Bart Spedon
Highlands Ranch,CO
Summary
Highly proficient Relationship Manager with a proven history of delivering innovative solutions to complex challenges while managing diverse accounts. Consistently expands market share and revenue through retention and account growth.
Overview
21
21
years of professional experience
Work History
Customer Success Manager
Tenna
09.2022 - Current
- Responsible for the entire customer on-boarding and training process
- Customer research and becoming intimate with my customers to get a full understanding of customer's business operations
- Conducting internal meetings with all key stakeholders to understand the customers needs, their contracts and pain points that the Tenna suite of products will solve
- Conducting external project kickoff meetings with the customer to validate their information and to plan a structured implementation which includes setting proper expectations for what is expected from my customers, what they should expect from me, and creating a detailed schedule with on-boarding milestones
- Working closely with my customers to work through complex data collection for upload into the Tenna platform which include my customers assets, their users and project sites.
- Conduct in-depth custom training on Tenna hardware and software to ensure that the customer has a clear understanding of the platform and how it addresses and solves their pain points
- Once the customer is fully on boarded, I conduct internal meetings to transition the account to the customer success manager-account executive to thoroughly review customers on-boarding, level of comfort with the platform, all up-sell opportunities and any potential issues
- Consistently assigned the largest value / platinum accounts
- Successfully on-boarded large complex accounts and smaller boutique accounts
- Created excellent relationships within Tenna and with my customers
- Recognized by leadership as being a top Customer Success Manager.
Customer Success Manager
Truckstop.com
03.2021 - 09.2022
- Managing accounts with an annual recurring revenue of ($3.2M) and 710 accounts
- Leveraging value based selling, I have created nearly $110,000 in annual recurring revenue helping my customers reach their goals
- I have saved 23.55% of cancelled subscription requests which has retained 185,772 in annual recurring revenue
- Developing and executing multiple projects that were recognized by leadership as a vital tool to both the growth and retention of our customers
- Conducted over 200 on-boarding calls and trainings
- President's Club 2021, Top Customer Success Manager.
Regional Sales Manager
Teilhaber Manufacturing
11.2019 - 10.2020
- My responsibilities included - new sales, lead generation, account management, project coordination with in-house engineers and customers
- I diligently studied becoming a subject matter expert
- The business closed due to Covid-19 before I started working with customers
- Became proficient in just 4 months beating expectations by over a year.
Sr. Account Manager
Republic Services
07.2018 - 09.2019
- Primary responsibilities included - servicing and growing a territory consisting of over 450 accounts; developing and maintaining a thorough knowledge of the company’s available services, lines of business, pricing structures; analyzing each existing account to uncover opportunities; opening new accounts; renewing contracts and checking in with all customers periodically
- My daily activities were time management, prioritizing my daily activities, de-escalating upset customers, answering calls and emails in a timely fashion, and working with internal teams setting up new accounts or resolving service issues
- I re-signed over $3,000,000 in total contract value including 32 at risk customers who sent in cancellation notices
- I signed over $450,000 in new business contracts
- I was assigned the most challenging territory to support existing customers
- Met or exceeded all KPI’s weekly, monthly, and annually.
Sr. Practice Advocate
OrthoFi
01.2017 - 02.2018
- My primary responsibilities included - I was assigned 35 of the top Orthodontists in the country helping them to realize their goals leveraging the OrthoFi software package
- I train my clients on the software capabilities and performance
- Leveraging my analytical and communication skills I solve day to day issues and create solutions that help my practices exceed their business goals
- I served as a client advocate within all OrthoFi departments, collaborating with technical support, product development, sales, marketing, and accounting
- Retained 100% of my assigned customer base
- Assigned the most challenging customers
- Acted as team lead.
Sr. Account Manager
Comcast Business
10.2014 - 10.2016
- I was responsible for managing accounts valued in excess of $2 million
- I offered personalized service, educating consumers and effectively explaining ROI
- My responsibilities ranged from renewing satisfied customers to de-escalation and retaining customers who had issues
- Through effective probing, active listening and understanding of my customer’s business needs I uncovered opportunities and make expert recommendations to help them reach their goals
- I was tasked to train colleagues about the customer experience and made presentations to senior management to establish new processes to reduce customer churn and a better customer experience
- My retention rate was over 95%
- Exceeded sales quota by 118%
- Ranked 3 nationally winning the prestigious Triad Award for Excellence
- I helped other teammates achieve their goals.
Sr. Account Manager
Trulia
01.2014 - 04.2014
- My book of business consisted of 500 clients
- I was responsible for the entire customer experience including retention, cross-sell and up-sell
- I trained agents how to maximize Trulia's software products to help them reach their goals
- I studied analytics and trends and made expert recommendations based off statistics
- I created presentations and coached agents how to gain buyers and sellers in the most competitive regions in the country
- I exceeded retention quota by 108% retaining 98.5% of my clients
- Exceeded sales quota by 115%
- Collaborating with different departments, I created and presented policies to management that increased retention by 6%.
Broker / Key Account Manager
Select Benefits
01.2000 - 11.2013
- Successfully started a new health insurance brokerage from no revenue or clients to over 1.1 million in billed premium and over 100 clients
- I researched the industry and conventional broker practices to understand the weaknesses and where and I could beat my competition
- I created a new standard of service and customer experience which resulted in quick growth and customer loyalty
- Created practices that were new to the industry such as persistent follow up, a more hands on approach and same day response to questions or issues
- I earned the opportunity to represent every insurance carrier which gave my clients more choice
- Understanding that health insurance can be up to 35% of a company’s budget the huge financial impact for my clients I carefully analyzed the data from over 400 complex plans to present the best options for each client
- Won over 100 accounts completing my book of business in under a year whereas the average time to earn 100 accounts was 2 – 3 years
- Lost only one account in 13 years due to competition
- Converted over 30 referrals into longtime customers.
Skills
- Retention
- Relationship building
- Consultative sales / a deep understanding of my client’s needs
- Organizational skills
- Territory growth
- Active listening
- Time management
- Adaptability
- De-escalation
Accomplishments
- Earned numerous major awards including Presidents Club multiple times
- Retained in excess of over 96% of my assigned customers
- Consistently turned around and saved at risk customers
- Exceeded quota throughout my career reaching over 120% of goal
- Managed and grew multi-million-dollar customers
Timeline
Customer Success Manager
Tenna
09.2022 - Current
Customer Success Manager
Truckstop.com
03.2021 - 09.2022
Regional Sales Manager
Teilhaber Manufacturing
11.2019 - 10.2020
Sr. Account Manager
Republic Services
07.2018 - 09.2019
Sr. Practice Advocate
OrthoFi
01.2017 - 02.2018
Sr. Account Manager
Comcast Business
10.2014 - 10.2016
Sr. Account Manager
Trulia
01.2014 - 04.2014
Broker / Key Account Manager
Select Benefits
01.2000 - 11.2013
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