Leila Preyer
Smyrna,GA
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Key Account Manager Hybrid
Planet Payment
07.2023 - 12.2023
- Cultivated and nurtured robust client relationships, resulting in a 87% increase in sales by strategically upselling and cross-selling products from the portfolio. Notably, played a pivotal role in selling Property Management Systems (PMS) and Payment solutions to new customers, contributing significantly to overall business growth.
- Implemented a consultative selling approach and delivered effective customer solutions, leading to the successful acquisition and retention of high-value accounts. This approach resulted in a substantial revenue boost and strengthened the company's market presence.
- Led strategic meetings with key stakeholders to gain profound insights into customer needs. Utilized these insights to develop targeted action plans, ensuring alignment between customer requirements and the offered solutions.
- Proactively identified opportunities within the existing client base, leveraging a deep understanding of client pain points to propose and implement value-added solutions. This proactive approach not only solidified existing relationships but also opened doors to new business ventures.
Senior Customer Success Manager
Planet Payment
07.2022 - 07.2023
- Played a pivotal role in elevating client satisfaction by collaborating closely with operational teams. Facilitated the resolution of service issues, resulting in an impressive 65% improvement in overall customer satisfaction
- Spearheaded comprehensive training programs and provided hands-on mentorship to team members, cultivating a culture of productivity and a steadfast commitment to delivering friendly and efficient service.
- Proactively tracked customer progress and ensured timely resolution of inquiries by collaborating with internal product teams. Provided accurate updates, contributing to a seamless and enhanced customer experience.
- Established and maintained comprehensive customer success documentation for both internal and external use, ensuring a consistent and informed approach to customer interactions.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team which were implemented company wide
Senior Customer Success Manager
Protel North America Inc.
10.2020 - 07.2022
- Conducted 10+ on-site solution-oriented analyses across North America, collaborating closely with the product team. This hands-on approach significantly contributed to the development of an enhanced product, reflecting a commitment to continuous improvement.
- Developed a comprehensive understanding of key clients' needs and requirements, resulting in the creation of tailored solutions that precisely addressed their unique challenges.
- Generated insightful reports based on customer data and effectively communicated results to stakeholders. This practice provided valuable insights into customer success and informed strategic decision-making.
- Assisted customers with onboarding and product setup, ensuring a seamless and successful adoption process. This hands-on support contributed to increased product usage and overall customer satisfaction.
- Collaborated closely with the sales team, bringing a technical perspective to customer interactions and providing crucial support in the sales process.
- Represented the company at both national and international tradeshows, playing a vital role in showcasing product capabilities and engaging with a diverse audience.
Business Development Manager
Protel North America Inc.
08.2017 - 10.2020
- Pioneered the establishment of protel's US office, demonstrating entrepreneurial acumen and successfully initiating the company's inaugural business operations in North America
- Played a pivotal role in acquiring new sales, spearheading the Request for Information (RFI) and Request for Proposal (RFQ) processes, showcasing a comprehensive approach to client engagement.
- Instrumental in achieving an exceptional 100% of the first-year sales quota, showcasing a commitment to exceeding targets and contributing to the company's early success in the US market.
- Represented the company at conferences and industry events, effectively promoting PMS products and establishing a strong presence in the market.
- Provided mentorship and training in consultative selling techniques to both new and existing staff members, contributing to the development of a highly skilled and effective sales team.
- Prepared and delivered compelling sales presentations to clients, showcasing the success and credibility of protel's products. This approach enhanced the company's image and instilled confidence in clients.
Software Consultant
Protel Hotelsoftware
10.2015 - 08.2017
- Led engaging in-person and online training sessions for new protel customers, cultivating a high level of proficiency and confidence in software usage across diverse client bases. This commitment to training excellence contributed to enhanced user capabilities and overall client satisfaction.
- Consulted with clients to align future software development with customer priorities, ensuring a forward-looking and tailored approach to software evolution.
- Provided software-related technical support through various communication channels, ensuring clients received prompt and effective assistance, enhancing overall customer satisfaction.
- Conducted compelling software demonstrations for potential clients, highlighting the strengths and capabilities of protel Cloud and on premise Property Management System (PMS) to showcase its value proposition effectively.
- Served as the technical expert on protel products at tradeshows and conferences, elevating the company's profile and reinforcing its reputation for innovation and technical excellence.
- Designed, tested, installed, and monitored new systems, ensuring a meticulous and comprehensive approach to system development and deployment.
Education
Bachelor of Arts - International Business
International University of Cooperative Education
Freiburg, Germany10.2017
Skills
- Key Account Management
- Client Relationship Building
- Customer Success
- Client Advocacy
- Customer Growth
- Cross Selling and Upselling
- Services Optimization
- Revenue Expansion
Certification
- PRINCE2 Foundation certified (European Project Management Certification)
Languages
German
Native or Bilingual
English
Native or Bilingual
Timeline
Key Account Manager Hybrid
Planet Payment
07.2023 - 12.2023
Senior Customer Success Manager
Planet Payment
07.2022 - 07.2023
Senior Customer Success Manager
Protel North America Inc.
10.2020 - 07.2022
Business Development Manager
Protel North America Inc.
08.2017 - 10.2020
Software Consultant
Protel Hotelsoftware
10.2015 - 08.2017
Bachelor of Arts - International Business
International University of Cooperative Education
- PRINCE2 Foundation certified (European Project Management Certification)
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