Rhianna Reed
Austin
Summary
Strategic Account Management and Project/Process Management leader with 10+ years of experience overseeing customer portfolios, driving revenue growth, and building scalable operational workflows. Proven ability to lead cross-functional initiatives, align stakeholders, and improve client lifecycle outcomes through process optimization and data-informed decision-making.
Overview
13
13
years of professional experience
Work History
Manager, Account Management Team
ZenBusiness
Austin
01.2023 - Current
- Lead and develop the Account Management team, overseeing customer portfolios and client lifecycle strategy.
- Drive revenue growth through strategic account planning, renewal forecasting, and risk mitigation.
- Manage cross-functional initiatives to improve customer experience, billing workflows, and operational efficiency.
- Develop and implement scalable processes to support team growth and portfolio expansion.
- Monitor KPIs and performance dashboards to ensure alignment with company revenue objectives.
- Serve as escalation point for high-impact accounts and complex customer issues.
Retention Specialist (Hybrid: retention execution + process/team build-out)
ZenBusiness
Austin
12.2021 - 01.2023
- Managed at-risk accounts and executed targeted engagement strategies to improve retention and customer lifetime value.
- Helped build and scale retention workflows, playbooks, and team structure during organizational growth.
- Led cross-functional coordination to resolve escalations and improve end-to-end customer experience.
Collections Specialist
ZenBusiness
Austin
03.2021 - 12.2021
- Managed a portfolio of overdue accounts and negotiated structured repayment strategies via phone and email.
- Resolved billing disputes, ensured accurate documentation, and maintained compliance with ethical collection standards.
- Partnered with internal teams to reconcile account issues and improve resolution timelines.
Renewal Specialist
SolarWinds
Austin
10.2019 - 02.2021
- Managed software renewals and retention efforts within a rolling 3-month renewal cycle.
- Identified churn risks and implemented save strategies to retain revenue and strengthen customer relationships.
- Improved customer satisfaction by 30% through proactive outreach and tailored retention strategies.
- Collaborated with Sales and Product/Engineering teams to support renewal success and customer outcomes.
Account Manager
XO Group (The Knot)
Austin
03.2018 - 06.2019
- Managed a high-volume portfolio of approximately 1,000 client accounts, focusing on engagement, growth, and retention strategy.
- Executed account expansion initiatives through upselling and strategic client consultations.
- Resolved billing issues and supported collections on past-due balances to protect revenue.
Reviews Specialist
XO Group (The Knot)
Austin
01.2017 - 03.2018
- Investigated disputes and review concerns using documented evidence and policy guidelines.
- Delivered professional conflict resolution while maintaining platform integrity and customer trust.
Client Service Manager
Yodle
Austin
07.2014 - 01.2017
- Built and maintained client relationships to increase retention through proactive engagement and issue resolution.
- Identified cancellation risk signals and implemented strategies to preserve revenue and customer satisfaction.
Inbound Customer Service Specialist
Yodle
Austin
04.2014 - 07.2014
- Supported onboarding and account updates via phone/email, setting expectations and ensuring successful customer experiences.
Outbound Customer Service Specialist
Yodle
Austin
07.2013 - 04.2014
- Supported onboarding and account updates via phone/email, setting expectations and ensuring successful customer experiences.
Education
Austin Community College
Austin, TXTexas A&M University
College Station, TXSkills
- Strategic Account Management
- Project & Process Management
- Portfolio Oversight
- Revenue Growth & Retention
- Cross-Functional Leadership
- Stakeholder Communication
- Escalation & Risk Management
- Operational Optimization
- Client Lifecycle Management
- Performance Metrics & KPIs
- Salesforce
- Zendesk
- Jira
- Snowflake
Technical Skills
Salesforce, Zendesk, Jira, Snowflake
Timeline
Manager, Account Management Team
ZenBusiness
01.2023 - Current
Retention Specialist (Hybrid: retention execution + process/team build-out)
ZenBusiness
12.2021 - 01.2023
Collections Specialist
ZenBusiness
03.2021 - 12.2021
Renewal Specialist
SolarWinds
10.2019 - 02.2021
Account Manager
XO Group (The Knot)
03.2018 - 06.2019
Reviews Specialist
XO Group (The Knot)
01.2017 - 03.2018
Client Service Manager
Yodle
07.2014 - 01.2017
Inbound Customer Service Specialist
Yodle
04.2014 - 07.2014
Outbound Customer Service Specialist
Yodle
07.2013 - 04.2014
Austin Community College
Texas A&M University