Heather Smith
Atlanta,GA
Summary
I am dedicated to empowering my clients to achieve success by providing exceptional account management. I strive to make each connection a better one by being accessible and consistently evaluating my account management strategies to improve their experiences. Client support is my passion and building lasting relationships with coworkers and clients allows me to love what I do and do it well. I am a nurturer by nature, I believe in being proactive and strategic to make every encounter a positive experience.
Overview
25
25
years of professional experience
Work History
Account Executive
Currey and Company
Atlanta , GA
2021.10 - Current
- Adaptive as I am able to responded to unexpected situations.
- I would listen to the customer's experience and using my role as a client advocate, find the best resolution.
- Presented existing and prospective customers with valuable service and product information to aid in decision-making.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Cultivated strong working relationships between departments within the organization in order to better serve customers needs.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Created detailed documentation of customer interactions and solutions provided.
- Supported sales team members to drive growth and development.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with cross-functional teams to identify root causes for customer issues.
- Developed strong customer relationships to encourage repeat business.
- Utilized CRM software programs to track customer interactions and update records accordingly.
- Updated SAGE system with order specifics and customer details, preferences and billing information.
Senior Account Executive and Training
Go Solutions Group, Inc
Atlanta , GA
1999.01 - 2017.02
- Achievements/Tasks: As the lead trainer, I trained 2 to 5 classes daily, up to 150 users in a single session through multiple modalities, including virtual and in-person training.
- Worked sales opportunities by creating and presenting account strategies to confidently sell services to executive decision-makers in school systems.
- Achieved a progressive rise in client revenue through comprehensive training and continuous technical upgrades to the program.
- Worked directly with providers and administrators from enrollment into the Children’s Intervention of School Services billing program through billing, resolving issues, resubmissions, and audits.
- Expanded client base to additional states and districts which contributed directly to company’s growth into a competitive school-based Medicaid software company.
- Working as a team allowed Account Executives to have the support we needed to provide excellent service and obtain 95% client retention.
- Developed instructional design concepts using adult learner principles for the process of creating appealing materials from concept to final product.
- Oversaw onboarding in my region and was the first point of contact from the initial meeting through the lifecycle of the client.
- Ensured the client had a positive experience and a true understanding of every feature and available product.
- Improved employee engagement and increased revenue by facilitating group trainings and providing one-on-one support, in person and through webinars. Assured accurate use of the product by recording outcomes and action items to be handled afterward.
- Received survey feedback that reflected a high level of client satisfaction due to clear communication on policy and procedures. Earned reputation as frequently requested trainer with newly signed clients.
- Demonstrated versatility by using collaborative communication to diffuse conflict, resolve problems and contribute to a positive working environment within company.
- Consulted with clients on business issues and developed additional growth opportunities to facilitate a plan for future development.
- Attended conferences as a vendor to demonstrate our product in multiple states. Made connections with attendees for future sales opportunities.
- Ability to work with minimal supervision and adhere to timelines.
- Relationship building from the start with high levels of communication led me to the path of the top trainer and Account Executive within the company.
- Managed tight timelines with multiple projects happening simultaneously to deliver exceptional customer service.
- Flexible with changes and able to adapt and work in a fast-paced environment.
- Provided insightful customer account management, including answering customer calls, addressing inquiries, and maintaining all customer data/information.
Education
BS - Communicative Disorders
University of Central Florida
Skills
- Problem solving and decision-making
- MS Office 365
- Google Suite
- Slack
- Zendesk
- Sales Force
- Interpersonal skills
- Virtual Training Platforms
- Conflict Resolution
- Communication
- Organized
- Forward planning and strategic thinking
- Active Listening
- Data Integration
- Empathy
- Account Management
- SaaS
- Project management
- Learning technology
- Content development
- CRM software
- Curriculum development
- Technical support
Personal Information
Work Permit: Authorized to work in the US for any employer
References
References available upon request.
Timeline
Account Executive
Currey and Company
2021.10 - Current
Senior Account Executive and Training
Go Solutions Group, Inc
1999.01 - 2017.02
BS - Communicative Disorders
University of Central Florida
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