Emily Matlock
Olathe,KS
Summary
Seasoned customer success professional with proven track record in driving customer retention. Strong background in developing strategies for implementation, retention and reducing churn. Passionate about fostering team collaboration, and building and scaling customer success teams. Skills include data analysis, strategic planning, cross-functional leadership, and problem-solving ability.
Overview
17
17
years of professional experience
Work History
MANAGER, MERCHANT SUCCESS
Loop Returns
Columbus, OH
01.2021 - 08.2024
- Actively supervised and manage remote team of Onboarding Specialists and Merchant Success Managers to drive adoption, deliver value, increase retention and expansion, and reduce churn
- Establish and manage KPIs – reporting on KPIs and key metrics on a weekly, monthly and quarterly basis
- Analyze key drivers of onboarding churn, delays, and effort to make recommendations for improvement
- Work cross-departmentally with sales, product, engineering, and marketing to improve client retention
- Evaluate team capacity and assign projects to meet business needs
- Increased project completion by 65% - setting a record for completed implementation
- Generated a 41% increased the amount of revenue launched
- Implemented Customer Effort Score (CES) to obtain and action feedback from merchants
- Coordinated cross-functional teams to ensure seamless execution of strategies to improve onboarding process
- Successfully integrated Pendo software into product, providing on-demand instruction to merchants within the product.
- Interviewed, hired, and trained entire team of onboarding specialist with a 100% engagement score from CultureAmp
- Established email marketing campaign to automated touch points for stalled projects.
- Monitored KPIs related to customer satisfaction, loyalty, retention, and usage metrics.
DIRECTOR – CLIENT RELATIONS
Validity Screening Solutions
Overland Park, Kansas
01.2015 - 01.2021
- Actively supervised and operationally managed Account Management, Client Relations, and Onboarding departments to ensure maximum client success, satisfaction, and loyalty
- Strategized revenue growth programs to maximize spend with existing customers
- Hired, coached, and trained account management team to foster relationships, cultivate loyalty, and generate revenue through expansions and upsells
- Conducted and attended large client presentations to discuss service, demonstrate company value, and increase revenue with existing client base
- Implemented Net Promoter Score (NPS) program and maintained an average NPS score of 79
- Implemented online chat system to decrease call volume and improve client service
- Designed email survey to actively measure client satisfaction – maintained 97% client satisfaction over three years
- Improved customer service with the development and implementation of a company Client Service Program, establishing service standards and benchmarks
- Conducted focus groups with key accounts to obtain feedback and develop new initiatives to improve client retention and overall account growth.
CLIENT ONBOARDING EXECUTIVE
Validity Screening Solutions
Overland Park, Kansas
01.2014 - 01.2015
- Managed onboarding department to maximize the success of all new clients
- Performed account set up, customization, and successful onboarding for new accounts
- Oversaw the new client journey from adoption, training, to initial invoice
- Designed and implemented a task workflow to increase efficiency and decrease errors department wide
- Managed ongoing projects to continue to maximize the efficiency of the team, and increase the success of all new clients.
PROJECT MANAGER
Service Management Group
Kansas City, Missouri
01.2013 - 01.2013
- Served as main contact for high revenue restaurant and retail clients
- Coordinated and managed multiple data consulting projects, maintaining internal and external timelines
- Continuously monitored project financials and tracked budgets
- Worked interdepartmentally to ensure deliverables were on time and accurate
- Developed insights and actionable recommendations, and presented to C-level executives
- Coordinated internal teams for research and data analysis.
ACCOUNT MANAGER
Family Features Editorial Syndicate
Mission, Kansas
01.2012 - 01.2013
- Successfully managed over 100 projects per year from start of production through completion with deliverables
- Exceeded annual sales goal of 1.6 million
- Regularly traveled to client meetings to present and generate new sales opportunities
- Assisted in development of sales strategies to target new clients
- Continuously monitor project results to ensure quality and deliverables.
ASSOCIATE ACCOUNT MANAGER
Family Features Editorial Syndicate
Mission, Kansas
01.2011 - 01.2012
- Managed over 350 client accounts
- Traveled to client meetings to build relationships and generate new sales opportunities
- Researched and prospected for potential clients
- Assisted clients with reporting questions and understanding results
- Assisted sales team in preparing client reports, proposals, and marketing materials.
BUSINESS DEVELOPMENT EXECUTIVE
Validity Screening Solutions
Overland Park, Kansas
01.2010 - 01.2011
- Developed new business and increased revenue
- Exceeded all required monthly quotas
- Responded to and created all Request for Proposals (RFP) to generate new business
- Coordinated and managed ongoing projects to assist in the sales process
- Attended and exhibited annual conferences to promote sales and create new partnerships.
ACCOUNT EXECUTIVE
Validity Screening Solutions
Overland Park, Kansas
01.2008 - 01.2010
- Successfully managed over 500 accounts and client relationships
- Managed new client orientation process to ensure successful client implementation process
- Exceeded all required monthly sales quotas, cross-selling to assigned accounts
- Assisted in training all new employees across departments.
Education
BACHELOR OF ARTS - Journalism and Mass Communications
Kansas State University
01.2008
Skills
- Onboarding and Implementation
- Relationship Management
- Account Expansion & Retention
- Team Leadership
- Hiring and Training
- Project Planning & Management
- Improving Efficiency
- KPI Management
- Data Analysis
- Strategic Planning
- Performance Evaluations
- Cross-Functional Teamwork
Extra
PATRIOTIC EMPLOYER AWARD, The Employer Support of the Guard and Reserve, 2017
Volunteer Experience
- Olathe Public Schools, 2017-01-01, 2022-01-01
- Unbound, 2014-01-01, 2017-01-01
Timeline
MANAGER, MERCHANT SUCCESS
Loop Returns
01.2021 - 08.2024
DIRECTOR – CLIENT RELATIONS
Validity Screening Solutions
01.2015 - 01.2021
CLIENT ONBOARDING EXECUTIVE
Validity Screening Solutions
01.2014 - 01.2015
PROJECT MANAGER
Service Management Group
01.2013 - 01.2013
ACCOUNT MANAGER
Family Features Editorial Syndicate
01.2012 - 01.2013
ASSOCIATE ACCOUNT MANAGER
Family Features Editorial Syndicate
01.2011 - 01.2012
BUSINESS DEVELOPMENT EXECUTIVE
Validity Screening Solutions
01.2010 - 01.2011
ACCOUNT EXECUTIVE
Validity Screening Solutions
01.2008 - 01.2010
BACHELOR OF ARTS - Journalism and Mass Communications
Kansas State University
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