Clarissa Sheehan
Austin,TX
Summary
Results-driven and tenacious Customer Success and Sales Professional with a proven track record of excelling in account acquisition and retention. Leveraging a strategic mindset and strong interpersonal skills, I specialize in building and maintaining long-lasting relationships with clients to drive revenue growth and maximize customer satisfaction. My expertise lies in developing tailored, scalable solutions that address client pain points, leading to increased customer loyalty and retention rates. Known for my proactive approach and ability to exceed sales targets, I'm adept at identifying upsell & cross-selling opportunities, as well as working cross-functionally with other teams to ensure a seamless customer experience.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Tackle
02.2023 - 08.2023
- Managed over 120 clients within Tackle's Emerging segment, proactively addressing concerns and providing tailored solutions.
- Successfully resolved escalated issues, preventing potential loss of valuable clients and maintaining positive relationships with all parties involved.
- Streamlined internal processes for better efficiency in account management tasks.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
Account Manager - Customer Retention
Tackle
10.2022 - 02.2023
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Managed largest segment of renewal opportunities by volume at Tackle, on average 25-30 per quarter.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Coordinated cross-departmental efforts to execute successful support and renewal campaigns for Tackle's Emerging segment.
Customer Success Manager
Contentstack
02.2021 - 06.2022
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates
- Delivered expert project management for customers during each phase: design, implementation, deployment, and renewal.
- Managed renewals and customer expansions with ~ 123% Net Revenue Retention (NRR) and zero churn.
- Facilitated Quarterly Business Reviews, and Business Value Assessments for customers.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies; utilized internally and with clients.
- Created customer support strategies and materials to increase customer retention.
- Monitored metrics for customers and worked to help them improve efficiency and performance.
- Simultaneous oversight of customers located in North America, Europe, and Australia.
Sales Development Representative
Contentstack
06.2019 - 01.2021
- Built and managed sales pipeline to maintain high volume of activity, averaging 150 touch points per day.
- Played key role in updating sales strategies and marketing channels to increase overall profitability.
- Operated on monthly quota; best month hitting 225% of quota.
- Used consultative sales approach to understand customer needs and recommend growth options.
- Prepared and implemented strategic growth plans, based on company goals and expectations.
- Increased sales leads by implementing targeted outreach strategies and personalized followups.
- Utilized Salesforce, Outreach, DocSend, and ZoomInfo to manage sensitive client information and profiles.
Sales Operations Manager
Cardinal Capital Solutions
10.2016 - 05.2019
- Trained 50+ newly hired life and health agents in core competencies, ethical sales techniques, client consultation process and start to finish policy writing.
- Assisted in the development and execution of successful marketing campaigns, increasing brand awareness and generating leads.
- Played integral role in launching new products successfully to market, through targeted sales efforts and promotional activities.
- Created and led sales promotions and advertising strategies to boost profits and bring in new customers.
- Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency gains.
Education
Bachelor of Arts - Political Science And Government
Southwestern University
Georgetown, TX12.2019
High School Diploma -
Westwood High School
Austin, TX05.2014
Skills
- Client Relations
- Sales & Negotiation
- Strategic Planning
- Project Management
- Retention Strategy
- Process Improvement
Timeline
Customer Success Manager
Tackle
02.2023 - 08.2023
Account Manager - Customer Retention
Tackle
10.2022 - 02.2023
Customer Success Manager
Contentstack
02.2021 - 06.2022
Sales Development Representative
Contentstack
06.2019 - 01.2021
Sales Operations Manager
Cardinal Capital Solutions
10.2016 - 05.2019
Bachelor of Arts - Political Science And Government
Southwestern University
High School Diploma -
Westwood High School
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