Account Manager

ARNISSIA THOMPSON

Charlotte, NC 864-***-**** *.***********@*******.*** linkedin.com/in/arnissia-thompson-a683a7130/ CUSTOMER SUCCESS MANAGER

Self-starting and passionate B2B Sales and SaaS professional with experience in facilitating account retention/renewal and revenue growth within the Telecommunications industry. Possess a proven history of promoting customer success as the voice of the customer and a sales consultant. Exceptional interpersonal abilities with proficiencies in building long-term relationships with clients and key decision-makers, engaging stakeholders, leading mutually beneficial negotiations, and expertly mitigating conflicts. Strategic and collaborative with a history of working within cross-functional teams to drive project development and exceed objectives. Adaptable and attentive with the capability to manage multiple projects with conflicting priorities. CORE COMPETENCIES

• Account Management • Data/KPI Analysis • Problem Resolution

• Client Adoption/Onboarding • Team Management • Salesforce CRM System

• Escalation Management • Product Training • Time Management PROFESSIONAL EXPERIENCE

AT&T – Charlotte, NC October 2017 – Present

Account Manager (November 2021 – Present)

Prioritize customer success and account growth within a portfolio of high-value clients by accurately assessing unique needs, aligning solutions with individual priorities, and maintaining strong lines of communication. Ensure client retention and satisfaction by tracking customer health, identifying potential risks, and partnering with cross-functional teams to efficiently resolve escalations and drive process improvements. Generated new and repeat business by renewing contracts and pursuing up-/cross-selling opportunities. Foster top-line performance for multiple teams by leading training sessions in best practices and business accounts via Salesforce.

Key Accomplishments:

• Boosted client retention (30%) by analyzing adoption data for opportunities for improvement and efficiently resolving issues.

• Successfully met sales targets during low levels of foot traffic by reconnecting with businesses and previous customers.

• Promoted seamless onboarding and adoption for stakeholders by implementing FirstNet deployment strategies.

• Independently improved customer support by completing advanced Apple and Samsung product training programs.

• Received multiple awards, positive customer feedback, and recognition from leadership for consistently delivering top-line customer service and de-escalating complex situations. Retail Sales Consultant (October 2017 – November 2021) Ensured positive customer experiences by utilizing Salesforce to track interactions, manage pipelines, and conduct regular follow- ups. Facilitated repeat business by upselling existing clients and renewing contracts. Supported peer performance by serving as an SME on Apple and Samsung products and providing hands-on mentoring, including training on best practices. Key Accomplishments:

• Repeatedly obtained 120%+ of sales targets by identifying unique customer needs and delivering tailored solutions.

• Generated a 45% increase in FirstNet sales by spearheading strategic market penetration and product adoption. Keffer Dodge Jeep Ram & Chrysler – Charlotte, NC October 2015 – October 2017 Sales Consultant

Fostered continued customer satisfaction by establishing long-term relationships and offering insight into products. Strategically closed sales deals by identifying potential customer needs and leading hard-hitting negotiations. Acquired referrals by consistently delivering white-glove customer service. EDUCATION

MBA – Project Management Expected December 2025

University of South Carolina – Aiken, SC

BA – Business Administration May 2020

Columbia College – Columbia, SC

CERTIFICATION

Product Management Course, EDX, Remote Expected August 2025 Agile Leadership Principles & Practices, EDX, Remote Expected August 2025

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