AccountManager/ Customer Support/Executive and Admin Assistant

Managed a portfolio of 80–120 enterprise SaaS accounts, maintaining 95%+ net revenue retention while identifying expansion opportunities through strategic upselling and cross‑selling. Reduced customer churn by 20% by monitoring health metrics, identifying at‑risk accounts early, and implementing targeted retention strategies. Conducted Quarterly Business Reviews (QBRs) and executive-level meetings with C‑suite stakeholders to present ROI insights and renewal strategies, contributing to 85%+ contract renewal rates. Delivered tailored onboarding and enablement sessions for 100+ users, increasing platform adoption by 40% and reducing time‑to‑value by 30 days. Developed customer-specific outreach playbooks and workflow optimization strategies, improving feature utilization by 35%. Coordinated with technical, legal, and leadership teams to resolve complex escalations, achieving 95% first-contact resolution. Negotiated renewal contracts with CFOs and VPs, preserving annual recurring revenue despite budget constraints. Converted at‑risk clients into brand advocates, resulting in 3 customer case studies and 5 executive reference accounts. Key Achievement: Awarded Q4 Champion and Call of the Month (December) for exceeding retention and customer success targets.

Managed a portfolio of 80–120 enterprise SaaS accounts, maintaining 95%+ net revenue retention while identifying expansion opportunities through strategic upselling and cross‑selling. Reduced customer churn by 20% by monitoring health metrics, identifying at‑risk accounts early, and implementing targeted retention strategies. Conducted Quarterly Business Reviews (QBRs) and executive-level meetings with C‑suite stakeholders to present ROI insights and renewal strategies, contributing to 85%+ contract renewal rates. Delivered tailored onboarding and enablement sessions for 100+ users, increasing platform adoption by 40% and reducing time‑to‑value by 30 days. Developed customer-specific outreach playbooks and workflow optimization strategies, improving feature utilization by 35%. Coordinated with technical, legal, and leadership teams to resolve complex escalations, achieving 95% first-contact resolution. Negotiated renewal contracts with CFOs and VPs, preserving annual recurring revenue despite budget constraints. Converted at‑risk clients into brand advocates, resulting in 3 customer case studies and 5 executive reference accounts. Key Achievement: Awarded Q4 Champion and Call of the Month (December) for exceeding retention and customer success targets.

Managed a portfolio of 80–120 enterprise SaaS accounts, maintaining 95%+ net revenue retention while identifying expansion opportunities through strategic upselling and cross‑selling. Reduced customer churn by 20% by monitoring health metrics, identifying at‑risk accounts early, and implementing targeted retention strategies. Conducted Quarterly Business Reviews (QBRs) and executive-level meetings with C‑suite stakeholders to present ROI insights and renewal strategies, contributing to 85%+ contract renewal rates. Delivered tailored onboarding and enablement sessions for 100+ users, increasing platform adoption by 40% and reducing time‑to‑value by 30 days. Developed customer-specific outreach playbooks and workflow optimization strategies, improving feature utilization by 35%. Coordinated with technical, legal, and leadership teams to resolve complex escalations, achieving 95% first-contact resolution. Negotiated renewal contracts with CFOs and VPs, preserving annual recurring revenue despite budget constraints. Converted at‑risk clients into brand advocates, resulting in 3 customer case studies and 5 executive reference accounts. Key Achievement: Awarded Q4 Champion and Call of the Month (December) for exceeding retention and customer success targets.

Appointment Setting Managed CRM (Pipedrive) to track and organize inbound Marketing Qualified Leads (MQLs) through the sales pipeline. Conducted outbound calls to leads, effectively communicating value to convert prospects into booked consultation calls. Qualified prospects using a structured set of screening questions prior to scheduling, ensuring sales-ready leads reached the consultation stage. Sent targeted follow-up emails to prospects who had not yet booked, re-engaging cold or hesitant leads. Managed appointment confirmations and follow-ups to reduce no-shows and ensure consultation calls were properly scheduled and attended.

Managed a portfolio of 80–120 enterprise SaaS accounts, maintaining 95%+ net revenue retention while identifying expansion opportunities through strategic upselling and cross‑selling. Reduced customer churn by 20% by monitoring health metrics, identifying at‑risk accounts early, and implementing targeted retention strategies. Conducted Quarterly Business Reviews (QBRs) and executive-level meetings with C‑suite stakeholders to present ROI insights and renewal strategies, contributing to 85%+ contract renewal rates. Delivered tailored onboarding and enablement sessions for 100+ users, increasing platform adoption by 40% and reducing time‑to‑value by 30 days. Developed customer-specific outreach playbooks and workflow optimization strategies, improving feature utilization by 35%. Coordinated with technical, legal, and leadership teams to resolve complex escalations, achieving 95% first-contact resolution. Negotiated renewal contracts with CFOs and VPs, preserving annual recurring revenue despite budget constraints. Converted at‑risk clients into brand advocates, resulting in 3 customer case studies and 5 executive reference accounts. Key Achievement: Awarded Q4 Champion and Call of the Month (December) for exceeding retention and customer success targets. Generated incremental revenue through consultative discovery and targeted upselling, exceeding quarterly revenue targets by 25%. Resolved 95% of billing disputes on first contact, maintaining a 4.8/5.0 customer satisfaction score. Acted as liaison between customers and technical teams, reducing average ticket resolution time by 40%. Engaged decision-makers to understand operational challenges and recommend tailored SaaS solutions, increasing product adoption by 30%. Handled high‑volume inbound calls related to technical support, billing, and service upgrades for a major telecom account. Achieved 90%+ first‑call resolution while maintaining strong customer satisfaction metrics. Consistently exceeded monthly sales targets by 15–20% through consultative needs assessment and strategic upselling. Turned billing disputes into revenue opportunities by analyzing customer usage patterns and recommending optimized service plans. Acted as liaison between customers and internal technical teams to accelerate resolution of service issues.

Executive Assistant to Head of Partnership Served as primary liaison between the Head of Partnership and internal teams, coordinating consultation call bookings and managing day-to-day administrative operations, including compiling and organizing documentation in Google Docs. Supported 3 distinct business lines under the Head of Partnership's portfolio: a digital marketing agency (client: assisted living company), a B2B consulting business focused on agency scaling, and related partnership initiatives — adapting communication style and workflows to each. Attended client consultation calls and produced detailed meeting minutes, ensuring accurate follow-up and accountability on action items. Communicated directly with customers and prospects on behalf of the Head of Partnership, including managing LinkedIn outreach and message responses for the consulting business. Managed and maintained 3 Chrome browser profiles (each tied to a separate email account) to support multi-business operations and account segregation. Administered and maintained 3 executive LinkedIn profiles (CEO, CMO, and Head of Partnership), handling profile cleanup, optimization, and ongoing management. Designed and documented Standard Operating Procedures (SOPs) for partnership support workflows, formally approved and adopted by the Head of Partnership.