Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Interests
Work Preference
Timeline
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KRISTA LAFEVER, MBA

KRISTA LAFEVER, MBA

Customer Success Leader
krista.lafever@gmail.com,AZ

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Offering engaging and pleasant personality with expertise improving customer relationships.

Overview

8
8
years of professional experience
9
9

Certifications

Work History

Strategic Account Manager

ClickDimensions
Atlanta, United States
01.2022 - Current
  • Monitored metrics and developed actionable insights to improve efficiency and performance meeting average of 118% net retention for 2023.
  • Trained, mentored and motivated staff of 4 to instill desire for superior performance.
  • Managed a portfolio of 35 key accounts, with a $3 M book of business ensuring high levels of client satisfaction and retention.
  • Served as the primary point of contact for all account-related matters, building trust with key decision makers meeting average of 124% net retention and 208% goal attainment for 2022.

Entrepreneur, Founder and CEO

ooLango E-Learning, LLC
Tempe, AZ
06.2019 - 01.2022
  • Lead 20 talented individuals to increase business base, solidify market presence and diversify offerings.
  • Hired and reviewed individuals' performances working with them to improve processes, procedures, and practices.
  • Managed implementation of new market expansion offering English, Spanish, and Chinese language learning to adapt to market changes.
  • Developed comprehensive business plans for ooLango's growth, resulting in significant market share expansion.

Business Development Manager

SoftwareONE
Tempe, AZ
04.2018 - 05.2019
  • Established relationships with customers' key decision-makers to promote SaaS growth and retention, working towards $237 gross profit quota.
  • Collaborated with sales and marketing departments to support business objectives and client acquisition, producing 30% increase in qualified leads.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Followed up with customers about client issues, completing phone calls and in person visits to maintain high standards of customer service.

Account Executive

Sharp Business Solutions
Tempe, AZ
05.2017 - 04.2018
  • Built and strengthened relationships with new and existing accounts achieving 100% of quota and driving revenue growth.
  • Applied highly effective selling skills to over 80 account book of business with $340K in sales to SaaS customers.
  • Reached out to customers after completed SaaS sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.

Education

MBA - Business Management

Marymount University
Arlington, VA

Bachelor of Arts - Spanish

Virginia Tech
Blacksburg, VA

Business Management Certificate - Business Management

University of California, Irvine
Irvine, CA

Skills

  • Customer Relationship Management
  • Superb Written and Verbal Communications
  • SaaS
  • Customer Retention
  • Contact Management Systems
  • Customer Needs Assessment
  • Enterprise & Key Account Development
  • Customer Account Review
  • Renewal Opportunities
  • Team Leadership and Collaboration
  • International Business
  • Bilingual Proficiency in Spanish
  • Sales Proficiency
  • Client Service Optimization
  • Satisfaction Surveys
  • Consultative Selling Techniques
  • Customer Service and Assistance
  • Account Management
  • Staff Leadership
  • Interdepartmental Collaboration
  • Business Development
  • Collaborative Environments
  • Pipeline Development
  • Selling Skills
  • Salesforce CRM Experience
  • Renewing Accounts
  • Account Updates
  • Strong Technical Acumen
  • Client Rapport-Building
  • Outreach Initiatives
  • Effective Customer Communication
  • CRM Software
  • Schedule Management
  • Strategic Communication
  • Promotions and Marketing Strategies
  • Sell Technical Products
  • Define Customer Needs
  • Mentoring

Accomplishments

  • Achieved an average of 122% Net Retention and 178% attainment of net retention goal.
  • By peer vote, in 2024, was recognized by earning the "Community is Core" award.
  • Hold company record of 10 straight quarters of over 100% net retention. From Q1 2022 to Q2 of 2024.
  • Last quarter obtained highest net retention of 135%, achieving 304% of goal.
  • Started a successful language e-leaning company and lead a team of 20 talented individuals in the development of ooLango's services for Spanish, Chinese and English for non native speakers.
  • Award winning Toastmaster in presentations and leadership for 8 years.
  • Resolved pricing issues which lead to a potential 8% increase in profits.

Certification

  • Harvard Business School Online Leadership Certificate, 2023
  • Marketing Essentials Certificate, ClickDimensions, 2022
  • Sales and Marketing Certificates, Hubspot, 2021
  • Digital and Social Media Marketing Certification, American Marketing Association, 2019
  • Sales Certifications in Veeam, VMWare, and Cisco, 2019
  • Microsoft Certified Professional (MCP), 2018

Languages

Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Interests

My Dogs, Toastmasters

Work Preference

Work Type

Full Time

Work Location

Remote

Timeline

Strategic Account Manager

ClickDimensions
01.2022 - Current

Entrepreneur, Founder and CEO

ooLango E-Learning, LLC
06.2019 - 01.2022

Business Development Manager

SoftwareONE
04.2018 - 05.2019

Account Executive

Sharp Business Solutions
05.2017 - 04.2018

MBA - Business Management

Marymount University

Bachelor of Arts - Spanish

Virginia Tech

Business Management Certificate - Business Management

University of California, Irvine

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KRISTA LAFEVER, MBACustomer Success Leader