Brigid Rowe
Indianapolis,USA
Summary
Accomplished Customer Success and Account Manager with a robust history of cultivating client relationships and expanding account portfolios. Expertise in strategic planning, sales forecasting, and contract negotiation has consistently driven significant growth. Proven ability to establish effective communication channels across cross-functional teams, enhancing client satisfaction and retention rates. Aiming to leverage this experience to further enhance client engagement and drive business success.
Overview
15
15
years of professional experience
Work History
Director of Account Management
The Deal
10.2024 - Current
- Leads and mentors the Account Management and Customer Success teams with a customer-centric approach, prioritizing customer goals and growth
- Maintains book of over 100 law firm accounts as the primary contact and trusted advisor for The Deal’s AmLaw 150 legal subscribers
- Develops proactive customer retention strategies to exceed customer retention and growth targets
- Analyzes customer experience and health metrics and identifies key market indicators and trends
- Acts as a point of escalation, optimizes deal structures, and assists with complex renewal and cross sell negotiations for the account management team
- Collaborates with new business, editorial, product, data, and marketing teams to ensure all requests and questions from customers, account managers, and customer success managers are addressed promptly
- Guides The Deal’s account management, customer success and new business teams in new Salesforce processes and acts as the Salesforce liaison for The Deal
- Conducts business review presentations and builds relationships with key decision makers and subscription champions within The Deal’s enterprise accounts
- Prepares reports to The Deal's managing director regarding renewal projections, account health, service engagement, and the account management team’s progress
- Encourages cooperative and synergistic collaboration between account management and customer success teams to maximize retention and growth goals
- Holds 1-on-1 meetings with individual account managers and customer success managers to develop their individual successes and career growth
Senior Account Manager
The Deal
01.2022 - 09.2024
- Developed and executed strategic territory plan for The Deal’s law firm customers and prospective accounts to exceed new business and retention quota
- Served as the main point of contact in all matters related to concerns and needs of The Deal’s AmLaw 150 law firm customers and law firm business prospects
- Conducted product demonstrations for prospective clients and current accounts regarding The Deal’s suite of corporate advisory solutions
- Acted as a product expert and trusted advisor by providing product support, training, recommendations, and business reviews for assigned book of business and prospective clients
- Negotiated and finalized renewal and new business agreements for law firm customers, consultant firms, and executive search firms
- Collected and analyzed data concerning end user behavior to assess current account and trial user needs and behaviors
- Recorded and maintained sales prospect and sales data within customer relationship management system – Salesforce
- Created marketing content and training materials to generate new business and engage current end users in The Deal products
- Prepared and submitted reports to The Deal’s Head of Sales detailing new prospect and new business insights, opportunity qualifications, product engagement, and individual sales projections
Blended Practice Area Consultant – Large Law Sector
LexisNexis
02.2019 - 12.2021
- Acted as trusted advisor to AmLaw 50-200 law firm customers and Midwest area law school customers regarding LexisNexis products and legal research
- Provided virtual and in-person legal research support to AmLaw 100 and 200 law firm customers by assisting with practice area specific legal research queries, firm business analysis, and case outcome analytics
- Maintained 100% retention rate among all assigned accounts and achieved 96% of KPIs
- Collaborated and strategized short-term and long-term account plans with Lexis sales partners to secure customer contract retention, upsells, and new business opportunities
- Uncovered and targeted upsell leads and value statements from law firm customers to utilize for contract renewal and new product proposals
- Conducted virtual and onsite high-level new business demonstrations for all assigned new business prospects or product upsell proposals
- Designed and prepared marketing events and materials for law firm and law school customers to encourage LexisNexis usage and preference
- Hired and managed a team of eight employees to promote LexisNexis usage and preference among law school faculty and students
- Acted as a Product Planning and Virtual Marketing Resources leader for the Lexis Midwest Blended Practice Area Team by creating nationally and regionally used marketing materials for law schools and law firms
- Guided new Blended Practice Area Consultants on how to communicate with clients, train Lexis customers on Lexis products, and on exceeding our assigned goals
Field Solutions Consultant – Specialized Law Sector
LexisNexis
06.2017 - 02.2019
- Acted as a trusted advisor to over 150 firm and government LexisNexis accounts and potential new business opportunities to ensure all who use LexisNexis products get the most efficient and effective outcomes for their business and clients
- Uncovered new business opportunities and opportunities to improve customer daily business flow by implementing Lexis products into their firm or office
- Provided onsite research support, training, recommendations, and business reviews to premiere State and Local Government accounts and 11-50 attorney law firms
- Conducted onsite high-level new business demonstrations for all new business prospects or product opportunity events
- Developed strategies on maintaining account retention percentages and obtaining new business in conjunction with account managers, telephonic client managers, and all other applicable LexisNexis employees
- Participated in team communications regarding any external and internal information regarding LexisNexis products affecting customers
Legal Analyst
Indiana Office of the Attorney General
Indianapolis, USA
10.2016 - 05.2017
- Investigated consumer complaints filed with the Indiana Office of the Attorney General Licensing Enforcement and Homeowner Protection Unit against medical professionals licensed in the State of Indiana
- Conducted initial document requests of all information relevant to consumer complaints
- Drafted investigative summaries, subpoenas, criminal document requests, correspondence to parties, witness affidavits, and all other necessary documents to conduct investigations
Medical Licensing Graduate Law Clerk
Indiana Office of the Attorney General
Indianapolis, USA
04.2015 - 10.2016
- Assisted the Indiana Office of the Attorney General Licensing Enforcement and Homeowner Protection Unit with investigating and litigating medical licensing cases before various medical boards
- Prepared cases and represented the State of Indiana as a certified legal intern, under supervision, in front of the Medical Licensing Board of Indiana and the Indiana Board of Pharmacy for disciplinary hearings, default hearings, requests of withdrawal of probation, and other administrative actions from May 2015 until April 2016
Lexis Associate
LexisNexis
08.2013 - 09.2015
- Guided IU McKinney law students on LexisNexis legal research methods
- Engaged law professors and students with demonstrations of Lexis products in and outside of the classroom
- Created promotions and incentives to gain preference for LexisNexis at IU McKinney
- Wrote reports and gathered intel on possible future LexisNexis clients
Legal Assistant & CSR
O’Koon & Hintermeister, LLC.
Indianapolis, USA
09.2011 - 06.2013
- Assessed and screened clients’ legal issues, acquired conflict of interest information, acted as customer service liaison on behalf of attorneys
- Prepared reports for attorneys detailing fact patterns for new cases
- Coordinated and prepared estate planning documents requested by clients
Public Relations Assistant/Intern
Mercenary Publicity
London, England
06.2010 - 08.2010
- Wrote press releases for online music media outlets and social network sites
- Assisted clients at concerts, photo shoots, and promotional events
- Maintained records of media mentions and publications mentioning clients
Education
Juris Doctor -
Indiana University Robert H. McKinney School of Law
Indianapolis, IN12.2015
Bachelor of Arts - Communications with emphasis Public Relations and Advertising, Certificate of Entrepreneurship, Minor in Political Science
Purdue University
West Lafayette, IN05.2011
Skills
- Client service optimization
- Consultative selling
- Team collaboration
- Customer onboarding
- Key accounts development
- Cross-functional coordination
- Data-driven decision making
- Training and mentoring
- Sales presentations and business reviews
- Strategic territory development
- Camtasia production suite proficiency
- CRM software proficiency
- Upselling strategies
- Legal research and operations
- Contract negotiation
- Stakeholder management
Timeline
Director of Account Management
The Deal
10.2024 - Current
Senior Account Manager
The Deal
01.2022 - 09.2024
Blended Practice Area Consultant – Large Law Sector
LexisNexis
02.2019 - 12.2021
Field Solutions Consultant – Specialized Law Sector
LexisNexis
06.2017 - 02.2019
Legal Analyst
Indiana Office of the Attorney General
10.2016 - 05.2017
Medical Licensing Graduate Law Clerk
Indiana Office of the Attorney General
04.2015 - 10.2016
Lexis Associate
LexisNexis
08.2013 - 09.2015
Legal Assistant & CSR
O’Koon & Hintermeister, LLC.
09.2011 - 06.2013
Public Relations Assistant/Intern
Mercenary Publicity
06.2010 - 08.2010
Juris Doctor -
Indiana University Robert H. McKinney School of Law
Bachelor of Arts - Communications with emphasis Public Relations and Advertising, Certificate of Entrepreneurship, Minor in Political Science
Purdue University