Maryann Kelly
New York,NY
Summary
Senior Account Manager/sales with 12+ years managing high-volume, high-dollar accounts and driving consistent revenue growth. Proven expertise in customer success, SAP order processing, contract negotiation, and onboarding that reduce churn and accelerate time-to-value. Strong communicator and problem-solver who builds lasting client relationships, streamlines order fulfillment, and mentors teams to improve service delivery; seeking to apply skills to expand account revenue and deepen customer partnerships.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Universal Marine Medical Supply
Miami Beach, Florida
12.2025 - 01.2026
- Managed post-sales activities through structured relationship plans and execution, producing measurable customer retention improvements.
- Championed customer advocacy by synthesizing feedback into actionable internal recommendations.
- Maintained product expertise and advised clients on feature use to increase platform adoption and value realization.
- Served as primary client liaison, addressing inquiries and requests to enhance satisfaction levels.
- Ensured accuracy in onboarding, orders, and subscription activations to reduce errors and speed time-to-value.
- Spearheaded development and execution of onboarding and change management plans to enhance user adoption and engagement.
- Facilitated regular check-ins and strategic reviews to enhance client renewals and mitigate churn risk.
- Implemented targeted strategies to enhance retention outcomes for at-risk accounts.
- Created and refined training materials to accelerate onboarding and successful platform use.
- Facilitated product discussions and transformed client feedback into strategic product enhancements.
- Achieved key performance metrics such as NPS, CSAT, and monthly billing forecasts through consistent performance tracking and improvements.
Senior Account Manager/sales
Universal Marine Medical Supply
New York
06.2016 - 12.2025
- Managed a $4M cruise account portfolio, ensuring consistent revenue growth and high client satisfaction.
- Processed customer orders with high accuracy, converting quotes and spreadsheets into SAP sales orders.
- Validated order details including product codes, quantities, pricing and shipping to ensure completeness.
- Verified orders against customer records, pricing agreements and inventory, resolving discrepancies promptly.
- Maintained knowledge of acceptable substitutions for out-of-stock items to avoid fulfillment delays.
- Communicated regularly with customers by email and phone to share delivery, PO and freight information.
- Notified customers of order conflicts and shipping delays, minimizing service disruptions.
- Tracked orders from entry to shipment and provided regular status updates to customers.
- Responded promptly to customer inquiries, improving order visibility and issue resolution.
- Developed and maintained strong relationships with existing and prospective clients in the cruise industry.
- Collaborated with cruise clients to meet medical supply requirements and ensure ships were well-equipped.
- Managed medical logistics and pharmaceutical supply chain to maintain onboard readiness.
- Delivered urgent supplies and set up ship medical facilities to meet client needs under tight timelines.
- Sourced medical supplies and equipment for the entire cruise fleet to support operational continuity.
- Managed medical outfitting for a new-build cruise vessel, supplying diagnostic, treatment and emergency gear.
- Coordinated with shipyard, vendors and medical leadership to ensure compliance with flag state and maritime health standards.
- Ensured medical department readiness through inspections and proactive inventory management.
Office Manager
I & S Enterprise
New York
05.2014 - 06.2016
- Managed daily office operations and scheduling for project teams, improving coordination across sites.
- Processed accounts payable and receivable, ensuring timely vendor and subcontractor payments.
- Maintained project records including contracts, permits, change orders, and insurance certificates.
- Assisted project manager with budgeting and cost tracking to keep projects on schedule and within budget.
- Supervised office staff and delegated tasks to maintain efficient workflow across multiple construction sites.
- Coordinated meetings, site visits, and communication between clients and contractors to streamline project delivery.
Education
Bachelor of Science - Business Administration
Boston University
BostonSkills
- Customer success & onboarding (Experienced), High-Volume, high-Dollar account Handling (Experienced)
- CRM & ERP System - SAP (Experienced), Contract Negotiation & Revenue Growth (Experienced)
- Microsoft Office Suite - (Excel, Word, PowerPoint, Outlook) (Experienced)
- Problem-solving, communication & Time Management (Experienced)
Timeline
Customer Success Manager
Universal Marine Medical Supply
12.2025 - 01.2026
Senior Account Manager/sales
Universal Marine Medical Supply
06.2016 - 12.2025
Office Manager
I & S Enterprise
05.2014 - 06.2016
Bachelor of Science - Business Administration
Boston University