Hi, I’m
SAMANTHA HINES
East Dundee,USA
Summary
Proactive and meticulous CSM with over 6 years of experience in the SaaS industry bringing top notch skills in communication, active listening and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
years of professional experience
Work History
Mediafly (Formerly ExecVision)
Customer Product Coaching Consultant (Customer Enablement)
09.2023 - 02.2024
Job overview
- Develop and implement customer enablement strategies to drive adoption, satisfaction, and retention of our products/services
- Collaborate with cross-functional teams including sales, marketing, product, and customer success to ensure alignment of customer enablement initiatives with overall business objectives
- Create and update coaching topics, scripts, and leave-behind supporting documentation to deliver to customers
- Maintain product knowledge as new enhancements and functionality are released in the application
- Identification of pain points in customer journeys to close gaps and increase adoption
- Develop best practice framework/methodology for improving the customer journey.
Mediafly (Formerly ExecVision)
Customer Success Manager
10.2020 - 09.2023
Job overview
- Responsible for maintaining 45+ accounts ranging from Mid-Market to Enterprise with over 1.7 million ARR
- Managed client on-boarding processes, ensuring that their expectations and goals were fully met
- Help drive adoption and maintain top accounts with key stakeholders
- Generated analytical utilization reports to influence renewal business and drive user adoption
- Executed QBRs and aligned strategies around customer goals/objectives
- Developed promotional email marketing campaigns to generate awareness and retain user adoption
- Ensured positive customer experience by proactively managing and growing customer relationships
- Conducted online training sessions to new clients and led on boarding process to ensure success rate
- Created comprehensive Salesforce reports that provide management forward-looking insights into reps' renewal pipeline and activity
- Handled administration for ChurnZero to facilitate segmented in-app product announcements, triggered email nurture campaigns, NPS, streamline CSM tasks, and calculate customer health
- Trained and mentored new customer success managers on best practices, product knowledge, and overall job processes.
ExecVision
Sales Development Representative
07.2020 - 10.2020
Job overview
- Secured introductory sales meetings with decision-makers through world-class sales prospecting and conversation skills
- Prospected and cold called C-level and other high-level executives averaging over 150 calls per day while also creating email cadences averaging 50+ emails per day.
Nextiva
Account Executive
12.2019 - 03.2020
Job overview
- Conducted business to business telephone sales
- Negotiated and secured sales with qualified clients as well as existing clients
- Provided customer service with thorough knowledge to assure that the customers' risks and needs were always addressed.
Nextiva
Sales Development Representative
03.2018 - 12.2019
Job overview
- Exceeded consistently daily, weekly, and monthly metrics working to be a consistent top performer in my company
- Worked closely with sales teams to schedule qualified demonstrations, meetings, build pipelines, and produce real business opportunities in accordance with approved sales management guidelines
- Prospected and qualified over 180 leads that led to valid sales
- Estimated close won revenue is $23.4K.
EXOS (contracted by Honeywell)
Health Fitness Specialist
02.2016 - 01.2019
Job overview
- Designed and managed marketing efforts including wellness seminars, employee incentive challenges and support of off-site corporate events
- Created all communications collateral, including web pages, brochures, and flyers
- Performed administrative duties related to member management and employee payroll
- Identified and drove creative solutions for problems.
Healthways (contracted by Honeywell)
Health Fitness Specialist
06.2015 - 01.2016
Job overview
- Provided individual and group exercise instruction; educated participants on proper techniques to maximize exercise safety and effectiveness
- Performed fitness assessments on members including traditional testing (blood pressure, waist to hip ratio, body composition, sit and reach, sub-max cardiovascular testing) as well as functional assessments (posture assessments, squat, and push-up analysis, etc.) Designed personalized training programs individualized to accommodate members' needs, training up to 8 members per day
- Develop written materials - handouts, letters of correspondence, flyers, memos, and other necessary communications.
Education
Southern Illinois University CarbondaleCarbondale, IL
Bachelor of Science (Kinesiology)
01.2013
Skills
- Detail-oriented & Analytical Thinking
- Adaptable Problem-Solver
- Best Practices Implementation
- Process Improvement
- Forecasting and Reporting
- Customer Journey & Retention
- Sales Processes & Lifecycle
- Salesforcecom
- Customer Relationship Management
- MS Office
- ChurnZero
- Conversation Intelligence
- Zendesk
- Content Management
Timeline
Customer Product Coaching Consultant (Customer Enablement)
Mediafly (Formerly ExecVision)
09.2023 - 02.2024
Customer Success Manager
Mediafly (Formerly ExecVision)
10.2020 - 09.2023
Sales Development Representative
ExecVision
07.2020 - 10.2020
Account Executive
Nextiva
12.2019 - 03.2020
Sales Development Representative
Nextiva
03.2018 - 12.2019
Health Fitness Specialist
EXOS (contracted by Honeywell)
02.2016 - 01.2019
Health Fitness Specialist
Healthways (contracted by Honeywell)
06.2015 - 01.2016
Southern Illinois University Carbondale
Bachelor of Science (Kinesiology)
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