Amy Fitzgerald
St Petersburg,FL
Summary
Highly experienced Senior Customer Success Manager focused on consultative selling, customer retention and growth. Along with excellent communications skills and the ability to multi‐task, An effective leader and relationship manager, able to spot problems and resolve them quickly and efficiently. Thrive in dynamic environments while remaining focused on the direction and the bottom line. Dedicated CyberSecurity professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Customer Success Manager
KnowBe4
08.2021 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention
- Achieved 115% growth of revenue for two year
- 92% retention of clients in 2023
- 95% retention of clients in 2022
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Develop and deliver comprehensive cyber security training programs to a variety of audiences, ranging from IT professionals to end users
Director of AP Automation
Corporate Spending Innovations
06.2019 - Current
- Booked $140 million in spend volume in 2020
- Captured $88 million in spend with one multi entity luxury hotel
- Increased year over year sales by 14% in 2020 in Golf Industry
- Implemented new concept of inside sales team into organization, provided coaching and leadership to new and senior sales team members
- Cultivated and acquired new partner relationships across different industries.
Implementation Manager
Corporate Spending Innovations
10.2016 - 06.2019
- Led client implementations through conference calls and onsite visits
- Guided new customers through unique integration requirements with multiple SaaS solutions
- Managed and grew large multi-location accounts in the hospitality industry
- Developed strategic methods for client and vendor retention and growth
- Guided C-Level contacts and technology teams in integrating new software for maximum efficiency
- Spearheaded project management of large new accounts with complex requirements for onboarding.
- Led implementations of 25-30 clients each month
- Decreased onboarding time by over 15% in first 12 months
Senior Account Manager
DataPartners
06.2015 - 09.2016
- Optimized internal database for growth and minimal attrition
- Identified and resolved possible obstacles to closing the sale
- Provided consultation and implementation for digital onboarding campaigns
- Managed daily, weekly and monthly subscriptions for trigger data.
- Added 15% new business to portfolio in first 6 months
Account Director
Aramark
06.2014 - 06.2015
- Prepared and presented solution-based apparel programs to C-level contacts
- Conducted competitive market analysis and sales-related research
- Achieved and exceeded monthly goals on a consistent basis
- Ranked 4th in overall sales for Florida region.
Senior Account Manager
Accudata Integrated Marketing
04.2004 - 05.2014
- Maintained and grew a portfolio of reseller customers by working closely with clients
- Assisted strategic partner clients with multi-channel direct marketing campaigns incorporating both client data, prospect data, database analytics, hygiene, and response analysis
- Team Leader 2013-2014
- Top tier accounts grew 30%.
Skills
- SaaS sales and implementation
- Managed bids for government contracts
- Project management
- Results driven performance
- Strategic account development
- Salesforce proficient
- Strong communicator
- Excel in customer conflict resolution
- Contract Negotiation
- Staff Development
- Contract Management
- Security awareness and training program development
- Vulnerability scanning and penetration testing
- Security log monitoring and analysis
- Knowledge of industry best practices and emerging threats
- Continuous learning and professional development in cybersecurity
Service And Education
- Institute of Finance Management, Accounts Payable Solution Consultant, 05/2018
- Kellogg School of Management, Strengthening your mission. Building Your Brand, 06/2017
- Curry College, Business management, 1999-2001
- University of Maryland, Camp Stanley, Korea-, 1991-1992
- Volunteer at Habitat for Humanity, Ronald McDonald House, Community Cooperative, and One Child
- United States Army, Korea and Fort Drum, NY, 04/1991 to 04/1999
Timeline
Customer Success Manager
KnowBe4
08.2021 - Current
Director of AP Automation
Corporate Spending Innovations
06.2019 - Current
Implementation Manager
Corporate Spending Innovations
10.2016 - 06.2019
Senior Account Manager
DataPartners
06.2015 - 09.2016
Account Director
Aramark
06.2014 - 06.2015
Senior Account Manager
Accudata Integrated Marketing
04.2004 - 05.2014