Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Farmer

Richardson,TX

Summary

Accomplished Senior Technical Account Manager at Asset Panda, adept in software development lifecycle and fostering customer relationships. Excelled in enhancing business processes, achieving sales targets, and providing exceptional technical support. Demonstrated leadership in product support and development, with a knack for problem-solving and collaboration, significantly contributing to revenue growth and customer retention.

Overview

9
9
years of professional experience

Work History

Senior Technical Account Manager

Asset Panda
02.2023 - Current
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Managed accounts to retain existing relationships and grow share of business.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
  • Conducted presentations to large groups during webinars and business review calls

Manager, Quality & Product Support

Asset Panda
05.2021 - 02.2023
  • Managed and coordinated new releases of product features and deployments.
  • Managed personnel by implementing company policies, procedures, work rules, and disciplinary action.
  • Evaluated employee performance and provided feedback and training as needed.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
  • Analyzed metrics to measure product performance.
  • Liaised with clients to better understand business needs and current market landscape.
  • Mentored local personnel on best practices and protocols to maximize productivity.

Administrative Support Coordinator

Toyota Lift Northwest
05.2020 - 05.2021
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Monitored front areas so that questions could be promptly addressed.

Customer Server Manager & Sales Support

Ritchie Bros. Auctioneers
09.2015 - 09.2019
  • Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
  • Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
  • Developed and maintained relationships with key accounts and existing customers.
  • Coordinated responses and resources to handle special client requests.
  • Developed working knowledge of CRM to effectively track sales leads and activities.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Created and reviewed invoices to confirm accuracy.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed daily appointments and meetings with consignors to set auction terms, format and timelines.
  • Provided potential buyers and sellers with comprehensive information on auction house, services and policies and procedures.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Trained new employees on customer service, money handling and organizing strategies.

Education

High School Diploma -

Riverside Poly High School
Riverside, CA

Skills

  • Software development lifecycle
  • Sales support
  • Service level agreements
  • Business process improvement
  • Retention strategies
  • Customer technical support
  • Problem-solving abilities
  • Collaboration with engineering
  • Sales cycle management
  • Product demonstrations
  • Product and service knowledge
  • Consultative sales

Timeline

Senior Technical Account Manager

Asset Panda
02.2023 - Current

Manager, Quality & Product Support

Asset Panda
05.2021 - 02.2023

Administrative Support Coordinator

Toyota Lift Northwest
05.2020 - 05.2021

Customer Server Manager & Sales Support

Ritchie Bros. Auctioneers
09.2015 - 09.2019

High School Diploma -

Riverside Poly High School

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Courtney Farmer