Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Timeline
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Terrence Martin

Edina,MN

Summary

As a Customer Success professional I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Managing the renewals process for my accounts, uncovering new opportunities for sales, resolving services and billing issues, proactively maintaining contact with my customers are daily activities within my role.

Overview

16
16
years of professional experience

Work History

Customer Success Manager

Lumen Technologies
11.2021 - Current
  • Managed full renewals lifecycle, while uncovering new business opportunities.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.


Account Manager

Accenture/N3
08.2020 - 10.2021
  • Oversaw full sales cycle of SaaS and services to Mid-Market and Enterprise accounts
  • Collaborated with Marketing & Customer Success on expanding footprint in existing accounts
  • Strategized with outside sales and upper management to establish KPI's for accounts
  • Awarded Sales Executive of the quarter, Q2 2021 for highest revenue generator
  • Created outbound sequence and calling campaigns to increase net new sales
  • Increased new opportunities within existing accounts by 40% through targeted saturation campaign.

Oracle Solutions Account Manager

Wipro/Drivestream
06.2017 - 07.2018
  • Delivered consultative, solutions-focused sales management and development for global IT consulting services, strategically aligning client business roadmaps with internal technical roadmaps, through resource analysis and collaborative team coordination and planning
  • Key Contributions:
  • Produced $3M in IT services revenue, comprised of technology solutions and services for customers using Oracle SaaS and on-premise data centers and systems
  • Concurrently maintained incisive management of client accounts regarding staff augmentation and BPO services.

Application Account Manager

Oracle
06.2016 - 05.2017
  • Managed key enterprise and national accounts, with specialty in license support renewal and SaaS business application transformation
  • Provided consultative sales throughout client buyer journey, maintaining alignment with organizational road map and resources, and conducting in-depth market research to identify opportunities
  • Key Contributions:
  • Achieved 109% quota for Q1 and 447% for Q2 of FY2017
  • Awarded 'Application Sales Rep of the Quarter' for Q4 of FY2016 for achieving 208% quota.

Application Sales Representative

Oracle
09.2015 - 05.2016
  • Managed direct sales for human capital management SaaS solutions for Healthcare and Higher Education verticals, significantly developing US market through sales cycle management and planning, and instituting significant growth campaigns
  • Oversaw mentorship of teammates regarding methodology and best practices
  • Key Contributions:
  • Conducted exhaustive competitor analysis, developing recommendations for areas of weakness as well as value selling strategy for areas of greatest competitive strength.

Sr. IT Solutions Consultant

All Covered
09.2014 - 08.2015
  • Directed sales opportunities for application and networking services through identification and qualification, quoting pricing, preparing proposals, and closing bookings for new and existing accounts
  • Developed and implemented sales strategy focused on optimized sales cycles and closing techniques
  • Focused on upselling existing accounts, while hunting for net new business
  • Key Contributions:
  • Launched the Education IT Services vertical in a new territory (MN, WI, ND, SD) to meet market demand and expand overall market share
  • Closed 63K in new recurring business within first four months.

Account Manager

Digital River
03.2013 - 10.2013
  • Generated new recurring business within existing K-12 accounts
  • Brought in $350K in new revenue from existing accounts
  • Initiated and launched free consulting program to help schools write grants and secure federal funding.

Account Executive

SPS Commerce
01.2008 - 12.2011
  • Built sales pipeline and converted prospects into active marketplace participants for cloud-based supply chain management software catering to retailers, suppliers, third-party logistics providers and partners
  • Managed the RFP and technology solicitation process; prepared and submitted proposals and recommendations for application specific solutions to meet customer requirements
  • Consistently surpassed quotas and achieved top 10% on a team of 50 representatives
  • Secured the largest client account with 30K in account setup fees and $100K in recurring annual revenue.

Education

BA in Communication Studies & Public Speaking -

University of St. Thomas
St. Paul, MN
01.1996

Skills

  • Customer Success Strategies
  • Customer Account Management
  • Client Relations
  • Technology Sales
  • Revenue Growth
  • Customer Relationship Building
  • Business Development
  • SaaS

Professional Development

  • Sandler Sales System
  • Dale Carnegie Sales Advantage
  • Consultative Sales

Timeline

Customer Success Manager

Lumen Technologies
11.2021 - Current

Account Manager

Accenture/N3
08.2020 - 10.2021

Oracle Solutions Account Manager

Wipro/Drivestream
06.2017 - 07.2018

Application Account Manager

Oracle
06.2016 - 05.2017

Application Sales Representative

Oracle
09.2015 - 05.2016

Sr. IT Solutions Consultant

All Covered
09.2014 - 08.2015

Account Manager

Digital River
03.2013 - 10.2013

Account Executive

SPS Commerce
01.2008 - 12.2011

BA in Communication Studies & Public Speaking -

University of St. Thomas

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Terrence Martin