Robert Donegan
North Andover,MA
Summary
Results-driven Client Success Leader with extensive experience in B2B SaaS, adept at fostering long-term client relationships and driving operational excellence. Achievements include a 65% expansion in sales pipeline and a 30% increase in upsell revenue, supported by tailored onboarding and needs-based account strategies.
Overview
25
25
years of professional experience
Work History
Director of Business Development
HighWire Press / MPS Ltd
04.2022 - 04.2024
- Grew upsell revenue by 30% for key US accounts through needs-based expansion strategies
- Expanded sales pipeline by 65%, enhancing long-term client engagement initiatives
- Developed lifecycle marketing campaigns that increased demo-to-customer conversion by 40%
- Led RFP and post-sale transition planning, ensuring successful onboarding and solution alignment
- Trained internal product leaders in consultative engagement methods and CS strategies.
Senior Client Development Manager
Aries Systems / Elsevier
10.2009 - 04.2022
- Expanded client base by 50+ publishers, establishing long-term partnerships within academic publishing
- Successfully introduced new product features to existing accounts, leading to a 25% average account expansion
- Designed custom onboarding workflows for scholarly organizations, increasing user adoption and satisfaction
- Represented company at industry events, enhancing brand trust and strengthening relationships.
Account Manager
American Institute of Physics
09.2005 - 08.2009
- Managed onboarding and growth of new academic publishing partners, enhancing peer review and content hosting services.
- Developed personalized account strategies and conducted quarterly business reviews to improve client retention.
- Developed proposals to address client needs and objectives effectively.
Sales Business Manager
Blackwell Publishing, Inc.
03.2002 - 07.2005
- Directed strategic sales programs to increase student engagement and post-sale educational support.
Director of Marketing Communications
WebCT, Inc.
07.1999 - 12.2001
- Executed client-facing communication initiatives to enhance brand awareness and increase end-user engagement.
Education
BA - English/Communications
North Adams State College
North Adams, MASkills
- Strategic Account Growth
- Client Relationship Management
- Post-Sale Lifecycle Strategy
- Churn Reduction
- User Adoption Optimization
- Data-Driven Retention Plans
- Customer Onboarding & Training
- Upselling & Cross-Selling
- RFP Management
- CRM (Salesforce, Gainsight)
- SaaS Platform Expertise
- Stakeholder Engagement
Timeline
Director of Business Development
HighWire Press / MPS Ltd
04.2022 - 04.2024
Senior Client Development Manager
Aries Systems / Elsevier
10.2009 - 04.2022
Account Manager
American Institute of Physics
09.2005 - 08.2009
Sales Business Manager
Blackwell Publishing, Inc.
03.2002 - 07.2005
Director of Marketing Communications
WebCT, Inc.
07.1999 - 12.2001
BA - English/Communications
North Adams State College