MADELYN ESKRIDGE
Charlotte,NC
Summary
Dynamic and resourceful Account Manager focusing on customer success by offering expertise in building strong partnerships, retaining key accounts, and recovering lost accounts. Strong leader with proven ability to work interdepartmentally to increase customer satisfaction by building better process flows, communicating customer concerns, supporting operations, and emphasizing team collaboration.
Overview
7
7
years of professional experience
Work History
Account Manager
Metrobi
Boston, MA
02.2022 - Current
- Manages a portfolio of over 200 SMB and enterprise businesses by building strong relationships, effective issue and conflict resolution, and finding the best products for each client
- Increased NDR from below 95% to 120% by expanding spend with active clients and recovering lost accounts
- Onboards new accounts weekly to educate them on business solutions and teach them how to use our platform to achieve delivery success
- Works interdepartmentally to build better process flows, develop marketing solutions, and manage operations to ensure client satisfaction and success
- Manages and presents KPIs on customer retention rates, customer feedback ratings, and legacy bookings to reach monthly and quarterly goals
Solar SMB Account Manager
SUNLIGHT
Charlotte, NC
06.2021 - 02.2022
- Managed and maintained a portfolio of 70 SMB partners with a gross revenue of $130 Million by establishing strong connections and bi-weekly or weekly meetings to keep track of business goals via phone call or virtual meetings
- Exceeded quarterly monetary sales goals by 148%
- Worked interdepartmentally with many teams weekly to come up with business development products to reach solutions for our partners to remain competitive in the Solar Finance Industry
- Established queue system for stipulation resolutions to resolve escalated issues from 1-2 business days down to 3 hours
Director, Dealer Services
TRÜNORTH WARRANTY PLANS OF NORTH AMERICA
Huntersville, NC
01.2019 - 09.2020
- Managed Department of Dealer Services and maintained relationships and expanded growth with over 350 SMB and enterprise accounts.
- Provided support to sales and account management team by providing them with effective marketing, reporting, and other organizational tools to target and improve sales in US and Canada by roughly 25% each year
- Oversaw timely development of 12 after-market warranty products to obtain 150 new partners
- Established a 60-day turn-around time for creating new products and a yearly update of over 30 legal contracts in multiple languages
- Worked on projects closely with IT to implement new data entry processes, monetary tracking of our partner’s deals, tracking timelines of claim resolutions and updating our website to create an effective user portal for our partners to track their deals through
- Worked with a budget of $1M with NASCAR to establish corporate team sponsorship and maintain updated marketing swag for races, events and promos.
Executive Assistant
TRÜNORTH WARRANTY PLANS OF NORTH AMERICA
Huntersville, NC
06.2014 - 12.2018
- Worked with Director of Dealer services to provide administrative tools and marketing to our rapidly growing business partners with a budget of approximately $3,500/month to create effective marketing tools such as t-shirts, onboarding packets, vinyl signs, etc
- Developed and maintained an internal client filing system that was audited yearly to manage client data effectively
- Compiled and analyzed sales and marketing reports weekly to find new areas of business to improve and focus on.
Education
HIGH SCHOOL DIPLOMA -
William Amos Hough High School
2016
Skills
- Acquisition and Retention Strategies
- Team Leadership
- Revenue Growth
- Issue Resolution
- Business Development
- Teamwork and Collaboration
- CRM Software such as Hubspot and Salesforce
Timeline
Account Manager
Metrobi
02.2022 - Current
Solar SMB Account Manager
SUNLIGHT
06.2021 - 02.2022
Director, Dealer Services
TRÜNORTH WARRANTY PLANS OF NORTH AMERICA
01.2019 - 09.2020
Executive Assistant
TRÜNORTH WARRANTY PLANS OF NORTH AMERICA
06.2014 - 12.2018
HIGH SCHOOL DIPLOMA -
William Amos Hough High School
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