Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Blake Appelt

New Braunfels,Texas

Summary

An experienced Customer Success Specialist with a passion for helping customer accomplish their goals, seeking to leverage customer-focused skills to drive customer satisfaction and further improve service level. With advanced knowledge of customer success strategies and customer service principles, aiming to leverage strong customer relationships in order to increase customer retention, help customers reach their objectives, and drive revenue growth.

Overview

13
13
years of professional experience

Work History

Customer Success Manager

Seamless.AI
05.2022 - 08.2024
  • Managed 350-400 accounts which consisted of companies with 50 - 500 employees, which was a total ARR of $2.4 million.
  • Led renewal process from start to finish, including contract negotiations, ensuring a high retention rate
  • Developed and implemented strategies to increase customer investment in Seamless.AI products and services
  • Worked closely with sales teams to identify opportunities for account expansion
  • Conducted regular account reviews to monitor customer satisfaction and identify any potential issues before renewal
  • Maintained accurate records of customer interactions, transactions, and feedback, while using this data to improve future strategies for Seamless.AI
  • Took a consultative approach to make sure that the customer is maximizing their usage of the product
  • Escalate issues to drive resolution in a timely, proactive manner.
  • Had a GRR of 97.6% and GRR of 98.9% f

Renewals Specialist

Seamless.AI
01.2022 - 05.2022
  • Managed contract renewals and maintain customer relationships to ensure a company's continued partnership with its clients.
  • Managed a cancellation queue for any new request to make sure it was assigned to the appropriate resource or worked with the customer myself.
  • In first 2 months, was able to help completely reduce the backlog of cancel request which allowed Seamless.Ai to response quicker to any new request.
  • Led team in renewal saves for the month of March, April, and May.
  • Mostly worked with customer who were spending under $200 MRR with Seamless.Ai or only had 1-2 licenses.
  • Actively participated in team meetings, sharing best practices amongst colleagues to improve overall department performance levels.
  • Collaborated with sales teams to identify upsell opportunities during renewal discussions.
  • Maintained detailed records of all renewal activities, providing valuable data for future analysis and decision-making.

CLM Marketing Development Rep

SpringCM, a DocuSign company
02.2019 - 12.2021
  • Collaborated with Account Executives to develop targeted lists, call strategies, and messaging to generate new business opportunities
  • Used high-volume prospecting strategies to help drive awareness and interest for DocuSign Agreement Cloud products across Geo Mid-Market and Majors Install account base
  • Articulate to prospects business and technical benefits of DocuSign Agreement Cloud products
  • Personalized outbound sales activities to improve results with targeted prospects
  • Leveraged Salesforce, ZoomInfo, LinkedIn, and Outreach to identify and qualify decision makers who can utilize DocuSign Agreement Cloud solutions as well as utilizing these tools to manage daily activities
  • Spearheaded sales campaigns with broad and targeted messaging to maximize business opportunities
  • In a 7-month stretch averaged quota attainment of 113.71% which was a driving factor in being named to DocuSign xDR Pinnacle Club.
  • Promoted to Senior CLM MDR in December of 2020

Account Manager

UPS
03.2016 - 02.2019
  • Responsible for maintaining and growing customer base which generates over $10 million in revenue for UPS by building strong customer relationships
  • Serviced accounts on a regular basis to propose new products or services and maximize revenue
  • Exceeded sales goals and market competitions through effective negotiation of transportation pricing, solutions and service cost, and leveraging transportation reliability
  • Drive revenue by working collaboratively with internal and external stakeholders
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
  • Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.
  • Exceeded Sales Quota by 119% in 2018
  • Finish as the top Account Executive in IL Sales District.

Inside Sales Representative

UPS
03.2014 - 02.2016
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Applies knowledge of customer business models and operating structures and offers logistic sales solutions that support customer's strategic business objectives
  • Applies knowledge of features and business applications of services, products and customer-facing technology offerings and solutions
  • Assesses, identifies, measures and monitors customer or business needs in order to make decisions and take appropriate actions
  • Builds business partnerships and develops key customer relationships to maximize account profitability
  • Understands customer's business and aligns account strategies to customer goals
  • Conducts competitive analysis of competitor's offerings and strategies, and maintains awareness of competitive environment
  • Conducts customer analysis to identify customer needs, determine impact of products/services on customers, and identify which products, services and features to promote to current/potential customers.
  • Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.

Enterprise Account Representative

UPS
07.2011 - 03.2014
  • Applies financial expertise by analyzing and evaluating financial data, patterns and trends to determine the financial impact of a decision on the customer and the company
  • Applies knowledge of customer business models and operating structures and offers logistic sales solutions that support the customer's strategic business objectives
  • Applies knowledge of the features and business applications of services, products and customer-facing technology offerings and solutions
  • Assesses, identifies, measures and monitors customer or business needs in order to make decisions and take appropriate actions
  • Builds business partnerships and develops key customer relationships to maximize account profitability
  • Understands the customer's business and aligns account strategies to customer goals
  • Conducts competitive analysis of competitor's offerings and strategies, and maintains awareness of competitive environment
  • Conducts customer analysis to identify customer needs, determine the impact of products/services on customers, and identify which products, services and features to promote to current/potential customers.

Education

Bachelor's degree - Business Administration and Management, General

Texas State University
San Marcos, TX
01.2010

Skills

  • Competitive Analysis
  • Problem-solving abilities
  • Customer Account Management
  • Customer Relationship Building
  • Customer Retention
  • Client Relations
  • Training and mentoring
  • Process Improvement
  • Active Listening
  • Effective Communication
  • Reliability
  • Negotiation and Conflict Resolution

Personal Information

Title: Customer Success Manager

Timeline

Customer Success Manager

Seamless.AI
05.2022 - 08.2024

Renewals Specialist

Seamless.AI
01.2022 - 05.2022

CLM Marketing Development Rep

SpringCM, a DocuSign company
02.2019 - 12.2021

Account Manager

UPS
03.2016 - 02.2019

Inside Sales Representative

UPS
03.2014 - 02.2016

Enterprise Account Representative

UPS
07.2011 - 03.2014

Bachelor's degree - Business Administration and Management, General

Texas State University

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Blake Appelt