Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Industry Experience
Timeline
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Erin Hudson

Erin Hudson

Alpharetta,GA

Summary

Senior Customer Success Manager with over 10 years of experience maximizing client retention and driving growth in enterprise accounts. Leveraging strong communication, relationship building, and problem-solving skills, I delivered a 98% increase in customer retention and new business through upsells and renewals. Passionate about innovation, process improvement, and customer advocacy, I thrive in fast-paced environments where I can create strategic internal/external partnerships and ensure client success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sr. Customer Success Manager

Paycor
03.2022 - Current
  • Managed 20+ high-touch enterprise clients (>$100k ARR) driving $5M+ revenue.
  • Achieved 98%+ client retention through proactive risk mitigation and strategic account management.
  • Delivered customized EBRS and demo training, maximizing client value and satisfaction.
  • Cultivated cross-functional internal partnerships across sales, product development, and support teams to advocate for client needs, drive process improvements, and influence strategic decisions.
  • Analyzed and presented documented adoption and process data throughout client lifecycle to ensure ROI.
  • Represented regional team on product readout calls to communicate client trends and current functionality issues, resulting in more streamlined workflows.

Client Account Manager

Realpage
01.2019 - 03.2022
  • Full cycle managing of key client relationships in the Property Management/Insurance sector.
  • Lead all implementation and ongoing client training of products for corporate and onsite level staff via calls, webinars, and in-person training.
  • Analyzed client-specific metrics to spot any potential roadblocks and offer recommendations as a licensed professional.
  • Maintained a strong partnership with clients using quarterly and annual reviews to drive adoption, retention of products, and potential issues
  • Solved any technical and invoicing issues for clients and maintained all pertinent notes in CRM platforms
  • Partnered alongside Industry Principles and sales to ensure on-time implementation launch and ongoing deadlines.

Account Manager

Ciox Health
10.2017 - 02.2019
  • Liaised between patients and attorneys: Ensured accuracy of legal and patient requests for seamless communication.
  • Acted as team lead to ensure team members met all provided KPIs and metrics, resulting in highest team output.
  • Underwrote medical requests: Guaranteed compliance with HIPAA guidelines through meticulous review.
  • Expanded client base: Marketed new technical services to prospective clients, enhancing website navigation.
  • Negotiated client pricing: Secured fair and compliant rates by underwriting client pricing and negotiating invoice amounts based on state and legal statutes.
  • Improved process efficiency: Identified and addressed field and request issues through communication with regional managers, reporting findings to management for optimization.

Account Executive

Technipower
06.2016 - 10.2017
  • Refined the applicant process by researching various territories to uncover contract and employment needs by zip code and subcommunity.
  • Facilitated entire full sales lifecycle; pre-screening, interviewing, selection, and reference checks stages of candidacy process.
  • In charge of sending out quarterly and as needed email distribution campaigns to previous and new clients, ensuring client retention and most up to date processes
  • Authorized the placement of qualified Engineers, Architects, Designers, and IT Professionals for positions with partners and referral sources.
  • Marketed open positions on several SEO databases and social media pages.

Marketing Analyst/Researcher

Bancography
07.2014 - 07.2016
  • Investigated customer service and loyalty trends to quantify benchmark reports into codes for client electronic portals
  • Analyzed a compilation of data collected from surveys generated for financial institutions to organize data into tables and graphs
  • Trained clients on how to access their company's results and properly analyze them using resources and tools featured on Bancography's state-of-the-art application
  • Monthly and quarterly reports to analyze changing trends.

Education

Bachelor of Science in Psychology -

University of Alabama At Birmingham
04.2015

Associates in Spanish and Spanish Literature -

University of Alabama At Birmingham
04.2015

Skills

  • Leadership
  • Records Management
  • Business Administration
  • Strategic Planning
  • CRM Software
  • Process Improvement
  • Problem-Solving

Accomplishments

  • 1 of 5 Account Manager Team with Highest Revenue & Growth for Sector - Realpage
  • Grew 5 Accounts to Top 10 Overall Clients - Realpage
  • 98% Retention Rate within Strategic and Enterprise Sector - Paycor

Certification

Gainsight Certified

Salesforce

ServiceNow

PowerBI

Microsoft

Industry Experience

Healthcare, Manufacturing, Real Estate, Professional Services, FoodService, Hospitality, Insurance, and Financial Services.

Timeline

Sr. Customer Success Manager

Paycor
03.2022 - Current

Client Account Manager

Realpage
01.2019 - 03.2022

Account Manager

Ciox Health
10.2017 - 02.2019

Account Executive

Technipower
06.2016 - 10.2017

Marketing Analyst/Researcher

Bancography
07.2014 - 07.2016

Bachelor of Science in Psychology -

University of Alabama At Birmingham

Associates in Spanish and Spanish Literature -

University of Alabama At Birmingham

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Erin Hudson