Laurence D. Wilson
Altamonte Springs
Summary
Customer Success professional with 21 years of experience in driving customer satisfaction. Proven track record in SaaS, IaaS, and PaaS platforms. Achieved a 95% retention rate and reduced churn by 27%, demonstrating effective customer engagement strategies. Increased upsell revenue by 52% through targeted relationship building and onboarding initiatives. Skilled in leveraging CRM and analytics tools to enhance customer journeys and deliver measurable value.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
ShiftMed
10.2022 - 12.2024
- Executed onboarding processes for new customers and product additions.
- Achieved record-high retention rate of 95% in company history.
- Secured over 10 million in upsells, boosting revenue performance, ranking number 2 in CSM role.
- Facilitated weekly meetings with customers to identify needs and enhance business relationships.
- Resolved issues for complex management accounts through proactive problem-solving.
- Utilized QuickBooks and ChurnZero CRM software to boost operational efficiency.
- Exhibited empathy and active listening skills to comprehend customers' concerns and address issues.
- Collaborated with the sales team, IT department, and support teams to maximize customer satisfaction.
Customer Success Manager
Lumen Technologies
10.2020 - 10.2022
- Developed and executed detail-oriented customer success plans to identify goals and create upsell opportunities, ranking number two in company.
- Generated over $25 million in sales revenue from upsells, securing top 10 position within organization.
- Facilitated new customer onboarding and product upsell training for existing customer base.
- Conducted regular account reviews, gathering insights to identify future growth opportunities.
- Maintained open communication, demonstrating empathy and delivering consistent support to nurture long-term partnerships.
- Established strong relationships with key customers, leading to increased loyalty and retention.
- Showcased SaaS, PaaS, and IaaS solutions for upselling, reaching top three upselling revenue in the CSM role.
Senior Enterprise Account Manager
Lumen Technologies
05.2019 - 10.2020
- Responsible for developing enterprise sales in the designated target markets by identifying new sales opportunities
- Top 5 in the entire company with new sales logo
- After winning new business, manage customer relationships to gain strategic positioning with decisions makers, retain existing revenue and obtain additional business
- Developed and implement sales plans that provided clearly defined strategies, tactics, and timeframes to maximize revenue
- Exceeded 12k quota weekly goal
- Average revenue sold per week $14,778 using variety of sales strategies and marketing strategies
- Led regular stakeholder meetings to review progress against goals, address challenges, and celebrate successes, fostering strong partnerships with key accounts.
- Collaborated with cross-functional teams to deliver customized solutions that met client requirements and exceeded expectations.
- Optimized resource allocation across the portfolio through diligent monitoring of project timelines leading to higher customer satisfaction rates.
- Developed long-term relationships with clients, resulting in increased account retention and expansion.
- Conducted quarterly business reviews to assess client satisfaction levels, identify areas for improvement, and formulate strategies for continued success.
Enterprise Acquisition Sales Executive
Lumen Technologies
03.2018 - 05.2019
- Used action plans to closed new logo opportunities number 1 in the region and number 1 in lead generation using SAAS
- Had over 100 new logo sales in one year
- Exceeded weekly sales $6,000 quota. Average sales $7,894 per week deal closing
- Collaboration with field sales representatives to open new accounts and grow revenue. Number 1 in the region
- Achieved sales goals and service targets by cultivating and securing new customer relationships using social media as a main tactic
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies and a flawless sales presentation
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
Account Executive, Enterprise
Sprint Corporation
06.2016 - 02.2018
- Developed strong customer relationships to sell products and services, prospecting, cold-calling, networking, and generating leads through referrals. Top 10 in entire company
- Responsible for both new logo growth and retention of the active account base using multi-tasking abilities
- Fully utilized all Salesforce's tools for funnel management and other CRM's tools
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Logistics Broker
Total Quality Logistics
03.2015 - 06.2016
- Managed 40-50 loads ensured BOL documentation is correct and all compliance are follow
- Made calls to establish relationships and build a strong book of business. Had the fastest growing average book of business in the Region. 1-2 new customers per week
- Implemented an effective freight audit system to ensure accurate billing and prevent overcharges.
- Managed a diverse portfolio of clients, proactively addressing their unique shipping requirements and challenges.
- Built long-lasting partnerships with key industry stakeholders, fostering collaboration for mutual benefit in the logistics space.
- Boosted internal productivity by streamlining communication channels among team members and introducing time-saving tools.
- Streamlined warehouse processes for improved inventory management and order fulfillment accuracy.
- Reduced transportation costs through strategic carrier negotiations and volume discounts.
Sales Management Trainee
Truly Nolen Pest Control
02.2013 - 03.2015
- Completed all assigned, technical and management training programs. Over 50 training programs completed.
- Ensured employees have all the tools necessary to perform their jobs satisfactorily
- Streamlined communication processes within the sales team for better efficiency and collaboration.
- Utilized data analysis tools to identify trends, opportunities, and challenges in the market for strategic decision making.
- Spearheaded special projects aimed at improving overall team performance and increasing revenue generation.
Assistant Sales Manager- Door to Door Manager
Scotts Miracle Gro Corporation
07.2009 - 02.2013
- Had the number one team in the region. 19 sales reps. 27 totally markets
- Communicated daily with Service Manager to set service expectations for customers
- Prepared financial projections and develop a plan for achieving the goals set out in projections
- Forecast quarterly goals. Team exceeded every goal. 107% for the year
- Managed sales in line with budgeted financial performance
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
- Trained new hires on product knowledge, enhancing their ability to sell confidently and successfully close deals.
- Assisted sales team with completing customer transactions and managing issues.
- Developed strong client relationships for repeat business and increased referrals.
Inside Sales and Door to Door Sales
Scotts Miracle Gro Corporation
11.2003 - 07.2009
- Number 1 in the company cold call sales and top 3 in entire revenue sold. Over 1 million revenue sold
- Top door to door salesman close rate 27%. Average close rate for company 9%. Revenue sold over $400,000
- Top 10 in cross sells and upsells over $300,000 sold
- Negotiated favorable contract terms with clients while maintaining company profitability requirements.
- Supported trade shows or conferences as a representative of the organization''s inside sales team.
- Built strong professional networks within target industries which led to valuable referrals or introductions.
- Enhanced sales processes by analyzing performance data and identifying areas for improvement.
- Collaborated with the marketing team to create engaging promotional materials that targeted specific customer segments.
College Inter- Marketing Rep
Isle Capri Casino
05.2001 - 08.2001
- Built relationships with the high rollers club to increase company profits over 27% increase
- Helped plan events and promotions
- Created reports to track performance of marketing campaigns and suggest improvements.
- Collaborated with cross-functional teams to create cohesive marketing strategies that aligned with company goals and objectives.
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Provided exceptional customer service at promotional events, fostering positive relationships with potential clients and partners.
Education
Bachelor's Degree - Business of Administration, Marketing Major Minor in Accounting
Mississippi State University
Starkville05.2003
Skills
- Customer onboarding
- SaaS, PaaS, and IaaS platforms knowledge
- Upselling strategies
- Customer relationship management
- Training and mentoring
- Team building
- Professional and courteous
- Active listening
- Performance metrics
- Customer retention
Certification
- Customer Success- Foundational
- Cisco Customer Success Manager
- Udemy's Customer Success Manager
- Growth Molecules Success
- AWS Certification
- Gainsight Pulse
- Salesforce Marketing Cloud Social
- Cisco Routing and Sales Specialist
Accomplishments
- Ranked among the top 3 CSMs at ShiftMed, earning generous performance bonuses and additional paid time off for excellence in customer success.
- Achieved COE (Center of Excellence) recognition at Lumen Technology twice—an honor awarded exclusively to the top 10% of performers in each evaluation category.
- Recognized as Top Door-to-Door Manager in 2009, 2011, and 2012, consistently ranking among the top 3 in sales from 2003 to 2009. Awarded the Who’s Who distinction four times for exceptional performance and leadership.
Affiliations
- Volunteer ‘Big Brother’ leader at local schools and community events, mentoring youth and organizing activities to foster confidence and school engagement.
- I founded and oversee a nonprofit that provides essential clothing, shoes, and nutritious meals to individuals and families in need.
Timeline
Senior Customer Success Manager
ShiftMed
10.2022 - 12.2024
Customer Success Manager
Lumen Technologies
10.2020 - 10.2022
Senior Enterprise Account Manager
Lumen Technologies
05.2019 - 10.2020
Enterprise Acquisition Sales Executive
Lumen Technologies
03.2018 - 05.2019
Account Executive, Enterprise
Sprint Corporation
06.2016 - 02.2018
Logistics Broker
Total Quality Logistics
03.2015 - 06.2016
Sales Management Trainee
Truly Nolen Pest Control
02.2013 - 03.2015
Assistant Sales Manager- Door to Door Manager
Scotts Miracle Gro Corporation
07.2009 - 02.2013
Inside Sales and Door to Door Sales
Scotts Miracle Gro Corporation
11.2003 - 07.2009
College Inter- Marketing Rep
Isle Capri Casino
05.2001 - 08.2001
Bachelor's Degree - Business of Administration, Marketing Major Minor in Accounting
Mississippi State University
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