Caitlin Barry

Verticals-Production Home Builders, Investors, General Contractors, Architecture Firms

• Oversee business development for designated accounts
• Develop and implement strategies to increase client retention
• Identify new business opportunities through cold calling, networking, client education and marketing
• Meet existing customers to review services and present any new service opportunities
• Analyze customer data and coordinate with internal teams to ensure quality deliverables.

Verticals- Education, Government, Manufacturing, Construction, Healthcare, Retail, Technology, Food Service

• Responsible for revenue retention for 50-100 Enterprise level accounts totaling 3-4 million dollars
• Project Manage enterprise wide LMS/HRIS roll outs, partnering with multiple vendors and varying departmental goals
• Maintain accurate salesforce documentation for all account interactions
• Act as primary point of contact for technical escalation
• Assist customers in creating a marketing strategy for their learning programs
• Hold Quarterly business meetings to discuss agreed upon metrics and create strategies to ensure continued metric achievement
• Sell value add services that could be beneficial to the client and drive revenue growth
• Maintain positive NPS scores and survey responses
• Negotiate renewals with key stakeholders, legal and sales leadership

Verticals- Education, Government, Manufacturing, Construction, Healthcare, Technology, Libraries, Engineering

• Responsible for revenue retention for a group of 50-75 Mid market customers totaling 1-2 million dollars
• Develop strong rapport with key stakeholders and turn them into champions for our product
• Assist clients in aligning their training content with the overall goals and mission of their organization
• Assist with marketing of learning and development programs to end users
• Perform quarterly business reviews
• Act as liaison/PM between customers and cross-functional internal teams
• Identify upsell opportunities within existing client base
• Negotiate renewals and coordinate contract execution

• Answer incoming support calls, emails, and online chat requests with a goal of first contact resolution
• Create and maintain cases for all client interactions
• Lead Remote/Onsite client implementation and continuing education trainings
• Escalate technical issues to development and ensure timely resolution
• Test new modules for defects and bugs
• Document bugs in Jira and recommend resolutions to development team based on client requirements

Verticals- CPA's, Financial Advisors, Fortune 1000 Companies

• Attended and planned all conference participation
• Researched and selected marketing materials, signage and swag for the company
• Ensured timely delivery of all signage and marketing materials to and from all conferences during a back to back season of events
• Handled renewal for all existing client contracts
• Prospected fortune 1000 Investor relations departments and scheduled demo's for the sales manager

• Trained and mentored Level 1 answering service associates on finance/tax industry terminology and customer service techniques
• Reviewed support issue trends to improve processes and company outcomes
• Collaborated with upper management an internal department heads to improve customer service communication channels company-wide
• Took ownership of all escalation issues and project managed bug fixes or enhancements through to resolution

• Managed all office operations including scheduling, filing, vendor relations, accounts receivable and payable.
• Maintained and re-organized computer and physical filing systems
• Developed and maintained successful relationships with vendors, suppliers and contractors. Reduced business expenditures by negotiating contracts with vendors on a semi-annual basis
• Leveraged data and analytics to make informed decisions and drive business improvements