Courtland Walls
Lexington,SC
Summary
Client Success and Quality Control leader with 12+ years of experience improving client retention, service quality, and overall customer experience. Skilled in gathering and acting on customer feedback (surveys, NPS, and client check-ins) to strengthen relationships and reduce churn. Experienced in building clear processes, maintaining quality standards, and reporting on performance and client health. Strong collaborator who works across teams to resolve issues quickly and ensure consistent, high-quality service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Performance Consultant
Accenture
Atlanta, GA
05.2023 - Current
- As part of a small team performance consultants, I leverage data and marketing trends to optimize and scale digital marketing campaigns for advertisers on the Pinterest platform. Acting as data storytellers, we provide actionable insights that refine and elevate go-to-market strategies.
- Process standardization and SOP documentation creating
- Conducting surveys, case studies, and interviews gathering insights on the state of business for sales leadership
- During Q4 2024, I created a process that resulted in my sales team generating an additional $280k in revenue in a 2 month period
- Developed dynamic Salesforce dashboards, streamlining reporting processes and enabling real-time insights that improved decision-making.
- Analyzed data to identify optimization opportunities across various processes
Customer Success Manager
Twilio
Atlanta, GA
05.2020 - 12.2022
- Responsible for ensuring a seamless transition for customers as they become active users on the Twilio Segment Platform, with a focus on fostering customer loyalty and building strong, long-term relationships. I developed and delivered customized success road maps to drive product adoption and maximize ongoing platform usage, prioritizing customer satisfaction and retention.
- Collaborated with Solutions Architects and Success Engineers to optimize implementations. and address technical challenges
- Supported account managers during account renewals, identifying opportunities for account expansion, and align customer growth objectives with key platform features
- Improved the relationship between the CS and PgM team
Partner Development Manager
Cloudreach
Atlanta, GA
06.2019 - 05.2020
- Generated $3.5 million in eARR through prospecting for new opportunities and converting inbound leads
- Led my team consistently during Q4, 2021 in opportunity creation finishing out at 105%
- Was first point of contact for resellers in USA and EMEA looking to join our partner program
- Worked with the marketing team on promotional campaigns and events to connect with partners
- Identified new opportunities from inbound leads, prospecting efforts within my territory, and securing renewals
- Collaborated with sales representatives to ensure all potential opportunities are properly vetted by building quotes, requesting pricing from our channel partners and distributors, and ensuring the end users received detailed quotes.
Enterprise Sales Representative
Akamai Technologies
Atlanta, GA
02.2018 - 06.2019
- Identified net new or expansion opportunities
- Managed sales pipeline alongside my account managers
- Updated leads and prospect activity in Salesforce to optimize sales and marketing processes
- Collaborated sales leadership and marketing team to position our technology solutions to a varied audience
- Assisted with managing client relations, providing support for my account managers with meetings, account hygiene, and nurturing top-of-funnel pipeline
Inside Sales Associate
Veeam Software
Atlanta, GA
05.2017 - 02.2018
- Proactively identified and pursued sales opportunities within my assigned territory through outbound calls, emails, and follow-ups on qualified leads.
- Worked closely with Veeam partners and resellers—arranging joint calls, coordinating sales activities, and supporting partners in closing deals.
- Delivered compelling presentations and product demos, tailoring Veeam’s solutions to address unique customer needs and challenges.
- Built and maintained a robust sales pipeline by tracking all activities and opportunities in Salesforce.com, ensuring accurate forecasting and reporting.
- Strategically expanded Veeam’s presence by targeting new accounts, nurturing existing relationships, and leveraging partner networks.
- Consistently met and exceeded your individual and team sales targets
- Gathered and relayed valuable customer feedback to internal teams, helping shape future product development and sales strategies.
Customer Success Manager
Veeam Software
03.2016 - 05.2017
- Responsible for achieving Quota tied to territory Renewal and Expansion goals
- Effectively managed renewals ensuring growth of all contracts in assigned territory
- Proactively monitored the funnel of expiring agreements in timely manner to ensure the continuation of assigned customers on maintenance agreements
- Efficiently handled customer and partner inquiries related to quotes, pricing, co-terming, up selling and reinstatement of maintenance contracts
- Worked cross functionally with Sales and others to ensure customer retention, prepare NSQ's
- Focused on customer retention, renewal rate, NPS scores
- Managed inbound Renewal inquiries
Data entry Team Lead
Teaming Solutions
Atlanta, GA
07.2013 - 08.2014
- Tasked with ensuring all data entered was accurate and acted as the liaison between management and data entry team
- Managed help desk ticketing system, responded to client tickets, and resolved low level - medium issues
- Created Microsoft SharePoint site for the the team and was responsible for transferring all documentation to the site
- Developed strategies for better data entry efficiency leading to increase in team performance.
- Implemented process improvements, enhancing workflow efficiency and reducing operational bottlenecks.
Education
B.A. - Business Management
Morehouse College
Atlanta, GASkills
- Sales & Business Consulting
- Data Analysis
- Customer Success
- Salesforce
- Process Improvement
- Digital Marketing
Certification
ECBA, 2026 In Progress
Timeline
Performance Consultant
Accenture
05.2023 - Current
Customer Success Manager
Twilio
05.2020 - 12.2022
Partner Development Manager
Cloudreach
06.2019 - 05.2020
Enterprise Sales Representative
Akamai Technologies
02.2018 - 06.2019
Inside Sales Associate
Veeam Software
05.2017 - 02.2018
Customer Success Manager
Veeam Software
03.2016 - 05.2017
Data entry Team Lead
Teaming Solutions
07.2013 - 08.2014
B.A. - Business Management
Morehouse College