Lea Rhoden
Chicago
Summary
Client-focused and profit-driven account management with demonstrated success in defining, managing and delivering substantial sales growth across the highly-competitive SaaS market. Successful sales/sales management professional and operations experience with a consistent record of success in product/program development, key account management, project/portfolio management, client relations, multi-million dollar territory growth, negotiation and sales plan development/deployment. Proven expertise in all facets of SaaS customer service; utilize extensive industry expertise and knowledge of market rates to determine optimal pricing strategies and rapidly grow market share. Leverage a unique blend of abilities in developing cost benefit analysis, closing contracts and presenting solutions to illustrate clear, incontestable value and successful outcomes for clients.
Enterprise customer success professional with strong foundation in client relationship management and strategic planning. Adept at driving customer satisfaction through tailored solutions and proactive support. Leverages team collaboration and adaptability to meet evolving client needs and deliver measurable results. Skilled in communication, problem-solving, and project management, ensuring clients achieve their desired outcomes.
Overview
10
10
years of professional experience
Work History
Enterprise Customer Success Manager
Ziprecruiter
12.2021 - Current
- Own effective client onboarding, implementation, training, and engagement; as well as provide meaningful strategic insights and recommendations to our clients to ensure their success on our platform
- Partner with our Enterprise Sales and Product Strategy teams to maximize client ROI, enabling long-term account growth
- Focus on relationship building, including talking directly to key decision makers at Fortune 500 and similarly sized companies; and will strive to deliver 'WOW' experiences for our customers
- Serve as a trusted partner and recruitment expert to key customer stakeholders
- Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their recruiting goals and maximize their ROI
- Oversee account setup and project manage the implementation to launch, including customer training and onboarding to set the client up for success
- Collaborate with the Enterprise Sales and Product Strategy teams to deliver results and create a great customer experience, leading to revenue retention, renewals, and upsells
- Define success criteria with clients and monitor and optimize performance to ensure targets are exceeded
- Leverage data and analytics to improve effectiveness of each client's recruitment advertising campaigns and showcase long-term customer value
- Serve as an intermediary between our customers and internal teams to troubleshoot technical issues and to advocate for enhancements that improve our product and customer results
- Maintain advanced knowledge of various industry technologies and ZipRecruiter products and services
- Travel to client premises as needed to review performance and recommend additional product offerings
- Successfully maintained and grew budget quota of $5.5M+ for 3 consecutive years while maintaining 0% churn.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
- Assisted management with first-level support inquiries.
Customer Success Manager
INVISION SOFTWARE
01.2021 - 01.2022
- Serve as a member of a cross-functional Customer Experience team with the primary goal to win new customers and ensure they over achieve their desired outcomes with Injixo and The Call Center School solutions
- Work closely with prospective and existing customers across the US, Mexico and Canada; build relationships, promote adoption, solve problems and identify new business opportunities
- Drive the success of enterprise B2B SaaS offerings by leveraging previous experience of the complex sale
- Apply professional sales methodology (e.g
- Lean, Inbound or Strategic Selling) to convert leads into new customers
- Identify and proactively drive new revenue opportunities with existing clients by up- and cross-selling additional services, new product components or extended footprint
- Engage as a trusted advisor to prospects and customers with a deep understanding of software products and workforce management (WFM)
- Conduct customized online demos to prospects, addressing their specific WFM challenges and confirming they will achieve desired outcomes
- Maintain laser focus on customer value to enable customers to become long-term subscribers and evangelists
- Actively contribute towards open and team-focused culture that promotes knowledge exchange and team growth
- Successfully attained sales quota of $323K in Q1 and Q2 2021
Senior Account Manager
GLOBAL CHARTER SERVICES, DBA BUSTER/BUSBANK
01.2018 - 01.2021
- Accountable for the management of multiple corporate accounts; develop positive working relationships with all customers throughout the client retention process
- Collaborated with Associate Account Managers and Ad Operations on day-to-day operations including campaign development, receipt of creative or tags, trafficking, optimization, troubleshooting and QA; worked closely with Analytics and Ad Operations to determine root causes for customer success or failure; drove requirements for product or process enhancements as needed
- Partnered with internal cross-functional teams to understand customer goals and key performance metrics; consistently exceeded goals throughout the campaign
- Leveraged technical tools and quantitative data to successfully manage campaigns; increased customer satisfaction and renewals
- Managed customer activity with CRM tools for maximum efficiency and visibility; followed up and resolved open customer issues to successful conclusions
- Drove client retention and renewals by upselling and creating new service offerings to increase client satisfaction
- Adhered to established processes and workflow for campaign development and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and troubleshooting with pixels, creative assets and campaign reporting
- Managed weekly campaign status documents for management review; prepared campaign insights reporting including analysis and research
- Provided input on new processes and workflow for increased efficiencies and sales revenues
- Collaborated with Finance team for billing setup and customer invoicing
- Spearheaded the maintenance of customer service levels, operational excellence and strategic insight to drive a superior customer experience
- Successfully managed accounts valued at $1.8M in annual sales revenue
Account Manager
GLOBAL CHARTER SERVICES, DBA BUSTER/BUSBANK
01.2015 - 01.2018
- Identified business opportunities with prospects and evaluated their position in the industry; researched and analyzed sales data to drive increased sales revenues
- Sold the portfolio of products by establishing initial customer contact; developed relationships to increase brand awareness and sales revenues
- Successfully maintained relationships with clients by providing product support and guidance; researched and recommended new products for improved service and profit
- Identified product improvements or new products by researching industry trends, market activities and competitors
- Utilized extensive knowledge of current and historical market trends to establish and implement strategic sales objectives/business plans; ensured successful brand integration
- Developed key markets and accounts; formed partnerships and loyal, long-term professional relationships; implemented strategic plans and provided optimal sales support and customer service to diverse customers
- Prepared account management reports; collected, analyzed and summarized data for presentation to management
- Ensured high quality service by establishing and monitoring organization standards
- Increased professional and technical knowledge by attending educational workshops; reviewed professional publications, established personal networks, benchmarked state-of-the-art practices and participated in professional organizations
- Grew and maintained accounts valued at $1M in annual sales revenue
Education
Bachelor of Arts - Business Management/Urban Planning
UNIVERSITY OF ILLINOIS AT CHICAGO
Chicago, IllinoisSkills
- Account Management
- Client Relations & Retention
- Customer Needs Analysis
- High-Impact Sales Presentations
- Solution & Strategic Selling
- Market Analytics
- Regulatory Compliance
- Budgeting & P&L Management
- Quality Assurance
- Revenue Growth
- Operational Enhancement
- Networking Ability
- Data-driven decision-making
- Salesforce proficiency
- CRM software expertise
- Performance metrics analysis
Volunteer Experience
- March of Dimes, Walker
- Project Reassurance, Workshop Presenter
- James Jordan Boys and Girls Club, Presenter
- Memorial Park, Calumet City, Youth Leader
References
Available on Request
Timeline
Enterprise Customer Success Manager
Ziprecruiter
12.2021 - Current
Customer Success Manager
INVISION SOFTWARE
01.2021 - 01.2022
Senior Account Manager
GLOBAL CHARTER SERVICES, DBA BUSTER/BUSBANK
01.2018 - 01.2021
Account Manager
GLOBAL CHARTER SERVICES, DBA BUSTER/BUSBANK
01.2015 - 01.2018
Bachelor of Arts - Business Management/Urban Planning
UNIVERSITY OF ILLINOIS AT CHICAGO
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