Summary
Overview
Work History
Education
Skills
Timeline
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Annie Sunderland

North Olmsted,Ohio

Summary

Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

M-Files
06.2023 - Current
  • Manage a portfolio of enterprise clients using M-Files’ document management SaaS platform, focusing on adoption, value realization, and customer retention.
  • Lead onboarding, training, and ongoing success plans tailored to customers' unique document and content management needs.
  • Serve as a strategic advisor and point of escalation, aligning product functionality with customer goals.
  • Identify upsell and expansion opportunities through regular account reviews and health checks.
  • Partner cross-functionally with Sales, Support, Product, and Professional Services teams to ensure a seamless customer experience.
  • Track and report on account health, usage metrics, and engagement trends using tools such as Salesforce and Gainsight.
  • Advocate for customer needs internally, contributing to product feedback and roadmap planning.

Account Manager

Hyland
12.2019 - 04.2023
  • Provided SaaS, perpetual, and professional services sales to financial and insurance customers.
  • Managed a territory with over 70 customers.
  • Achieved $1.9 million in Annual Recurring Revenue with a pipeline over $2 million.
  • Responded to net new customer enterprise content management RFP, RFI, and RFQ.
  • Established and maintained relationship with all customer management levels to identify current and future opportunities.
  • Coordinated internal resources for solution demos, professional services, and customer issue resolution.

Sales Support Representative

Hyland
04.2021 - 01.2022
  • Supported Account Managers and their customer accounts throughout the sales process.
  • Assisted Account Managers with software and professional services sales ranging in size up to and over $1 million.
  • Leveraged internal systems to ensure sales goals were tracked and met utilizing Salesforce, Workday, and Quoting Tools.
  • Coordinated internal teams ensuring that sales and customer support was of the highest quality for every engagement.

Proposal Specialist

Hyland
12.2019 - 04.2021
  • Led and managed proposal creation process for RFP, RFI, and RFQ responses.
  • Effectively promoted Hyland’s value throughout proposal responses.
  • Interacted with net new and current customers to confirm business and legal requirements.
  • Coordinated with internal SMEs to review proposal response, ensuring language accuracy and meets business requirements.

Administrative Assistant

JLL Real Estate Services
08.2018 - 11.2019
  • Created and delivered marketing materials for current assets to included email blasts, flyers, postcards, and property brochures.
  • Assisted brokers and administrative staff with client needs related to lease extensions, invoicing, and Work in Progress reports.
  • Organized internal and external meetings with a variety of stakeholders.
  • Scheduled office events, meetings, and volunteer opportunities.
  • Managed and finalized broker's expense reports.

Education

Bachelors of Arts - General Studies - Focus of Business Administration

Southeast Missouri State University
Cape Girardeau, Missouri

Skills

  • Customer Success Management
  • Client Retention & Expansion
  • SaaS Solutions
  • Cross-functional Collaboration
  • Customer Onboarding & Adoption
  • Account Management
  • Effective Communication
  • CRM & Data Tools (Salesforce, Gainsight & PowerBI)
  • Strategic Thinking
  • Problem Solving

Timeline

Customer Success Manager

M-Files
06.2023 - Current

Sales Support Representative

Hyland
04.2021 - 01.2022

Account Manager

Hyland
12.2019 - 04.2023

Proposal Specialist

Hyland
12.2019 - 04.2021

Administrative Assistant

JLL Real Estate Services
08.2018 - 11.2019

Bachelors of Arts - General Studies - Focus of Business Administration

Southeast Missouri State University

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Annie Sunderland