Laura Wayman
Senior Customer Success Manager/ Senior Sales Consultant
Azusa,CA
Summary
Encouraging manager with over 12 years of experience driving success through analytical problem-solving and with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Main focus is in creating functional solutions for clients with SaaS solutions, Cloud, workflow automation, Content Management Solutions, and process automation.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
ECS Imaging
1 2020 - Current
- Identify organizational needs and capture business opportunities in SLED and private sector, while consistently exceeding goals, building relationships, and supporting superior customer experiences
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Managed a diverse portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Consistent President's Club Winner for top Sales every year
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Fostered a client-centric culture within the organization, instilling a shared commitment towards delivering top-notch service.
- Managed and retained 99% of accounts
- Identified the need for skills development and delivered organization-wide customer experience training to customer success team with a keen focus on improving overall employees' performance and efficiency
- Created Employee performance documents like 90 reviews and training material for new hires
- Delivered project management expertise and worked with customer and technical team to accomplish a delayed and at-risk project and which resulted in further completion of projects and customer satisfaction
- Commended as a ‘Consistent top-performer' for exceeding first and second-year targets and generating a $2.5M pipeline in less than six months between existing and new clients
- Recognized for being a Team Player by working together to create and enhance controls, methods, and procedures that increase the firm's overall effectiveness and ensure exceptional customer service
- Developed and designed marketing flyers, powerpoint presentations, and presented at trade shows and conferences.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Managed senior-level personnel working in marketing and sales capacities.
Regional Sales Manager
Image Source
01.2018 - 01.2020
- Analyzed market trends and developed effective plans to increase brand awareness
- Developed and executed go-to-market strategy and plans for cross-industry and brand
- Conducted B2B Calls go on account reviews, cold calls, and updated leads to increase teams' ability to close deals in a shorter period of time
- Determined customer-specific requirements and delivered effective solutions to enhance customer satisfaction and retention
- Developed several lender contracts to Finance equipment
- Utilize knowledge of Terms & Conditions and collaborate with clients to examine contracts
- Increased year-over-year profit for San Diego Branch by 200% by improving team collaboration and executing deals closing strategies
- Delivered effective training and mentoring to team, aimed at developing sales skills and increasing productivity
- Directed a team of Outside Sales Representatives to prospect potential clients by conducting cold calls.
- Managed a diverse portfolio of accounts across multiple industries to ensure consistent revenue generation within the region's jurisdiction.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Business Manager
Nordstrom, Inc
01.2013 - 01.2018
- Managed customer database of over 400 clients in company proprietary CRM – PersonalBook to track purchases, client visits, purchasing behavior, and restocks
- Tracked sales and Key Performance Indicators (KPI) via sales dashboard to achieve performance targets
- Rank each salesperson's shop score in the department, regionally, and on a corporate level
- Selected for Nordstrom Future Leaders and Manager Development program and mentored program to promote professional growth and development
- Increased annual year-over-year sales by 25% ($66,000), by maximizing outreach B2C and developing events for clients to attend
- Ranked #3 overall in increased sales in the Southern California region
- Achieved distinction as a top sales performer, consistently receiving recognition for outperforming quotas and surpassing corporate goals
- Established and achieved KPIs by executing workshops, implementing best practices, and directing top-performing teams
- Delivered effective training and mentoring to staff on better selling strategies, aimed at improving productivity and increasing customer base
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Communicated with customers and vendors positively with particular attention to problem resolution.
Education
Bachelor of Science - Communications
Cornell University
Ithaca, NYAssociates - General Studies
Valencia Community College
Orlando, FLDiploma - undefined
Olympia High School
Orlando, FLSkills
Professionalism
Mentoring
Research
Field Consulting
Sell Technical Products
Requirements Management
Deliver Technical Presentations
Pre-Sales Support
CRM Software
Training Seminars
Client Rapport-Building
Records Management
Customer Needs Assessment
Collaborative Environments
Pipeline Development
Outreach Initiatives
Revenue Growth
Key Account Development
Training Programs
Consultative Selling Techniques
Sales Management
Renewal Opportunities
Quality Control Standards
Business Development
Customer Retention
Staff Leadership
Laserfiche
Salesforce
Microsoft Word, Outlook, Excel, and PowerPoint
Dashboard KPI (Sales Reporting)
Active Listening
Solution & Suggestive Selling
References
References available upon request
Timeline
Regional Sales Manager
Image Source
01.2018 - 01.2020
Business Manager
Nordstrom, Inc
01.2013 - 01.2018
Customer Success Manager
ECS Imaging
1 2020 - Current
Bachelor of Science - Communications
Cornell University
Associates - General Studies
Valencia Community College
Diploma - undefined
Olympia High School