Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Holden

Fort Myers,FL

Summary

SaaS Experienced Sr Customer Success Manager with in depth experience partnering with Finance, Insurance, Media, Higher Education, Airlines, Agencies, Department of Defense, and State and Local Government Clients. Well-versed in strategic planning, best practices, and process improvement. Resourceful in approaching each situation with a critical eye and devising innovative strategies for maximizing results. Goal-oriented and adept at promoting customer loyalty and maintaining retention with proactive and hands-on persistent approach. Mentor for new employees as part of their onboarding experience.

Overview

21
21
years of professional experience

Work History

Sr Customer Success Manager

Talkwalker
New York , NY (Remote Position)
07.2021 - Current
  • Support Public Sector for State and Local Government, Department of Defense, Higher Education, Retail, Agency, Insurance, and Financial Industry Clients.
  • Discover client's business objectives and goals to align them with a strategy that will allow them to drive results quickly
  • Serve as main point of contact and manage a defined set of accounts, focused on increasing their adoption and growth
  • Review customer health and flag and address any risks for churn
  • Highly success in delivering upsell opportunities resulting in multi-year terms
  • Demonstrate deep knowledge of TW products and integrations, while keeping up with industry trends and competitors
  • Evaluate and analyze customer needs and collaborated with other support areas to address them
  • Develop strong relationships based on trust and transparency with clients

Client Success Manager for State and Local Gov't

Gartner
Fort Myers, FL
07.2018 - 06.2021
  • As a Client Success Manager I supported Public Sector for State and Local Government Clients. I created deep, meaningful, and trust relationships with C-Suite level Executives and their teams. Which included I&O, Security & Risk, Data & Analytics, and PPM.
  • Former Client support also included Healthcare, Logistics, Supply Chain, Retail, Automotive, Higher Education, and Transportation.
  • Mentor for new employees to guide them through a successful onboarding experience.
  • I received Company-wide recognition for my dedication and focus around the utilization of the Cares Act to secure upcoming renewals.
  • Highly experienced in problem solving and having a no limits mindset.
  • I understood clients' current and future client priorities, initiatives, key milestones, and measures of success.
  • Developed in depth knowledge of the client's business, industry, and their mission critical priorities to drive meaningful engagement and value-added interactions.
  • Set up Analyst conversations (inquiry), research recommendations, events attendance, etc.).
  • Uncovered and captured how the client measures value and ensures this is delivered throughout the life of the contract.
  • Drove continuous client engagement and value by ensuring the connection of key Business or Technology related decisions and initiatives to Gartner expertise.




Branch Manager Vice President

Regions Bank
Fort Myers, FL
12.2017 - 06.2018
  • Managed a branch with total loans and deposits of $41.7 million with consistent year over year growth.
  • Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.

Regional Banking Branch Manager

Wells Fargo Bank
Fort Myers, FL
05.2013 - 12.2017
  • Boosted branch sales by developing and deepening customer loyalty through building client relationships.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.

Assistant Store Manager

Bank of America
Estero, FL
01.2010 - 05.2013
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Assistant Manager

SunTrust Bank
Fort Myers , FL
10.2006 - 12.2009
  • Increased sales by driving operational efficiencies and building excellent customer rapport.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Personal Banker

Encore Bank
Fort Myers , FL
07.2006 - 10.2006
  • Provided excellent customer service to our clients.
  • Assisted clients with daily services such as opening and closing accounts.

Personal Banker

SunTrust Bank
Fort Myers , FL
02.2006 - 07.2006
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Achieved consistent recognition as top sales performer.

Banker/Teller Supervisor/Teller/Mentor

SouthTrust Bank
Fort Myers, FL
12.2000 - 02.2006
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Promoted bank's products and services by consistently cross-selling to customers.

Education

High School Diploma -

North Fort Myers High School
North Fort Myers, FL
06.2000

Skills

  • Passionate about Customer Success
  • Relationship focused
  • Customer Advocate
  • Strategic Partner
  • Thought Leader
  • Resilient Mindset
  • Collaborative Team member
  • SaaS Experience
  • Mentor

Timeline

Sr Customer Success Manager

Talkwalker
07.2021 - Current

Client Success Manager for State and Local Gov't

Gartner
07.2018 - 06.2021

Branch Manager Vice President

Regions Bank
12.2017 - 06.2018

Regional Banking Branch Manager

Wells Fargo Bank
05.2013 - 12.2017

Assistant Store Manager

Bank of America
01.2010 - 05.2013

Assistant Manager

SunTrust Bank
10.2006 - 12.2009

Personal Banker

Encore Bank
07.2006 - 10.2006

Personal Banker

SunTrust Bank
02.2006 - 07.2006

Banker/Teller Supervisor/Teller/Mentor

SouthTrust Bank
12.2000 - 02.2006

High School Diploma -

North Fort Myers High School

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