Landry M. Arnold
Summary
Resourceful Customer Success Manager known for productively and efficiently completing tasks. Specialize in relationship building, customer retention strategies, and problem-solving techniques. Excel in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.
Overview
21
21
years of professional experience
Work History
Customer Success Manager, Enterprise
ALINE OPS
Jacksonville
07.2019 - Current
- Managed a book of enterprise customers, ranging from $400k to $4 million in ARR.
- Partnered closely with account executives and technical account managers to deliver business value.
- Partner with sales and orchestrate internal resources, driving customer health, user adoption, and reduced attrition.
- Prepared and presented quarterly customer business reviews.
- Advocated for customers during the triage and resolution of issues.
- I traveled to meet customers on-site.
- Utilized slack, salesforce, and jira technology platforms for communication and project management
Director of Sales & Marketing in Senior Living
Brookdale Senior Living Inc.
Jacksonville
06.2017 - 07.2019
- Exceeded company goals for sales per month for pre-opening occupancy.
- Created market awareness for a new community build.
- Key responsibilities include: occupancy rate management, driving referrals, outside marketing, business development, marketing team management, cost controls, increasing revenue, and budget management.
- Created and successfully executed sales and marketing plans.
- Facilitates lead generation events in the industry market.
- Trained and mentored company sales directors.
Director of Sales and Marketing
Allegro
Jacksonville
05.2014 - 02.2017
- Increased occupancy to 100% in Assisted Living and Memory Care for the first time at the community.
- Prospect-centered selling, with 80% outside marketing and business development for the community.
- Supervised a team of Senior Living Advisors.
- Analyzed and generated occupancy reports, marketing and sales budgets, as well as quarterly sales plans.
Sales and Marketing Director
Brookdale Senior Living
Jacksonville
06.2011 - 05.2014
- Increased occupancy from 75% to 100% within a 14-month period in Independent Living
- Facilitated Sales Trimester Planning and maintained business development reports
- Responsible for outside business development by initiating and receiving professional referrals from skilled facilities, hospitals, churches and local community businesses
- Led, coached and mentored the sales and marketing team as well as new sales and marketing directors in the Jacksonville market
General Manager
Office Suites PLUS
Jacksonville
03.2005 - 06.2011
- Billed over $1 million in 2006 for the Jacksonville suite location.
- Increased occupancy in the new opening suite from 0% to 92% within 18 months, from 2008 to 2009.
- Maintained and increased occupancy levels to 100% for 10 consecutive months in 2006.
- Negotiated lease agreements and was responsible for recruiting, hiring, and team management.
- I operated as the Assistant General Manager and General Manager trainer for the company.
- Managed all data reporting for operations and sales operations by utilizing Yardi and Salesforce.
Education
Bachelor of Arts (B.A.) - Psychology, Social Work
University of North Florida
Jacksonville, FL01.2004
Skills
- Customer relationship management
- Technical concept analysis
- Business communication
- Executive-level presentations
- Team leadership
- Negotiation strategies
- Operations management
- Financial reporting and analysis
- Budget management
- Profit and loss analysis
- Interviewing skills
- Time management techniques
- Market research methodologies
- Staff management and development
- Sales team mentoring
- Lead generation strategies
- Sales planning and forecasting
- Project management principles
- Management by objectives and KPIs
Accomplishments
• Named Top Sales & Marketing Director, Brookdale Exsellence Magazine (2012)
• Highest Community Net Gain Award, Brookdale Senior Living (2012)
• Team Player Award, Office Suites PLUS (2009 – 2010)
• Corporate IT Award, Office Suites PLUS (2009)
• Million Dollar Club, Office Suites PLUS (2006)
• Salesperson of the Year, Office Suites PLUS (2006)
• Highest Community Net Gain Award, Brookdale Senior Living (2012)
• Team Player Award, Office Suites PLUS (2009 – 2010)
• Corporate IT Award, Office Suites PLUS (2009)
• Million Dollar Club, Office Suites PLUS (2006)
• Salesperson of the Year, Office Suites PLUS (2006)
Timeline
Customer Success Manager, Enterprise
ALINE OPS
07.2019 - Current
Director of Sales & Marketing in Senior Living
Brookdale Senior Living Inc.
06.2017 - 07.2019
Director of Sales and Marketing
Allegro
05.2014 - 02.2017
Sales and Marketing Director
Brookdale Senior Living
06.2011 - 05.2014
General Manager
Office Suites PLUS
03.2005 - 06.2011
Bachelor of Arts (B.A.) - Psychology, Social Work
University of North Florida