DARYL FLOWERS
Middle River,Maryland
Summary
Technical Account Manager with more than 9 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
9
9
years of professional experience
Work History
Technical Account Manager
SessionM
Middle River, MD
2021.02 - 2024.05
- Enhanced customer retention by 10% by driving successful outcomes, including value realization and growth
- Guided a pipeline of 5 subscription renewals, directly maintaining a positive customer health and NPS Score of 8
- Resolved API issues, resulting in a 25% reduction in API downtime and a 15% increase in overall API reliability
- Cultivated relationships with 5 customers through ongoing communication, impacting a 5% increase in customer loyalty and retention
- Lead product adoption across 5 organizations, by leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects, leading to a 10% increase in user engagement.
Senior Technical Account Manager
Axonius
Washington, DC
2020.02 - 2020.11
- Oversaw customer retention by 10% by fostering relationships through regular communication and quarterly meetings
- Analyzed customer usage to understand and drive adoption throughout organization
- Individualized Axonius' products, leading to a 10% improvement in customer satisfaction through guidance and support.
Technical Account Manager
Qualys
Washington, DC
2015.12 - 2020.02
- Primary contact for post-sales activities for 25 accounts, operating as client's trusted partner for Qualys Solutions, creating customer value and ensuring customer success and satisfaction
- Achieved a 15% increase in on-time subscription renewals by managing the renewal pipeline and maintaining high customer satisfaction
- Facilitated the onboarding of 15 new accounts, ensuring a seamless transition and optimal customer satisfaction
- Developed retention plans for customers, resulting in a 15% increase in subscription renewals and a 10% increase in upsell opportunities
- Established trusted advisor for 20 key accounts, directly influencing a 20% increase in customer satisfaction
- Directed Customer Success Plans for 15 accounts, leading to a 25% increase in strategic goal achievement
- Retained 95% book of business by socializing and evangelize the value of Qualys to client stakeholders to generate excitement and secure renewal / expansion.
Education
Bachelors of Science - Information Science & Systems
Morgan State University
Baltimore, MDSkills
RestFul APIs
Timeline
Technical Account Manager
SessionM
2021.02 - 2024.05
Senior Technical Account Manager
Axonius
2020.02 - 2020.11
Technical Account Manager
Qualys
2015.12 - 2020.02
Bachelors of Science - Information Science & Systems
Morgan State University