Athena Marsh
New Albany,OH
Summary
An experienced professional with over 15 years of success in corporate and start-up environments, I have expertise in senior customer success management, senior account management, strategic customer adoption strategies, tailored training programs, success plan development, contract renewal negotiations, comprehensive sales support, impactful communication strategies, proficient closing techniques, and project management. I am dedicated and versatile, with a proactive approach to achieving goals and delivering results. As a team player and lifelong learner, I excel at quickly adapting to new challenges.
Overview
17
17
years of professional experience
Work History
Enterprise Customer Success Manager
SeekOut
09.2021 - 05.2024
- Owned a portfolio of 25 enterprise accounts, with a collective book of business exceeding $2 million in an established start-up company
- Achieved and exceeded Quarterly Net Revenue Retention targets
- Collaborated closely with enterprise customers post-sale stage, tailored workflows, and onboarding processes to enhance adoption and utilization, and conducted Quarterly Business Reviews
- Increased retention by 5% through the development of tailored success plans and thorough monitoring of customer Key Performance Indicators (KPIs)
- Contributed to Diversity, Equity, and Inclusion (DEIB) initiatives by providing strategic insights and analytics, while also overseeing integrations, process enhancements and change management projects
- Managed negotiations, creation, and presentation of Customer Maintenance Agreement renewals to clients, while also spearheading expansion efforts
- Collaborated with different departments throughout the organization to champion customers needs and collectively address any challenges.
Enterprise Customer Success Manager
Seamless AI
08.2020 - 08.2021
- Successfully managed a portfolio of 30 mid-market & enterprise accounts, generating a combined book of business surpassing $1.5 million in a start-up company
- Led customer training modules with key clients to augment value-added service offerings
- Drove growth opportunities through building strategic relationships, enhancing product adoption and creating customer success metrics
- Developed effective retention strategies that prove value and return on investment
- Negotiated, developed, and presented Customer Maintenance Agreement renewals to clients
- Worked with various departments across the organization to advocate for the customer and work together to resolve any issues.
Client Relationship Manager
West Corporation
01.2015 - 04.2020
- Built strong partnership with assigned clients and continuously striving to improve the overall service
- Drove $2 Million in annual sales by improving client retention for most strategic accounts
- Developed departmental action plan for “at risk” clients resulting in a 5% improved retention
- Served as clients’ advocate ensuring quality and delivery of services and all issues clients or internal are followed to resolution in a timely manner
- Led internal and external discussions to ensure all established timelines are met and that other teams and departments are performing their activities on behalf of clients
- Analyzed program performance in conjunction with clients’ business goals to provide consultative advice regarding West Corporation’s suite of business solutions.
Client Development Manager (Account Manager)/Customer Advocate/Client Relationship Manager
Exact Software
01.2007 - 01.2015
- Managed over 200 business accounts for South Central Territory simultaneously
- Generated over $100K in revenue monthly and $1.2 million annually
- Identified additional revenue opportunities and translated lead referrals to successful sales
- Acted as project manager to discuss implementation, review expectations and consultancy hours with the client to ensure a successful implementation of new exact products and services
- Negotiated, presented, and processed Customer Maintenance Agreement renewals to clients
- Maintained account bases with 89 active and 100 passive customers by assessing their business needs from onsite customer visits
- Ranked in top 10% of peers by selling $165K in software during the first two quarters of fiscal 2007
- Conducted training, implementation, and Go Live with clients through the ROI5 Methodology.
Education
Master of Human Resource Management -
DeVry University’s Keller Graduate School of Management
Columbus, OH Bachelor of Arts, Major Communications -
The Ohio State University
Columbus, OHSkills
- Salesforce proficiency
- JIRA
- Gong
- ChurnZero
- Customer Training
- Upselling and Expansion
- Customer Relationship Building
- Customer Retention
- Account Management
- Strategic Communications
Accomplishments
- SeekOut Target Achievement Award (100% + renewal)- 2021 & 2022
- West Employee of the Quarter-2017
Timeline
Enterprise Customer Success Manager
SeekOut
09.2021 - 05.2024
Enterprise Customer Success Manager
Seamless AI
08.2020 - 08.2021
Client Relationship Manager
West Corporation
01.2015 - 04.2020
Client Development Manager (Account Manager)/Customer Advocate/Client Relationship Manager
Exact Software
01.2007 - 01.2015
Master of Human Resource Management -
DeVry University’s Keller Graduate School of Management
Bachelor of Arts, Major Communications -
The Ohio State University
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