Heather Wilson
Ladera Ranch,CA
Summary
A results-driven Customer Success Manager with over 10 years of success in driving revenue, growing market share, and building highly profitable accounts for diverse organizations. Extensive experience working in the SaaS and Tech Industry, providing valuable account management and revenue growth.
Overview
12
12
years of professional experience
Work History
Customer Success | Operations
Veluca
01.2023 - Current
- Responsible for the success and retention of 30+ accounts totaling $2M in ARR
- Proactively found ways for customers to maximize the value of products while continuing account growth
- Facilitated weekly check-ins with customers in order to develop and maintain relationship and overall account satisfaction
- Worked closely with sales channel to ensure maximum revenue potential was being met
Client Success Manager
KANTATA, (Formerly Mavenlink)
01.2020 - 01.2023
- Managed a book of business that included 35+ accounts and over 1.8M in annual revenue
- Facilitated regular status calls and monthly ad hoc meetings with clients to promote client satisfaction
- Developed, cultivated, and expanded long-term relationships
- Negotiated license cost, structure, term length for SaaS contracts
- Collaborated cross-functionally with internal teams to obtain client buy-in for customized reporting, licenses, and third party integrations
- Managed cost and monitored performance to exceed mid-term expansion quota, 118% FY23, 201% FY22 and 148% FY21
- 90% average renewal rate
Operations
CONVECTIUM
01.2013 - 01.2019
- Spearheaded vendor management relations - domestic and international (APAC)
- Developed marketing events, product launches, sales, customer relations and industry events
- Established and maintained customer relations and product training for senior level executive clients
- Assessed customer needs to develop a customized plan and achieve ultimate outcome
- Reduced production costs by improving packaging and manufacturing operations
- Managed projects from procurement to commission to increase overall revenue generation
Education
Bachelor of Arts - Communications
California State University
Fullerton, CASkills
- Account Management
- Product Training
- Customer Relationship Management
- Operations Management
- Revenue Management
- Customer Retention
Timeline
Customer Success | Operations
Veluca
01.2023 - Current
Client Success Manager
KANTATA, (Formerly Mavenlink)
01.2020 - 01.2023
Operations
CONVECTIUM
01.2013 - 01.2019
Bachelor of Arts - Communications
California State University
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