Melissa Ferguson
Lampasas,TX
Summary
Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, ensuring client satisfaction and retention. Proficient in problem-solving and communicating effectively to ensure customer success. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
10
10
years of professional experience
Work History
Business Development Manager
Contracted
01.2023 - Current
- Increased quality of hire through thorough pre-screening of candidates, conducting in-depth interviews and reference checks.
- Streamlined interview scheduling for efficiency, coordinating with hiring manager and candidates to ensure a smooth process.
- Developed strong relationships with candidates, ensuring a positive experience and promoting long-term connections within the industry.
- Collaborated with hiring managers to develop accurate job descriptions that effectively communicated role expectations and requirements.
- Enhanced candidate experience by providing timely and constructive feedback throughout the recruitment process.
Accounting/Office Manager
Texas Highway Haulers
05.2023 - Current
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Handled sensitive information with discretion, maintaining confidentiality of company documents, personnel records and payroll information.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Used accounting software to reconcile accounts, track income, and generate invoices.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
Customer Success Manager
Quotient
04.2021 - 12.2022
- Managed client campaigns by organizing and conducting campaign kick-off calls, monitoring in-flight campaign performance, and creating end of campaign presentations
- Analyzed data and provide to clients along with recommendations and insights for increased performance
- Worked cross-functionally to ensure client’s needs are met, campaigns hit sales goals, and provided solutions for issues that arose
- Maintained strong and healthy relationships with clients to ensure satisfaction and continued partnership with the company
- Stayed up-to-date on clients’ industry, key objectives and challenges in order to make informed recommendations and build clients’ trust
Professional Development Coordinator, Project Manager
Edgenuity
- Conducted onsite training to curriculum coordinators, teachers, and administrators.
- Trained department leads and provided key training materials to ensure they were setup for success to pass their knowledge off to teachers for quick and effective use of product within their classroom.
- Collaborated with regional teams to monitor overall client health and identify customers requiring additional support.
- Maintained ongoing communication with internal partners and regional teams to confirm professional development needs, forecasted regional delivery needs, and supported large implementations
Inside Sales Representative/Account Executive
Edgenuity
- Developed new business, penetrated targeted accounts, and drove sales in assigned territory.
- Generated new business pipeline through calling on prospects, customer, inbound leads, and cold calling within assigned territory
- Owned retention, growth, and innovation strategies while nurturing relationships with new and existing opportunities
- Tailored presentations to needs of client and delivered presentations to negotiate and finalize sales orders
- Developed, sustained, and grew own book of business by selling multiple products and solutions to clients
- Delivered outstanding service to customers to retain business by finding opportunities to broaden the scope of services and products to existing customers
- Cold-called prospects and identify decision makers within targeted areas to begin sales process.
- Developed product interest through outbound cold calling across a set of existing customers along with breaking into new clients in assigned territory
- Owned and managed my pipeline, forecasted revenue to management and developed strategies to grow the business.
- In 6 months, was able to double the previous sales rep’s 1-year quota
- Closed 85% of new business within first year as a sales representative
- Increased new business in territory by 50%
Client Success Manager
Edgenuity
- Achieved quota of $846,000 and surpassed it by hitting over $1,000,000 in renewal sales.
- Owned and executed a portfolio of renewal contracts in assigned territory
- Exceeded up-sell and cross-sell revenue targets by identifying growth opportunities
- Owned and managed the renewal process with customers in assigned territory by creating renewal quotes and ensured renewals occured on time
- Increased customer retention by conducting regular check in calls and providing solutions for adoption and increase in product usage.
- Mainted, updated, and provided accurate renewal forcast for management team while identifying and creating solutions for any renewals that were at risk
- Worked with account managers and support to effectively resolve customer escalations
Resource Coordinator
Edgenuity
09.2015 - 04.2021
- Schedule and maintain awareness of professional development deliveries.
- Assist in training new hires and develop documents for training
- Communicate site readiness and preparation requirements to customers for all session deliveries.
- Ensure customers and appropriate parties receive communication regarding professional development available, expiring service, and completion of hours.
- Collaborate with regional teams to monitor overall client health and identify customers requiring additional support.
Product Support Specialist
Edgenuity
- Provided technical support, step-by-step, and point-to-click training for teachers, parents, and administrators.
- Acquired and developed working knowledge of products, operating systems, and technologies that support the training program.
- Efficiently utilized resources and tools in order to troubleshoot, research, and effectively communicate resolutions to customers.
- Utilized telephone communication as primary means of communicating with customers, articulating solutions, and providing exceptional customer service.
Education
MBA - Masters in Business Administration
University of Phoenix
08.2013
Bachelors - Elementary Education
Boise State University
05.2010
Skills
- 5 years in SaaS and EdTech Industry
- Experience owning renewals as a CSM in EdTech and Media Marketing
- Experience managing large, complex, national accounts - responsible for driving revenue with retention and expansion
- Extreme degree of written and verbal communication and excellent presentation skills
- Highly skilled in managing multiple initiatives with an exceptional level of organizational skills
- Collaborative with all areas within organizations and team members
- 3 years Salesforce experience
- Strong relationship development and negotiation skills
- Background in driving sales, renewals, and hitting company quota
- 2 years experience selling in the software/technology industry
- Strong drive for results
- Strong research skills in analytics, data, and databases
Timeline
Accounting/Office Manager
Texas Highway Haulers
05.2023 - Current
Business Development Manager
Contracted
01.2023 - Current
Customer Success Manager
Quotient
04.2021 - 12.2022
Resource Coordinator
Edgenuity
09.2015 - 04.2021
Professional Development Coordinator, Project Manager
Edgenuity
Inside Sales Representative/Account Executive
Edgenuity
Client Success Manager
Edgenuity
Product Support Specialist
Edgenuity
MBA - Masters in Business Administration
University of Phoenix
Bachelors - Elementary Education
Boise State University
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