Customer Success Account Management

Angella Hallgren

Customer Success Account Management

Aus4n, TX • ***************@*****.*** • 512-***-**** • linkedin.com/in/angellahallgren Overview

Customer-obsessed professional with a proven track record of leveraging entrepreneurial insight and data-driven strategies to enhance customer experience, drive adop;on, and achieve revenue growth. Skilled in building long-term rela;onships with Fortune 500 clients, leading interna;onal expansions, and using customer data to increase compliance metrics. Demonstrated success in expanding exis;ng accounts through adop;on, cross-selling, and upselling, with a focus on early- stage/startup environments and SaaS.

Core Competencies

• Global Account Management

• Sales Achievement and Market Expansion

• Training and Development

• Cross-Func;onal Collabora;on

• Data-Driven Decision-Making

• Customer Feedback Integra;on

• Interna;onal Experience

• Customer Lifecycle

Experience

Subs%tute Teacher K-12, Aus;n Independent School District, Aus;n, TX, January 2022-Present

• Deliver instruc;on across various subjects and grade levels, tailoring lesson plans and educa;onal materials to meet diverse student needs and learning styles.

Enterprise Customer Success Manager (Remote), Overhaul (SaaS Supply Chain & Logis;cs), Aus;n, TX, August 2021- August 2022 (Laid off)

• Managed global Fortune 500 accounts (Dell, UPS, DHL, Fusion WW), genera;ng $4M ARR, while adap;ng strategies to meet shi]ing objec;ves during EMEA/APAC expansion.

• Drove compliance metrics by 40% for Dell’s strategic partners by leveraging Salesforce and advanced analy;cs, enhancing both origin and in-transit carrier compliance.

• Increased customer engagement by 30% through strategic presenta;ons, QBRs, and data-driven dashboards tailored for C- level execu;ves and key stakeholders.

• Collaborated closely with C-level and VP-level execu;ves to drive customer success, product adop;on, and facilitate cross- func;onal collabora;on across sales, integra;on, fulfillment, product development, and opera;ons teams.

• Nego;ated and managed contracts, including terms, pricing, SLAs, and SOWs.

• Led product demonstra;ons and training programs, developed workflows for customer onboarding, and proac;vely resolved IoT sensor issues.

• Led a major project managing the global expansion for Overhaul, overseeing the execu;on of strategies across EMEA and APAC regions.

Customer Success Manager, Key (SaaS Opera;on Solu;ons), Aus;n, TX, December 2019- March 2020 (Laid off due to Covid)

• Owned the en;re renewal process, achieved a 99% reten;on rate and improving customer engagement strategies to enhance sa;sfac;on and reduce churn.

• Streamlined Salesforce opera;ons, achieving annual cost savings of $20K, while op;mizing CRM and sales pipelines.

• Developed and presented QBRs using Salesforce and Looker, devising account strategies that increased customer engagement and exceeded KPIs by 45%, including onboarding, NPS, and revenue reten;on.

• Contributed to product enhancements by gathering and analyzing customer feedback, addressing needs to drive improvements and add value.

Interna%onal Experience and Personal Development, Various Loca;ons Worldwide Intermikent 2018-2019, 2021-2024

• Developed advanced adaptability and intercultural communica;on skills by immersing in 44 countries, including a significant period living in Austria.

• Ac;vely engaged in industry-related workshops, seminars, and self-directed learning through online courses to stay current with relevant skills and trends.

Territory Manager, Reynolds American (Fast-Moving Consumer Goods (FMCG)), Duluth, MN, July 2009- July 2012

• Surpassed sales quotas, achieving annual targets and driving a 15% increase in market share, a 13% expansion in contracted presence, and a 35% increase in product availability.

• Oversaw a pornolio of 125 retail accounts, leveraging exper;se in inventory management, retail merchandising, reset execu;on, and contract renewals to drive account performance and customer sa;sfac;on.

• Led successful new product launch campaigns, implemen;ng point-of-purchase promo;ons and consumer engagement strategies, resul;ng in a 20% increase in product visibility.

• U;lized Hyperion for data-driven decision-making, analyzing market performance, iden;fying growth opportuni;es, and enhancing profitability for contracted outlets.

• Developed and executed sales strategies that resulted in a 25% reduc;on in stockouts. Customer Success Manager, HomeAway (VRBO) (Vaca;on Rental Marketplace), Aus;n, TX March 2007- March 2009

• Owned the en;re customer lifecycle, from onboarding to adop;on, achieving a 35% increase in u;liza;on.

• Showcased HomeAway at trade shows, enhancing brand visibility by 30%.

• Consistently exceeded KPI metrics, achieving 99% of strategic targets.

• Delivered virtual demonstra;ons and training sessions, leading to a 15% increase in adop;on rates and a 35% improvement in user engagement.

• Collaborated cross-func;onally with sales, marke;ng, and product teams to align customer needs with company goals, which contributed to a 99% customer reten;on rate.

• Achieved a 200% salary increase during the tenure, reflec;ng outstanding performance and contribu;ons to the company's growth and customer success ini;a;ves.

Addi4onal Experience

Consultant for Short-Term Rentals (AirBnb, VRBO), Self-Employed, Aus;n, TX, March 2014-Present

• Increased occupancy rates by 15% and rental revenue by 25% through data-driven pricing, targeted marke;ng strategies, and adap;ng to market fluctua;ons.

• Enhanced guest sa;sfac;on and increased repeat bookings by tailoring experience enhancements, streamlining communica;on processes, and improving property visibility. Educa4on

University of Minnesota-Duluth BA in Sociology, minor in Psychology, 2013-2018 Tech Stack

• CRM & Customer Success Tools: Salesforce, Gainsight, Zendesk, Jira

• Project Management & Collabora;on: Asana, Slack, Microso] Teams, Zoom, Google Suite, DocuSign, AirTable

• Data Visualiza;on & Analy;cs: Mode, Looker, Excel

• Learning Management Systems (LMS): Canvas, D2L, Moodle, Blackboard

• Content Crea;on: Canva, Prezi

• Enterprise Solu;ons & So]ware: Hyperion, AI, API Integra;on, B2B/B2C So]ware, Supply Chain So]ware

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