Lashon Green
Westampton,NJ
Summary
Dedicated Customer Success/Account Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Senior Customer Success Manager
Motive Technologies
11.2022 - 07.2023
- Managed a Book of Business including 86 Commercial Fleets in the amount of $2,204,352.00 with 101% retention rate per quarter
- Maintained high-touch, proactive outbound, engagement with clients to drive utilization of Motive's platform to enable clients to achieve their outcomes
- Drove value realization through casual and formal interactions, such as quarterly/monthly executive business reviews, that communicate the value achieved through Motive
- Identified growth opportunities aligned to helping clients achieve their goals, delivered as Customer Success Qualified Leads (CSQLs)
- Partnered with internal stakeholders, such as support, to solve client escalations and ensure timely resolution of issues
- Acted as an internal advocate for Motive's clients - including identifying BETA and referenceable clients
- Provided rigorous execution, documentation, and attention to detail in all activities
- Applied critical thinking skills in order to problem solve and consulate clients on the best approach to achieving their goals
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training for clients and mentored their team members to promote productivity by using the Motive Platform.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
Senior Account Manager
Dodge, Analytics, DCN
01.2016 - 01.2022
- Manage and maintain multiple accounts approx.$3.5 million in annualized revenue, develop positive working relationships with all customer interactions
- Attained all KPI requirements designed to improve account retention
- Negotiated prices for products to reduce cost of acquisition by achieving lower price.
- Processed, administered and monitored annual service contracts for all accounts.
- Drove client retention by recommending brand products to customers to encourage repeat purchases, upsells and foster customer loyalty and satisfaction.
- Educated clients on new products or services to increase customer engagement with brand.
- Managed customer activity with CRM tools with carefully executed follow-up to close any open issues or opportunities
- Developed existing customer sales opportunities within the assigned territory
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
Account Manager
Dodge Data, McGraw-Hill Financial
01.2013 - 01.2016
- Responsible for all the phases of the renewal sales process - proactively contacting all customers with expiring contracts, generating renewal quotes, ensuring renewals are complete, and maintaining customer contact regularly prior to the renewal
- Maintain and manage over 1100 accounts per year
- Maintain high customer retention rates through the development of strong relationships with key decision makers and users within an organization
- Manage a pipeline of renewal opportunities and deliver results against monthly, quarterly and yearly forecast objectives and provide & maintain a rolling forecast and track sales activity in Siebel
- Effectively communicate with external customers regarding renewal inquiries
- Interact with other departments including Customer Care, Finance, and Sales to meet and deliver customer requirements/expectations, provide Excellent Customer Service
- Generates renewal letters, quotes and agreements
Customer Service Executive
07.2012 - 09.2013
- Provide superior customer service via telephone and e-support for the Dow Jones suite of products
- Supported the“voice of the customer” functionality to implement updates and changes to the online data provider
- Assist customerswith inquiries concerning product navigation, content, research advice, billing/account administration, and first linetechnical support into Salesforce.com
- Assist in identifying opportunities within accounts and escalate/liaise with Sales teams.
Research Analyst
10.2007 - 07.2012
- Alternative/Energy Indexes Group
- Calculate, maintain, and distribute Dow Jones Electricity indexes for both U.S
- And Europe
- Ensureaccurate and timely indexes calculation, as well as process all monthly and weekly reports
- Responsible for end-of-day Energy indexes production for Daily Pre-Schedule
- Field client inquiries and requests based on superior response time, accuracy and delivery
- Also assist sales team inany issues regarding the Indexes
- Research domestic and foreign corporate actions for companies, requiring thorough inspection of SEC andinternational stock exchange filings
- In addition, research companies current classifications based on the Dow Jones
- Indexes Classifications Structure
- Project manage index migration projects by creating notifications, researching company IT interfaces and platformsand preparing the client for the migration process.
Database Statistician/Staff Assistance
10.2001 - 10.2007
- Equity Indexes Group - Market Data Group / Global Indexes
- Performed data quality management for the Wall Street Journal, while verifying statistics from the U.S
- And foreignfinancial markets
- Interpreted financial market and corporate actions data from exchanges and applied them to database systemswhich process the market data, computes index levels, and provides market-related statistics
- Frequently monitoredvarious systems to ensure that the price flow is correct and accurate on systems including Bloomberg, Real-Time and
- FIDS to make sure indexes are outputting the correct values
- Liaise with technical support to ensure that current and accurate data is disseminated to all vendors
- Compiled data reports for Dow Jones Indexes Data Support group for licensed vendors on a daily, monthly,weekly, and quarterly basis or as needed
- Performed other clerical and general office duties including but not limited to inputting and researching variouscorporate actions on a daily basis
- Performed data management, current and historical requests for data for licensees on a daily, monthly, weekly, andquarterly basis
- Responsibilities also included fielding Market Data query questions for the Wall Street Journal's, Money and
- Investing Section
- Produced end of quarter Global Stock reports for the Wall Street Journal as well as the performance of the 30components in the Dow Jones Industrial Average
- Supported the Public relations team with any data requests as needed to go to press.
Education
BA - Business Administration/Management
Strayer University
Washington, DC2026
Skills
- Microsoft Office Suite, Google Workspace, CPQ, Salesloft, Slack
- Salesforce CRM Experience
- Interdepartmental Collaboration, Peer Relationships
- Research
- KPI Monitoring
- Pipeline Development, Sales Cycle Management
- Customer Success, Customer Relations, Effective Customer Communication, Customer Needs Assessments, Quarterly Reviews
- Account Management, Renewal Opportunities, Renewal Validation, Customer Retention, Renewing Accounts
- Mentoring Colleagues
Accomplishments
- Project Management
Timeline
Senior Customer Success Manager
Motive Technologies
11.2022 - 07.2023
Senior Account Manager
Dodge, Analytics, DCN
01.2016 - 01.2022
Account Manager
Dodge Data, McGraw-Hill Financial
01.2013 - 01.2016
Customer Service Executive
07.2012 - 09.2013
Research Analyst
10.2007 - 07.2012
Database Statistician/Staff Assistance
10.2001 - 10.2007
BA - Business Administration/Management
Strayer University
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