Ella Klancic

• Maintained a 130% Net Retention Rate and zero logo losses under my purview.
• Up-leveled the team of account managers through coaching and hiring.
• Identified opportunities to improve business process flows and productivity.
• Initiated strategy and developed playbooks to drive company growth and increase market share and profitability.
• Established and maintained strong relationships with high-value customers.
• Founded performance- and merit-based evaluation system to assess staff performance.
• Increased company growth through collaboration with sales and marketing departments.
• Collaborated with senior management to develop strategic initiatives and long term goals.

Director, Customer Success: December 2021 - October 2023

Responsible for the success and growth of the Customer Success team

• Managed a team of 20+ customer success managers and 2+ supervisors, providing guidance and direction to ensure customercentric solutions were delivered
• Effectively managed our critical account program to nurture customers back to good standing through proven strategies and strong customer relationships
• Collaborated with sales, product, marketing, and support to ensure customer issues were addressed quickly
• Regularly monitored customer success metrics and tracked progress to ensure customer success goals were met
• Analyzed customer feedback and usage data to identify opportunities for product development and improvements
• Established and nourished a strong and positive team culture
• Employed strong governance over a high-touch and white-glove engagement model to ensure the success of our customers
• Successfully coached CSMs on identifying opportunity for expansion within their book of business
• Developed and implemented customer success strategies to maximize customer satisfaction and retention

Director, Strategic Account Management, Brandify (Acquired by SOCi, Inc.): April 2021 - December 2021

• Managed a team of 8 Strategic Account Managers to ensure sales quotas and customer satisfaction goals were met
• Managed a book of business over $3M and exceeded expansion quota while leading a team of 10 account managers
• Established and maintained relationships with key customers and stakeholders
• Cultivated job expectations of new director position
• Transition to SOCi, Inc. once Brandify was acquired
• Developed rate card for Brandify services post-acquisition

Strategic Account Manager, Brandify (Acquired by SOCi, Inc.): February 2019 - April 2021

• Effectively managed a book of business of over $3M in annual revenue which consisted of around 25 unique accounts
• Maintained and grew annual recurring revenue through strategic account planning and developing strong customer relationships
• Delivered impactful business reviews to top-level leadership to drive the success of the partnership and the value of the Brandify partnership
• Analyzed customer data and identified trends to develop strategies to increase sales and market share
• Negotiated pricing and contracts to ensure optimal outcomes for the company and clients
• Monitored customer feedback and addressed issues quickly and efficiently

• Strategically managed a sales pipeline with a successful track record of negotiation and closing new business
• Skillfully prepared and delivered presentations and sales demos on products and services to prospective clients 
• Consistently exceeded sales goals with 136% to quota 
• Utilized CRM systems to track sales activity, customer data, and sales results

• Initiated and closed sales for the leading home design and remodeling platform by providing business owners with a consultative sales approach by assessing their business needs and building a customized advertising campaign
• Maintained and built a consistent pipeline via prospecting warm leads, cold calling, and email outreach
• Consistently exceeded sales goals with 127% to quota, 111% to goal, and 20% above revenue goal

Account Manager: June 2015 - October 2016

Client-facing account manager of $4MM territory for 5 Account Executive encompassing 33 accounts to ensure all campaigns met client expectations and upsell when available

Sales Planner: July 2014 - June 2015

Worked closely with sales and operations teams to respond to RFPs and craft custom proposals to drive revenue for the Central Division

Co-Op Advertising Specialist: September 2013 - July 2014

Managed over 850 affiliate and direct dealers enrolled in the Co-Op Advertising Program

Account Manager: August 2011 - September 2013

Consulted 170+ clients in the Atlanta and Chattanooga direct markets on vehicle merchandising, online brand reputation management, and social media marketing