Chianti Walker
Dallas,Tx
Summary
Experienced and results oriented professional with a proven track record of success in client centric fields, managing multiple accounts, helping to drive revenue and reduce churn, and increase customer ROI by understanding their business objectives, and listening to and understanding their unique needs. Proven ability to improve customer satisfaction and build loyalty by developing strong relationships, and aiding clients in the achievement of their goals, with a demonstrated proficiency in solution based sales techniques.
Overview
7
7
years of professional experience
Work History
Strategic Client Success Manager
RealPage
07.2019 - 06.2022
- Awarded Client Success Manager of the Year, 2019.
- Managed relationship with our highest valued account across many different areas including but not limited to reseller partnership, marketing and product, and sales training.
- Managed entire post sales relationship including but not limited to product implementation, training, and customer renewal processes.
- Assisted customers with onboarding and product setup to foster successful adoption, usage, and return on investment.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional concerns and maintain satisfaction.
- Conducted formal business reviews with clients to assess usage to ensure tool was used in alignment with needs and benchmarks established during implementation, review product updates and other value added services, as well as business objectives.
- Handled negotiations and presented proposals to clients, in conjunction with renewals and upsell opportunities.
- Hosted status calls and ad hoc meetings with clients routinely in response to product inquiries, and to keep all parties abreast of changing environment and product updates to promote client satisfaction, and in furtherance of building strong relationships with key stakeholders to create brand loyalty.
- Tailored customer relationships by understanding and determining expected needs and goals, to find correct solutions, and drive desired outcomes utilizing platform reporting, dashboards, and metrics.
- Worked closely with other teams to identify expansion opportunities for assigned products and services for customers.
- Planned, articulated and executed client development strategies.
- Analyzed client data reports to proactively understand overall health and ascertain renewal risk, while assessing account trends and developing strategies for improvement.
- Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department, and regularly worked cross functionally with multiple departments to create solutions that solved client requests and issues.
- Utilized customer feedback to work closely with product, marketing and engineering departments to create product which aligned with needs of clients.
- Assisted clients with strategic processes and provided with necessary tools and information to achieve business objectives.
- Became trusted advisor by maintaining high level of understanding in regards to industry trends, legislation, compliance, and competitor activity.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Led process improvement and problem-solving efforts for standard procedures internally by creating business review and retention guidelines.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Client Success Manager
RealPage
05.2018 - 06.2019
- Total book of business valued at over $2 million.
- Managed entire post sales process for assigned clients; account base expands across several personas.
- Maintained 98% renewal rate.
- Increased book of business by over $200k in 6 months by encouraging clients to expand their subscription value.
- Handled the renewal process and negotiated with at risk clients.
- Developed business review and renewal process.
- Demonstrated knowledge and ability to communicate, at an in-depth level, product value and methodology.
- Owned and expanded strong, long-lasting relationships with the assigned portfolio of clients, developing a trusted advisor relationship with end-users, key stakeholders and executive sponsors.
- Understood clients’ organization and structure; knew the client’s business and how they used our products.
- Effectively tracked, recognized and predicted usage trends, as well as mitigate issues with clients.
- Performed onboarding of new clients, as well as ongoing training in product usage for existing clients.
- Assisted with high severity requests or issue escalations, as needed.
- Operated as the lead point of contact for any and all matters specific to assigned clients.
- Identified and fostered new business opportunities within client portfolio and collaborated with sales teams to ensure growth attainment.
- Acted as the voice of the customer in product innovation and participated in customer reach out efforts related to new product rollouts.
- Understood our competitive products, including their strengths and weaknesses.
Hybrid Account Executive
RealPage
02.2018 - 04.2018
- Combination of Closing New Logo/New Business Deals and Managing Existing Accounts.
- Presented products and solutions via online demonstrations to both prospective and existing clients.
- Drove continued product adoption amongst existing accounts with up-sell opportunities.
- New sales activities include the management of prospecting, qualifying, closing.
- Follow up on implementations associated with new product and service sales.
- Generated new sales and add-on sales revenue within a given territory and for named account listing.
- Held business reviews with existing clients to inform them of product updates, review usage and business objectives, to identify upsell opportunities.
- Methodically qualified, built, and managed an accurate sales funnel.
- Strategically attacked regional territory to close new business and grow existing accounts.
- Sold solutions with a consultative approach in a high energy environment.
- Consistently met sales quota.
Account Executive – New Business
RealPage
02.2017 - 01.2018
- On the sales floor by April, in only 9 months, YTD sales totaled over $250,000.
- Closed the most deals on the New Business team
- Highest attainment to quota on the New Business sales team.
- Presented products and solutions via online demonstrations.
- Owned the entire sales cycle, from beginning to end.
- Worked with other internal departments to ensure that clients needs are appropriately met.
- Made sure that clients were successfully implemented.
- Negotiated prices, terms of sales and service agreements.
- Set and achieved company defined sales goals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Fielded prospective customers' concerns by overcoming objections and finding appropriate solutions, to close deals.
Inside Sales Representative
Omnitracs
10.2016 - 01.2017
- Manage territory assignment and pipeline activity; participate in development of sales forecasting.
- Heavy prospecting of customers (phone, email, marketing campaigns, referrals, LinkedIn, etc.).
- Effectively present Omnitracs solutions either in person or by phone/internet.
- Develops a business plan and sales strategy for assigned sales territory that ensures tactical penetration and attainment of sales quota.
- Conduct demonstrations via online meeting portal with potential customers.
- Aggressively work the pipeline to consistently meet or exceed monthly, quarterly, and annual revenue quotas.
- Overachievement of quarterly sales quotas through selling to well qualified prospects and customers.
- Manage tight, organized sales processes with quality forecasting and operational performance.
- Serves as a focal point for customer services issue escalation and maintain high levels of customer satisfaction and loyalty with customers.
- Manages to detail regarding the account & contact information through the entire sales lifecycle process using salesforce.com.
- Maintains detailed account profiles and prepares sales and activity reports as required.
Business Development Representative
Omnitracs
05.2015 - 09.2016
- Outbound prospecting to organizations within the enterprise market, within a specific geographic region.
- Created methods and practices that enabled me to optimize output within my territory; these very practices were later disseminated among the team.
- Exceeded quota every month, quarter on the floor
- Built a book of business totaling $22 million, in less than a year.
- The 'Total Contract Value' generated from opportunities I created- closed won opportunities -, was $5.7 million, with revenue equaling $1.8 million.
Education
Economics -
Austin College
Sherman, TX01-2014
High School Diploma -
Seagoville High School
Dallas, TX01-2009
Skills
- Experienced with CRM tools and software
- Proficient in Microsoft Office programs
- Presentation skills
- Client onboarding and training oversight
- Customer service and support
- Customer retention and risk mitigation
- Written and verbal communication
- Negotiation
- Problem solving and analytical reasoning
- Account Management
Timeline
Strategic Client Success Manager
RealPage
07.2019 - 06.2022
Client Success Manager
RealPage
05.2018 - 06.2019
Hybrid Account Executive
RealPage
02.2018 - 04.2018
Account Executive – New Business
RealPage
02.2017 - 01.2018
Inside Sales Representative
Omnitracs
10.2016 - 01.2017
Business Development Representative
Omnitracs
05.2015 - 09.2016
Economics -
Austin College
High School Diploma -
Seagoville High School
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