Derek Herman
Brainerd
Summary
I have worked a variety of jobs including marketing, sales, and customer success both in person and remotely for a SaaS company for 10 years. I also have plenty of experience with communication, writing, and managing.
Overview
17
17
years of professional experience
Work History
Customer Success Manager, Database and E-Learning Products
Infobase
07.2020 - 08.2024
- Act as a point of contact for current customers for onboarding implementation, ongoing needs, provide support for database and e-learning products, and maintain accurate account information
- Conduct outreach on targeted accounts while helping to boost value of resources and supply additional information on ways to promote usage, webinar schedules, and other engagement resources including designing and conducting tailored training sessions, webinars, and workshops for clients
- Partner with Business Development Executives around key accounts (at-risk, target accounts, VIPs) as well as upcoming renewals to initiate renewal process for each account as needed
- Mentor and coach new Customer Success Managers and Business Development Executives on effective customer engagement strategies, problem-solving techniques, and best practices in customer relationship management
- Maintain a 95% yearly retention rate with current customers on a nearly $2 million book of business
Lead Development Specialist, Solutions Consultant
Atomic Learning and Hoonuit
05.2014 - 07.2020
- Regularly exceeded company goal of cold calls/e-mails per week
- Met yearly sales goal of $100,000/year among small schools and districts
- Help with various marketing tasks. Developed new strategies for marketing and selling
- Completed many outbound business development tasks
Business Development Representative
Global EDGE
05.2013 - 12.2013
- Regularly exceeded company goal of 40 cold calls per day
- Averaged 50-60 cold calls daily to potential clients to raise awareness & develop relationships
- Consistently met sales goal of setting up 2 presentations per week. Helped with marketing of the company and services offered
Worker/Material Handler
Fulfillment Distribution Center
10.2007 - 05.2013
- Trained new employees
- Handled customer service. Worked with data entry and paperwork
- Packaged products and prepared them for shipping, loaded and unloaded trailers
- Production
Correspondent
Morrison County Record
05.2008 - 12.2012
- Wrote for special projects as well as the weekly paper when needed
Marketing Internship
Opportunity Manor, Inc.
06.2010 - 09.2010
- Developed slogans and catch phrases to promote organization
- Researched and wrote articles for newsletters
- Assisted with fundraisers and company events. Helped with setup of marketing plan
Education
B.S. degree - Marketing, English
Saint Cloud State University
Saint Cloud, Minnesota05.2011
Skills
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Revenue growth
- Training and mentoring
- Sales proficiency
- Customer onboarding
- Customer relationship management
- Problem resolution
- Negotiation and conflict resolution
- Teamwork and collaboration
- Multitasking Abilities
Accomplishments
- Achieved 90-95% customer retention by offering onboarding, problem solving, training, and ongoing support with accuracy and efficiency.
- Collaborated with marketing, sales, and customer success teams in the development of revenue generating plans.
Timeline
Customer Success Manager, Database and E-Learning Products
Infobase
07.2020 - 08.2024
Lead Development Specialist, Solutions Consultant
Atomic Learning and Hoonuit
05.2014 - 07.2020
Business Development Representative
Global EDGE
05.2013 - 12.2013
Marketing Internship
Opportunity Manor, Inc.
06.2010 - 09.2010
Correspondent
Morrison County Record
05.2008 - 12.2012
Worker/Material Handler
Fulfillment Distribution Center
10.2007 - 05.2013
B.S. degree - Marketing, English
Saint Cloud State University
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