Client Success Revenue Growth

Farrah Bourgois

Colorado Springs, CO 719-***-**** ***********@*****.*** LinkedIn

Career Achievement Summary

A performance-oriented manager with a strong background in building and leading high- functioning teams for large-scale virtual and hybrid events. Expertise in optimizing project workflows, achieving significant revenue growth, and elevating customer satisfaction through collaboration with cross-functional teams. Consistently recognized for successfully managing complex programs and exceeding client expectations while fostering lasting partnerships. Key Skills

Executive Team Leadership Employee Training & Development Client Success & Retention Strategic Account Management Cross-Functional Collaboration Process Development & Optimization Revenue Growth Strategies Partner Development & Negotiation Salesforce Inspire Planner Jira SurveyMonkey Professional Experience: An accomplished leader with a demonstrated history of scaling revenue from $80K to $1M+ per quarter by leveraging strategic partnerships, refining operational processes, and delivering exceptional client management. Skilled in leading diverse teams and executing large-scale virtual and hybrid events. Recognized for offering technical expertise to global accounts and serving as a trusted advisor to high-profile clients, driving innovation, product engagement, and sustained business growth in a competitive landscape. Manager, Project Management & Client Experience Zoom – Sept 2020 – Dec 2024

• Built, developed, and managed a global team of project managers and partner personnel in executing virtual and hybrid events, achieving seamless planning, live event moderation, and technical support.

• Led the development and mentorship of team members, emphasizing customer-centric approaches and proactive client relationship management to ensure sustained account growth and client retention.

• Developed client onboarding and training programs to ensure seamless adoption of new products and services, driving client success and product utilization.

• Collaborated with sales, product, and customer support teams to align event execution with client objectives and deliver top-tier client outcomes.

• Acted as a key point of escalation for high-profile clients, managing issues, implementing improvement plans, and conducting business reviews to maintain long-term partnerships.

• Created and executed strategic plans to improve client satisfaction and account growth, driving improved customer satisfaction metrics (CSAT) through proactive support and upsell opportunities.

• Maintained detailed account records and reported on client health metrics, enabling proactive recommendations to enhance service delivery and meet evolving client needs. Program Manager PGi – June 2016 – Sept 2020

• Collaborated with global sales and marketing teams on strategies to increase event revenue in the Enterprise Market, using data analysis to identify future opportunities.

• Partnered with operations and product teams to ensure clients were informed of new product features, driving alignment with customer needs.

• Acted as the main point of contact for high-profile clients, conducting quarterly health checks, proactively addressing client needs, and implementing improvement strategies to drive mutual growth and satisfaction.

• Provided ongoing client training to accelerate product adoption and maintain steady revenue growth.

• Served as a key point of contact for assigned accounts, ensuring smooth execution of events through weekly test calls with clients and event operators. Sales Engineer Specialist PGi – April 2014 – June 2016

• Acted as a subject matter expert on all PGi applications and products, providing technical and sales support across global territories.

• Supported Sales Engineers and a diverse international client base with consultative expertise, ensuring product and service optimization.

• Facilitated cross-functional collaboration to ensure timely resolution of client issues and successful implementation of solutions, fostering long-term relationships with key stakeholders.

• Stayed up-to-date on competitive solutions and market trends to maintain a strong competitive edge.

Leadership & Volunteer Work

• Zoom DEI Volunteer – Diversity and Inclusion Initiatives

• Zoom Community Service & Awareness Team – Member

• Patriot Lacrosse Club – Head Coach, Player Management & Development

• DECA Regional & State Coach – Leadership Development

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