Amber Madsen
Crystal Lake,IL
Summary
Results-driven Account Manager with 8+ years of experience enhancing client engagement and retention in SaaS and service industries. Proficient in CRM and support platforms including HubSpot, Zendesk, Airtable, and Jira for optimizing client processes. Skilled in data analysis to elevate satisfaction levels and reduce churn rates, consistently exceeding KPIs. Strong communicator with expertise in aligning client objectives with business goals through cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
Office Manager
Saunders & McFarlin Funeral Home
06.2025 - Current
- Manage daily office operations, data entry, and record-keeping (at-need, pre-need, flowers).
- Prepare and manage legal documents like death certificates and state-required forms.
- Maintain office supplies and ensure smooth facility operations.
- Prepare memorial items: prayer cards, memorial folders, register books.
- Develop and implement office procedures, policies, and goals.
Account Manager
REPS & Co.
12.2023 - 04.2025
- Achieved 95% client renewal rate through proactive account engagement and success plans.
- Reduced client onboarding time-to-value by 30% through streamlined workflows.
- Conducted quarterly business reviews to evaluate account health and upsell opportunities.
- Collaborated with product and support teams to enhance customer satisfaction scores.
- Analyzed customer KPIs to create retention strategies and reduce churn rates.
Product Support
Vivid Seats
09.2021 - 12.2023
- Reduced repeat tickets by 30% through effective Tier 2 technical support.
- Enhanced user satisfaction via live and virtual training sessions.
- Resolved bugs by collaborating with engineering and product teams for timely updates.
- Facilitated feature development by creating user documentation and feedback loops.
- Boosted platform proficiency across internal and client teams with targeted training.
Account Manager
AXS Ticketing
02.2017 - 08.2021
- Achieved customer satisfaction scores above 90% through proactive support initiatives.
- Implemented customized ticketing solutions, enhancing operational efficiency for venue partners.
- Delivered seamless on-site event support, fostering client trust and satisfaction.
- Reported account health metrics, enabling proactive risk management and data-driven reviews.
- Managed end-to-end account operations, aligning services with client business objectives.
Education
No Degree - Theater Arts
American Academy of Dramatic Arts
Pasadena, CA05-2000
Skills
- Client engagement strategies
- Customer success planning
- Contract negotiation expertise
- Performance metric management
- Training program development
- Analytical account development
- Experienced with HubSpot, Airtable, Zendesk, and Jira
- Ticketing Systems (Archtics, Host, SkyBox, BackOffice)
- Technical Support & Troubleshooting
- Project Management
- Product Feedback & User Advocacy
- Cross-Functional Collaboration
- Customer service
- Office management
- Organizational skills
- Office administration
Timeline
Office Manager
Saunders & McFarlin Funeral Home
06.2025 - Current
Account Manager
REPS & Co.
12.2023 - 04.2025
Product Support
Vivid Seats
09.2021 - 12.2023
Account Manager
AXS Ticketing
02.2017 - 08.2021
No Degree - Theater Arts
American Academy of Dramatic Arts