Austen Duzey
Account Director
Palatine,IL
Summary
Results-driven sales professional with a proven track record of driving revenue growth and cultivating strong client relationships. Expertise in identifying customer needs and delivering tailored solutions, resulting in a consistent record of deal closures. Recognized for exceptional communication, negotiation, and problem-solving skills, along with a commitment to teamwork and achieving sales targets.
Overview
8
8
years of professional experience
Work History
Account Director
Dynamic Yield
08.2022 - 12.2024
- Manage a book of business of 32 accounts that account for roughly $3.2M in ARR
- Manage a mix of Enterprise, Mid-Sized, and Strategic Accounts including Signet Jewelers, American Greetings, Aritzia, and Kontoor Brands
- Responsible for developing and growing executive relationships
- Achieved a net retention of 95% and increased accounts by an average of 17% in ARR YoY.
- Ran Proof of Concepts on net new products with customers for upsells. This included demoing solution, discovery, scoping, setting strategy, changing strategy, and bi-weekly meetings to review data.
- Identify upsell opportunities via selling additional services, cross-sells, brand expansion, licensing increases, discount removals, and selling MasterCard services
- Attend conference, networking, events, and travel to client sites
- Manage and completely own contract renewal cycle including pricing negotiation, contracting, and T&C negotiation
- Present business reviews as well as strategic roadmaps to clients
- Work with strategic technology and agency partners to better manage relationships, understand client initiatives, and identify additional sales opportunities
- Work cross-departmentally with executive leadership, Customer Success, new sales, solutions engineering, product development, technical account management, marketing, and partnership teams
- Analyzed customer data to identify trends in consumer behavior and develop targeted strategies accordingly
Customer Success Manager
Kibo Commerce
11.2021 - 08.2022
- Manage client accounts for Certona Personalization Platform
- Manage full scale client relationship from onboarding to renewal and upsell
- Manage enterprise sized clients (Largest - Sephora - $500k per year spend)
- Achieved 90% net retention and grew accounts by an average of 12% in ARR.
- Manage renewal and upsell negotiation
- Manage process for migration of clients from Certona platform to Kibo Personalization platform
- Perform QBR's regularly for clients
- Consult clients on most effective recommendation strategies and evaluating site test results
- Manage A/B tests for clients
- Work with wide-variety of cross-functional groups
- Troubleshoot technical issues for clients and assist with creating recommendation containers and strategies
- Work with legal team to create contract draft and negotiate redlines with client.
- Developed custom solutions for customers based on their individual business objectives
- Collaborated with product development teams to incorporate customer feedback into new releases
Global Renewals Manager
Kibo Commerce
03.2021 - 11.2021
- Oversee and manage all subscription renewals for entire company's book of business
- Process completed contracts once new agreement has been made with customer
- Process auto renewals
- Process terminations
- Negotiate price increases for each account
- Negotiate final terms and pricing on contracts
- Approve pricing and contractual requests from CSM team
- Prepare reports on status of renewals business via Excel
- Present financial status of renewals business to C level executives
- Established and developed processes for managing unmanaged accounts and for price increases
- Address contractual questions from clients and internal teams
- Manage customer data in Salesforce
- Create monthly renewals forecast and prepare renewals performance data for monthly financial close
Renewals Account Manager
Flexera
Itasca, USA
05.2019 - 03.2021
- Manage Software Maintenance and Subscription renewals for our Application Readiness + Software Vulnerability Management Software Solutions
- Manage renewals for over 400 client accounts and $2.25m in annual value in 2019 and $4.5m in 2020
- Added $1.906M in contract value from multiyear renewals in 2020 and $930,000 in 2019
- $575,000 added in closed won upsells and cross-sells
- On-time quota of 85% for 2020, achieved rate of just under 90%
- Achieved 115% of quota for 2019 and 90% in 2020 despite economic impact of COVID (business decreased financial performance expectations by 25%)
- Largest renewal was a 3-year term for just under $600k (post-reseller margin)
- Booked 5-year term with ConocoPhillips despite COVID driving cost of oil down to $0 at time of deal
- Negotiate with customer on pricing, term, uplift%, and payment terms
- Work cross-functionally with - sales, presales, engineering, customer success, consulting, legal, and product management
- Served as team champion for my product line and for our channel renewals
- Regularly present quarterly performance to upper management and team
- Perform roadmap and health check sessions with customers to ensure value and ROI objectives are met
Senior Account Manager
Spark Hire, Inc
Northbrook, USA
10.2016 - 05.2019
- Manage over 400 client accounts
- Onboard new business accounts and work with them throughout their tenure with Spark Hire
- Conducts virtual client training sessions with CEOs and other high level management
- Engage struggling accounts and strategize with them to help them get better results
- Win-back lost business
- Track and update customer data in Salesforce
- Work with ATS partners to help set up and audit software integrations
- Work term and contract renewals to ensure high retention rates, includes plan, length, and price
- 171% over quota for sales expansion revenue for Dec 2017-November 2018
- $95,500 in upsells for 2019 ($15k per month quota)
- 95% revenue retention for 2019
- Retained $553,000/$605,000 revenue for 2018
- $240,000 in upsell revenue (highest on team)
- Highest single monthly retention percentage on team for a month (96%)
National Sales Representative
Paylocity
Arlington Heights, USA
07.2016 - 10.2016
- Cold call prospective clients (150 + calls per day)
- Develop sales strategies
- Navigate and update information through Microsoft Dynamics CRM software
- Develop knowledge of Payroll/HR industry trends
- Perform customer service on inbound calls
- Develop understanding and knowledge of competitor's products and services
Education
Bachelors - Business Management
Baylor University
12.2015
Skills
- Proficient in CRM Systems
- Client retention
- Product upselling
- Consultative selling
- National account management
- Software renewal management
- Price negotiation
- Executive Relationship Management
- POC's
- QBR's
- SaaS Renewals
- Contract Management
- Strategic Account Management
- Enterprise Account Management
Timeline
Account Director
Dynamic Yield
08.2022 - 12.2024
Customer Success Manager
Kibo Commerce
11.2021 - 08.2022
Global Renewals Manager
Kibo Commerce
03.2021 - 11.2021
Renewals Account Manager
Flexera
05.2019 - 03.2021
Senior Account Manager
Spark Hire, Inc
10.2016 - 05.2019
National Sales Representative
Paylocity
07.2016 - 10.2016
Bachelors - Business Management
Baylor University
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