Sarah J. Newkirk
Client Success Leadership
Lakewood Ranch
Summary
Highly accomplished and results-driven Customer Success Management professional with a proven track record of driving revenue growth and fostering client engagement. Successfully led and motivated teams of Client Success Managers to surpass organizational goals, while cultivating a culture of collaboration through client retention and contract renewals. Skilled in developing and implementing customer success strategies to ensure satisfaction and long-term retention. Leveraged data analytics to optimize customer experiences and identify growth opportunities. Detail-oriented and solution-focused, adept at efficiently resolving complex customer issues. Excellent communication and interpersonal skills, enabling effective engagement with stakeholders at all levels.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
Team Leader, Client Success Manager III
ADP
09.2020 - 11.2024
- Lead, motivated, and empowered a skilled team of 11 Client Success Managers, including hiring, aligning, integrating, and developing personnel to enhance cultural, operational, and financial goals.
- Lead team meetings focusing on KPIs, organizational updates, and knowledge and development.
- Acquired buy-in and established relationships by actively listening and communicating transparently, including coordinating, nurturing, and guiding talent aligned to organizational KPIs and Core Values.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Acted as an escalation point for critical issues impacting customers'' success, coordinating efforts to drive swift resolution.
- Identified upsell opportunities and collaborated with sales teams to close deals, maximizing revenue generation from existing accounts.
- Monitored key performance metrics to identify areas for improvement, driving continuous enhancements in service quality.
- Created a culture of accountability within the success management team, promoting a sense of ownership and dedication to customer outcomes.
- Collaborated with cross-functional teams to design and implement innovative solutions tailored to specific customer needs.
- Mitigated potential account attrition risks by addressing concerns proactively and collaborating with stakeholders to develop action plans.
Client Success Manager II / Client Success Manager I
ADP
01.2018 - 09.2020
- Built team trust by demonstrating competence, integrity, alignment, and support.
- Proactively identified and addressed client’s issues or challenges, including advocating for clients within the organization to meet clients’ needs.
- Collaborated with client executives to establish goals, devise partnership success plans, and facilitate retention discussions to secure contract renewals.
- Identified revenue growth opportunities and supported prospect meetings for sales partners, exceeding key performance indicators and aligning with organizational initiatives.
- Developed and implemented strategies to drive client engagement and retention; monitored client usage, satisfaction, and performance metrics to identify areas for improvement.
- Implemented efficient processes for tracking client interactions, improving overall organization and response times.
- Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
Account Development Manager
O.C. Tanner
05.2014 - 01.2018
Account Manager, Strategic Accounts
Patient Care
05.2012 - 05.2014
Education
Bachelor of Arts - Political Science Major & Business Marketing Minor
Carroll University
Skills
Client retention strategies
Collaborative team management
Persuasive communication
Cross-functional project coordination
Process optimization
Change management strategy
Strategic problem solving
Certification
2023, Certified Professional Career Coach
Accomplishments
Lowest Engaged Team to High 4's
Bigger Faster Stronger Award Winner
Record Breaking Contract Renewal Fiscal Year
Timeline
Team Leader, Client Success Manager III
ADP
09.2020 - 11.2024
Client Success Manager II / Client Success Manager I
ADP
01.2018 - 09.2020
Account Development Manager
O.C. Tanner
05.2014 - 01.2018
Account Manager, Strategic Accounts
Patient Care
05.2012 - 05.2014
Bachelor of Arts - Political Science Major & Business Marketing Minor
Carroll University