Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
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Anna Lowell

Brunswick,ME

Summary

Highly organized, client focused professional with five plus years experience in the SAAS space. Results driven and comfortable with change management. Seeking a challenging new position in Client Success. Proven ability to work and succeed individually and as a part of a team. Demonstrated ability to learn and utilize multiple software programs. Dedicated to professional growth and learning.

Overview

12
12
years of professional experience

Work History

Enterprise Customer Success Manager

Emburse (formerly Certify, Inc)
10.2022 - Current
  • Manage and grow diverse multi-million dollar portfolios of Enterprise level clients (50k ARR +) across varying product sets: Expense Management, Travel, Analytics, AP, Payments
  • Work cross functionally with Marketing, Finance, Implementation, Engineering, Client Sales, and Customer Support Teams to improve client experience to grow and retain business
  • Monitor client usage data via Gainsight to ensure good customer health, identify at risk accounts & create action plans for retention
  • Conduct annual and quarterly business reviews with all clients
  • Price, prepare and negotiate annual renewal contracts in-line with internal processes
  • Closed $275k in 2023 in upsells by maintaining key relationships and facilitating sales of additional products and services

Small Market Customer Success Manager

Emburse (formerly Certify, Inc)
09.2020 - 10.2022
  • High level of organization and attention to detail to balance proactive and reactive tasks
  • Responsible for renewal, upsell and cross sell across entire portfolio (800+ accounts)
  • Navigated change management during private equity acquisition and mergers.

Sales Executive

Certify, Inc
07.2018 - 08.2020
  • Presented Certify products, services and benefits to prospective clients via web presentation
  • Reinforced company value proposition to client stakeholders
  • Prospected, nurtured and generated warm business leads via phone and email outreach programs.
  • Selected member of Diversity, Equity & Inclusion Steering Committee, Volunteer Committee.

B2B Account Manager

Wayfair
06.2016 - 02.2017
  • Managed multiple high priority clients, primarily Interior Designers, with successful outcomes
  • Key point of contact for established accounts from initial outreach to project completion
  • Created purchase orders to include pricing, shipping, timeline expectations
  • Maintained open communication with client during shipping and receiving process to ensure all products arrived as expected and project requirements were met
  • Grew book of business by establishing and maintaining rapport with new and existing clients.

Art Director, Client Services

Atlantic Sportswear
05.2012 - 06.2016
  • Managed a fast paced, four-person Art Department producing graphics for screen print, embroidery and sublimated garments for sports teams, businesses and individuals
  • Worked with multiple clients daily in person, via phone and email to consult and educate on our printing process in relation to their projects and visions
  • Worked cross functionally between Art Department, Sales, Customer Service and Production to provide solutions and ideas for quality final products to best fit customer needs.

Education

Bachelor of Arts (B.A.) - Studio Art

Kenyon College

Student Arts College International (SACI)

Skills

  • Customer Relationship Management
  • Customer Advocacy
  • Customer Retention
  • Customer Onboarding and Training
  • Performance Metrics Analysis
  • Upselling and Expansion
  • Negotiation and Conflict Resolution
  • Organizational Skills
  • Effective Communication
  • Teamwork and Inter-department Collaboration
  • Salesforce, Gainsight, Zendesk, MS Office

Volunteer Experience

The Junior League of Portland, Maine 

  • VP of Membership Council, Board Member, 2022-2023
  • Kathryn Michaels Best Practices Award Recipient, 2020
  • New Member Committee Chair, 2020-2022
  • New Member Committee, Assistant Chair, 2019-2020
  • New Member Committee Member, 2018-2019
  • Provisional New Member, 2017-2018

Timeline

Enterprise Customer Success Manager

Emburse (formerly Certify, Inc)
10.2022 - Current

Small Market Customer Success Manager

Emburse (formerly Certify, Inc)
09.2020 - 10.2022

Sales Executive

Certify, Inc
07.2018 - 08.2020

B2B Account Manager

Wayfair
06.2016 - 02.2017

Art Director, Client Services

Atlantic Sportswear
05.2012 - 06.2016

Bachelor of Arts (B.A.) - Studio Art

Kenyon College

Student Arts College International (SACI)

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Anna Lowell