Courtney Bonham

• Managed and trained a high-performing team of customer success managers, driving excellence in service delivery and yielding a 15% increase in client satisfaction ratings, while overseeing a $47M budget
• Generated weekly PowerPoints to review churn, forecast outcomes, and strategize renewals with executive leadership, contributing to a 22% reduction in churn and a 17% increase in renewal rates
• Recruited, supervised, and coached 14 employees and a supervisor across Mid-Market and Enterprise teams on products and strategies, which optimized performance, drove growth, and improved performance metrics
• Facilitated regular one-on-one meetings with team members and supervisor, and steered a '30-day no-touch' account management strategy to ensure Customer Success Managers actively engaged assigned accounts every 30 days or less to maintain high-touch interactions and drive customer satisfaction
• Established planning objectives for projects by identifying key issues, devising effective approaches, and defining performance metrics, which elevated project success and completion rates
• Maintained an up-to-date knowledge of competitor products and pricing in the maker services industry, which informed strategic decision-making and contributed to a 9% increase in market share
• Facilitated inter-departmental communication to streamline customer success efforts, enhancing cross-departmental collaboration metrics
• Developed and presented quarterly financial reports to senior management, identifying cost-saving opportunities that resulted in a 10% reduction in departmental expenses
• Compiled detailed financial reports for budget analysis and forecasting purposes.
• Created detailed reports on catering services provided, including budget analysis and performance metrics.
• Created monthly financial reports for executive team, including detailed budget analysis and variance explanations.
• Performed budget analysis, forecasting and reconciliation of regional accounts.
• Streamlined the budget forecasting process by integrating AI-driven predictive analytics, increasing forecast accuracy by 20% and enhancing decision-making capabilities
• Galvanized and led a top-performing 14-member customer success team across the US and Canada, proactively addressing critical inter-departmental escalations which bolstered customer retention and satisfaction rates by 20%
• Delivered accurate, targeted, and timely performance for CSMs, yielding a 25% increase in individual performance metrics
• Crafted and executed personalized customer success plans for each enterprise client, including discovery, commitment, customization, onboarding, product launch, and future innovation, boosting client retention and upselling opportunities
• Collaborated on future forecasting and retention strategies to help establish robust planning objectives, contributing to a 13% increase in forecast accuracy and a 15% churn reduction
• Fostered an innovative, efficient culture, driving continuous improvement initiatives and implementing metrics to deliver world-class customer service
• Cultivated and built highly empathetic client relationships, earning a reputation for exceeding service standard goals, and achieving a sizable uptick in customer satisfaction
• Conducted detailed research on emerging technologies to identify potential cost savings or operational improvements for clients.
• Authored clear documentation outlining system architecture designs and processes for internal teams as well as external stakeholders.
• Identified opportunities to leverage existing resources more effectively while minimizing costs associated with new investments.
• Facilitated training sessions and workshops with end users to ensure successful adoption of new technology platforms.
• Created detailed reports on the status of projects, including budget analysis.
• Generated reports summarizing key performance indicators such as sales volume, budget analysis and forecast projections.
• Created detailed reports outlining project status, risks, issues, budget analysis, resource utilization and timeline updates.
• Prepared monthly financial reports for management review that included budget analysis, forecasts and variance explanations.
• Compiled financial information into reports for budget analysis and forecasting activities in support of program objectives.
• Created reports detailing financial performance, cash flow and budget analysis.
• Performed variance analysis on actual vs. budgeted expenses.
• Assisted in planning budget allocations for upcoming campaigns based on historical data analysis.
• Created detailed financial reports with analysis on budget variances and project costs.

⦁ Played a pivotal role in introducing innovative initiatives to customers, effectively managing a portfolio of >100+ accounts, and ensuring high levels of customer satisfaction. Facilitated onsite comprehensive customer training sessions on the Manager system and content delivery, fostering solid client relationships to interpret customer needs.
⦁ Monitored and resolved billing discrepancies using Sass Optics and meticulous contract documentation, overseeing and ensuring financial accuracy.
Professional Experience Continued:

⦁ Partnered with the sales team to investigate and address problematic amendments, identify upselling opportunities, and secure renewals.
⦁ Collaborated with Product Marketing to ensure effective communication of product value and workflows to customers with each product release.
⦁ Demonstrated expertise in the Government sector, navigating regulations and procedures to meet customer requirements.
⦁ Executed quarterly business reviews and service reviews driving accountability and continuous improvement.

• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.

• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

• Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
• Developed targeted marketing campaigns to attract new clients, resulting in increased revenue and business growth.
• Targeted accounts at senior and executive levels and secured funding for future initiatives.
• Analyzed economic indicators to develop informed forecasts on market changes, advising clients accordingly for strategic decision-making purposes.
• Improved client financial strategies by conducting comprehensive assessments and recommending tailored solutions.
• Negotiated favorable terms for clients on various financial products, such as loans or insurance policies.
• Mentored junior consultants, sharing expertise in financial planning techniques and best practices for client success.
• Developed new business opportunities by networking, attending industry events, and delivering exceptional service to existing clients.