Erin Nelson
Charlotte,NC
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Isolved
03.2023 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for 300 SMB clients with a book of business over $3 million.
- Developed over 50 Standard Operating Procedures for the Customer Success Organization
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to quality service.
- Referred over $200,000 in upselling additional products.
- Published a monthly Pulse Deck to 150,000 customers and internal teams to inform on upcoming product releases, important dates, and industry changes.
- Cross-collaborated with internal departments to meet and exceed customer goal and expectations.
- Negotiated contracts successfully, securing favorable terms for both the company and clients over $1.5 million in renwals.
Implementation Specialist
ADP Inc
04.2021 - 03.2023
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Coordinated with internal sales and tax partners to develop and integrate ADP payroll systems.
- Received #1 ranking in the West Region for onboarding the highest volume of accounts while exceeding individual and team goals for quality of service through NPS surveys.
- Built and Implemented payroll systems for 3,000 SMB customers
Account Executive
Yelp Inc
01.2020 - 11.2020
- Managed a pipeline of accounts simultaneously through Salesforce while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Consulted, educated, and sold Yelp advertising through high volume B2B sales calls. Assisted with the Onboarding for customers to maximize the value and reach of the platform.
- Successfully selling and Implementing SaaS products through Yelp Mobile app and website to increase exposure, sales, and exhibit a return on the advertising campaign investment.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
Caregiver
Busy Bees Babysitting
09.2017 - 03.2020
Sales Associate
Clarks
05.2017 - 12.2019
- Built relationships with customers to encourage repeat business.
- Assessed customer needs, provided assistance, and presented the benefits of the product through efficient communication with excellent service and in-depth knowledge on the product and inventory..
- Exceeded daily sales goals set by the manager.
- Ability to interact with customers in fast paced environments.
Member Services Supervisor
Life Time
04.2014 - 08.2017
- Improved member satisfaction by addressing concerns and providing timely resolutions.
- Set up and managed paper and electronic administrative filing systems, recorded information in Salesforce.
- Organized workflow to ensure that employees follow their delegated tasks and provide guidance.
Retained memberships through uncompromising quality of service to create a positive and inviting environment that allowed members to achieve their fitness goals.
Education
Bachelor of Science - Business Management
Grand Canyon University
Phoenix, AZSkills
- Customer Advocacy
- Strategic Planning
- Revenue Growth
- Customer Service
- Teamwork and Collaboration
- Onboarding and Orientation
- Process Improvement
- Multitasking Abilities
- Training and Development
- Intentional Relationship Building
- Scheduling and Coordinating
- Positive Attitude
Timeline
Customer Success Manager
Isolved
03.2023 - Current
Implementation Specialist
ADP Inc
04.2021 - 03.2023
Account Executive
Yelp Inc
01.2020 - 11.2020
Caregiver
Busy Bees Babysitting
09.2017 - 03.2020
Sales Associate
Clarks
05.2017 - 12.2019
Member Services Supervisor
Life Time
04.2014 - 08.2017
Bachelor of Science - Business Management
Grand Canyon University
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