Lael Harmon
CommandLink
Idaho Falls,ID
1
Certification
12
years of professional experience
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking. Proven ability to cultivate strong client relationships, manage complex accounts, and identify strategic cross-selling opportunities.
Work History
Customer Success Manager
3 Years- Manage a portfolio of 80+ enterprise accounts, maintaining 94–96% retention through proactive engagement and issue resolution.
- Leverage CommandLink’s proprietary platform to drive customer adoption, resulting in a 30% increase in platform utilization across assigned accounts.
- Serve as the primary point of contact, resolving an average of 40+ escalations per month with a 98% satisfaction rating.
- Partner with Sales and Leadership to identify cross‑sell opportunities, contributing to $450K+ in expansion revenue in 2024.
- Implement structured communication cadences that reduced customer response times by 35% and improved NPS scores by 12 points.
- Support organizational growth by mentoring new CSMs and contributing to process improvements that reduced onboarding time by 20%.
- Developed and implemented customer onboarding processes to enhance user experience.
- Facilitated communication between cross-functional teams to resolve client issues efficiently.
Major Client Services Manager
1 Year- Managed a complex account base representing $500K+ in monthly telecom spend across multiple carriers.
- Delivered lifecycle management that improved billing accuracy, reducing client overcharges by 15–20% through audit and optimization.
- Led onboarding for enterprise clients, accelerating time‑to‑value by 25% through streamlined processes.
- Identified network and billing optimization opportunities that generated $1.1M+ in annual savings for clients.
- Resolved high‑impact billing discrepancies with a 98% resolution rate, improving overall client satisfaction and retention.
- Led client onboarding processes, ensuring seamless transition and satisfaction.
- Developed and maintained strong client relationships, enhancing retention rates.
Marketing Manager
2 Years 2 Months- Directed partner communications and training for a community of 1,500+ agents and partners.
- Executed channel onboarding programs that increased partner engagement by 40% year‑over‑year.
- Delivered multi‑format communications (email, webinars, product guides) with an average 65% partner engagement rate.
- Launched new products and promotions that contributed to double‑digit channel revenue growth.
- Improved partner enablement by redesigning training materials, reducing support inquiries by 22%.
- Developed and executed comprehensive marketing strategies to enhance brand visibility and engagement.
- Led cross-functional teams in launching multi-channel campaigns, improving overall customer reach.
National Partner Account Manager
2 Years 6 Months- Consistently exceeded monthly quotas, generating $3M+ in annual revenue through new sales and renewals.
- Secured contract renewals that protected 95%+ of existing revenue across assigned accounts.
- Delivered tailored solutions in Advanced Voice and Metro Ethernet, increasing product penetration by 28%.
- Served as the primary escalation point, resolving 100+ complex issues annually with high customer satisfaction.
- Built strategic account plans with cross‑functional teams, improving retention and upsell opportunities by 30%.
- Cultivated strong relationships with channel partners to enhance collaboration and drive revenue growth.
- Developed strategic account plans tailored to partner needs, aligning objectives with business goals.
Partner Recruitment Manager
2 Years- Recruited and onboarded 200+ new partners, increasing program participation by 35%.
- Drove incremental revenue growth, contributing to $1.5M+ in annual partner‑generated sales.
- Delivered targeted education and enablement that improved partner productivity by 25%.
- Coordinated regional recruitment events, generating 300+ qualified leads and strengthening partner pipeline.
- Supported Master Agents with tools and training that improved partner satisfaction scores by 20%.
- Led strategic initiatives to enhance customer engagement and satisfaction across multiple service platforms
- Developed and implemented operational strategies to streamline processes and improve service delivery
Partner Account Manager
1 Year 2 Months- Supported partner organizations in achieving quota, contributing to $1M+ in monthly recurring revenue.
- Delivered advanced product training that increased partner self‑sufficiency and reduced escalations by 30%.
- Managed enterprise escalations with a 95% resolution accuracy, improving partner trust and retention.
- Re‑engaged inactive partners, restoring 15–20% of dormant revenue through targeted enablement.
- Facilitated training across all partners, improving order accuracy and reducing rework by 18%.
- Developed strategic partnerships with key stakeholders to enhance product offerings and customer satisfaction.
- Managed account lifecycle, ensuring seamless onboarding and support for partner initiatives.
Education
Bachelor of Arts - Architectural
Skills
Client Account Management
Customer Relationship Building
Customer Retention
Contract Negotiation
SaaS Platforms
Excellent Communication Skills
Strong Analytical Skills
Customer Onboarding
Excellent Communication Skills
Stakeholder Management
Contract Negotiation
Training and Mentoring
Relationship Building
Various Operating Systems
Healthcare System Knowledge
Certification
CTP–Certified Telecommunications Professional, CCP–Certified Cable Professional
Personal Information
Title: Customer Success Manager
Timeline
Customer Success Manager
CommandLink
05.2023 - 05.2026Read More
Major Client Services Manager
zLinq
03.2022 - 03.2023Read More
Marketing Manager
Spectrum Enterprises LLC
01.2020 - 03.2022Read More
National Partner Account Manager
Comcast
06.2017 - 12.2019Read More
Partner Recruitment Manager
Comcast
06.2015 - 06.2017Read More
Partner Account Manager
Comcast
04.2014 - 06.2015Read More
The Art Institute of Colorado
Bachelor of Arts from Architectural
Read More