Eric Waguespack
New Orleans,LA
Summary
Experienced Customer Success Manager with a demonstrated history of retaining and growing customer accounts. Experienced in relationship development with C-Suite and Senior Executive decision makers. Proactive problem solver with over four years of experience in anticipating client needs.
Overview
8
8
years of professional experience
Work History
Customer Success Manager - Enterprise Accounts
Birdeye
03.2023 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Played primary role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key leaders across multiple departments, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Coordinated with team members from multiple departments to help ensure client needs were always at the forefront for all internal groups
- Traveled multiple times per quarter to develop relationships with clients in person
- Managed accounts ranging from $85,000 to $250,000 ARR
- 2023 Achievements: 100% GRR and 115.5% NRR
- 2024 Achievements: 100% GRR and 114.3% NRR
Customer Success Manager - Strategic Accounts
Mediafly / ExecVision
11.2020 - 03.2023
- Maintain relationships with C-Suite and Executive level leaders to establish a thorough understanding of their business needs and how our products and services can impact their success metrics
- Identify and quantify key metrics of value; Increasing ROI for my customers through the meaningful adoption of appropriate features and best practices
- Responsible for renewing and growing existing accounts, working with account executives on account plans and growth strategies
- Provide support for customers by demonstrating product expertise and guiding them with best practices
- Participate in executive business reviews for strategic customers
- Demonstrate mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of my daily rituals
- Effectively using data, as well as customer knowledge, to create meaningful interactions with my customers
- 2021: renewed 25 out of 27 accounts and grew accounts to 117% of overall account revenue
- 2022: Managing 27 accounts worth just over $2 million in revenue, on target to hit 115% of plan
- ExecVision was acquired by Mediafly
Customer Success Manager - Strategic Accounts
ExecVision
11.2020 - 05.2022
- ExecVision was acquired by Mediafly.
- Maintain relationships with C-Suite and Executive level leaders to establish a thorough understanding of their business needs and how our products and services can impact their success metrics
- Identify and quantify key metrics of value; Increasing ROI for my customers through the meaningful adoption of appropriate features and best practices
- Responsible for renewing and growing existing accounts, working with account executives on account plans and growth strategies
- Provide support for customers by demonstrating product expertise and guiding them with best practices
- Participate in executive business reviews for strategic customers
- Demonstrate mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of my daily rituals
- Effectively using data, as well as customer knowledge, to create meaningful interactions with my customers
- 2021: renewed 25 out of 27 accounts and grew accounts to 117% of overall account revenue
- 2022: Managing 27 accounts worth just over $2 million in revenue, on target to hit 115% of plan
Account Executive
Levelset
08.2019 - 09.2020
- Called inbound and outbound prospects to source SMB Construction companies
- Dug into prospects problems and desired outcomes through discovery calls
- Ran comprehensive demonstration of product to show how we will achieve their desired outcomes
- Navigated multiple buyers at prospect companies to align them in one buying decision
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Recorded accurate and efficient records in customer database.
- Signed up 50 customers worth a total of $168,153 in ARR over 13 months
Sales Development Representative
Levelset
02.2019 - 07.2019
- Called an average of 90+ outbound prospects per day to source prospects for other AEs to close
- Won new business by articulating full value of company's capabilities to prospects.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Crafted persuasive sales pitches to communicate value of company products and services.
- Sourced 3 meetings within first 2 weeks of role and 2 closed
- Immediately placed on AE promotion track
Associate District Manager
ADP
05.2017 - 01.2019
- Made 20+ outbound calls per day
- Knocked on 10 business doors per day to generate meetings
- Sold new products to a base of hundreds of clients in my territory
- Generated 1 to 2 meetings per week with competitor customers
Education
Bachelor of Science - Marketing, Concentration in Professional Selling, Selling Skills and Sales Operations
Louisiana State University
Baton Rouge, LA05-2017
Skills
- Relationship Building
- Business Reviews
- Strategic Communications
- Revenue Growth
- Customer Needs Assessment
- Inter-department Collaboration
- Upselling
- Cross-selling
- Renewal Retention
- Cross-functional coordination
- Customer onboarding
- Customer retention
- Multi-threading leaders
Timeline
Customer Success Manager - Enterprise Accounts
Birdeye
03.2023 - Current
Customer Success Manager - Strategic Accounts
Mediafly / ExecVision
11.2020 - 03.2023
Customer Success Manager - Strategic Accounts
ExecVision
11.2020 - 05.2022
Account Executive
Levelset
08.2019 - 09.2020
Sales Development Representative
Levelset
02.2019 - 07.2019
Associate District Manager
ADP
05.2017 - 01.2019
Bachelor of Science - Marketing, Concentration in Professional Selling, Selling Skills and Sales Operations
Louisiana State University
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