JANICE S. RENFRO
HAYWARD,CA
Summary
Experienced Customer Success Manager bringing 20 years of quality performance in customer success, account relationship management and supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Customer Success Manager
MARTINDALE NOLO
PLEASANTON, CA
11.2017 - 09.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed department call volume of 300 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created customer support strategy to increase customer retention.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Created salesforce reporting and dashboards for daily, weekly and monthly reporting.
Lead Account Manager
Martindale Nolo
Pleasanton, CA
03.2016 - 11.2017
- Managed book of business worth $1.8 million across 280 accounts.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Negotiated prices for products to decrease overall costs when needed.
- Identified key entry points to enhance market penetration and effectively analyzed data increase profitability.
- Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Liaised between account holders and various departments.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
Senior Account Manager
Martindale Nolo
Pleasanton, CA
11.2015 - 03.2016
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Effectively managed 250 accounts concurrently to increase client-base revenue by 20% overall.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Contributed to annual revenue goals by upselling current services and/or positioning services in associated business units.
- Worked with customers to develop strategic business and account plans.
- Mentored account management professionals to develop skills and increase company revenue.
Account Manager
Martindale Nolo
Pleasanton, CA
02.2015 - 11.2015
- Responsible for retaining and maximizing lead generation accounts in the legal advertising marketplace.
- Worked with clients to ensure maximization of ROI, reviewing best practices and increasing customer awareness of new programs in order to maximize company profits.
- Achieved monthly quota and grew sales to $1.6 million within the first 6 months.
- Liaised between account holders and various departments
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
Account Manager
GIVE SOMETHING BACK
OAKLAND, CA
11.2010 - 01.2015
- Overall average of 105% of quota with 30.50% average gross profit.
- Successfully increased top 20% of my account base over 350%.
- Successfully increased overall gross profit percentage of my territory year over year by 20%.
- Liaised between account holders and various departments
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons
Education
High School Diploma -
Hayward High School
Hayward, CA 09.1982 - 06.1986
Skills
Inter-department collaboration
Training and mentoring
Revenue growth
Research and due diligence
Account updates
Team Building
Key accounts development
Client service optimization
Staff mentoring & leadership
Customer Relations
Proposal Development
Compliance reviews
Needs analysis
Requirements management
Consultative sales techniques
Timeline
Customer Success Manager
MARTINDALE NOLO
11.2017 - 09.2021
Lead Account Manager
Martindale Nolo
03.2016 - 11.2017
Senior Account Manager
Martindale Nolo
11.2015 - 03.2016
Account Manager
Martindale Nolo
02.2015 - 11.2015
Account Manager
GIVE SOMETHING BACK
11.2010 - 01.2015
High School Diploma -
Hayward High School
09.1982 - 06.1986