REBECCA LIEN
Alameda,CA
Summary
Experienced in account management, sales, and client retention, I possess the skills required to succeed as a Customer Success Manager. My expertise lies in facilitating smooth onboarding, minimizing churn, and assisting clients in maximizing their investments. I have a proven track record of managing valuable portfolios, establishing long-term relationships, and implementing customized strategies to boost adoption, satisfaction, and revenue growth. By collaborating across departments to align customer objectives with business goals, I consistently deliver impactful customer experiences and measurable success outcomes.
Overview
10
10
years of professional experience
Work History
Account Executive
Farmer Brothers Coffee
06.2024 - Current
- Secured and onboarded a high-profile national restaurant chain within the first quarter, successfully winning the business from our largest competitor through strategic demos, persistent follow-up, and high-stakes negotiations. This multi-location account remains one of the most complex in the portfolio and continues to require high-touch support and strategic management.
- Ranked as the #3 sales rep on the Northwest Coast team, with the highest number of closed accounts, all before completing the first year in the role. Consistently hitting or exceeding performance targets across account acquisition, customer onboarding, and long-term retention.
- Manage complex, multi-unit deals involving restaurant and hospitality chains with numerous locations and operational dependencies. Responsible for coordinating equipment orders, managing installations, and executing a smooth handoff to dedicated sales reps for continued success.
- Drove customer engagement and retention, exceeding onboarding and satisfaction goals by delivering personalized success strategies and proactive account support.
- Led high-impact product demos and brew trainings for casinos, national chains, and hospitality clients to ensure smooth adoption and strong return on investment.
- Built consultative relationships with key stakeholders including business owners, procurement leads, and F&B managers, aligning beverage solutions with broader business goals.
- Collaborated cross-functionally with marketing, supply chain, and sales to ensure seamless execution of customer success strategies and account transitions.
- Developed and delivered tailored customer education programs, including seminars and onboarding materials that boosted engagement and improved program success by 30%.
- Owned full-cycle sales execution, from lead generation and discovery to pricing strategy, contract negotiation, fulfillment coordination, and follow-up.
- Oversaw CRM tracking and equipment logistics using NetSuite, ensuring operational excellence throughout the customer journey.
Account Executive
UNLINE
06.2023 - 04.2024
- Managed a $30M portfolio of regional distributors and corporate accounts, driving customer satisfaction, retention, and consistent revenue growth.
- Developed and executed customer success strategies, ensuring product adoption, value realization, and long-term account health.
- Built trusted relationships with key stakeholders—including business owners, F&B managers, and procurement leads—to optimize supply programs and support evolving needs.
- Conducted 20+ strategic account check-ins weekly, proactively addressing challenges, uncovering upsell opportunities, and deepening customer engagement.
- Led contract renewals and pricing negotiations, crafting agreements that balanced customer success with business profitability.
Luxury Sales Account Manager
Porthos Wine Ventures
08.2019 - 06.2023
- Managed high-value client portfolios, including American Express Centurion, Flexjet, and Andrew Harper members, ensuring a premium customer experience and long-term retention.
- Generated $3M in annual revenue, achieving 15% YoY growth through referral programs, relationship-building, and proactive account management.
- Curated bespoke wine solutions, collaborating with distributors and suppliers to deliver exclusive offerings tailored to luxury clients.
- Led corporate gifting and private client engagement programs, boosting retention and brand loyalty by 35%.
- Streamlined fulfillment and communication processes using NetSuite CRM, driving operational efficiency and high client satisfaction.
DTC Sales Specialist
JJ Buckley Fine Wines
01.2017 - 01.2019
- Maintained and grew long-term client relationships, offering personalized wine recommendations and ensuring a premium customer experience.
- Drove $1M+ in annual sales, increasing revenue 10% YoY through strategic engagement and tailored support.
- Led onboarding and retention initiatives, guiding customers through seamless first purchases and building repeat business.
- Managed full-cycle fulfillment and logistics using NetSuite CRM, ensuring smooth order coordination and timely delivery.
- Collaborated cross-functionally with sales and leadership teams to align on customer needs, boosting retention and referrals.
Customer Experience & Brand Manager
JCP Maltus
01.2015 - 01.2017
- Led European customer acquisition and engagement, boosting website traffic and retention by over 50% in six months through targeted strategies.
- Implemented a live inventory management system, significantly improving order accuracy and fulfillment efficiency.
- Managed digital communications and campaigns, strengthening brand loyalty through social media, direct outreach, and email marketing.
- Collaborated with winemakers, marketing, and packaging teams to ensure brand consistency and deliver a high-quality customer experience.
- Hosted VIP tastings and led trade events, deepening relationships with international clients, wine critics, and industry stakeholders.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
Education
MBA - International Wine Marketing & Management
INSEEC
Bordeaux, France06-2017
Bachelor of Arts - Linguistics
University of Maryland Baltimore County
Baltimore12-2008
Skills
- Account planning
- Sales presentation
- Market development
- Competitor tracking
- Customer advocacy
- Report analysis
- Account updates
- Account management
- Client relations
- Sales management
- Proficient in HubSpot, Netsuite, Zoho, Salesforce
Accomplishments
- Grew and managed a $30M portfolio, driving YoY customer retention
- Opened a major national account within the first quarter, displacing the company’s largest competitor and setting the stage for long-term revenue growth.
- Achieved $3M+ in annual revenue with 15% YoY growth by cultivating relationships with high-value clients in luxury and hospitality sectors.
- Onboarded 100+ clients with a 95% satisfaction rate, leading to faster time-to-value and improved long-term retention.
- Led onboarding and product adoption for complex accounts including hospitality chains, casinos, and luxury service providers.
- Created and delivered educational content, seminars, and training to enhance client product knowledge and usage outcomes.
Languages
Spanish
Professional Working
Timeline
Account Executive
Farmer Brothers Coffee
06.2024 - Current
Account Executive
UNLINE
06.2023 - 04.2024
Luxury Sales Account Manager
Porthos Wine Ventures
08.2019 - 06.2023
DTC Sales Specialist
JJ Buckley Fine Wines
01.2017 - 01.2019
Customer Experience & Brand Manager
JCP Maltus
01.2015 - 01.2017
MBA - International Wine Marketing & Management
INSEEC
Bachelor of Arts - Linguistics
University of Maryland Baltimore County
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