Jeff Lemly
Fleetwood,NC
Summary
Creative, technical, and organized self-starter with superior follow-through and account management experience in building rapport to nurture mutually beneficial long-term relationships. Rapid learner who brings focus, productivity, and energy to the team. Knowledgeable in both management and logistics best practices to conduct business activities as a standout team leader.
Overview
16
16
years of professional experience
Work History
Account Manager
Patch My PC
10.2022 - Current
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Provided ongoing support to channel partners, resolving issues promptly and maintaining high satisfaction levels.
- Mentored junior account managers, sharing best practices and providing guidance on effective channel management techniques.
Customer Success Manager
Service First Inc.
01.2022 - 08.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
- 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.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
Customer Success Manager
Floorsoft Software Inc
01.2021 - 01.2022
- Supported company objectives by building customer relationships. Fostering work environments focused on customer communication, collaboration, integration and teamwork.
- Implementation of software improvements for enterprise accounts optimizing synergy with Lowes Home Improvement Inc. IMS CRM interface.
- Communicate between design team and end user regarding field use input errors and inefficiencies that result in loss of revenue.
- Monitor added feature uptake and Integration, seeking to maximize field user report quality while minimizing data collection errors.
- Managed legacy accounts while onboarding developing accounts.
- Reviewed project requirements to uncover bugs and vulnerabilities, helping to maintain project delivery schedules.
Director of Premium Goods
Carroll Leather Incorporated/STS Ranchwear Brand
01.2019 - 01.2021
- Manage team of production and sales staff responsible for manufacture of customized products and customer service.
- Implementation of new design and production techniques, product development and manufacturing process oversight.
- Development of marketing materials to increase market saturation with existing customer base while reaching new potential clients.
- Streamlined sales and order processing protocol, focusing on reduced production timeframes to maximize profitability.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer needs.
- Owned all aspects of sales planning, development, and team and account management.
Customer Experience and Information Manager
Service Pros Installation Group, Lowes Hardware INC
01.2014 - 01.2019
- Serve as liaison between clients, retail locations, and various retail departments to assess and recommend appropriate product selections to meet customer needs
- Administer scheduling and quote tasks within 24-hour window to maintain expediency in sales process
- Report to multiple CRM software databases regarding customer status.
- Collected data and developed detailed reports to identify trends and create revenue, profitability and expense forecasts.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
Sales and Marketing Manager
Pinarello USA/ Giordana USA, Gita Sporting Goods Inc
08.2009 - 01.2014
- Midwest, Southeast, Rocky Mountains & Texas territories
- Led sales, product management, and marketing for bicycles, cycling apparel and bicycle components for 31 state territory (~ $6M rev); directed team of three outside sales representatives
- Maintained strong professional relationships with 250+ key accounts across territories in high travel role (~50%) through sales visits and marketing initiatives; functioned as a retail sales consultant for all accounts
- Established stable independent dealer base in territories with 5%-8% YoY growth per product category(company average 2%-4%YoY growth)
Education
Bachelor of Science - Business Administration
University of North Carolina At Charlotte
Charlotte, NC05.2001
Skills
- Customer Relationship Management
- Account Management
- Business development and planning
- Strategic account development
- Analytical problem solver
- Training and mentoring
- Key accounts development
- Business to Business sales
- Key stakeholder relationship building
- SalesForce and Microsoft Suite
- Strategic sales Forecasting
Timeline
Account Manager
Patch My PC
10.2022 - Current
Customer Success Manager
Service First Inc.
01.2022 - 08.2022
Customer Success Manager
Floorsoft Software Inc
01.2021 - 01.2022
Director of Premium Goods
Carroll Leather Incorporated/STS Ranchwear Brand
01.2019 - 01.2021
Customer Experience and Information Manager
Service Pros Installation Group, Lowes Hardware INC
01.2014 - 01.2019
Sales and Marketing Manager
Pinarello USA/ Giordana USA, Gita Sporting Goods Inc
08.2009 - 01.2014
Bachelor of Science - Business Administration
University of North Carolina At Charlotte
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