KAREN GROLL
Elgin,IL
Summary
Results-driven Customer Success Manager with a wealth of experience in exceeding client expectations and a deep understanding of customer business objectives. Adept at collaborating with cross-functional teams, including Sales, Marketing, and Category Management, to drive value and identify evolving needs. MBA-educated with expertise in project management, data-driven analytics, and performance monitoring. Proven ability to deliver projects on time, expand market share, and increase revenues while maintaining high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Enterprise Customer Success Manager
SPINS, LLC
05.2021 - Current
- Manage Book of Business (BOB) of 50+ SMB and Enterprise Accounts, totaling over $AM in revenue.
- Proactively educate clients on product enhancements, contract/solution choices, and market data tools to empower informed decisions, aligning their evolving needs with tailored education and fostering stronger client relationships and satisfaction.
- Lead renewal negotiations and contract discussions, consistently maximizing usage, and ensuring client satisfaction.
- Collaborate cross-functionally to identify upsell opportunities and boost retention rates.
- Produce and present data-driven reports and insights, enabling clients to create compelling sales stories and evaluate their performance while tracking CPG industry trends.
- Consistently achieve departmental, monthly, and annual goals, resulting in maximized outreach and reduced churn and compression rate.
- Achieved impressive 107% Net Retention Rate in first half of 2023.
- Maintain solid 95% Net Revenue Retention (NRR) throughout Q2, with impressive 98% logo retention rate.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training
Retail Operations Consultant
IRI Worldwide
01.2018 - 10.2020
- Responsible for maintenance and quality control of six custom models for Walgreens account
- Collaborated and managed work with offshore teams to implement changes into various models, meeting regularly with delivery partners on critical change events.
- Provided operational support and partnered with client service teams to build, maintain, and deliver client databases using proprietary systems to manage workflow and implement change.
- Led annual POS Restatement end-to-end process ensuring all details of the project plan & timeline are adhered to; communicating challenges and collaborating cross-functionally to mitigate risk.
- Partnered with cross-functional support teams to ensure project timelines and responsibilities were communicated and enforced, facilitating and leading problem-solving sessions when there are issues.
- Performed weekly QC of client models via custom report creation, ensuring consistent and fluid content of current and newly implemented data enhancement requests.
- Identified process improvement opportunities by analyzing process obstruction, eliminating unnecessary content, and streamlining steps in process flow.
Client Manager
Nielsen Company
01.2016 - 01.2017
- Developed and led client teams through designing, selling, executing, and presenting analytic studies to meet clients' research objectives
- Penetrated and established enduring client relationships with senior decision-makers at clients by demonstrating on-going value by driving client outcomes
- Ensured pro-active insights and action-oriented solutions are delivered to clients.
OfficeMax - Account Manager
New Business Development
07.2011 - 01.2015
- Oversaw category strategy and all product life cycle facets from vendor negotiations, product proposals, assortment reviews, sales, merchandising, and promotional planning.
- Prepared and delivered quarterly business reviews, annual line reviews, and promotional period analysis, making strategic recommendations to help meet Client Health objectives.
- Reduced vendor quote turnaround time by 75% through development of universal quote template adopted department wide.
- Educated clients on new products available for each school, maintaining a 80% close rate with a consistent double digit return rate for the client
- Built and strengthened long-lasting client relationships based on accurate price quotes, customer-centric terms, and by evaluating client needs to develop tailored solutions, increasing positive customer ratings.
Education
Master of Business Administration -
ROOSEVELT UNIVERSITY
Chicago, ILBachelor of Science - Liberal Arts And Sciences
Roosevelt University
Chicago, ILSkills
- Data Analysis, Reporting, and Insights
- Proficient in deriving actionable insights from data analysis
- Comprehensive Product Knowledge
- DAAS (Data As A Service) expertise
- Customer Relationship Management
- Expertise in Renewal and Upsell Strategies
- Client Relationship Management
- Extensive experience in Client Service Strategic Planning
- Business Development
- Category Management
- Negotiation skills for driving business outcomes
- Operational Performance Improvement
- Process optimization and efficiency enhancement
Timeline
Enterprise Customer Success Manager
SPINS, LLC
05.2021 - Current
Retail Operations Consultant
IRI Worldwide
01.2018 - 10.2020
Client Manager
Nielsen Company
01.2016 - 01.2017
OfficeMax - Account Manager
New Business Development
07.2011 - 01.2015
Master of Business Administration -
ROOSEVELT UNIVERSITY
Bachelor of Science - Liberal Arts And Sciences
Roosevelt University
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