Hi, I’m
Emily Archer
Customer Success Manager - Enterprise
Gilbert,AZ
Summary
Highly motivated and hard-working CSM & Sales Professional with a history of exceeding goals and delivering results. Proven track record of several promotional growth opportunities within the company. Demonstrated passion for impacting and improving the customer experience through the entire lifecycle journey.
Overview
10
years of professional experience
5
Certificates
Work History
6sense
Customer Success Manger
09.2022 - Current
Job overview
- Manage health, adoption, growth and renewal of up to 30 Mid-Market Accounts (Approx 2.5 million in annual revenue.)
- Serves as a strategic advisor on GTM strategy and motions, working closely with C-Level through Directors in Marketing, Sales and Ops orgs.
- Achieve 70+% retention overall, and 89+% retention based on product suite. #1 in retention on my team for 2023.
- Analyze and leverage data to show proof of concept and ROI on large-scale initiatives at executive level.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts and strategy building.
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards
ConnectAndSell
Customer Success Manager
6 2021 - 09.2022
Job overview
- Manage health, adoption, growth and renewal of up to 60 Mid-Market & Enterprise Accounts.
- Serves as the strategic advisor for sales team and conversation management
- Strategic advisor for sales and marketing orgs for building target lists and top of funnel strategy
- Achieved 125% retention and growth of accounts in Q1.
- Use data insights to track adoption, engagement, and results to improve customers' success and sales team performance.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
Sendoso
Customer Success Manager
02.2020 - 06.2021
Job overview
- Manage health, adoption, growth and renewal of up to 60 Mid-Market Accounts. Serves as the marketing and direct mail expert providing guidance to optimize results.
- Achieved 155% increase and growth in additional spend for Q4 through targeted expansion into existing accounts.
- Partner with key stakeholders to drive data-based results for demand generation, sales velocity, and virtual events.
- Use data insights to track adoption, engagement, and results to improve customers' success. Utilize data to paint a picture and challenge customers to optimize their Sendoso usage.
- Advocate for customers to drive process improvement internally within multiple departments.
Keap (formerly Infusionsoft, Inc.)
Service Design Consultant
04.2019 - 02.2020
Job overview
- Perform on a cross-functional team that is both customer-facing and internally design based to drive change and results for the company in relation to the sales and on-boarding customer journey. Partner with customers and provide guidance to design/develop a solution that meets their current and future needs.
- Design on-boarding packages and paths for incoming customers, including initial software on-boarding, as well as post-sale revenue generating services.
- Deliver world class on-boarding experiences in a customer-facing role, while capturing insights to drive change in improving customer experience.
- Manage a project team of 5-10 peers in driving customer growth. Project increased company's "Customer Value Metric" (measurement of customer success & retention) by 20%, driving on 30% overall increase by end of Q4.
- Perform as both a business and marketing consultant for customers. Identifying gaps in their business, giving and implementing software solutions in Keap/Infusionsoft products, as well as 3rd party sales and analytics tools to accomplish strategic goals of the customers.
- Maintain excellent communication with customers via Web Conferences, Phone Calls, and emails. Communicate clearly and concisely in person, via email & web conference with internal stakeholders, cross-departmentally, and with executive level management.
Keap (formerly Infusionsoft, Inc.)
Small Business Consultant - Account Executive
05.2018 - 04.2019
Job overview
- Consistently exceeded department goals & quota. Converting opportunities to wins at a rate of 40% (30% conversion expectation).
- Partner with the Sales Development team to handle inbound inquiries. Manage a large pipeline, and quickly close new business using a consultative, solutions-based approach (Challenger Selling). Build relationships and establish trust with prospects.
- Partner with small businesses to identify their gaps and needs and give real solutions, product recommendations & business recommendations.
- Give product demonstrations in person and via web conference with prospects & customers as needed. Ranging from 1-15 attendees. Show high product knowledge & aptitude, as well as knowledge of potential 3rd party sales and analytics tools to create a whole solution.
- Work cross-collaboratively with departments to test and bring new trainings and talk tracks to the sales floor. (Specifically in amended Challenger talk tracks for Sales Development & Sales Departments). This work helped lead to a 10% increase in overall conversion for the business.
- Consistently hitting goals, being able to effectively work with other departments on tests, and act as a leader to my peers to drive change resulted in a promotion to position of Service Design Consultant.
Keap (formerly Infusionsoft, Inc.)
Small Business Associate - Account Executive
03.2018 - 05.2018
Job overview
- Work in a dual role as Sales Development Specialist & Sales Consultant. Identify, prospect, develop and qualify leads. Quickly close new business using a consultative & solutions based selling approach (Challenger sale).
- Consistently exceeded department goals and quotas. 30% prospect to opportunity conversion (on goal of 20%) and 40% opportunity to win conversion (on goal of 30%).
- Partner with small business to identify gaps in their business and provide real time solutions and product recommendations. Additionally provide demonstrations to prospects as needed, showing product knowledge and aptitude.
- Consistent performance, and ability to lead team as a peer mentor resulted in promotion to position of Small Business Consultant.
Keap (formerly Infusionsoft, Inc.)
Senior Sales Development Representative
09.2017 - 03.2018
Job overview
- Consistently a top performer, exceeding quota with 150% attainment (includes prospect to opportunity conversion, and opportunity to win conversion)
- Identify, prospect, develop and qualify leads to be handed off to sales team. Handling upward of 150 prospects daily.
- Effectively follow-up with leads and manage pipelines and older databases. Foster relationships and communicate effectively by phone and email with prospects to engage conversations in relation to business solutions.
- Consistently exceeding both quota expectations and daily metrics (dials, call handles, conversion), as well as handling metric delivery to my team of peers resulted in a promotion to the position of Small Business Associate.
PayPal, Inc.
Customer Solutions Agent 3
05.2014 - 09.2017
Education
Highland HighschoolGilbert, AZ
High School Diploma
08.2006 - 05.2010
Northern Arizona UniversityFlagstaff, AZ
from Marketing
Skills
Sales and marketing
Customer Experience
Product and service knowledge
Process optimization
Consultative sales proficiency
Customer Account Management
Strategic Planning
Key accounts development
CRM Software
Microsoft Office Suite
Certification
ABM Certification, DemandBase
Timeline
6Sense Administrator Certification
03-2024
6Sense Next-Gen Sales
03-2024
6Sense Next-Gen Digital Advertiser
03-2024
6Sense Fundamentals of Next-Gen Marketing
03-2024
Customer Success Manger
6sense
09.2022 - Current
ABM Certification, DemandBase
03-2021
Customer Success Manager
Sendoso
02.2020 - 06.2021
Service Design Consultant
Keap (formerly Infusionsoft, Inc.)
04.2019 - 02.2020
Small Business Consultant - Account Executive
Keap (formerly Infusionsoft, Inc.)
05.2018 - 04.2019
Small Business Associate - Account Executive
Keap (formerly Infusionsoft, Inc.)
03.2018 - 05.2018
Senior Sales Development Representative
Keap (formerly Infusionsoft, Inc.)
09.2017 - 03.2018
Customer Solutions Agent 3
PayPal, Inc.
05.2014 - 09.2017
Highland Highschool
High School Diploma
08.2006 - 05.2010
Customer Success Manager
ConnectAndSell
6 2021 - 09.2022
Northern Arizona University
from Marketing