Alyssa Welling
Sr. Customer Success Manager
Napa,CA
Summary
High-achieving Enterprise Software Account Manager with over 12 years retaining and expanding the customer install base at top multinational software corporations including Oracle, NetSuite, VMware, and Autodesk. Consistent sales performer: proven track record to deliver 100% against sales quota for new and recurring revenue with an emphasis selling SaaS and cloud application software. Recognized for exceptional communication and relationship building skills. Highly resilient and determined professional, acquiring solutions for customers to secure loyalty, leading to an exceptional customer journey.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Techfino, LLC
08.2023 - Current
- Successfully led the seamless onboarding of Frank Rimerman's NetSuite practice post-acquisition, ensuring a smooth transition of 38 clients total out of 52 possible long term clients signing a Master Service Agreement with Techfino.
- In 6 months, established 20 new T&M SOW agreements and 10 Continued Success Subscription service agreements resulting in $133,000 month in expansion service revenue.
- Achieved 97% customer retention through successful renewal and expansion conversations through value based business reviews and with quarterly revenue assessment analysis.
- In collaboration with NetSuite, led business reviews with C-level NetSuite stakeholders to assess software adoption, maturity levels for usage areas in business processes, leading to understand gaps and challenges within their ERP system to ultimately increase utilization.
- Ensured strong client relationships in working closely with delivery teams and practice managers to solve client issues with timely and accurate updates, always maintaining flexibility with a meet in the middle mindset.
Customer Success Manager
NetSuite
6 2022 - 07.2023
- Delivers and participates in functional and technical optimization engagements to enhance customers’ experiences, helping them unlock the value of their ERP platform
- Engages in many sustainment exercises for customers, including suite review sessions and health check analysis, to customize and automate the user’s experience
- Drives solutions by managing the prioritization of projects and involving other consultants as Subject Matter Experts to successfully remediate gaps
- Defines requirements for heavily customized complex accounts and collaborates with Technical Services to communicate design to customers and test deliverables
- Achieved Suite Foundation Certification and continues to apply learnings for the best customer success.
Senior Account Manager
NetSuite
01.2019 - 05.2022
- Customer advocate with strength in identifying value to generate new opportunities within a corporate $3M portfolio book of 30 nonprofit and general business accounts
- Analyzed customers business needs, identified strategic partnership opportunities, and developed strategies to ensure customer growth, satisfaction, and retention
- Ensured the continued adoption of NetSuite’s cloud-based business operations system, including Enterprise Resource Planning (ERP), Accounting, Customer Relationship Management (CRM), Professional Service Automation (PSA), and eCommerce
- Onsite customer presentation with C-levels to negotiate and close strategic and complex deals
- Notable Accounts: Committee For Children, Donor Alliance, LA Family Housing, Planned Parenthood, Earth Justice, Alter Eco Chocolate, PACT / Ranked Top 5 AMO on 30-person team.
Customer Success Manager
CA Technologies
07.2018 - 12.2018
- Defined and executed successful Customer Success strategies across the CA Agile Central SaaS business, achieved objectives in customer retention, growth and NPS
- Focused on technical account management, guided activity, and risk mitigation to help drive business value and positive renewals for the customer’s Agile software development platform
- Managed commercial and gold status accounts including Adobe, Salesforce, Amgen, and Paypal
- Served as the advocate and trusted advisor to represent customer needs with internal teams at CA including Global Support, Professional Services, and Digital Account Team.
Client Success Specialist
Oracle Inc.
12.2016 - 07.2018
- Executed high customer retention and satisfaction within Micros Hospitality Cloud Division
- Delivered continuous value and growth for cloud POS solutions, ultimately leading to the renewal management and upgrade of existing customer’s Cloud services (120% quota attainment FY17)
- Individually covered strategic and SMB accounts, responsible for over +2M quota in FY17 and FY18, most notable accounts: Yumm Brands, Accor Hotels, Marriott, GHA Hotels, Gateway Casinos, and Ruth’s Chris
- Drove greater customer advocacy by successfully educating customers on associated contractual changes, service description changes, parts, and converted customers from legacy SaaS, IaaS, & PaaS to Oracle Cloud
- Efficiently collaborated with sales executives, deal management team, order management team, sales support team, as well as many outlying support teams to drive SMB deals to closure.
Channel Engagement Manager
Autodesk Inc.
09.2015 - 06.2016
- Drove joint opportunity engagement with high volume channel (VCP) partners: Dell, SHI, Softchoice, and Softmart to further increase the Autodesk presence, attained and exceeded forecast, (110% over goal) closing $550K+ in billings within first quarter
- Expanded the Autodesk product footprint through account mapping, joint discovery calling, and utilized marketing/promotional programs to build pipeline and channel revenue
- Managed deal registration, quote accuracy, as well as forecast with partner sales managers
- Prospected and aligned a new three-year regional Enterprise Agreement that closed for over $220K.
Inside Sales Representative
Autodesk Inc.
06.2014 - 08.2015
- Served (as founding member) an instrumental role in the conceptualization and development of Autodesk’s ‘win-back’ subscription initiative by contributing to a direct renewals team, selling the value and benefits of subscription programs to expired maintenance subscription
- Retained customers through subscription sales by managing the complete sales cycle while also expanding opportunities through net new business
- Closed over 700K to date overall in direct renewal billings with an average deal size of $1K: contributed to up-selling, multi-year renewals, and consolidation contracts
- Won Inside Sales Award for “Most Contributed” with $300K in billings (Q4 February 2015).
Sr. Renewal Account Manager
Service Source Inc. - VMware Client
05.2011 - 02.2014
- Facilitated over 500 active and expired software renewal accounts quarterly by collaborating among cross-functional teams: Inside Sales Representatives, Resellers and Partners, and Support Teams-Order Management, Licensing and Legal Departments to satisfy the needs of the client
- Expanded the service relationship of VMware by selling the value of the software maintenance, identifying areas of opportunity, and selling services including support uplifts, coterminous or consolidations, and multi-year contract opportunities to capture incremental revenue
- Accepted into Emerging Leaders Program (Q1 January 2014), promoted to senior level status and received Gold Rep Certification (Q3 July 2012)
- Effective Closer: Averaged 121% above quota in 2012 and 104% in 2013 with accurate weekly forecasts.
Education
Bachelor of Science in Business Administration - Marketing
Skills
Certification
NetSuite Suite Foundation
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
401k matchHealthcare benefitsWork-life balanceWork from home optionPaid sick leavePaid time offTimeline
Senior Customer Success Manager - Techfino, LLC
08.2023 - Current
NetSuite Suite Foundation
08-2022
Senior Account Manager - NetSuite
01.2019 - 05.2022
Customer Success Manager - CA Technologies
07.2018 - 12.2018
Client Success Specialist - Oracle Inc.
12.2016 - 07.2018
Channel Engagement Manager - Autodesk Inc.
09.2015 - 06.2016
Inside Sales Representative - Autodesk Inc.
06.2014 - 08.2015
Sr. Renewal Account Manager - Service Source Inc. - VMware Client
05.2011 - 02.2014
Customer Success Manager - NetSuite
6 2022 - 07.2023
University of Central Missouri - Bachelor of Science in Business Administration, Marketing
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