Summary
Overview
Work History
Education
Skills
References
Timeline
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Robin Salley

Alpharetta,GA

Summary

Experienced and proactive customer success manager with 10 years of experience in the SaaS industry. I manage a portfolio of accounts, ensuring their satisfaction, retention, and growth. I have a strong background in customer relationship management and account management. I am passionate about customer delight and excel at delivering results to various stakeholders. I am always looking for innovative ways to enhance the value and impact of products and services. I enjoy working collaborating with cross-functional teams both internal and external to drive customer success and growth.

Overview

24
24
years of professional experience

Work History

Senior Customer Success Manager

iFoodDS
Atlanta , GA
04.2016 - Current
  • Develop and establish new relationships to drive company growth.
  • Drive customer escalations to resolution by engaging directly with clients.
  • Develop plans and strategies to grow business and achieve company portfolio goals.
  • Monitor KPIs to assess customer engagement.
  • Train and mentor new team members to promote productivity, accuracy and customer satisfaction.
  • Compile customer feedback for cross-functional departments to improve product or service features.
  • Demonstrate and explained product features and benefits to overcome customer objectives.
  • Collaborate with cross-functional teams to establish customer success programs.
  • Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Collaborated with cross-functional teams to establish customer success programs.

Credentialing Analyst

Vendormate
Atlanta, Georgia
02.2014 - 03.2016
  • Performed primary source verifications such as criminal histories, licenses, vaccines and board certifications.
  • Addressed credentialing requests, overseeing compliance with governmental and organizational guidelines regarding tiered data access.
  • Maintained informational resources, tracking and documenting requests for updates, certification and credentialing.

Customer Relations Specialist

Clark ProMedia
Alpharetta , GA
09.2012 - 09.2013
  • Addressed inquiries from clients and department team members.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Referred customers to business partners based on individual preferences and demographics.
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.

Pharmaceutical Sales Representative

Bayer Pharmaceuticals
Alpharetta, GA
06.2000 - 12.2004
  • Effectively promoted and sold four pharmaceutical products to primary care and specialty physicians.
  • Possessed technical and scientific aptitude to appropriately relate to customers and sell products in a consultative manner.
  • Consistently met and exceeded quarterly sales quotas.
  • Received "Exceeds Expectations" evaluation in all phases of sales training and eligible annual reviews.
  • Voted 2002 MVP for Regional Sales Area by peers.
  • Divisional Sales Trainer.

Regional Account Manager, Managed Markets

Bayer Pharmaceuticals
Alpharetta, GA
04.2004 - 04.2004
  • Cultivated strategic client relationships to support business goals, growth strategies, and profit drive.
  • Developed and enhanced sales opportunities within assigned classes of trade by negotiating sound contracts to ensure availability of products and maximizing the business derived from these contracts.
  • Developed ongoing relationships between Bayer and assigned business area accounts to ensure formulary approval.

Education

Bachelor of Science - Health Services Administration

Auburn University
Auburn, AL
05-1999

Skills

  • Client relations
  • Customer Account Management
  • Strategic Planning
  • Customer Retention
  • Proficient in SalesForce; Smartsheet; Zendesk; JIRA
  • Training and mentoring

References

References available upon request.

Timeline

Senior Customer Success Manager

iFoodDS
04.2016 - Current

Credentialing Analyst

Vendormate
02.2014 - 03.2016

Customer Relations Specialist

Clark ProMedia
09.2012 - 09.2013

Regional Account Manager, Managed Markets

Bayer Pharmaceuticals
04.2004 - 04.2004

Pharmaceutical Sales Representative

Bayer Pharmaceuticals
06.2000 - 12.2004

Bachelor of Science - Health Services Administration

Auburn University

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Robin Salley