JAQUAN CAMPBELL
Customer Success Manager
Raleigh,NC
Summary
A highly motivated, dynamic hard worker with exceptional communication skills. Constantly striving to generate new and unique ways to grow and improve professionally and motivate colleagues to do the same. Adept at evaluating existing processes, procedures, and businesses with a goal-oriented mindset and tenacious drive to enhance them. Eager to apply customer Success experience to a challenging new position with the potential for growth and advancement.
Overview
8
8
years of professional experience
Work History
SLED Customer Success Manager ( Duo Security )
Cisco
Morrisville, NC
02.2023 - Current
- Managed a portfolio of Cisco SLED (State, Local Government, and Education) customers as a Customer Success Manager for Duo Security, a Cisco company, contributing to over $30 million in Annual Recurring Revenue (ARR).
- Achieved a remarkable retention rate of over 80% by implementing proactive customer success strategies and fostering strong client relationships.
- Played a pivotal role in driving revenue growth, with clients collectively spending over $300k monthly on Duo's security solutions.
- Collaborated with cross-functional teams to ensure seamless delivery of solutions and address customer needs effectively.
- Provided expert guidance and support to clients in leveraging Duo's security solutions to enhance their cybersecurity posture.
- Established strong relationships with key stakeholders to understand their unique challenges and deliver tailored solutions.
- Proactively identified opportunities for upselling and cross-selling Duo products and services to maximize revenue generation.
- Continuously monitored customer satisfaction metrics and implemented improvement strategies to enhance overall experience and loyalty.
Collaboration Customer Success Manager
Cisco
Morrisville , NC
03.2021 - 02.2023
- Align and collaborate with business units and enablement teams to deliver packaged end-to-end customer success blueprints and supporting assets (adoption strategy, change management plans, success review) to partners and customers
- Manage over 20.9 M in Invoice ARR
- Triage and support customers with escalated concerns, acting as a strategic partner and trusted advisor, coordinating necessary activities and stakeholders for successful outcome
- Increase customer retention by 30% across client list
- Design and conduct training sessions for customers (individual and teams), receiving 95% positive feedback
- Research, collaborate, and implement new success programs at scale that increase customer engagement and rate of renewal associated with segment
- Manage successful negotiation of long-term contract renewals with large accounts with revenue ranging from 200-300k Annual spending
- Proactively search for new opportunities within book of business, leading to increase in renewals by over 50%
- Driving customer satisfaction for customers by utilizing features and collaboration tools such as slido, socio and vidcast for Monthly business reviews
- Maintain over 800 customer accounts and manage rotating portfolio of new clients to ensure successful implementation and application of Cisco products
Sales Development Representative
Brightly
Cary, NC
12.2019 - 03.2021
- Followed-up on inbound marketing leads, identified qualifying opportunities, and provided appropriate information contingent upon interested prospects
- Demoed important, relevant information regarding Maintenance & Educational Software to 100+ potential and existing customers
- Built and managed accurate sales pipeline to maintain high volume of activity
- Researched customers, identify decision makers, educate prospects and qualify buying interest and sense of urgency
- Won Public Sector Sales Development Representative Award for most qualified opportunities
- Contacted prospective customers to uncover sales opportunities, boosting overall sales 50%
- Utilized Salesforce to manage sensitive client information and update existing and new client profiles
- Developed advanced understanding of products and services to react to customer objections, competitive questions and other FAQs.
- Managed portfolio of 500 accounts and 10M in sales.
Apple Expert
Apple
Raleigh, NC
08.2018 - 09.2019
- Top sales representative in revenue and #1 in creating business leads totaling over 150 leads in one quarter
- Served as subject matter expert to field customer questions for product knowledge, solutions, and support efficiency
- Applied expert product knowledge to interface with customers daily and provide solutions to ensure continuous and thriving customer base
- Provided clear and concise feedback to senior leadership to ensure best practices/SOPs were being updated and maintained
- Led orientations and successfully trained employees(QBRs) in sales fundamentals and methodologies
- Developed and provided informational briefings for business partners who selected Apple as their primary technology provider
Apple Specialist
Apple
Fairfax, VA
08.2016 - 12.2018
- Consistently ranked in top 5% (Revenue Generated) of department for consumer products sold at Apple
- Promoted extended service and support during service, account management, and order calls resulting in $500K revenue
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Utilized Apple Care to identify and solve variety of technical issues.
- Multi-tasked several CRM systems while providing service and resolving customer issues, questions, comments or concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved over 90% of business issues over phone with 50+ customers daily
Skills
Training and mentoring
undefinedwww.linkedin.com/in/jaquan-campbell-785556138
Timeline
SLED Customer Success Manager ( Duo Security )
Cisco
02.2023 - Current
Collaboration Customer Success Manager
Cisco
03.2021 - 02.2023
Sales Development Representative
Brightly
12.2019 - 03.2021
Apple Expert
Apple
08.2018 - 09.2019
Apple Specialist
Apple
08.2016 - 12.2018