Summary
Overview
Work History
Education
Skills
References
Timeline
BusinessAnalyst
Aine Winklebleck

Aine Winklebleck

Sr Customer Success & Account Manager
Hollister,CA

Summary

Resourceful Customer Success Manager known for productively and efficiently completing tasks. Specialize in relationship building, customer retention strategies, and problem-solving techniques. Excel in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.

Overview

18
18
years of professional experience

Work History

Customer Success Manager / Sr. Account Manager

Tiny, Inc
Palo Alto
10.2018 - Current
  • Enterprise-level SaaS account management of a portfolio of 200+ accounts, averaging 1/4 of total business ARR.
  • Oversaw the creation and implementation of Customer Success strategies within Tiny.
  • Oversaw the Customer Success team direction, trained, and evaluated all members of the Customer Success team.
  • Acted as a team mentor and lead.
  • Experience working at all levels, from SMB to enterprise levels.
  • Provided a performance evaluation to the VP of Customer Success, and recommendations for improvement.
  • Met with customers to discuss best practices and drive outcomes.
  • Conducted regular check-ins with clients to ensure their needs were met.
  • Established and monitored key performance indicators (KPIs) for customer success.
  • Oversaw sales forecasting, goal setting, and performance reporting for all accounts, generating a high client retention rate.
  • Consistently conducted business reviews and client check-ins quarterly to generate upsell and expansion opportunities within the business.
  • Created solutions-driven processes to increase net retention and growth.
  • I became a trusted advisor for all questions related to the account and the usage of the platform.
  • Created and implemented proven workflows for the CSM team to keep in touch with clients, allowing for monthly reporting on customer activity, business trends, and areas of concern.
  • Interfaced with cross-functional teams to manage all aspects of the client's experience.
  • Negotiated prices, terms of sale, and service agreements.
  • Proven track record of retention success, renewing 93-115% of the book of business in a regular year.
  • Quota-carrying position with 107% - 115% of the previous year's ARR total goal, which was consistently reached through upsell, cross-sell opportunities, and renewal retention.
  • Identified clients who are a possible churn risk, and developed plans for retention.
  • Used Salesforce and NetSuite to create opportunities, quotes, sales orders, and submit renewals.

Customer Success Manager

ON24
San Francisco
10.2016 - 10.2018
  • Enterprise level SaaS management of a portfolio of 56 accounts averaging 3.5M in business
  • High client retention rate
  • Consistently conducted business reviews with clients
  • Created and implemented workshops to increase utilization through product awareness
  • Became trusted advisor for all questions related to the account and usage of the platform
  • Maintained a central database of key contacts, risk ratings, financial impact and key issues
  • Analyzed and reported on monthly customer activity, business trends and areas of concern
  • Created solutions driven suggestions to increase upsell opportunities and customer stickiness
  • Interfaced with cross functional teams to manage all aspect of the clients experience

Sr. Customer Success Manager, Manager. Client implementation

MBlox (Sinch)
Campbell
02.2007 - 07.2016
  • Managed a portfolio of 37 accounts totaling $300,000 in sales
  • Handled the highest volume account in the western territory, generating more than $105,000 in revenue in 3 months
  • Met with an average of 26 clients per week consistently over the phone or in person, resulting in a 85% client retention rate
  • Developed and implemented creative, cost effective programs which increased client retention rates by 30% compared to the prior year
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts
  • Contacted 100% of new and existing customers per quarter to discuss new products, review services, explain product features and solicit orders
  • Monitored market activity and quoted pricing to maintain healthy profit margins
  • Negotiated prices, terms of sale and service agreements
  • Organized joint sales calls with current customers and outside vendors
  • Trained peers and management team on internal system supports and implementation Plans
  • Maintained a central database of key contacts, risk ratings, financial impact and key issues
  • Built client relationships by acting as the liaison between the customer service and sales Teams
  • Analyzed and reported on quarterly customer activity, business trends, and areas of concern
  • Created proposals for new and repeat customer business transactions
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support

Education

Bachelors of Science - Management

University of Phoenix
Phoenix, AZ

Skills

  • Global account management
  • Powerful negotiator
  • Cloud Services and SaaS Management
  • Sales forecasting
  • Detail-oriented data analysis
  • Organized, self-starter
  • Business development advocate
  • Trend Analysis
  • Team management
  • Excels as a trusted advisor
  • Customer relationship building
  • Key accounts development
  • Account updates
  • Account management
  • Inter-department collaboration
  • Report analysis
  • Schedule management
  • Customer advocacy
  • Research and due diligence
  • Strategic communications
  • Customer retention
  • Customer account management
  • Negotiation
  • Revenue growth
  • Stakeholder management
  • Pipeline development
  • Customer onboarding
  • Client service optimization

References

Provided upon request

Timeline

Customer Success Manager / Sr. Account Manager

Tiny, Inc
10.2018 - Current

Customer Success Manager

ON24
10.2016 - 10.2018

Sr. Customer Success Manager, Manager. Client implementation

MBlox (Sinch)
02.2007 - 07.2016

Bachelors of Science - Management

University of Phoenix

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Aine WinklebleckSr Customer Success & Account Manager