ALEX CASHION
Raleigh/Durham/Chapel Hill Area,NC
Summary
Customer Success professional with a proven track record in cultivating and nurturing client relationships, identifying and executing upsell and growth opportunities, and managing a high-performing customer success team. Strong background in managing customer renewals, building strategic partnerships, and delivering value to clients through tailored solutions. Skilled at mentoring and developing team members to achieve departmental goals and exceed performance metrics.
Overview
12
12
years of professional experience
Work History
Director of Customer Success
Turnkey Lender
04.2024 - 10.2024
- Developed and implemented a strategic Customer Success plan, establishing guidelines and objectives to drive business growth
- Led retention initiatives to maintain and expand client relationships
- Focused on improving customer experience and satisfaction to ensure long-term business success
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
CSM – Manager of Client Success, Renewals Department
Abrigo(Formerly Sageworks)
07.2021 - 04.2024
- Renewals Department was formed in July 2021
- I operated as Team Lead from July ’21 to Dec ’21, then moved into the official manager role 1/1/22
- Manage 4 direct reports with an ARR quota of over $38 million (spread across >1000 renewals)
- Book of business ranges from Small Business to Enterprise
- Work across internal departments such as IT, Finance, Client Ed, Legal, and Sales to ensure client satisfaction
- Forecast client retention and revenue dollars accurately for leadership and investors
- Streamline processes for renewal team to ensure timely execution of contracts and maximum renewal dollars
Enterprise Client Success Manager
Abrigo(Formerly Sageworks)
02.2019 - 07.2021
- Managed relationships with ~100 of the top revenue generating clients
- Highest average ARR renewal uplift on client success team (28% average)
- Client retention rate consistently over 90%
- Known for high caliber of customer care, responsiveness and the ability to triage unhappy customers into advocates
- Acted as consultant on banking practices and software adoption to ensure software/ service ROI for clients
- Managed client facing projects including re-implementation of products, merger and acquisition projects, and banking regulation compliance (CECL, PPP, etc.)
- Collaborated across multiple teams internally to ensure successful project completion
- Stay current on banking industry and suite of services and products to meet account needs
- Uncovered cross-sale opportunities and assisted in demonstrating value for client
Senior Sales Development Representative
ChannelAdvisor
10.2017 - 02.2019
- Generated over $1.5 million in pipeline within 12 months
- Manage a pipeline of 150-200 rotating accounts effectively
- Qualify potential clients and develop business cases based on needs of clients
- Achieved or exceeded all quarterly sales goals
- Collaborate cross-department to Develop and Execute Brands Outreach Initiative for Sales Development team
- Chosen for Path to Account Executive 2018 (7 chosen out of 30 reps at the time)
Account Executive
Captify
01.2017 - 10.2017
- Successfully Led opening of Southeast office opening in March 2017
- Directly responsible for cultivating and managing relationships with over 40 tier -2 advertising agencies in New York City with the goal to accelerate the company’s presence in the North American market
- Revenue generated from agency relationships totaled over $400K across 15 clients
- Set records for average contract value and largest deal size for client type
- Subject matter expert for the company in; search intelligence targeting and digital programmatic advertising
- Mentored, trained, and provided support for new hires
Senior Sales Coordinator
Captify
03.2016 - 12.2016
- Developed and implemented lead generation strategies across 120+ tier -2 and tier-3 advertising agencies
- Built client-specific pitch decks, budget strategies, and associated collateral for relevant client meetings
- Supported executive team in navigating sales process
Account Executive
Phoenix Energy Group
06.2015 - 03.2016
- Responsible for managing over $4.8M in revenue across a roster of 200+ clients
- Grew company client base by 30% year over year
- Maintained company leading closing ratio of 48% while holding the largest book of business across the entire sales team
- Led company with a per client average of over $200K in monthly recurring revenue
- Rank #1 for 22 of 24 consecutive months across a team of 7 sales representatives
Energy Specialist
Phoenix Energy Group
02.2014 - 06.2015
- Developed and implemented lead generation strategy across 1500+ sole -proprietorships in New York City
- Nurtured relationships monthly to maintain ongoing revenue retention and upsell opportunities
- Provided consultation on energy strategies to optimize monthly investment
Summer Intern
Airlie Gardens
05.2012 - 08.2012
- Developed and facilitated environmental science curriculum for students ages 8 -12 years old
- Led educational and historical tours for groups between 10 -30 people across the 67-acre historical garden
Education
Bachelor of Arts - Environmental Sciences, Spanish
University of North Carolina at Wilmington
05.2013
Skills
- Client Advocacy
- Salesforce proficiency
- Customer Retention Strategies
- Customer Segmentation
- Problem-Solving
- Hiring and Training
- Employee Coaching and Mentoring
- Revenue Growth
Timeline
Director of Customer Success
Turnkey Lender
04.2024 - 10.2024
CSM – Manager of Client Success, Renewals Department
Abrigo(Formerly Sageworks)
07.2021 - 04.2024
Enterprise Client Success Manager
Abrigo(Formerly Sageworks)
02.2019 - 07.2021
Senior Sales Development Representative
ChannelAdvisor
10.2017 - 02.2019
Account Executive
Captify
01.2017 - 10.2017
Senior Sales Coordinator
Captify
03.2016 - 12.2016
Account Executive
Phoenix Energy Group
06.2015 - 03.2016
Energy Specialist
Phoenix Energy Group
02.2014 - 06.2015
Summer Intern
Airlie Gardens
05.2012 - 08.2012
Bachelor of Arts - Environmental Sciences, Spanish
University of North Carolina at Wilmington
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