Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Reanna M. Schwager

Phoenix,AZ

Summary

Strategic Enterprise Account Manager with extensive SaaS Cloud Solution experience providing excellent support to clientele across various verticals. Demonstrated communication skills and proven customer success management driving a signature customer experience. A dependable leader and trusted advisor equipped with interpersonal and motivational ability ensuring a strong team approach.

Proficient in mobile device platforms, Salesforce, Gainsight, Microsoft Office, Workday, Adobe, Cloud Security and Cost Platforms; Azure, GCP, Oracle and AWS.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Strategic Customer Success Manager

VMware
04.2021 - 02.2024
  • Managed Portfolio of 16 Commercial Strategic Accounts to drive forward customers lifecycle to ensure mutual success of both customer and VMware. Managed lifecycle for clients from post implementation, onboarding, enablement, usage and adoption.
  • Chair Executive Business Review meetings and Success plans with clients to align with their goals and objectives to ensure their success within their Product Portfolio.
  • Facilitate customers with a successful contract renewal cycle and support renewal process with finance to maximize customer retention.
  • Provide objective assessment of account health and take proactive steps to improve account health score as part of renewal strategy by combining diverse observations and data.
  • Contribute to identification, generation, and facilitation of new revenue prospects by leveraging VMware sales teams, technical account managers and professional services teams to close additional commercial transactions.
  • Create Success plans aligned with long-term growth, Strategic Goals and Objectives to ensure ROI.
  • Consistently Met quarterly KPI Metrics for Renewals, Utilization and NPS at 110% attainment.
  • Ensured customer satisfaction by incorporating appropriate VMware teams, reducing impediments, and influencing product roadmaps to benefit existing customers.

Enterprise Customer Success Manager

Imprivata
08.2013 - 04.2020
  • Managed 60 Strategic and Enterprise accounts and drove customer product utilization.
  • Collaborated cross- functionally within the organization to resolve customer satisfaction related issues and ensure a signature customer experience. Developed plans to drive customer deployments, and quarterly renewal goals by monitoring progress and identifying risk points, along with conducting quarterly business reviews
  • Strategized client outreach to communicate marketing customer facing events and new product releases.
  • Supported internal resources and resolved complex problems for accounts by coordinating with product management, professional services, and sales engineers.
  • Launched Imprivata's first Customer Success department to ensure customer satisfaction leading to generate revenue, while managing all segment accounts; collaborated with business development executives and sales operations, created processes.
  • Generated over $6M in new sales opportunities that closed in 2020.
  • Designed cross sell/upsell campaigns and established relationships with C-suite executives.
  • Realized revenue growth of 60% and an NPS score of 99 across all clients.
  • Facilitated clients from the initial project planning stages and tracked to post implementation for successful deployment of purchased products.
  • Attained over 30 reference accounts by building robust relationships with C-suite hospital executives.
  • 2020 Recipient Imprivata's Sales Deal of the Year Award

Education

Business Administration

Southern Oregon University
Ashland, OR

Skills

  • SaaS Renewal Contracts/Negotiation
  • Cloud Based Solutions
  • Sales Operations/Business Development
  • C Suite Relationship Management
  • Sales Specialist
  • Project Management
  • Executive Presentations
  • Account Planning & Strategy
  • Risk Assessment & Mitigation
  • Leadership
  • Partner/Reseller Relationship Management
  • Marketing
  • Strategic, Enterprise Account Management

Certification

Finops Foundation Certified Practitioner

Timeline

Strategic Customer Success Manager

VMware
04.2021 - 02.2024

Enterprise Customer Success Manager

Imprivata
08.2013 - 04.2020

Business Administration

Southern Oregon University

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Reanna M. Schwager