Paul Mullane
Raleigh,NC
Summary
Seeking innovative Customer Success & Product, Client support roles. Results-driven Client Success Professional experienced in B2B client management and business development/sales. Engaged C-level stakeholders and support professionals to assess and deliver technology solutions that effectively addressed business needs. Committed to enhancing customer satisfaction through exceptional service and proactive problem-solving.
Overview
11
11
years of professional experience
Work History
ACCOUNT EXECUTIVE-SMB
Yardi Systems
Raleigh, NC
04.2021 - Current
- Engage with customers to understand business needs, deliver presentations, explain value propositions, and participate in discussions to ensure solutions meet/exceed expectations.
- Continuously identify new sales opportunities and build strong relationships via a consultative approach, while closing new or additional opportunities within targets and existing accounts.
- Create and implement strategic sales campaigns and plans regarding service offerings; track/analyze sales pipeline to drive continuous improvement and grow portfolio.
- Managed lead generation and promoted internet listing sites in Yardi Listing Network, driving customer buy-in for coworking and office space marketing solutions while proactively engaging with customers to analyze needs, recommend ILS, and close service contracts.
- Collaborate with stakeholders identify pain points and gather interest in additional marketing opportunities for their business.
- Managed sales pipeline and book of business using HubSpot CRM.
- Delivered exceptional customer support via chat, email, or phone for new and existing clients, ensuring satisfaction and addressing all challenges.
- Pursued creative methods to demonstrate products to potential clients.
TECHNICAL ACCOUNT MANAGER
Yardi Systems
Raleigh, NC
12.2023 - 07.2025
- Manage lead generation and the promotion of the internet listing site, coworkingcafe.com that allows for real-time availability of a client's co-working space with a focus on driving buy-in and signing agreements for the "Book Now" feature for new and existing customers. Proactively identify opportunities to engage with customers to analyze needs, recommend the ILS, and drive the closure of contracts for services.
- Engage with customers to understand business needs, deliver presentations, explain value propositions, and participate in discussions to ensure solutions meet/exceed expectations.
- Collaborate with stakeholders to design, set up, and implement/maintain each client's page on coworkingcafe.com via a back-end management site.
- Continuously identify new sales opportunities and build strong relationships via a consultative approach, while closing new or additional opportunities within targets and existing accounts.
- Create and implement strategic sales campaigns and plans regarding service offerings; track/analyze sales pipeline to drive continuous improvement and grow portfolio.
- Deliver exceptional customer support via chat, email, or phone for both new and existing clients, ensure client satisfaction and success, and address/resolve all challenges.
CASE AUDIT SUPERVISOR
Yardi Systems
Raleigh, NC
04.2021 - 12.2023
- Managed all aspects of case auditing for a Long Beach Rent Relief client via the oversight and leadership of a team of 15-20 auditors including staff training and supervision, client management, case auditing management, data analysis, compliance oversight, and reporting. Conducted counseling sessions to assist applicants in need of additional guidance with requirements; determined eligibility and processed a high volume of applications through the Rent Relief site while identifying potential fraud on the Rent Relief Site.
- Reviewed auditor corrections and provided feedback on improvements to be made, while monitoring and documenting any inaccurate information processed through the applicant portal.
- Facilitated all aspects of training and development for incoming supervisors and auditors while mentoring current staff to help acclimate them to the Rent Relief platform.
- Delivered case auditing to qualifying residents and property owners participating in federal and state programs; analyzed complex data and ensured all compliance requirements were met.
- Led tenant file reviews and conducted calculations using financial data and third-party sources to determine whether applicants meet income eligibility requirements.
- Effectively identified areas of improvement in staff and Rent Relief platform with upper management; participated in mini projects including potential fraud cleanup and 1099 projects.
BENEFITS ELIGIBILITY REPRESENTATIVE
Commonwealth of Massachusetts
Charlestown, MA
01.2019 - 03.2021
- Managed responsibility for assisting individuals and families with the application process including facilitating all necessary eligibility forms, reviewing continued eligibility, making referrals, and maintaining appropriate levels of benefits, while maintaining a large active caseload and ensuring all applications were processed within required deadlines.
- Reviewed/evaluated applications to determine applicant eligibility for health insurance benefits; assisted applicants in gathering required documents to complete MassHealth applications.
- Communicated with applicants or other authorized representatives to explain programmatic requirements for all MassHealth programs.
- Researched and validated demographic information including Massachusetts residency, background data, immigration status, and financial information.
- Compared information provided on MassHealth applications with data from other agencies to verify initial and continued eligibility for benefits.
- Explained appeal rights to applicants, attorneys, advocates, providers, public officials, and the public; explained eligibility determinations and represented MassHealth at appeals hearings.
- Served as a subject matter expert in assisting staff with interpreting/understanding policies and in the processing of more complex/difficult eligibility cases.
BENEFITS COUNSELOR
Mercer
Norwood, MA
08.2015 - 01.2019
- Engaged with and assisted Time Warner and Omnicom employees in explaining and applying for diverse health insurance benefits, including new plans and additional plans offered, cost and coverage as they apply to medical assistance, and maintaining of up-to-date knowledge regarding changes in healthcare and policies.
- Educated employees on core benefits and supplemental insurance products, emphasizing their value and advantages in covering coverage gaps.
- Managed escalated account issues and resolved customer complaints.
- Conducted the entering and updating of participant/employee accounts and client reports; processed qualified life events and emergency updates on carrier/vendor sites.
- Managed client engagements, overseeing service delivery, strategy development, financial evaluations, plan design, renewals, business placement, and benchmarking.
- Collaborated with vendors to solve account disruptions and used HRIS systems, BSwift platform, and Seibel CRM; partnered with management and tier 2 analysts on SOP design for vendors.
PARTICIPANT SERVICE REPRESENTATIVE
Mercer
Norwood, MA
08.2015 - 10.2016
- Advocated for participants' health and benefits plans for multiple clients while acting as a third-party human resource representative.
- Processed qualified life events and open enrollment for participants for upcoming plan years; communicated extensively with diverse medical, dental, vision, and life insurance carriers.
Education
MASTER OF SCIENCE - SPORTS MANAGEMENT
Lasell University
Needham, MAMASTER OF SCIENCE - EMERGENCY MANAGEMENT
Massachusetts Maritime Academy
Buzzards BayBACHELOR OF SCIENCE - CRIMINAL JUSTICE
Bridgewater State University
MASkills
- Microsoft Office (Word, Excel, PowerPoint & Outlook), HubSpot, Zoom Info, Zoom, Google Meet, Microsoft Teams, Oracle, CRM
- SharePoint
- Customer engagement
- Account management
- Customer support
- Presentation skills
- Pipeline management
- Teamwork and collaboration
- Stakeholder collaboration
Timeline
TECHNICAL ACCOUNT MANAGER
Yardi Systems
12.2023 - 07.2025
ACCOUNT EXECUTIVE-SMB
Yardi Systems
04.2021 - Current
CASE AUDIT SUPERVISOR
Yardi Systems
04.2021 - 12.2023
BENEFITS ELIGIBILITY REPRESENTATIVE
Commonwealth of Massachusetts
01.2019 - 03.2021
BENEFITS COUNSELOR
Mercer
08.2015 - 01.2019
PARTICIPANT SERVICE REPRESENTATIVE
Mercer
08.2015 - 10.2016
MASTER OF SCIENCE - SPORTS MANAGEMENT
Lasell University
MASTER OF SCIENCE - EMERGENCY MANAGEMENT
Massachusetts Maritime Academy
BACHELOR OF SCIENCE - CRIMINAL JUSTICE
Bridgewater State University