Brenda Lane
Ball Ground,GA
Summary
Results-driven Customer Account Manager with expertise in strategic account management, consultative selling, and customer success. Skilled in executive relationship management, Salesforce (SFDC), and CRM systems to drive growth and retention. Strong communicator with experience in event collaboration, business reviews, and solution-based sales for HR and payroll solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Account Manager I
USABG
08.2019 - Current
- Managed a diverse portfolio of clients, ensuring long-term retention
- Assisted in client onboarding and training
- Identified upsell and cross-sell opportunities
- Resolved escalations efficiently, maintaining high customer satisfaction
Customer Account Manager II
American Express
11.2009 - 08.2019
- Oversaw 100+ corporate accounts, contributing to $10M+ in annual revenue
- Led customer success initiatives, reducing churn by 25%
- Conducted business reviews and performance analysis
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Account Manager III
ADP
05.2005 - 11.2009
- Managed a portfolio of high-value enterprise clients, ensuring 98% customer retention
- Led contract negotiations and renewals, increasing annual revenue by 15%
- Developed and implemented customer engagement strategies
- Recognized as Top Account Manager of the Year - 2018
- Awarded Customer Retention Excellence Award - 2019
Education
General Education Development Diploma -
Chattahoochee Technical College
Marietta, GA2004
Bachelor of Business Administration -
University of Phoenix
01.2010
Bachelor of Marketing -
University of Phoenix
01.2014
Skills
- Strategic Account Manageme
- Consultative Sellir
- Customer Success & Retentior
- Executive Relationship
- Management
- Salesforce (SFDC) & CRM
- Management
- Event & Marketing Collaboration
- Communication & Presentations
Certification
- Certified Customer Success Manager (CCSM)
- PMP
- Six Sigma
Affiliations
- Member, Customer Success Association
- Member, National Account Management Association (NAMA)
Awards
- Top Account Manager of the Year, ADP, 2018
- Customer Retention Excellence Award, ADP, 2019
- Outstanding Customer Retention Award, American Express, [Year]
Timeline
Customer Account Manager I
USABG
08.2019 - Current
Customer Account Manager II
American Express
11.2009 - 08.2019
Customer Account Manager III
ADP
05.2005 - 11.2009
Bachelor of Business Administration -
University of Phoenix
Bachelor of Marketing -
University of Phoenix
General Education Development Diploma -
Chattahoochee Technical College
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