Grady Embree
Hurst,Texas
Summary
Experienced sales and executive leader with a proven track record of cultivating new business opportunities and growing revenues. Reputation for building and nurturing profitable, long-term client relationships while spearheading program development efforts to meet customer needs and create solid growth strategies. Skilled negotiator and innovative problem solver able to address client concerns and build mutually beneficial partnerships. Collaborative leader with the ability to build, lead and mentor top performing teams.
Overview
18
18
years of professional experience
Work History
Senior Client Success Manager
Guardsman
08.2015 - 11.2023
- Manage relationships by advocating on client's behalf for all initiatives, create and implement robust client/business plans to meet client expectations, net new sales, up sales, contract negotiations, pricing strategies, manage new client onboarding and client portfolio performance management
- Enhanced client satisfaction by implementing customized success strategies and maintaining strong relationships.
- Streamlined onboarding processes for new clients, reducing time to initial product adoption.
- Identified upsell opportunities by conducting thorough account reviews and presenting relevant solutions.
- Managed diverse portfolio of fortune 100/500 accounts, ensuring consistent communication and personalized support.
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
- Conducted regular Monthly, Quarterly and Yearly business reviews with clients, sharing performance metrics and discussing future goals and objectives.
- Developed and delivered tailored training sessions to improve client understanding of software features and functionalities.
- Collaborated with cross-functional teams to address client concerns and resolve complex issues in timely manner.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Analyzed contractual customer metrics and NPS data to identify trends and develop strategies to improve customer success metrics.
- Created customer support strategies to increase customer retention.
- Served as escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Developed comprehensive account plans outlining growth opportunities, risks, and mitigating actions for each assigned account.
- Implemented proactive outreach campaigns to maintain engagement levels among existing clientele base.
- Create and present RFP/RFI decks to top Executives
- Maintain broker network to drive net new sales
- Attend trade show events to expand marketing reach and capture new business
- Partner with various departments including State compliance teams, Legal, Product and Marketing to manage execution of deliverables
- Monitor and drive sales revenue while projecting sales to manage budgets
Sr Call Center Manager/Director
TitleMax
02.2013 - 10.2015
- Develop and present process improvements to Director/President/SVP and COO to effectively escalate issues and projects as needed, prepare and analyze reports while effectively communicating information necessary to various levels of management and departments, developed underwriting department so successfully support billion-dollar companies underwriting needs, assisting in developing new processes, procedures and programs to support growth and projected visions of company, identify and execute multimillion-dollar procedures to maximize revenue, develop, coach, train, evaluate, and onboard staff as needed, assisting in managing projects and improvements to auditing/finance software, tracking employee performance, development, reliability and accountability, closely managing call volume, loan volume, staffing and IT Issues to effectively mitigate losses, responsible for auditing and financing for 1300 branches across United States, responsible for identifying root cause and resolving escalated issues to management
Co-Owner
Multi-Services Company LLC
11.2011 - 01.2013
- Restructured company and expanded service offerings to meet emerging market needs and client demand, grew customer base, oversaw financial management, inventory control, and state-required certification process, recruited, trained, mentored and certified new employees
Senior Customer Care Manager/Operations Manager
Herb D. Vest Management Systems - True.com
01.2006 - 12.2011
- Led 225-member team in delivery of superior customer service, oversaw budgets and forecasts to ensure maximum profitability, negotiated and managed vendor relationship to drive cost-cutting initiatives and increase profitability, designed continuing education and train the trainer programs to ensure all staff were equipped with tools and strategies to best meet customer needs
Education
Associate of Science -
North Central Texas College
Gainesville, TX04.2003
Skills
- Strategic Planning
- Program Management
- Customer Engagement
- Market Analysis
- Sales
- Business Development
- Budget & Forecasting
- Training
- Customer Health Management
- Process Management
- Contract Negotiation
- Client Retention
Timeline
Senior Client Success Manager
Guardsman
08.2015 - 11.2023
Sr Call Center Manager/Director
TitleMax
02.2013 - 10.2015
Co-Owner
Multi-Services Company LLC
11.2011 - 01.2013
Senior Customer Care Manager/Operations Manager
Herb D. Vest Management Systems - True.com
01.2006 - 12.2011
Associate of Science -
North Central Texas College
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