KEMAURI SMITH

Results-driven Customer Success Manager experience in driving customer satisfaction and retention through strategic account management and personalized service. Adept at leveraging data-driven insights and cross-functional collaboration to enhance customer experiences, optimize onboarding processes, and foster long-term relationships. Seeking to apply my expertise in customer engagement and problem-solving to contribute to the company's mission of delivering exceptional value and achieving business growth.

• UI / UX Design Course, University of Wisconsin-Madison
• Scrum Master Certification, Scrum Alliance, 2022

• Oversaw and managed high-touch accounts for major university partnerships, including Loyola University Chicago, Kansas State University, New Jersey Institute of Technology, Pepperdine University, University at Buffalo, University of Miami, North Carolina State University, San Diego State University, and California State University Long Beach.
• Increased lead generation by 275% in assigned territories through effective research and targeted outreach.
• Conducted successful online demonstrations of SaaS products (Student Information Systems, Student Mobile App, CRM, and Financial Aid Services), advancing the sales process.
• Facilitated client onboarding and managed the full implementation process, ensuring high client satisfaction and product adoption throughout the customer lifecycle.
• Utilized active listening and objection-handling skills to renew subscriptions and maintain a low churn rate.
• Collaborated with diverse accreditation agencies, including NACCAS, COE, ACCSC, ABHES, TRACS, Middle States, and HLC, to assist schools in purchasing management software and applying for federal funding.
• Achieved a CSAT score of 98% through exceptional client service and support.
• Increased monthly recurring revenue by 15% in 2024 through strategic account planning.
• Effectively used CRM tools to generate reports, identify sales opportunities, manage cross-selling and upselling, and handle contract renewals.
• Led quarterly business review meetings with clients to ensure alignment and satisfaction.
• Generated $1 to $5 million in sales and consistently exceeded budget targets from 2019 to 2021. Named Top Sales Representative for 2019-2022.
• Planned and developed sales territories, resulting in a 10% increase in sales in 2023.
• Analyzed and revamped the sales team's business model, leading to a $110,000 increase in sales in the final two weeks of Q4 2023.
• Gained in-depth knowledge of school operations, accreditation processes, and federal funding applications.
• Leveraged data and trend analysis to identify product and growth opportunities, enhancing customer value.
• Successfully launched and scaled an online business, including business planning, market research, marketing, and management.
• Managed business reporting, bookkeeping, monthly tax reports, and annual business reports.

• Microsoft Office Suite
• Google Workspace (G-Suite)
• Excel
• PowerPoint (Advanced)
• Outlook
• Windows
• Google Docs
• Slides
• Sheets
• XLOOKUP
• VLOOKUP
• Monday.com
• Asana
• Canva
• Pivot Tables

• Technical Training: Cybersecurity, UI/UX, Software Development, Digital Marketing, Data Science and Analytics, Phishing
• Sales & Business Training: Consultative Selling, Overcoming Objections, Phone Etiquette
• Other Skills: Website Design, Budgeting