Allison Beach
Enthusiastic Customer Advocate
Austin,TX
Summary
After a thoughtfully planned career hiatus devoted to family responsibilities, I am returning to the workforce with renewed energy, and a broadened perspective. I am eager to leverage both my prior track record and the fresh insights gained during my break to create immediate value for Bizzdesign and to contribute to long‑term organizational success.
The posting for Customer Success Manger with Bizzdesign, peaked my interested as I have a fantastic track record of Increasing NRR and identifying At Risk customers. I am an expert on running quality QBRs and managing long lasting relationships.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Notary Public
Notary in ATX
Austin, TX
11.2023 - Current
- Offered notarization services during non-traditional hours to meet needs of busy clients.
- Certified and attested power of attorney documents, acknowledgements and deeds.
- Provided exceptional customer service by addressing questions or concerns promptly and professionally.
Customer Success Manager
SpyCloud, Inc
04.2023 - 11.2023
- Conducted regular account reviews to assess progress and strategize future growth opportunities for Enterprise customers.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions and an increase in CSAT scores.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
Customer Success Manager
Censys, Inc.
06.2021 - 07.2022
- Hired as the first CSM and tasked with reengaging 30 current customers to capture renewals and identify at risk accounts, leading to strategic planning sessions with Sales, Senior Leadership and CS Engineers.
- Attained NRR of 112% from Q2 '21 to Q2 '22 for Enterprise clients by increasing customer engagement and developing focused success plans.
- Authored and published the first CSM knowledge-base in Confluence including processes and playbooks used to coordinate customer onboarding, leading to increased NPS and CSAT scores.
- Onboarded new customers starting with post-sales implementations while educating them on the value of Censys' platform by way of targeted use case trainings and engaging presentations.
- Created QBR & EBR decks to embed uniformity and ensure value driven meetings communicate ROI, discover up-sell/cross-sell opportunities and uncover pain points.
- Collaborated with Marketing to conduct customer interviews and Case Studies in order to showcase how companies maximize ROI with Censys solutions.
- Internally promoted customers with unique use cases to be a part of Censys' Beta programs and design partnerships, resulting in increased revenue and customer referrals.
Customer Success Manager
Clear DATA Technologies LLC
06.2019 - 06.2021
- Supported 50 Healthcare customers representing $200K in monthly reoccurring revenue as immediate post sale point of contact to a range of SMB, Enterprise and Strategic accounts of varying sizes.
- Managed and completed the migration of 10 customers from shared AWS environment to dedicated, successfully meeting 100% of OKRs for Q3 & Q4 in 2019.
- Presented training and facilitated cadence meetings and QBRs to highlight ClearDATA's value to customers as Products and Services subject-matter expert (SME), consistently improving product adoption.
- Provided Executive Management with visibility into onboarding and renewals, while soliciting cross-functional involvement to salvage high-value accounts with complex or unusual objections to continued business relations.
- Effectively conveyed client needs internally and worked to craft compelling stories using data-driven insights and making recommendations to influence customer decisions.
Sales Account Manager
SHI International Corp
01.2016 - 06.2019
- Managed portfolio of 80-100 SMB accounts while exceeding sales goals by 100% in 2018, generating $6,000,000 in revenue.
- Received 3 'Top Rep' awards by increasing sales numbers with execution of full sales cycle from initial lead processing through conversion and closing.
- Mentored and educated new Sales Reps on SHI and vendor processes, 'best practices' and cold calling tactics.
- Gained extensive knowledge of the IT Channel ecosystem by bringing together top vendors and distributors in order to present the best solutions to clients.
Renewal Specialist
SHI International Corp
02.2014 - 01.2016
- Created detailed process documentation around best practices for identifying at risk customers, leading to 30% increase in YOY retention rate.
- Led training workshops, equipping SHI Account Managers with tools to expand their customer's Tenable footprint and bring in previously unrealized revenue.
- Processed applications and documentation for various types of license agreements against requirements and legal constraints including APAC, EMEA and Government customers.
- Worked with Directors and Sales Managers to resolve internal communications problems, improve operations, and provide exceptional customer service between SHI sales reps and 'Tenable Security' customers.
Customer Support Specialist
Avende IT Solutions
05.2012 - 02.2014
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Identified trends in client requests and helped management get ahead of ongoing problems.
LiveDesk Telepresense Support Specialist
Cisco Systems, Inc.
05.2011 - 05.2012
- Built internal Cisco client base from 0 to 120 clients.
- Demonstrated professionalism and courtesy with exclusively C-Level Cisco Video Conferencing users, while working to resolve technical problems and ensure effective understanding of product.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Education
Bachelor of Science - Hospitality Business Management
Washington State University
Pullman, WA 08.2005 - 08.2009
Skills
Salesforce
Catalyst
Gainsight
Google Workplace
Microsoft Suite
Confluence
Pendo
JIRA
CSAT
NPS
Hubspot
Microsoft Dynamics
Zendesk
Miro
Core Qualifications
- Adept in creating a positive, engaging, and supportive work environment
- Skilled at advising Enterprise accounts for the entire lifecycle of the customer while driving adoption and creating product champions.
- Excellent communication and presentation skills exhibited in front of a wide range of stakeholders, including Fortune 500 C-Level clients.
Certification
Cisco TelePresence and Tier I Network Engineer certified
Timeline
Notary Public
Notary in ATX
11.2023 - Current
Customer Success Manager
SpyCloud, Inc
04.2023 - 11.2023
Customer Success Manager
Censys, Inc.
06.2021 - 07.2022
Customer Success Manager
Clear DATA Technologies LLC
06.2019 - 06.2021
Sales Account Manager
SHI International Corp
01.2016 - 06.2019
Renewal Specialist
SHI International Corp
02.2014 - 01.2016
Customer Support Specialist
Avende IT Solutions
05.2012 - 02.2014
LiveDesk Telepresense Support Specialist
Cisco Systems, Inc.
05.2011 - 05.2012
Bachelor of Science - Hospitality Business Management
Washington State University
08.2005 - 08.2009
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