Shanna Bizjak
Charlotte,NC
Summary
Compassionate and performance-driven customer advocate with a wealth of experience in managing and maintaining accounts. Proven ability to reduce churn and increase overall customer satisfaction. Focused on partnering with the customer to ensure they are getting the most value out of their tools while also identifying expansion opportunities. My goal is to nurture the customer lifecycle in growing companies through outstanding communication and conflict resolution.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
SolarWinds
09.2021 - Current
- Responsible for proactively managing 200 customer accounts with a key focus on the top 30 at an enterprise scale with the company's ARR reaching over one million.
- Assisting customers with onboarding to foster successful adoption and usage.
- Directly working with the Customer Success Engineering team to conducted periodic end user training sessions to support adoption and product feature utilization.
- Perform troubleshooting of software to resolve issues and escalated situations to technical support department.
- Create powerful customer experience ensuring strong retention rates, increase product adoption, and identifies expansion within accounts to collaborate with the sales team.
- Act as the liaison point of contact to the customer matrixed with sales, support, renewals, and engineering.
- Anticipate potential issues within the customer base. Creating a scalable action plans to resolve and avoid churn.
- Hosting Pulse Check, Joint Technical Reviews, and Architectural Reviews. Ensuring a good meeting cadence with the customer to foster a great relationship.
Inside Sales Representative
SolarWinds
02.2019 - 09.2021
- Developing trusted advisor relationships with key existing accounts, net new accounts, and executive partners to promote long term business growth.
- Increased sales with execution of full sales cycle processing from initial lead qualification through evaluation process and closing.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Determined needs, delivered solutions, and overcame objections through consultative Sandler selling skills.
- Maintain pipeline to achieve or exceed quota while developing healthy pipeline growth.
Inside Sales/Customer Success Specialist
Resident Research
01.2017 - 02.2019
- Develop and maintain client relationships at all levels with existing accounts.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Tracked customer service cases and updated service software with customer information.
- Prospect into new business as well as growth within current accounts
Sales Manager
Massage Heights
03.2016 - 01.2017
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Managed recruitment, training and mentoring new sales representatives.
Sales Manager/Corporate Trainer
Skin Deep
06.2009 - 02.2016
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Prepared sales presentations for clients showing success and credibility of products.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Coached and promoted high-achieving sales employees to fill leadership positions with qualified staff and boost company growth.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Education
Lakeland Community College
Willoughby, OHSkills
- Creative problem solving
- Ability to foster relationships
- Empathetic communication
- Hands on SaaS experience
- CRM - Salesforce, Gainsight, and Outreach
Certification
- Advanced CSM Gainsight Certified (Level 1 & 2)
- Sandler Sales
- Database Sales Expert
Timeline
Senior Customer Success Manager
SolarWinds
09.2021 - Current
Inside Sales Representative
SolarWinds
02.2019 - 09.2021
Inside Sales/Customer Success Specialist
Resident Research
01.2017 - 02.2019
Sales Manager
Massage Heights
03.2016 - 01.2017
Sales Manager/Corporate Trainer
Skin Deep
06.2009 - 02.2016
- Advanced CSM Gainsight Certified (Level 1 & 2)
- Sandler Sales
- Database Sales Expert
Lakeland Community College
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