Account Manager Customer Success

Ahmad Evans

773-***-**** ************@*****.*** Chicago, IL LinkedIn

SUMMARY

Strategic Account Manager with a proven track record of driving client retention,expanding strategic relationships,and exceeding performance metrics.Experiencedinreducingchurn,managingrenewals,andstrengtheningrevenuepipelinesacrossSaaS,logistics,and education sectors.Known for delivering a 129%attainment of KPIs,influencing $4.6MM in upsells,and supporting cross-functional execution to improve onboarding and client engagement.Brings a consultative,client-first approach to relationship building,account expansion, and ongoing support.

AREAS OF EXPERTISE

Sales Skills: Sales Cycle, Cold Calling, Account Management,Client Retention, Relationship Management, Pipeline Management, Prospecting, Lead Generation, B2B, Stakeholder Management, Product Demonstration, Contract Management, Quarterly Business Reviews, Customer Success, Objection Handling, Renewal Strategy, Upselling, KPI Tracking, Churn Mitigation, Sales Forecasting, Sales Enablement, Sales Proposals Marketing Skills:Buyer Personas, Email Marketing,Content Marketing, Social Media Management, Social Selling Technical Tools:Salesforce, SalesLoft, Customer RelationshipManagement(CRM), Tableau, HRIS, Microsoft Office Suite Soft Skills:Active Listening, Time Management, OralCommunication, Written Communication, Problem Solving, Adaptability PROFESSIONAL EXPERIENCE

Account Manager,Canon Solutions America (Remote, US) 10/2022 – Present

● Manage70B2B accounts valued at$2MMthrough strategiccheck-ins, solution alignment, and engagement to drive renewal growth

● Lead client discovery and quarterly business reviews (QBRs) to uncover evolving needs, resolve friction points, and tailor solutions

● Work with product and technical teams to deliver seamless post-sale support, resolving90%of implementationand service issues

● Exceed retention KPIs by134%through pipeline management,client education, and identifying revenue growth paths

● Facilitate contract renewals and pilot programs, advising clients on terms and implementation logistics to magnify product adoption

● Track customer interactions and sales data in Salesforce, identifying patterns to refine strategy and deliver relevant support

● Customize product demonstrations to existing clients, helping stakeholders visualize additional value and deepen solution adoption

● Generate$382Kin upsell revenue by classifying cross-sellopportunities and personalizing expansion packages

● Cut churn risk by17%via Salesforce to monitor engagementsignals and launch re-engagement campaigns to accelerate buy-in

● Drive a96%renewal rate by addressing account risksearly, leading mitigation efforts, and reinforcing long-term ROI value Admissions Advisor,Colorado Technical University (Remote, US) 11/2021 – 12/2022

● Oversaw student journey from inquiry to enrollment, generating$2.5MMin tuition revenue and amplifying lead conversion by15%

● Administered new student orientation sessions to deliver insights into academic programs, university policies, and support services

● Consistently surpassed enrollment KPIs by guiding over100prospective students daily through tailoredacademic consultations

● Strengthened engagement via onboarding and support strategies that led to a98%satisfaction rate andreduced withdrawal risk

● Collaborated with financial aid and academic teams to troubleshoot obstacles, impacting more consistent enrollment retention

● Boosted student inquiries by27%through revampingmarketing strategies for educational programs to amplify enrollment lead quality

● Collected and analyzed insights in Salesforce to improve service delivery, deepen relationships, and optimize student performance

● Produced reports detailing admissions updates, enrollment activities, and risk mitigation strategies for senior stakeholders Account Manager, Werner Enterprises (Joilet, IL) 07/2018 – 07/2021

● Managed10SMB accounts and achieved a32%increasein client retention by deepening relationships with key stakeholders

● Facilitated seamless product integrations during roll-outs by liaising between Technical and Sales Teams to expedite execution timeline

● Developed tailored account proposals aligned with client business objectives, leading to revenue expansion and churn mitigation

● Applied deep knowledge of client operations to identify expansion opportunities, boosting platform adoption by26%across accounts

● Influenced$4.6MMin upsell revenue by identifyingexpansion opportunities during business reviews and day-to-day interactions

● Reduced service disruptions and client frustration by coordinating logistics operations, including Best Buy’s distribution schedules

● Led Tableau-based reviews with clients and internal teams to uncover risk signals, support renewals, and refine service delivery

● Documented client interactions, renewal timelines, and pipeline forecasts accurately in Salesforce CRM to support account planning

● Cultivated open lines of communication with customers by proactively addressing concerns, yielding a94%customer satisfaction rate CERTIFICATION

SaaS Sales Foundations, Aspireship, Scottsdale, AZ EDUCATION

Bachelor of Science in Applied Communication Studies,Southern IllinoisUniversity Edwardsville, Edwardsville, IL

Contact this candidate