KAITLYN Russo
Atlanta,GA
Summary
Preferred name: Kate
Experienced Sales & Customer Success Professional | SaaS Sales Management
A highly efficient Customer Success Manager with a customer-centric approach, with a rich background in building in maintaining relationships to drive results. Known for skillfully managing diverse client portfolios, with a primary focus on retaining clients and driving revenue through effective cross-selling and upselling techniques. Committed to delivering superior customer experiences by leveraging comprehensive product and industry knowledge.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Prokeep
Atlanta, GA
01.2022 - Current
- Manages a diverse portfolio consisting of 189 accounts, spanning from 3 to 20 locations each.
- Exceptional performance in the latest quarter, yielding over $15,420 in closed won CSQLs (Customer Success Qualified Leads) within a single quarter.
- Demonstrates outstanding client retention, surpassing expectations with an impressive gross retention rate of 96.13%.
- Effectively communicates and presents insights, progress, and accomplishments to senior management and key stakeholders.
- Engages in proactive business nurturing touchpoints with clients, highlighting delivered value, pinpointing areas for enhancement, and offering actionable recommendations.
- Utilizes data and different tools to monitor customer health, engagement, and usage trends across various platforms.
- Identifies and addresses risks or potential churn proactively.
Sales Manager/Business Office Associate
CarMax
Norcross, GA
05.2012 - 01.2022
- Led a commissioned team and worked alongside other sales managers to achieve strong sales results for the highest selling store in the 220-location company.
- Identified, hired, and trained highly qualified staff by teaching best practices, procedures, and sales strategies.
- Developed value-added solutions and approaches by leveraging trends in customer marketplaces to help complete sales.
- Coached associates in successful selling methods and encouraged cross-selling to drive revenue.
Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction for win-win outcomes. - Managed day-to-day administrative operations within the Business Office, ensuring smooth workflow and exceptional customer service.
- Processed financial transactions accurately and efficiently, including vehicle purchases, financing, and trade-in evaluations, adhering to company policies and procedures.
Education
Criminal Justice
Eastern Kentucky University
Richmond, KY12.2015
Skills
- Task and Time management skills
- Proficient in Salesforce and HubSpot CRM
- Communicates clearly and effectively
- Customer account management
- Proficient selling skills
- Proficient in Microsoft Suite
Personal Profile
- Combining my passion for travel, love for dogs, and commitment to promoting diversity and inclusion, I bring a multifaceted perspective and deep empathy to all aspects of my life. These diverse interests not only foster my personal growth but also enrich my capacity to connect with and empathize with individuals from varied backgrounds.
Timeline
Customer Success Manager
Prokeep
01.2022 - Current
Sales Manager/Business Office Associate
CarMax
05.2012 - 01.2022
Criminal Justice
Eastern Kentucky University
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