Summary
Overview
Work History
Education
Skills
Timeline
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Colten Carver

Lehi,UT

Summary

Results-oriented Customer Success Manager skilled in conflict resolution and persuasive communication. Proficient in quality assurance and training to optimize team performance. Detail-oriented and reliable with a strong focus on managing processes and meeting deadlines.

Overview

9
9
years of professional experience

Work History

Senior Customer Success Manager

ZoomInfo
Lehi, UT
11.2021 - Current
  • Our pod consistently delivers impressive results, averaging a 119% Gross Annual Recurring Revenue (GARR) and achieving a 105% renewal rate. This performance reflects our team's effectiveness in driving client success and ensuring high levels of satisfaction and retention. By closely managing relationships and proactively addressing client needs, we not only met, but exceeded, our revenue and renewal targets.
  • I manage $8.5 million in Annual Recurring Revenue (ARR) and work strategically with major accounts such as FedEx, Hitachi Vantara, PayPal, Skillsoft, and Epicor to drive value and ensure their success with our solutions.
  • Specialized in working with Strategic Accounts to drive the adoption of our platform and maximize value. I focus on understanding each client's unique needs and ensuring they leverage our tools effectively.
  • Collaborated with MPOCs and leadership to develop bespoke strategies for upselling and cross-selling products or services.
  • Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
  • Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
  • Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.

Sr. Customer Success Manager - National Accounts

DealerSocket
Draper, UT
01.2017 - Current
  • I was Customer Success Manager for the Penske Automotive Group East Region (PAG East), who is DealerSocket's largest client and the second largest automotive group in the nation
  • Key focus is retention, where we've consistently retained 97% of our monthly recurring revenue while increasing our book of business through white space opportunities.
  • Played a key role in re-signing that transitioned PAG from month-to-month to a three-year contract with an uplift.
  • Facilitate relationship between Dealersocket and PAG Corporate, and Dealerships.
  • Main point of contact for VP of East Region and Marketing Director, Area VPs within Region, CRM Management Team, Digital Directors, and GMs of dealerships.
  • Organize and lead quarterly Partnership Meetings with PAG Executive Team.
  • The main goal is to ensure visions for PAG East aligned appropriately with DealerSocket's.
  • Implemented and onboarded dozens of new clients onto CRM software.
  • This included meeting with owners, CEOs, as well as all levels of management.
  • Provided needed training while delivering a positive experience for new customers.

Account Manager

Ken Garff Automotive/Kornerstone Administrative Services
Salt Lake City, UT
12.2015 - 12.2016
  • Responsible for revenue production and support for 130 clients.
  • Accounts represented $22M a year in insurance products sales
  • In addition to revenue, was responsible for $10.1MM of claims/processed a year
  • Revenue production increased by 22% over my tenure.
  • Extensive use of Excel, PowerPoint, and Word created a variety of very effective tracking reports.
  • Daily and weekly sales reports, forecasting, and financial statements.

Education

Bachelor of Science - Strategic Communication, Department of Communication

University of Utah
Salt Lake City, UT
12.2015

Skills

  • Software Implementation
  • Data-driven decision-making
  • Upselling strategies
  • Relationship Management
  • Strategic Planning
  • Client Relations
  • Customer Relationship Building
  • Strategic communications
  • Training and mentoring
  • Email campaigns
  • Customer Satisfaction

Timeline

Senior Customer Success Manager

ZoomInfo
11.2021 - Current

Sr. Customer Success Manager - National Accounts

DealerSocket
01.2017 - Current

Account Manager

Ken Garff Automotive/Kornerstone Administrative Services
12.2015 - 12.2016

Bachelor of Science - Strategic Communication, Department of Communication

University of Utah

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Colten Carver