Stephanie Terry
Downingtown
Summary
Effective manager skilled in mentoring teams and streamlining operations to drive results. Successfully led initiatives that resulted in a 15% increase in productivity and consistently met or exceeded fiscal targets. Expertise in developing training programs and enhancing service delivery through customer insights.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Subscription Renewals
Bentley Systems
02.2022 - Current
- Managing a team to develop, execute, and obtain fiscal targets
- Improved team productivity by 15% through comprehensive employee performance evaluations
- Hiring / Onboarding for optimal growth and professional development quarterly/annually
- Gathered feedback from team members to streamline processes and identify areas needing attention.
- Developed training programs for new hires on software tools and best practices.
- Mentored junior staff, providing guidance on professional development and technical skills.
- Provided leadership during times of organizational change or crisis situations.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created weekly reports for senior management that highlighted operational performance metrics.
Customer Success Manager
Bentley technology
11.2020 - 01.2022
- Creating and documenting success plays through knowledge gained with account/user engagement and domain expertise that delivers desired business outcomes with Bentley technology
- Nurtured user relationships, cultivating account advocates to drive user engagement and loyalty.
- Coordinated cross-functional teams to resolve customer issues, enhancing customer satisfaction and retention.
- Providing subject expertise training (via webinars, videos, etc.) on best practices, digital workflows for engineering, construction, and operation of infrastructure assets as they apply to the use of Bentley software solutions
- Delivered account feedback to communication, product, sales, and marketing teams, aligning efforts with organizational strategic initiatives.
Subscription Renewals Representative
Bentley SELECT
05.2017 - 11.2020
- Managed 1,000 corporate subscription accounts covering $10 million in annual renewals, ensuring smooth transitions and updates.
- Coordinated with a team of 18 to manage subscription renewals for over 15,000 clients on an annual basis.
- Boosted renewal rate to an all-time high of 95% by leveraging customer feedback insights to refine service offerings.
- Achieved daily performance goals set by management team, contributing to overall team success.
- Achieved fiscal targets consistently within the range of 100% to 175% during various financial periods.
- Discussed loss mitigation strategies with customers to minimize potential loss of Bentley SELECT, addressing portfolio balance, inactivity, license surrender, and cancellation.
- Facilitated communication between clients and internal teams to enhance operational efficiency.
- Being knowledgeable in the use of SAP CRM database, SAP Interaction Center, Report Tool – Forecasting of pipeline.
Sales Support Rep
Softmart
05.2014 - 05.2017
- Built strong customer relationships by actively engaging to identify and address their needs
- Educated customers on web ordering and quoting processes, enhancing their understanding of beneficial online offerings
- Served customers through daily interactions, ensuring professionalism and efficiency in addressing inquiries
- Interact with all the pertinent departments to ensure problem resolution for all customer inquiries
Education
Bachelor of science -
DeVry University
05-2026
Associates - Applied Science in Healthcare Administration
University of Phoenix
01-2012
Skills
- Team leadership
- Goal setting
- Communication skills
- Coaching skills
- Task delegation
- Analytical thinking
- Problem resolution
- Performance evaluation
- Revenue optimization
- Reporting skills
- Customer retention
- CRM strategy
- Process improvement
Accomplishments
- Increased renewal rate by 15% over two years through strategic planning and team mentoring.
- Led team achieving 120% of fiscal targets consecutively for three years.
- Reduced customer churn by 20% using loss mitigation strategies.
- Successfully onboarded over 50 new employees, enhancing team growth.
Hobbies and Interests
- Camping
- Cooking
- Outdoor
Affiliations
- Volunteer, A Child's Light, Exton, PA
- Swimming, hiking, camping, and boating
Certification
- Certified training in Non-Profit Board Leadership from United Way / Leadership Chester County
Timeline
Manager, Subscription Renewals
Bentley Systems
02.2022 - Current
Customer Success Manager
Bentley technology
11.2020 - 01.2022
Subscription Renewals Representative
Bentley SELECT
05.2017 - 11.2020
Sales Support Rep
Softmart
05.2014 - 05.2017
Bachelor of science -
DeVry University
Associates - Applied Science in Healthcare Administration
University of Phoenix