Joy-Ann Richards
Harrison,NJ
Summary
Consultative leader skilled at turning ambiguity into action, empowering teams, and driving consistent, measurable outcomes. Combines operational excellence with a self-starter mindset to build scalable processes, elevate performance, and deliver exceptional customer value.
Overview
10
10
years of professional experience
Work History
Sales Manager, SMB Vendor Sales
Snap Inc
New York
09.2024 - Current
- Lead and coach 20+ Client Partners setting performance standards and driving a culture of consultative selling and customer first impact.
- Achieved 110% YoY revenue growth through strategic planning across diverse verticals and continuous workflow optimization.
- Partner with cross-functional teams (Ops, Marketing, Product, Data) to reduce churn by 40% in North America and ensure alignment on advertiser outcomes.
- Introduced predictive analytics and automation to streamline pipeline management, reducing lead response time by 25% and increasing close rates.
- Provide scaled insights on advertiser challenges, unlocking 20% incremental revenue across key growth categories.
Team Lead, Global Vendor Sales
Snap Inc
New York
04.2022 - 09.2024
- Managed a high-performing team across global regions, driving 94% YoY revenue growth by identifying strategic opportunities and optimizing sales processes.
- Created scalable playbooks, QA systems, and education frameworks achieving 84% product adoption, aligning tightly with cross-functional teams to improve GTM cohesion.
- Built innovative analytics dashboards enabling personalized recommendations to customers via Client Partners, increasing deal success rates by 30%.
- Identified and communicated regional trends to senior leadership, influencing global initiatives.
Customer Success Manager
Hulu/The Walt Disney Company
New York
05.2020 - 03.2022
- Owned strategic management of 1,200+ SMB advertisers, generating $4M+ annual revenue while maintaining 92% client retention through consultative partnership.
- Built and strengthened the Customer Success team by mentoring new CSMs, shaping onboarding processes, and establishing best practices for client engagement.
- Led training sessions and educational workshops for both internal teams and customers to drive deeper understanding of Disney’s Ads Manager and improve campaign performance.
- Collaborated with Product, Marketing, and Training teams to enhance Disney’s Ads Manager through actionable market insights, customer feedback loops, and scalable learning content.
- Drove advertiser adoption, optimization, and solutioning, aligning deeply with customer needs and long-term revenue growth strategies.
- Led account expansion initiatives and informed product roadmap improvements using customer intelligence and performance trends.
Account Manager
Apple Inc
New York
09.2017 - 05.2020
- Managed 300 growth accounts, generating a $1M+ quarterly pipeline.
- Developed account plans tailored to client objectives fostering deepened adoption of Apple solutions.
Specialist/Expert
Apple Inc
New York
10.2015 - 10.2017
- Led sales and knowledge-sharing initiatives, contributing to increased quarterly revenue.
Education
Bachelor of Arts -
Rutgers University
Newark05.2016
Associate's Degree - undefined
University of Technology
Jamaica05.2012
Skills
- Critical Thinking
- Sales Management
- Self Starter
- Revenue Growth
- Sales Strategy
- Digital Marketing
- Account Management
- CRM
- Microsoft Office Suite
- Process Optimization
- Strategic Advisor
Timeline
Sales Manager, SMB Vendor Sales
Snap Inc
09.2024 - Current
Team Lead, Global Vendor Sales
Snap Inc
04.2022 - 09.2024
Customer Success Manager
Hulu/The Walt Disney Company
05.2020 - 03.2022
Account Manager
Apple Inc
09.2017 - 05.2020
Specialist/Expert
Apple Inc
10.2015 - 10.2017
Associate's Degree - undefined
University of Technology
Bachelor of Arts -
Rutgers University