Gainsight
Julie Pfouts
Raleigh,NC
Work Preference
Summary
Customer Account Manager boasting over 20 years in software sales, excelling in prospecting and account management across diverse sectors such as airline, distribution, hardware/software, and SaaS sales. Demonstrates a proven track record in project management and goal achievement through outstanding sales and customer service expertise. Renowned for competitive drive and commitment to client satisfaction, consistently delivering timely and effective results.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Account Manager
Avalara
Durham, NC
10.2013 - 06.2023
- Developed strong relationships with clients to enhance their experience and satisfaction.
- Acted as primary point of contact for customer inquiries and issue resolution.
- Collaborated with cross-functional teams to ensure seamless service delivery.
- Managed onboarding processes to integrate new clients into company systems effectively.
- Conducted regular check-ins with customers to assess needs and gather feedback.
- Trained team members on customer engagement best practices and tools.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure their needs were met.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Compiled customer feedback for cross-functional departments to improve product or service features
Partner Development Manager
Zift Solutions
Durham, NC
04.2010 - 09.2013
- Sold SaaS Marketing Suite subscriptions to HP, Red Hat, Epicor, Asigra, Caterpillar, Adobe, Alcatel-Lucent, NetApp, SAP and Trend Micro reseller partner communities.
- Worked collaboratively with sales team members and across function such as Support, Services, Managed Services, Engineering and Client Account Managers.
- Presented and trained partners to use Zift123 via Webex.
- Creation of Zift123 account for partners.
- Qualified inbound Sales calls to suggest which product/services are applicable to prospect based on responses.
- Won 2012 Spiff by getting 50 of my partners to add Analytic Website Tracking Code to their website.
- Provided Project management and coordination of managed services purchased by partners.
- Increased Zift123 Red Hat partner usage by 23% by suggesting applicable marketing campaigns, providing step by step support and excellent customer service.
- Invoiced partners and took payments over the phone as well as making sure partners paid on time.
- Provided partner metrics and usage reports to clients for weekly status calls.
Senior Service Account Manager
Annuity Systems - Good Technology
03.2009 - 04.2010
- Managed a 25-state territory as well as EMEA and APJ which included maintaining SMB accounts relationships, taking inbound calls and renewals.
- Achieved a quota of $1.5 million annually.
- 100% Commission based.
- Contractor
Senior Inside Sales Account Manager
Motorola Good Technology Group
Durham, NC
11.2004 - 02.2009
- Sold Enterprise Mobile PIM software application solutions for use on a broad range of handheld devices to businesses of all sizes, including businesses listed in the Fortune 3000.
- Managed a 12-state territory, which included; pursuing new business leads, maintaining accounts relationships, as well as taking inbound sales calls.
- Was voted Inside Sales VIP for 2006 by Inside Sales Team Sr. Manager for achieving 150% of quota goal.
- Achieved a quota of $1 million annually, and consistently met and exceeded, quota for each component of compensation plan - 200%.
- In 2007, won Motorola’s Presidents Club for being ranked in the top 10% globally within Motorola.
- An aggressive hunter, in 2008 grew well-qualified opportunities 102%.
- Worked within the sales function and across functions including Field Sales, Strategic Sales, System Engineering, Technical Support and Wireless Carrier team.
Sales Development Representative
Cisco Systems
RTP, NC
02.2002 - 10.2004
- Prospected and developed leads in K-12 and local city/government sector.
- Exceeded 90 dials a day call requirement.
- Consistently achieved 150% of lead goals.
- Provided marketing and sales support to Account Managers in West Private sector.
- Integrated communication skills with problem solving techniques to achieve department goals for lead generation; achieving an average of 6.5 leads a week.
- Identified opportunities in networking technology, and services and systems on a regional basis in a business-to-business environment, which resulted in increased revenue by 20%.
Technical Analyst
HiddenMind Technology
Cary, NC
03.2001 - 10.2004
- Responsible for providing technical support to HiddenMind customers on HiddenMind’ wireless platform software.
- Supported QA in testing HiddenMind Technology Active Mobility Client software and St. Jude software on both PC’s and Pocket PC’s.
- Monitored Active Mobility Server and logging activity of that server for pilot program.
- Responsible for burning software CD’s and distribution of software to customers.
Technical Support Engineer II
Merisel
Cary, NC
12.1997 - 01.2000
- Provided pre-sales tech support to Merisel customers and Inside Sales Representatives of over 25,000 computer hardware and software products.
- Attend two intense weeks of training yearly, as well as weekly and monthly training sponsored by over 600 computer vendors. Such vendors include 3com, Microsoft, Compaq and Intel.
- Mentored sales representatives which allowed them to achieve Merisel sales revenue quotas.
- Provided exceptional follow through, integrity, and commitment to quality service to ensure customer centricity.
- Ensured a minimum of 75 inbound calls per day.
- Passed Microsoft exams as required for annual bonus pay; passing 3 Microsoft exams of the required 7 for MCSE in one month.
Education
Associates in Applied Science Degree -
Wake Technical Community College
Raleigh, NC01.1998
Skills
- Lead qualification and prospecting
- Territory management
- Salesforce and Gainsight
- Customer service and account management
- SaaS sales
- Customer relationship management
- Revenue forecasting
- Pipeline management
- Account retention
- Cross-functional collaboration
- Client onboarding
- Escalation handling
- Strategic selling
- Problem solving
- Effective communication
- Negotiation skills
- Adaptability
- CRM proficiency
- Revenue generation
- Account management
- Professionalism
- Team collaboration
- Cross-selling
- Teamwork and collaboration
- Product demonstration
- Continuous improvement
Certification
- MCP: Windows Workstation
- Windows NT Server
- Windows NT in the Enterprise
- Networking Essentials
Sales Training
- Tom Freese: Two-day Question Based Selling training
- Scott Anschuetz: Two day ValueSelling
Software
Outlook
Salesforce lighting
PowerBI
Slack
Google Sheets
ChatGPT
Zoom
Microsoft Teams
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Account Manager
Avalara
10.2013 - 06.2023
Partner Development Manager
Zift Solutions
04.2010 - 09.2013
Senior Service Account Manager
Annuity Systems - Good Technology
03.2009 - 04.2010
Senior Inside Sales Account Manager
Motorola Good Technology Group
11.2004 - 02.2009
Sales Development Representative
Cisco Systems
02.2002 - 10.2004
Technical Analyst
HiddenMind Technology
03.2001 - 10.2004
Technical Support Engineer II
Merisel
12.1997 - 01.2000
Associates in Applied Science Degree -
Wake Technical Community College