA Award as well as Best CSM for 2020.

• Maintained and exceeded my retention targets consistently, resulting in being promoted twice in less than 2 years to the most senior CSM on the team.

Key Accomplishments: As Sr. Customer Success Manager, I would lead trainings for my team that centered around how to handle objections and how to manage your renewal and upsell pipeline effectively. Implemented a renewal management system to catch risk early and be on top of renewals a quarter in advance. Mentored junior CSMs to help them cultivate their skillset to get to the next level. Rubicon– Alpharetta, GA

Account Management/Customer Retention Specialist 03/2018 – 07/2019 Core job functions:

Responsible for outbound and inbound sales of SMB waste disposal needs, customer retention and management of the SMB client accounts. Solely responsible for all the retention of the SMB accounts.

• Implemented the Customer Retention Role at Rubicon by being so customer focused it was noticed by management who asked me to take on all the retention and problem accounts.

• Promoted to Inbound AE after demonstrating my ability to build pipeline, close sales but most importantly cultivate lasting client relationships.

• Cultivated over $150k in commercial waste sales in the year I was an AE

• Converted a client into zero waste after exploring and quantifying all their waste disposal; turning their waste into compost that was used as animal feed instead of going to a landfill. Sales Concept, Inc.– Roswell, GA

National Sales & Account Manager 09/2017 – 03/2018 Core job functions:

Responsible for prospecting for qualified leads, overcoming objections and cultivating revenue generating opportunities. Manage the client’s purchased training schedule and courses beyond the sales process.

• Cultivated a $15k sales opportunity with 90k ARR over the next three years as they added our Sales Training Program to their employee’s professional development plans.

• Performed my duties well beyond the required standard, exceeding 100 calls a day and reaching more than 50% of the decision makers due to my persistence and dedication.

• Implemented a new strategy to get more call backs when send to voicemail called the “I’m Lost” voicemail. B&B Reporting Inc.– Alpharetta, GA

National Sales Representative 02/2017 – 09/2017

Core job functions:

Responsible for prospecting qualified leads, overcoming objections, demoing the software and cultivating revenue generating opportunities. Managed the account and usage of the software post sales.

• Responsible for prospecting qualified leads, overcoming objections, demoing the software and cultivating revenue generating opportunities. Managed the account and usage of the software post sales.

• Completed Sandler Sales Training Bootcamp, and became proficient in the Sandler Methodology.

• As part of managing the accounts, promoted adoption of the software to ensure continued value and retention.

• Highly focused in the Transportation industry developing a strong understand of DOT employment regulations.

• Managed a book of accounts worth $200k ARR.

470-***-**** adz3hm@r.postjobfree.com Cherri's LinkedIn Profile P R O F E S S I O N A L E X P E R I E N C E c o n t .

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