Samuel Sheldon
Peoria,AZ
Summary
Effective communication; comfortable communicating with people at all organization levels including internal and external customers. Strong attention to detail with the ability to prioritize and organize needs. Hardworking, persistent, and driven; proven ability to work multiple jobs simultaneously. Consistently apply a can do/will do attitude in all work environments, including challenging projects and personalities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Fleet Success Manager
RTA The Fleet Success Company
Glendale, AZ
06.2025 - 03.2026
- Managed a book of 185+ small to mid-size clients, achieving a 107% retention rate and maintaining roughly $2,600,000 in ARR, utilizing add-on features and user licenses for upsell and growth in the existing client base.
- Customized success plans based on client needs, ensuring product effectiveness and utilization. Hardened client experiences by confirming product adoption, and providing continuous value while building long term relationships.
- Engaged with the client base in a proactive, initiative based outreach style via phone, email, teams and zoom meetings. Scheduled regularly recurring meetings following implementation hand-off, owning the relationship from that point forward.
- Managed client renewals and annual increase negotiations, maintaining an average of 94% of yearly renewal increases for my book of business. Leveraged product capability and reliability within the industry along with ROI specifically related to product usage.
Customer Success Manager
ExakTime Innovations
Scottsdale, AZ
10.2023 - 04.2025
- Fostered a portfolio of 190+ small to mid-size clients, achieving a 80% retention rate and maintaining roughly $3,000,000 in ARR by countering loss with upsell and growth in the existing client base.
- Develop and execute tailored customer success plans, ensuring and overseeing their execution, confirming product adoption, and providing continuous value while building long term relationships.
- Conducted regular touch points, monthly check-in calls, focused quarterly review meetings and acted as the main point of contact for software functionality and best practices.
- Client advocate and guide for navigating any long term road blocks or exploring areas of growth and a voice for the customer within the company to provide the best experience possible.
- Collaborated closely with team members and leaders to strategize ways to interact with our clients and improve their experiences through different outreach and engagement initiatives proving incentives and better visibility into software functions. Shared client feedback and used input for upcoming enhancements and improvements.
Onboarding Specialist
Fullbay, Inc.
Phoenix, AZ
05.2022 - 03.2023
- Managed customer onboarding and facilitated end user training on the shop management software platform through Zoom meetings.
- Created and maintained an organized schedule for the meetings to maximize customer contact and training sessions through phone calls, emails and zoom.
- Led structured training calls with shop owners, managers, and technicians on a case-by-case basis to ensure they were getting what they needed out of the software.
- Built and maintained solid working relationships with clients for effective training sessions.
- Handled case issues and escalated to the development team for resolution providing updates and solutions to the clients.
- Responsible for onboarding 40-50 clients at a time and transitioning them successfully to long term customers in a 4–8-week training period.
- Managed all cases assigned and documented the progress and outcome of each within Salesforce.
- Engaged with clients in a creative way to generate interest and desire to learn the software.
GPS Installation Coordinator
GPS Insight
Scottsdale, AZ
04.2015 - 03.2022
- Coordinate telematics installation projects from start to finish working with all levels of the organization to ensure timing was met and the outcome was successful.
- Foster client relationships by understanding needs, communicating effectively to installation vendors, and forecasting upcoming challenges and opportunities.
- Developed expertise in GPS hardware compatibility; familiar with device capabilities and product user interface.
- Successfully managed relationship with largest customer reseller (WEX)
- +20% of Total company sales by ARR.
- Participate in facilitating internal and external training.
- Managed year end installation project by collecting annual data to report overall performance of the installs team (2015, 2016, 2017).
- Review and reconcile installation invoices; research and coordinate discrepancies, manage potentially sensitive conversations with customers and installers surrounding balances owed or challenged invoices.
- Proactively verified, reported, and corrected device/data accuracy with tech support.
- Thoughtfully manage challenging customer / installer situations, thoroughly researching and applying critical thinking to ultimately provide resolution.
- Document relevant information in NetSuite (CRM) and spreadsheets
- Follow up with customers proactively to close jobs and request revisits if necessary.
Assistant Coach
Arizona Hockey Union
10.2014 - 04.2017
- Communicate support and constructive feedback in group and one-on-one settings.
- Build relationships with parents and players, serving as role model and mentor.
- Obtained USAA Level 3 Coaching Certification, with additional training in Pee Wee Hockey age specific modules.
Landscape Foreman
Innovative Outdoors
06.2013 - 04.2015
- Oversee 5+ team members in day-to-day operations of landscape installation, driving efficiency and profits.
- Communicate with crew, customers and company owner to manage needs and expectations via phone or face-to-face.
- Obtained Class D license; trusted with crew and equipment transportation.
- Operate tools and heavy machinery: bobcat, jack hammer, compactor, drills, sledge hammer, laser level.
- Maintain integrity and professionalism while working outdoors in extreme Arizona weather conditions, year-round.
- Recommend plant selection and design, based on customer need and understanding of Nursery offerings.
Data Processor
U.S. Census
01.2010
- Analyze Census surveys to ensure information integrity.
- Entered completed surveys in the U.S. Census database for processing.
Education
Diploma -
Greely High School
Cumberland, MEundefined
University of Southern Maine
Skills
- Proficient in Salesforce, Netsuite, Hubspot, Google Drive, Excel and all forms of communication tools (teams, zoom, slack)
Certification
Procured Health and Life Insurance licenses. Active until 2027
Education/Training
Landscaping On-the-Job Training
Timeline
Fleet Success Manager
RTA The Fleet Success Company
06.2025 - 03.2026
Customer Success Manager
ExakTime Innovations
10.2023 - 04.2025
Onboarding Specialist
Fullbay, Inc.
05.2022 - 03.2023
GPS Installation Coordinator
GPS Insight
04.2015 - 03.2022
Assistant Coach
Arizona Hockey Union
10.2014 - 04.2017
Landscape Foreman
Innovative Outdoors
06.2013 - 04.2015
Data Processor
U.S. Census
01.2010
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University of Southern Maine
Diploma -
Greely High School