Susanna Marino
Account Manager
Metairie,LA
Summary
Dynamic Account Manager with a proven track record at BOLD Holdings, excelling in client relationship management and issue resolution. Expert in driving customer satisfaction and retention through strategic account oversight and effective collaboration. Recognized for increasing upsell opportunities and fostering long-term loyalty by understanding client needs and delivering tailored solutions.
Overview
26
26
years of professional experience
Work History
Account Manager II
BOLD Holdings. LLC
2025.08 - 2026.03
- Developed and maintained strong client relationships to enhance customer satisfaction.
- Collaborated with cross-functional teams to execute strategic account plans effectively.
- Conducted regular account reviews to assess performance and identify growth opportunities.
- Coordinated project timelines and deliverables, ensuring alignment with client expectations.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Worked simultaneously in three different instances of Salesforce to document client notes, calls, and create quotes.
- Consistently followed monthly economic updates from Bureau of Labor Statistics to remain aware of market trends.
Senior Account Executive
CareerBuilder (Acquired by BOLD Holdings July 2025)
2022.05 - 2025.07
- Developed and maintained strong client relationships, enhancing customer satisfaction and retention.
- Collaborated with cross-functional teams to deliver tailored solutions that meet client needs.
- Analyzed account performance data, driving insights for continuous improvement in service delivery.
- Led presentations for key stakeholders, articulating value propositions and securing buy-in for new initiatives.
- Utilized CRM tools effectively to manage client information and track progress on accounts, leading to more accurate forecasting and pipeline management.
- Increased account retention by building strong relationships with clients and addressing their needs promptly.
- Maintained comprehensive knowledge of market trends, industry news, and competitor offerings, ensuring informed decision-making and strategic planning.
- Consistently met or exceeded monthly sales quotas through diligent prospecting efforts and effective closing techniques.
- Conducted regular client reviews to assess performance metrics, identifying areas for improvement and implementing necessary changes.
- Collaborated with cross-functional teams to ensure timely delivery of products and services, resulting in high customer satisfaction.
- Cold called prospects to explain partnership benefits, representing company values.
- Delivered tailored solutions based on individual client needs by thoroughly understanding their business objectives and pain points.
- Met with new customers to share product and service information, listen to needs and learn about business operations.
- Resolved escalated customer issues professionally, maintaining client trust while protecting company interests.
- Prepared documentation, finalized sales and maintained records.
- Met existing customers to review current services and expand sales opportunities.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Stayed current on company offerings and industry trends.
- 2022 Employee of the year for Small Business Division.
- 2022 Award for 107% Revenue.
- #2 Salesperson for Small Business in April 2023.
- 102% Sales Books with 98% Revenue for 2023.
- Top 2 my division for activity metrics in March 2024 with 112K in revenue.
- Employee of the Month April 2025 for Small Business Division.
- Member of the Employee Engagement Committee and Think Tank.
- Participated in as a Mentor in the company's initial Mentor/Mentee program.
- Featured in company social media campaign for Employee Feature Friday.
- First member on my team to obtain a positive client review posted on company social pages.
- First member on my team to sell the new Pay Per Resume initiative.
Managing Director
Hair Club, LLC
2014.02 - 2022.05
- Directed strategic initiatives to enhance client retention and satisfaction across multiple locations.
- Oversaw operational efficiency, implementing best practices to streamline service delivery and reduce costs.
- Fostered a culture of continuous improvement by mentoring staff on best operational practices and customer engagement strategies.
- Evaluated organizational processes, driving changes that improved overall workflow efficiency and employee satisfaction.
- Increased overall company image through consistent customer relationship building yield a 5.0 location rating on Google.
- Host afterhours functions for clients to build relationships and company loyalty.
- Presented at local cosmetology schools to help build a talent pipeline and brand awareness.
- Wrote and delivered annual performance reviews for all team members.
- Created retail displays to drive revenue and educate clients on products.
- Covered administration desk duties and sales when necessary
- Processed payroll bi-weekly using UKG.
Membership Advisor
Hair Club, LLC
2008.02 - 2014.03
- Promoted to Membership Advisor while maintaining role as Administrative Trainer.
- Educated clients on hair restoration options, fostering informed decision-making.
- Maintained accurate records of member interactions and feedback to optimize services.
- Collaborated with cross-functional teams to streamline onboarding processes for new members.
- Promoted referral programs to increase membership growth and engagement.
- Exceeded monthly sales targets consistently through proactive lead generation efforts.
- Developed strong relationships with local businesses to create mutually beneficial partnerships that drove new memberships.
- Delivered memorable experiences during networking functions that led to client retention.
- Contributed to a positive work environment by actively participating in staff meetings and training sessions.
Administrative Assistant/Trainer
Hair Club, LLC
2006.03 - 2008.02
- Managed client scheduling and answered inbound calls for the office.
- Maintained office supplies inventory, ensuring seamless operations and resource availability.
- Developed and implemented filing systems, improving document retrieval and accessibility.
- Promoted to regional trainer in 2008. Trained new administrative staff on office procedures, promoting consistency in task execution.
- Led administrative projects to streamline operations, driving significant improvements in service delivery.
- Mentored administrative staff in other states, enhancing their skills and contributing to team development initiatives.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Started the first office adopt a family program during the holiday season.
- Maintained account receivables ensuring client payments were collected during appointments and payment methods updated.
- Performed opening and closing procedures for cash drawer.
- Handle payment transactions by cash, check, credit card, and financing.
Group Sales/Special Markets Sales Manager
Audubon Nature Institute
2000.08 - 2005.08
- Answered inbound calls to reserve individual and group reservations for all three Audubon attractions.
- Responsible for upselling lunch options and cross-selling facility visits.
- Answered general questions about the Audubon attractions and recommendations of places of interest in the city of New Orleans
- Attended networking functions hosted by NOMCB and Jefferson Chamber of Commerce.
- Promoted to Special Markets Sales Manager in May 2024.
- Business development of new partnerships for Audubon Nature Institute through hoteliers, military, restaurants, and other small businesses.
- Exhibited at trade shows such as AARP, LTPA, Texas Bandmasters, LA B&B, and various Gulf coast Military Shows
- Laid off due to Hurricane Katrina
Education
Certification of Human Resource Management - Human Resource Management
Southern New Hampshire University
Hooksett, NH2022-12
Bachelor of Arts - Journalism And Mass Communication
Loyola University, New Orleans
New Orleans, LA2004-08
High School Diploma -
St. Mary's Dominican High School
New Orleans, LA2000-05
Skills
Account management
Customer service
Teamwork and collaboration
Client relations
Client relationship management
Customer satisfaction
Relationship building
Customer relationships
Goal oriented
Relationship building and management
Sales development
Account oversight
Client relationship building
Issue resolution
Networking skills
Team management
Adaptable
Timeline
Account Manager II
BOLD Holdings. LLC
2025.08 - 2026.03
Senior Account Executive
CareerBuilder (Acquired by BOLD Holdings July 2025)
2022.05 - 2025.07
Managing Director
Hair Club, LLC
2014.02 - 2022.05
Membership Advisor
Hair Club, LLC
2008.02 - 2014.03
Administrative Assistant/Trainer
Hair Club, LLC
2006.03 - 2008.02
Group Sales/Special Markets Sales Manager
Audubon Nature Institute
2000.08 - 2005.08
Certification of Human Resource Management - Human Resource Management
Southern New Hampshire University
Bachelor of Arts - Journalism And Mass Communication
Loyola University, New Orleans
High School Diploma -
St. Mary's Dominican High School