Customer Success Manager - B2B Accounts Expert

Anthony Ward

Detroit, MI

*********@*****.***

Customer Success Manager

● Dedicated, personable Customer Relationship Manager/Account Director with 10+ years of direct business-to-business sales and customer account experience; managed up to $25+ million in revenue.

● Comfortable proactively connecting with new and existing contacts and leveraging relationships to further business goals.

● Excellent communication skills with the ability to interact effectively with all levels within an organization, from line staff to executives.

● Demonstrated commitment to professionalism and customer satisfaction.

● Strong computer skills including MS Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive), Google Workspace

(Docs, Sheets, Gmail, Drive, Meet), AdWords/Facebook Ads Manager and CRM management (Salesforce, NetSuite).

Account Management Revenue Generation Business Planning

Digital Marketing Strategy Staff Training Social Media Campaigns

Relationship Building Brand Promotion Coaching and Mentoring Professional Experience

National Credit Center, Detroit, MI 7/2021 – Present Leading provider of comprehensive data and software solutions to dealerships nationwide Customer Success Manager

Manage a portfolio of client accounts worth $18 million in annual revenue, acting as a liaison between client and company departments, facilitating requests, and exceeding client expectations.

● Meet client retention and customer contact KPIs (calls, presentations, CRM updates, and deadlines).

● Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best product offering to meet client needs.

● Assess attrition reports to identify potential account loss and execute a game plan to retain the business.

● Deliver presentations to upsell new products to customers, maintaining an active pipeline.

● Regularly review customer account activity to offer customer insights, identify suboptimal accounts and develop proactive solutions to drive additional product adoption.

● Proactively perform ongoing retention activities including monthly calls and emails; monitor usage and report any significant increases or declines to management.

● Assist customers with setting up and navigating programs or software associated with a product during the initial 90 days.

● Promote the value of the current active product(s) and upsell additional services and offerings to maximize performance of products.

● Leverage excellent relationships with clients to renegotiate contracts and negotiate rate increases.

● Meet and exceed monthly sales quotas via upselling and developing new clients.

● Act as the primary agent for account updates that flow to technical support, accounting/ billing, and/or management to ensure client service requests are met in a timely and client-oriented manner. Key Accomplishments

● Company Sales Leader in 2020

● Achieved 200%+ of 2022 sales goal.

● Developed and Executed Sales Training Program for New Hires

● Managed a portfolio of key accounts exceeding $18 million in annual revenue SEARCH OPTICS, LLC, Ferndale, MI 11/ 2012 – 3/2020 Digital marketing company specializing in fully customized, integrated solutions that emphasize ROI Director of Strategic Accounts (3/2019 – 3/2020)

Maintained and grew a book of accounts totaling over $25 million in annual revenue, ensuring customer satisfaction and increasing the company's Tier 3 automotive market share.

● Interfaced with marketing and accounting departments to ensure that campaigns were executed and billed correctly.

● Created company-wide business development strategy to increase sales in emerging markets.

● Directed seasonal marketing promos by ensuring that account managers met deliverables.

● Collaborated with automotive OEMs such as FCA, Audi, and Nissan to confirm that campaigns were compliant with OEM standards.

● Created revenue forecast for 2019 and presented it to the executive leadership team.

● Evaluated RFQ’s and worked with sales and marketing departments to develop proposals. Key Accomplishments

● Reduced customer churn by 50% per month on average by developing account management SOP used by U.S. account team.

● Increased departmental revenue 20% in a single year by developing and launching business development strategy and sales initiatives.

● Attained 100% retention rate during tenure in this role by treating the team with respect, delegating appropriately and advocating for team members.

Inside Sales Manager (11/ 2012 – 2/2019)

Managed ten account managers and sales representatives with accounts totaling $2 million in annual revenue.

● Developed processes for management and growth of accounts to increase retention and monitored progress to ensure that processes were followed.

● Created and executed U.S. sales training program for all new hires.

● Developed new business by introducing new products to prospective and existing clients.

● Visited client sites and attended conventions/summits to improve branding efforts and increase sales.

● Co-created and implemented career path along with organizational chart for the inside sales team. Key Accomplishments

● Achieved top incremental revenue gains during the calendar year while sharing successful business practices with the sales team.

● Successfully guided the sales team to increased revenue every year ranging from 2012 – 2017. Education

WALSH COLLEGE, Troy, MI

Master of Arts in Management, focus on Business, 2016

● Key Subjects: Strategic Planning, Project Management, Social Media in Business, Finance

● Cumulative GPA of 3.5

Western Michigan University, Kalamazoo, MI

Bachelor of Arts in English, Minor in Philosophy, 2008

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