Lydia Yodie
Baltimore,MD
Summary
Dynamic and adaptive Customer Success professional with 10+ years experience in Account Management (SaaS specific). Client-obsessed and motivated to foster mutually beneficial relationships using strategic insights and complex problem solving. Challenger Sales certified with quantitative success in Cross/Up-selling to C-suite and Key Stakeholders. Consistent record of either meeting or exceeding quarterly KPIs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CLIENT ENGAGEMENT MANAGER II
Shopify → FLEXPORT (via acquisition)
07.2022 - Current
- Manage Enterprise-level merchants such as Vita Coco, Kea Babies, Colonbroom, and Lume Cube with a cumulative Gross Merchandise Value of inventory of over $300m, and total Annual Recurring Gross Revenue for the company of $15m
- Utilize data visualization tools (e.g
- Metabase and Mode) to compile and present Executive Business Reviews (EBR) to Key Decision Makers with focus areas including Service Level Agreement metrics, On-Time Shipment & Delivery, Sales Trends, Non-compliance rates, Demand, Inventory health, etc
- Identify and execute cross-sell and up-sell opportunities for services such as Freight, Wholesale, Prep, Fulfillment, Returns, Storage, Customs, Capital and Insurance offerings to drive revenue growth and improve customer success and retention rates
- Draft and spearhead Standardized Operating Procedures across fulfillment centers, promoting a uniform merchant/buyer experience
- Collect and communicate customer feedback and insights with Product and Engineering teams to align our offerings
- Track, meet, and exceed Key Performance Indicators (KPIs) for this role such as Order Volume, Healthy Inventory levels, low Churn Risk, consistent opportunities, frequent customer communication, positive feedback and more
- Maintain & monitor data and opportunities across my book of business via HubSpot & Salesforce.
ACCOUNT MANAGER
Whitebox Technologies (Third Party Logistics/Ecommerce Tech)
07.2021 - 07.2022
- Manage, grow and retain the top 20% revenue-generating clients, most within the Consumer Packaged Goods (CPG) space including Ricola, Athletic Brewing, SNACKLINs, Popcornopolis
- Optimize client’s Ecommerce health, Seller standings, and Search Engine Optimization (SEO) across multiple platforms including Amazon (SFP, FBA), Shopify, Walmart, and eBay
- Monitor and present key metrics related to Sales Volume, Inventory health, Shipping and Delivery speeds, Top-selling products, Search Engine Optimization (SEO) and maintain merchant compliance across marketplaces and within warehouses
- Collaborate with Operations to identify opportunities for efficiencies in Standard Operating Procedures within the supply chain
- Compile reports, analyze, and present valuable success metrics via regular Business Reviews with key stakeholders
- Work closely with UX and Product Engineers to identify gaps and suggest improvements to create a valuable customer experience
- Guide onboarding and implementation for new clients.
SENIOR MANAGER, BUSINESS DEVELOPMENT & MEMBERSHIP
World Trade Center Institute (Non-profit/International Trade Services)
10.2013 - 06.2021
- New Membership Sales resulting in a membership increase of 20% over four years
- Strategic Onboarding & Account Management for >90 Corporate clients with a retention rate of 98%
- Maintain a Sales pipeline and monitor/update Customer Relationship Management (CRM) software (Salesforce)
- Acting Project Manager for Member programs generating >$200k+ in revenue and ~500 attendees per event
- Proposed new membership service offerings and assisted with implementation of a virtual Member portal including program mapping and product testing
- Curation and distribution of Digital Marketing content to drive New Membership Revenue and Event Sponsorship Sales
- Acting representative on the Governor of Maryland’s Committee for International Affairs and the Maryland Leadership Committee
- Acting representative for the World Bank’s Private Sector Liaison Office of Maryland.
Education
Bachelor of Science – Business Communication -
Towson University
01.2012
Skills
- Client Retention & Growth
- Cross-functional Program Management
- CRM (Salesforce, HubSpot) & Project (Jira) Management
- EBR/QBR Execution
- Team Oversight
- Strategy Development
- Special Projects
Accomplishments
- Awarded recognition for Excellence in Account Management at Whitebox Technologies, Fall 2022
Certification
- Challenger Sale Certified
- CTPAT Certified
- 2022 Amazon Retail for Advertisers & Sponsored Products Certification
References
References Available Upon Request
Timeline
CLIENT ENGAGEMENT MANAGER II
Shopify → FLEXPORT (via acquisition)
07.2022 - Current
ACCOUNT MANAGER
Whitebox Technologies (Third Party Logistics/Ecommerce Tech)
07.2021 - 07.2022
SENIOR MANAGER, BUSINESS DEVELOPMENT & MEMBERSHIP
World Trade Center Institute (Non-profit/International Trade Services)
10.2013 - 06.2021
Bachelor of Science – Business Communication -
Towson University
- Challenger Sale Certified
- CTPAT Certified
- 2022 Amazon Retail for Advertisers & Sponsored Products Certification
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