Melissa Charles

Customer Data and Experience Platform - Startup

• Managing 50+ mid-market and enterprise accounts representing $2.4M in ARR, post-sale to renewal
• Exceeded net retention goal at 102% compared to team average of 97.5% in Q3
• Analyze individual customer performance based on industry data and market research to optimize success plans, achieving a 20%+ improvement MoM.
• Execute monthly business review (MBR) framework to communicate ROI proactively, identifying risks and minimize churn using data
• Influence customer future lifetime value through high product adoption, satisfaction and overall customer health.
• Collaborate with cross-functional teams to develop strategic plans that align with customer needs and increase revenue opportunities.

E-Commerce Marketing Platform - Startup

• Onboarded 45+ new mid-market accounts monthly, $375K+ in ARR, toward achieving business goals leveraging Privy products and features
• Pioneered weekly "office hour" program to scale product adoption, expand initial contracts, and drive retention MoM increase ROI on Privy platform by 10-15% QoQ
• Collaborated with colleague to exceed or reach quarterly OKRs and KPIs.
• Analyze customer data trends and authored seasonal playbooks to optimize customer performance and deliver tailored go-live experience.
• Championed critical feature enhancement process in partnership with Product and Engineering to improve CSAT and NPS.
• Aligned with Director of CS to identify and solution gaps in standard operating procedures to enhance workflows for CSM team

Supplier of high-quality nutritional and functional food ingredients

• 1st in role to own and manage inside sales business process; full customer lifecycle from inquiry to shipment
• Negotiated and executed all aspects of sales offers for new and existing enterprise accounts: Quotes, payment, shipping terms, and logistics
• Exceeded sales goals to date closing over $7M in nutritional product sales, domestic and international
• Designed standard operating procedures (SOPs) from the ground up and conducted new-hire/onboarding training for 10+ sales team members
• Successfully spearheaded CRM conversion from ACT to HubSpot
• Revived MailChimp email marketing campaigns that increased engagement by 25%+ YoY
• Partnered with executive team to scale operational goals and manage independent projects relating to marketing, process improvement, sales training, quality assurance

• Collaborated with internal departments in the acquisition of IT Hardware and Software, Athletics equipment, and Transportation Services totaling $2M annually with a specific focus on management of the competitive bidding process, vendor selection, contract review, and negotiations
• Co-managed with IT the $7.7M University-Wide Software/SaaS yearly maintenance renewals process
• Proactively monitored supplier performance through spend analysis, customer feedback solicitation, supplier reviews, and safety & insurance compliance checks
• Implemented and designed electronic and hard copy instructional marketing collateral to drive compliance and communicate best practices to a university-wide audience
• Managed full recruitment cycle process for student positions: created job postings, recruited & interviewed student candidates, training & orientation, payroll approval, and off-boarding
• Curated content and managed updates for Boston College Procurement intranet web pages for over 5k+ end users in the BC Community