Client Success Manager

RICHARD BAKER

CLIENT SUCCESS MANAGEMENT

DALLAS / FORT WORTH, TX 817-***-**** *********@*****.***

SUMMARY

Results-oriented Client Success Manager with over 15 years of experience driving revenue growth through targeted marketing campaigns, strategic negotiations, and data-driven insights. Proven track record in acquiring new clients, generating $3M in new sales revenue, and increasing profit margins by 15%. Exceptional skills in account management, sales presentations, and identifying opportunities for growth, with a strong commitment to delivering exceptional customer service and exceeding sales targets. Proven ability to grow and maintain accounts through cultivating excellent relationships with new prospects and existing accounts. Compelling trainer, mentor, and coach, with excellent verbal and written communication skills.

Core Competencies include:

Software as a Service (SaaS) Analytical and Problem-Solving Skills Onboarding/Implementation

Client Relationship Building Market Trend Monitoring Training and Development

Program Growth and Development Quarterly/Monthly Business Reviews Revenue Growth

Contract Negotiation Cross-Functional/Upsell Team Leadership Client Success Plans

New Business Development Executive/C Level Sales Presentations Customer Retention/Renewal

Technical Skills: Microsoft Office Suite, Word, Excel, PowerPoint, Outlook, SFDC, Looker, OneSite, Salesforce. ExpenseSmart

PROFESSIONAL EXPERIENCE

Sr. Client Success Manager – Utilities September 2023 - Present

ZEGO a Global Payments Company Remote

Bolstered communication with clients to understand their specific needs, resulting in $1.3M in annual incremental revenue

Exceeded revenue targets by an average of 18%

Worked closely with existing clients to uncover potential areas of service expansion, and presented findings and recommendations to the executive team

Attended industry conferences, performed telemarketing, and engaged in outbound email prospecting to increase lead generation efforts by 11% year over year

Prepared for client meetings by anticipating questions and bottlenecks, resulting in a close rate 5% above average

Beat quarterly performance by an average of 21%, resulting in total annual revenue for the company of $73,000

Increased the ROI of client accounts by an average of 13% by increasing up-sell opportunities

Brought back 5 customers who had left for a competitor by maintaining relationships with previously lost accounts

Strategic Account Manager February 2020 – August 2022

RealPage Utility Management Richardson, TX

Managed a portfolio of 60+ accounts, ensuring timely payments and customer satisfaction, resulting in a 95% retention rate

Utilized CRM software to track customer interactions and identify upsell opportunities, resulting in a 10% increase in revenue from existing clients

Collaborated with Internal teams to develop and implement a new Sales Strategy, resulting in a 15% increase in sales revenue over a 3 month period

Excelled in customer-facing role as POC to the client for Utility Management - Water/Sewer, Gas, and Electric.

Tier 1 / SLA Management – Maintained JIRA Ticket Issues with timely response.

Negotiated a contract with a key client, resulting in a 15% increase in revenue and a long term relationship

Creates and presents Monthly Performance Analysis and Yearly Business Reviews and metrics with client.

Identifies opportunities for clients to increase recovery, income, or other value-added service adoption.

Reinforces the value RealPage Utility Management contributes to the client organization through performance reporting and customer service.

Sr. Team Lead, USA Client Success, Account Manager III October 2014 - February 2020

Kigo, Inc., a RealPage Company Richardson, TX

Performed as Account Management Team Lead for US Regional Managers and POC for client specific issues and escalations.

Directed a motivated team of Account Managers, delivering world class account management for each client.

Responsible for hiring, training, mentoring, and coaching of staff.

Drove employee engagement and a high-performance culture, ensuring effective performance management, coaching, and team development.

Cultivated an environment for individual growth and excellence through accountability, encouragement, and empowerment.

Developed and maintained strong, long-lasting relationships within assigned accounts.

Ensured timely and successful delivery of solutions aligned with customer needs and objectives.

Managed performance metrics, developing and enforcing weekly/monthly/quarterly reporting to clearly communicate progress to internal and external stakeholders.

Oversee functionally across Operations, Sales, Engineering, Billing, Support, Business Development, Implementations, Upper-Level Management, and RealPage groups to develop best practices and establish SOPs.

Drafted policies for the team and prepared procedures to implement organizations policies.

Provided staff training; monitored performance; provided ongoing coaching; and conducted performance reviews.

Owned responsibility for Revenue and Retention, with over $1 MM in upsells (2018) and Retention at an all-time high.

Anticipated and responded to internal and external clients’ needs to meet or exceed expectations.

Made decisions by assessing situations to determine importance, urgency, and risks in the best interests of the organization.

Established priorities and developed a work schedule, monitoring activities and progress towards goals.

Implemented and monitored Salesforce usage by utilizing reporting and dashboard capabilities.

Achieved an all-time high in client Retention (#1 ranked) and had over one million Upsells (2018). promoted strong employee engagement and a high-performance culture through cultivation of an environment for positive attitudes, individual growth, and excellence through accountability, encouragement, and empowerment.

Account Manager October 2011 - March 2014

Office Depot Dallas / Fort Worth, TX

Fort Worth Key account management sales for strategic Federal Government customers.

Drove sales growth of managed print services, office products, technology, and CBS within assigned account base.

Built business and customer relationships by proactively cultivating awareness and presence with Federal Government Office Depot customers.

Familiarized prospective customers with Office Depot's expertise meeting specific needs of the Public Sector segment.

Route Manager November 2009 - May 2011

Waste Management Dallas / Fort Worth, TX

Supervised drivers, including managing productivity, regulatory compliance, hiring, performance reviews, compensation issues, scheduling, and complaints.

Liaised between Waste Management and all Municipalities.

Organized and scheduled necessary resources to accomplish activities.

Coordinated daily operational needs with Maintenance team.

Audited documentation related to route operations daily, including driver time and attendance and open tickets.

Managed end-of-day check-in process, capturing and communicating key service, safety, and equipment issues.

Plans, distributes, monitors, and follows-up on daily route assignments to ensure customers are serviced per company standards and service level agreements.

Visits customers and customer sites to evaluate and resolve safety issues, seeking service alternatives where appropriate.

Communicates and follows-up on sales opportunities, scheduled deliveries, and problems at customer site, Driver Vehicle Inspection Report (DVIR).

Business Communications Manager June 2004 - November 2009

Redeeming Love Worship Center Dallas / Fort Worth, TX

Managed day-to-day operations, financial planning, budgeting, and payroll for non-profit religious organization.

Provided direct supervision of bookstore sales and personnel.

Coordinated fundraising, project planning, and community relations.

Sales Manager November 2001 - June 2004

Saturn Dallas / Fort Worth, TX

Promoted to plan, organize, and coordinate new car sales for local branch of three dealership organization.

Communicated objectives, developed procedures, presented sales quotes, hired, trained, and supervised sales team.

Responsible for ten sales associates and annual sales averaging $65M.

Implemented and managed Genuity Network Infrastructure.

EDUCATION AND CERTIFICATION

Courses Completed in Business and Corporate Communications

Dallas Baptist University, Dallas, TX

Additional Experience

ATM Product Marketing Manager, Genuity (Network Infrastructure), Irving, TX Mar 1998 – Nov 2001

Account Manager, Verizon, Lewisville, TX Feb 1999 – Nov 2001

Product Marketing Manager, GTE Communications, Lewisville, TX Feb 1998 – Feb 1999

Sales & Marketing Consultant, CoServ Telecommunications, Lewisville, TX Mar 1997 – Feb 1998

Software Marketing Account Manager, IBM, Phoenix, AZ and Dallas, TX Apr 1988 – Mar 1997

Licenses & Certifications

Lead to Exceed, Real Page Management Training 2019

Honors

One Million Upsells, Kigo 2019

Development Rep Dallas/Fort Worth Area, Office Depot 2014

Development Rep Territory, Office Depot 2013

Awards Territory, Office Depot 2012

ABBREVIATED ACHIEVEMENTS

Southern Plains Region Top Client Manager of the Year 2012 - Revenue 110%, Margin Dollars 106%, Margin Percent 100%

Southern Plains Region Top Client Manager of 1st - 3rd Quarters 2012 - Revenue 125%-182%, Margin Dollars 130%-200%, Margin Percent 100%-112%

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