Jude Alberts
Customer Success Manager
Chantilly,VA
Summary
Dedicated Customer Success Manager since 2020. Detail-oriented team player with strong organizational skills and the ability to manage multiple projects with proficiency. Possesses a skillset centered around nurturing client relationships and supporting project initiatives.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
ZoomInfo
Bethesda, MD
03.2024 - Current
- Managed portfolio of 40 mid-market clients, overseeing $3M quota encompassing both renewals and upsells.
- Coordinated with product team to address customer issues, ensuring timely resolution and maintaining trust.
- Leveraged quarterly business reviews and monthly check-ins to provide guidance to customers on best practices, maximizing their return on investment.
- Developed success and risk mitigation plans for priority accounts to enhance retention and reduce churn.
- Facilitated successful renewals through relationship management and proactive issue resolution.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Studied usage data to deliver personalized product recommendations to customers.
Customer Success Manager
Deltek
Herndon, VA
1 2020 - 03.2024
- Managed book of 70 SaaS clients. $7M quota consisting of subscription renewals and license expansions.
- Led team in quota achievement in 2023 (103%) and was selected for Presidents Club. Attained 100% of quota from 2020-2022.
- Serve as primary point of contact throughout the client lifecycle with an active role in the onboarding, implementation, and offboarding processes.
- Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
- Meet with clients on a monthly and quarterly basis with a focus on adoption and product satisfaction.
- Use Salesforce and Gainsight to track and report account health, forecasts, and activity.
- Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
Sales Development Representative
Deltek
Herndon, VA
02.2018 - 01.2020
- Proactively researched and prospected to conduct outbound cold calling and lead nurturing.
- Contacted key decision-makers in a focused number of small, medium & large sized businesses to generate interest in Deltek solutions.
- Created opportunities were converted to over $2M in revenue during two-year tenure as SDR.
- Daily outreach consisted of fostering client relationships and connecting with customers in an effort to discover business challenges and potential solutions.
- Captured accurate and complete information in Salesforce.
- Acted as team lead in the event of manager's absence in addition to new hire training & mentorship.
Business Development Specialist
SaleCycle
Sterling, VA
03.2017 - 01.2018
- Brought in new accounts through successful networking strategies and promotional approaches.
- Made 50 cold-calls per day aiming to creating new opportunities for SaleCycle's digital marketing software.
- Facilitated discovery calls with business owners and marketing executives, helping them improve conversions on their websites and expand their digital footprint.
- Supported field marketing team by running email campaigns for existing and potential clients.
- Used Salesforce to organize and manage prospective pipeline.
- Developed knowledge of company products and services to make suggestions according to customer needs
Education
Bachelor of Science - University Studies
East Carolina University
Greenville, NC 08.2012 - 05.2016
Skills
Salesforce/Gainsight
Customer Retention
Account Management
Strategic Communications
Client Service Optimization
Customer Relations
Timeline
Customer Success Manager
ZoomInfo
03.2024 - Current
Sales Development Representative
Deltek
02.2018 - 01.2020
Business Development Specialist
SaleCycle
03.2017 - 01.2018
Bachelor of Science - University Studies
East Carolina University
08.2012 - 05.2016
Customer Success Manager
Deltek
1 2020 - 03.2024