Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Susan Pierce

Indianapolis,IN

Summary

Goal-driven sales professional with more than 10 years in account management and customer facing sales focused engagements. Portfolio experience includes Fortune 10, cross-industry international enterprise, and enterprise government/non-profit customers. Proven record of collaboration, engineering and execution of projects that drive companies forward, with a measurable, above industry average, customer retention rate.


Overview

14
14
years of professional experience

Work History

Sr Enterprise Account Manager

Firstup, Inc
01.2021 - Current
  • Develop and manage customer, executive-level relationships for a nearly $10M portfolio of high touch, Fortune 500, global, enterprise accounts.
  • Logos include CVS Health, FedEx, Energy Transfer, Kimberly-Clark, Deloitte, and Edward Jones
  • Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities, as well as maximize retention.
  • Generated pipeline to close revenue and attain quota.
  • Demonstrated products, responded to questions, redirected concerns and overcame objections to close sales.
  • Quota Carrying
  • 2021 | 94% renewal rate
  • 2022 | 93% renewal rate - 106% NRR - President's Club
  • 2023 | Q3: 91% renewal rate - 100% NRR

Strategic Account Manager

ACTIVE Network
01.2014 - 02.2020
  • Develop and manage complex, often delicate customer relationships for a portfolio of 25 strategic and enterprise government and non-profit accounts valued at $9.6M in annual SaaS revenue-including regular recurring meetings with multi-level touchpoints and on-site engagement several times annually
  • Successful analysis of usage and organizational metrics to better understand customer business, increase feature adoption and growth for all accounts, improve customer service and customer health, and secure retention for such key accounts as Chicago Park District, the City of Virginia Beach, and YMCA of Greater Indianapolis
  • Work cross functionally to represent customer best interests and to quickly and efficiently solve customer issues-including co-creation and management of customer advisory board
  • Quota Carrying - avg annual renewal rate 97% - Presidents club 2015 & 2016

Division Manager

Monon Community Center - Carmel Clay Parks & Recreation
01.2010 - 01.2014
  • Direct all aspects and operations of a $55 million, 146,000 square foot, high-end, community center-including planning, implementation, and maintenance of an annual budget of $5.1 million-during a meteoric growth period
  • Hire, train and manage staff, 21 full time and 300+ part time; increased staff morale and retention through effective change management
  • Develop and implement long range strategies including annual goals and objectives for all aspects of recreation
  • Improve economic, social, and environmental sustainability of the facility and the Department by reforming and implementing policies.

Adjunct Professor

College of Communication- Butler University
01.2011 - 01.2012
  • Designed, planned and taught curriculum for the writing intensive Ethics and Case Studies in Strategic Communication
  • Created an effective and open environment for students to learn, discuss, research, and write as proved through learning outcomes, grades, and exemplary student reviews
  • Evaluated and graded assignments, including quizzes, tests, short and long writings, and research papers.

Education

Composition and Rhetoric - 45 Hours Coursework

Texas A&M University - Corpus Christi

Bachelor of Arts in English -

University of Minnesota - Duluth
12.2001

Skills

  • Key Account Management
  • Sales Strategies
  • Revenue Growth
  • Customer Relationship Management
  • Strategic Planning
  • Contract Negotiation
  • Change Management

Accomplishments

  • Firstup Presidents Club- 2022
  • ACTIVE Network Presidents Club-2015 & 2016
  • United States Gaelic Athletic Association Board-elected: Board of Directors, Registrar 2022 & 2023
  • Indiana Sports Corporation-appointed: Local Organizing Committee: Big Ten Football Championships 2013-2017
  • American Red Cross Leadership Council-appointed: 2006-2008
  • UMD Varsity Track and Field, Division II, five letters earned-1996-2001

Timeline

Sr Enterprise Account Manager

Firstup, Inc
01.2021 - Current

Strategic Account Manager

ACTIVE Network
01.2014 - 02.2020

Adjunct Professor

College of Communication- Butler University
01.2011 - 01.2012

Division Manager

Monon Community Center - Carmel Clay Parks & Recreation
01.2010 - 01.2014

Composition and Rhetoric - 45 Hours Coursework

Texas A&M University - Corpus Christi

Bachelor of Arts in English -

University of Minnesota - Duluth

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Susan Pierce