Darla Kollar
Little Elm,Texas
Summary
Resourceful and Customer-centric professional with rich experience in driving client satisfaction and loyalty by cultivating lasting relationships with top-tier enterprise clients across B2B SaaS financial technology sectors. Excel at comprehending customer needs and delivering tailored solutions to ensure optimal product adoption and value realization. Track record of managing key accounts, expanding cross-sell opportunities, and achieving high customer retention rates. Proficient in resolving client issues and escalations, aimed at driving recurring revenue while serving as bridge between customers and product teams. Ability to coach and mentor teams, spearheading initiatives that foster growth, ensuring delivery of unparalleled service to clientele.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Enterprise Account Manager/Team Leader
Trust Engine (Mortgage Coach/ Sales Boomerang)
Frisco, TX
01.2021 - 01.2023
- Developed and implemented strategies to acquire new customers and maintain existing customer relationships.
- Ensured accurate data entry into CRM system regarding all account activity including contacts, opportunities and forecasts.
- Established long-term relationships with key decision makers.
- Maintained high levels of customer satisfaction by providing prompt responses to inquiries and issues.
- Collaborated effectively with cross-functional teams such as marketing, engineering, finance, operations for successful delivery of projects, products, services according to customer specifications.
- Worked closely with internal stakeholders during contract negotiations or renewals process to ensure compliance with company policies and procedures while meeting customer expectations.
Customer Success Manager
Stack Sports
Frisco, TX
01.2017 - 01.2018
- Collaborated with cross-functional teams, channeling customer feedback to refine SaaS, resulting in improved product usability and satisfaction.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
Sr. Customer Success Manager
Optimal Blue
Plano, TX
01.2013 - 01.2017
- Coached and integrated new customers, offering continuous technical support, resulting in accelerated onboarding, reduced user issues, and reinforced brand image.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
- Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Drove customer escalations to resolution by engaging directly with clients.
GreenDot Direct
Frisco, TX
Unprime Securities
Dallas, TX
Skills
- Relationship Building
- Strategic Account Planning
- Onboarding & Training
- Cross-selling/Up-selling
- Retention Strategies
- Customer Health Monitoring
- Escalation Management
- Upselling strategies
- Product Adoption
- Contract Negotiation
- Performance Metrics Analysis
- Customer Advocacy & Loyalty
Certification
Sales Training Certification, MEDDPICC, EXP 01/01/27
Timeline
Sr. Enterprise Account Manager/Team Leader
Trust Engine (Mortgage Coach/ Sales Boomerang)
01.2021 - 01.2023
Customer Success Manager
Stack Sports
01.2017 - 01.2018
Sr. Customer Success Manager
Optimal Blue
01.2013 - 01.2017
GreenDot Direct
Unprime Securities
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