James "Max" Brannen
Wimauma,United States
Summary
A self-motivated leader who expects nothing but positive results. A strong relationship builder who specializes in negotiating, cross-selling, and upselling all while maintaining a strong customer relationship. Someone who excels in a fast-paced, self-sufficient workspace and is known for producing high results early and often.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
KnowBe4
11.2021 - Current
- Managed book of business of over 100-150 accounts as the key relationship manager for clients
- Successfully managed accounts averaging 1,500 users, up to 50,000+
- Worked strategically with key stakeholders in organizations to help drive their security awareness training, and reshape their emphasis on security awareness culture
- Helped develop key KPIs with stakeholders in the organization
- Developed reporting to share month-over-month growth, plus show declines in vulnerabilities in the network
- Partnered with other departments both internally and externally to drive results (Example, C-Level suite, Human Resources, Information Technology department, GRC reps.) (Internally, customer care, legal, pricing, etc.)
- Met with leaders in the organizations' C-Level, Cisco, and CIO levels once a quarter in most organizations for strategic business reviews.
- Met with clients at the start of the year to get a strong understanding of goals, and roadmap for success and developed monthly, and bi-monthly meetings to help employees meet and retain those goals
- Business improvement meetings, bi-weekly, monthly, bi-monthly, and quarterly pending on clients request
- Conduct quarterly or semi-annual business reviews pending on client's cadence request
- Upsold, and referred products to clients when business pains could be solved by another product our team offers
- Helped assist with initial onboarding after the sale was completed, and helped clients develop their gameplan for implementation based on goals/hopes in the new partnership
- Successfully maintained a monthly renewal quota of 90% renewal month over month
- Managed a book of business that is diversified of private enterprise, public, and government agencies, and multiple parent-child account partnerships
- Strong and proactive reach out to customers to minimize escalations, drive customer relationships, and maintain customer renewal agreements.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts, before they happened/escalated.
- Managed key client relationships with the client's executive leadership leading to increased account retention and growth.
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Established strong partnerships with clients by consistently delivering high-quality service and support.
- Developed data-driven strategies to improve customer engagement, helping reduce overall risk to their organization with process improvements and training diversification.
Customer Success Manager
Verizon Connect
01.2020 - 03.2021
- Responsible for onboarding new customers in the SMB space, setting up their installation, and training
- Managed a small team as a temporary supervisor from December to April
- Recognized as a Subject Matter Expert (SME) for 1 ERP roll out
- Managed larger customers in SMB Deployment (30-499 lines)
- Responsible for managing escalations among the team
- Oversaw key customer relationships to close strategic opportunities
- Monitored KPIs to assess customer engagement
- Drove customer escalations to resolution by engaging directly with clients
- Compiled customer feedback for cross-functional departments to improve product or service features
- Met with customers to discuss best practices and drive outcomes.
Implementation Specialist
Verizon Connect
06.2018 - 01.2020
- Client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
- Managed Show Fee process and Managed weekend confirmations for appointments as well
- Trained Reps on the process with commercial insight to help broaden the install reps' understanding of the client's business
- Helped Develop and mentor multiple reps on our team, and successfully helped create multiple training materials for new starts
- Resolved multiple escalations of accounts varying from 10 units to 450 units
- Consecutively led the team in multiple KPIs including calls, units, and SSO/PO generation
- Proficient in NetSuite, Salesforce, and Reveal
- Responsible for managing weekend confirms
- Partnered with multiple sales reps, and CSM reps to ensure that customers were fully installed promptly
- Recognized as a Premier Award winner and Pinnacle Award winner.
- Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
Business Account Manager
Fleetmatics USA
06.2017 - 06.2018
- Pitches between Reveal and Work platforms roughly 50 to 100 outbound calls a day.
- Worked directly with Verizon representatives to ensure the needs of clients are met
- Upselling the combination of Work and Reveal platforms pending customer needs.
- Used CRM database to track referral and appointment data
- Managed sales funnel and forecasted requirements across multiple industry accounts
- Conducted market research and reported on competitors.
- Successfully hit the quota of 35-100 units/ 3,000 of monthly reoccurring revenue
Assistant Executive Director
Velocity Business Solutions
06.2016 - 04.2017
- Managed and developed a small group of individuals to hit their quota
- Specialized in face-to-face customer interactions
- Acquired multiple new customers via cold sales for AT&T and Samsung
- Traveled to multiple cities to represent the brand
- Recognized as the top 1% of sales reps in the country
- Built monthly store schedule, and managed overall territory from Naples to Port Charlotte
- Met with multiple districts and store managers when growing additional stores
- Responsible for managing a quota for a team of 13 reps
- Recognized as Top 100 sales reps in the Smart Circle Company.
- Enhanced organizational efficiency by streamlining processes and implementing innovative solutions.
- Developed and executed strategic plans to align with the organization's mission and goals.
- Managed budgets and financial reporting to maintain fiscal responsibility and transparency..
Education
MBA - Leadership And Management/Executive Leadership
Strayer University
Washington, DC05.2020
BBA - International Business
Northwood University
Midland, MI06.2017
Skills
- Onboarding and Orientation (Customers)
- Team Leadership
- Performance Tracking and Evaluation
- Technical Proficiency
- Complex Problem Solving
- Account Management
- Strategic Planning
- KPI management and creation
- Upselling and Expansion
- Active Listening
- Customer Retention
- CRM Software Expertise
- Customer Onboarding
- Effective Communication
- Salesforce Proficiency
- Stakeholder Engagement
- Customer Advocacy
- Strategic Account Management
- Report Analysis
- Customer Relationship Building
- Research and Due Diligence
Certification
SACP security awareness and culture profession
Timeline
Enterprise Customer Success Manager
KnowBe4
11.2021 - Current
Customer Success Manager
Verizon Connect
01.2020 - 03.2021
Implementation Specialist
Verizon Connect
06.2018 - 01.2020
Business Account Manager
Fleetmatics USA
06.2017 - 06.2018
Assistant Executive Director
Velocity Business Solutions
06.2016 - 04.2017
MBA - Leadership And Management/Executive Leadership
Strayer University
BBA - International Business
Northwood University
Similar Profiles
John WardJohn Ward
Sales Account Executive at KNOWBE4Sales Account Executive at KNOWBE4
Cheryl HagenCheryl Hagen
Enterprise Sales Development Representative at KnowBe4Enterprise Sales Development Representative at KnowBe4
Noah StevensNoah Stevens
Core Support Technician at KnowBe4Core Support Technician at KnowBe4
Aravind Gireesan NairAravind Gireesan Nair
Senior Manager at KnowBe4Senior Manager at KnowBe4
Zachery JohnsonZachery Johnson
Project Engineering Manager at Depcom PowerProject Engineering Manager at Depcom Power