Shale Cleveland
Austin,TX
Summary
Dynamic and results-driven Account Management Team Lead with a strong background in financial analysis, property management, and client relations. Proven expertise in leveraging data-driven insights to drive business growth and enhance client satisfaction. Adept at leading cross-functional teams, optimizing processes, and delivering strategic solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Account Management Team Lead
Fathom
03.2021 - Current
- Led team of account managers, overseeing client relationships and ensuring quarterly KPIs were met.
- Collaborate with cross-functional teams to develop and implement strategies that enhance client engagement, NRR, and GRR, globally.
- Conducted quarterly webinars and training sessions with key accounts and product team members to enhance client understanding of product functionality.
- Represented company at industry events, fostering relationships with key stakeholders and gathering valuable market insights.
Senior Account Manager
Fathom
01.2022 - 04.2024
- Ranked as #1 account manager for revenue generation, consistently meeting milestones and quotas.
- Drove global campaigns for annual contracts with key accounts, achieving 95% closure rate within three months.
- Secured renewals and upgrades, driving portfolio growth through new contracts.
- Managed top 100 accounts at Fathom, facilitating strategic growth.
Account Manager
Fathom
03.2021 - 01.2022
- Established and executed global processes for account management teams to enhance and expand business portfolios.
- Managed client accounts by addressing inquiries and providing tailored solutions.
- Developed strong relationships with clients to enhance satisfaction and retention.
- Coordinated project timelines and deliverables with internal teams for smooth execution.
Community Manager
Lexblog
06.2020 - 03.2021
- Onboarded lawyers and firms into platform, expanding community reach and engagement through partnerships with Bar Associations, law schools, independent firms, and large legal organizations.
- Delivered valuable resources that cultivated strategic relationships and amplified digital presence on key social media channels.
- Delivered resources that cultivated relationships and amplified digital presence across key social media channels.
- Leveraged data-driven strategies to identify and recruit high-quality legal publications that aligned with LexBlog's editorial standards.
Community Associate + Operations Lead
WeWork
06.2019 - 06.2020
- Led daily operations and facility management for a WeWork location serving 300+ members, ensuring seamless functionality and an exceptional member experience.
- Served as primary liaison for member-related escalations, providing timely solutions to enhance member satisfaction.
- Collaborated cross-functionally with a team of 10 to implement and optimize operational processes, increasing efficiency and reducing service delays.
- Planned and executed business-focused events that facilitated networking and collaboration among member companies.
- Built and maintained partnerships with local businesses and vendors to enhance event programming and community engagement.
- Fostered a collaborative culture by curating meaningful member experiences and initiatives that strengthened relationships.
Education
Bachelor of Arts - English & Psychology
Azusa Pacific University
Los Angeles, CA01-2017
Skills
Skills include:
- Client onboarding
- Account growth
- Sales forecasting
- Upselling techniques
- Relationship management
- Project management
- Cross-functional teamwork
- CRM proficiency
- Data analysis
- Data-driven insights
- Webinar facilitation
Timeline
Senior Account Manager
Fathom
01.2022 - 04.2024
Account Management Team Lead
Fathom
03.2021 - Current
Account Manager
Fathom
03.2021 - 01.2022
Community Manager
Lexblog
06.2020 - 03.2021
Community Associate + Operations Lead
WeWork
06.2019 - 06.2020
Bachelor of Arts - English & Psychology
Azusa Pacific University