Nancy Knight
West Chester,OH
Summary
Enthusiastic and accomplished Customer Success Professional with a passion for driving outstanding customer outcomes. Currently managing a $6M portfolio, where I have upsold 70% of clients, generating over $2.5M in ARR. I have demonstrated the ability to analyze customer data, boost product adoption, reduce churn, and provide tailored solutions to increase ROI.
Overview
21
21
years of professional experience
Work History
Senior Client Success Manager
Paycor
01.2018 - Current
- Successfully manage a portfolio of high revenue Payroll and HCM clients, totaling $6M in annual revenue
- Successfully upsold 15% of clients in 2023, generating an additional $900k in revenue by identifying cross-selling opportunities and providing tailored solutions
- Increased client satisfaction by effectively advocating for client needs, perspectives, and risks to cross-functional teams
- Provide expert setup and configuration assistance, resulting in a decrease in technical support requests and improved client satisfaction
- Reduced potential risks through proactive retention plans to address known risk factors and collaborate with cross-functional partners to retain business
- Boosted client ROI and reduced churn by driving adoption and utilizing data to identify areas for improvement and recommending fee-based resources
- Function as a trusted advisor and execute Quarterly Executive Business Reviews to gain a deeper understanding of the customer's business and future, and to strategize how to deliver more value based on those factors
- Boosted customer adoption by 25% through in-depth analysis of client data, maximizing ROI and identifying gaps and solutions.
Client Sales Executive
Paycor
01.2017 - 12.2017
- Generated $500K in new sales by effectively prospecting into client's Executive and C-Suite, managing sales activities and accurate forecasting
- Develop existing business and new high-level client relationships through understanding client needs and tailoring custom payroll and HR solutions through consultative selling.
Director of Sales Development
Paycor
09.2014 - 12.2016
- Managed supervisor and employee goal setting, performance assessment, career planning and development
- Collaborated with Marketing to drive $1M in additional revenue through targeted sales efforts, leading to a 50% growth in sales
- Increased monthly qualified leads by 20% through strategic development and implementation of metrics and compensation plans.
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
Assistant Vice President; CDHC Relationship Manager
Fifth Third Bank
09.2003 - 08.2014
- Responsible for the acquisition, retention, and satisfaction of assigned accounts
- Maintained quality service for all customers, expanded existing relationships, monitored relationship profitability, and drove revenue growth
- Identified and qualified customer needs, developed sales strategies and negotiated pricing and assisted with Request for Proposals (RFPs)
- Successfully surpassed plan goal for 3 consecutive years, achieving 123% in 2011, 105% in 2012, and 131% in 2013, leading to increased profitability and company success
- Successfully managed and grew assigned portfolio by 14% from 2008 to 2009, driving substantial growth and profitability for the business
- Maintained 95%+ client retention by providing exceptional service, resulting in increased revenue and strengthened relationships.
Sales Manager
Fifth Third Bank
- Led a team of 30 Inside Sales Representatives to consistently exceed goals, resulting in over $45 million in equity production and $2 million in fee income annually for the Bancorp.
Education
Bachelor Of Arts Psychology And Business -
Ohio University
Athens, OH12.1999
Skills
- Customer Loyalty
- Customer Relationship Management
- Gainsight
- Leadership
- Microsoft Office
- Power BI
- Project Management
- Revenue Growth
- SalesForce
- Customer Service
- Customer Journey Mapping
- Customer Advocacy
- Problem Resolution
- Relationship Management
Accomplishments
- Sales Manager of the Quarter: 2006 and 2007
- President’s Club: 2005, 2006 and 2007
- Co-Founder and Co-Chair of WIN Employee Resource Group (Women’s Inspirational Network)
- HVS Sales Platinum Club: 2015, 2016 and 2017
- Customer Success Top Performer Award 2021, 2022, 2023
- Customer Success Leadership Cohort
- Service and Loyalty Advisory Council 2021
Fifth Third Bank
Paycor
Timeline
Senior Client Success Manager
Paycor
01.2018 - Current
Client Sales Executive
Paycor
01.2017 - 12.2017
Director of Sales Development
Paycor
09.2014 - 12.2016
Assistant Vice President; CDHC Relationship Manager
Fifth Third Bank
09.2003 - 08.2014
Sales Manager
Fifth Third Bank
Bachelor Of Arts Psychology And Business -
Ohio University