Terrence Martin
Edina,MN
Summary
Experienced and results-oriented Customer Success Manager with a proven track record of effectively managing multiple accounts, driving renewal sales and upselling, implementing client on-boarding procedures, and orchestrating successful customer satisfaction processes.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Lumen Technologies
11.2021 - Current
- Manage full renewals lifecycle, while uncovering new business opportunities.
- Established strong relationships with 40-75 key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Create customer support strategies to increase customer retention.
- Monitor customer progress and addressed customer inquiries with timely and accurate updates.
- Maintain 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
- 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.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
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
Bachelor of Arts - Communications
University of St. Thomas
St Paul, MN01.1996
Skills
- Customer Success Strategies
- Account Management
- Customer Relationship Management
- Renewals & Upselling
- Revenue Growth
- Time Management
- Proactive Problem Resolution
- Onboarding
- Collaboration
- Time Management
- Negotiation
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
Bachelor of Arts - Communications
University of St. Thomas
Similar Profiles
Naga SreedharNaga Sreedhar
Sr Development Consultant at Lumen TechnologiesSr Development Consultant at Lumen Technologies
ERIC TOMLINSONERIC TOMLINSON
Network Technician at Lumen TechnologiesNetwork Technician at Lumen Technologies
Omar RodriguezOmar Rodriguez
Sr. Network Engineer Program Manager at Lumen TechnologiesSr. Network Engineer Program Manager at Lumen Technologies
CELINE MARY SCELINE MARY S
Senior order management specialist at Lumen TechnologiesSenior order management specialist at Lumen Technologies
Isabel DuncanIsabel Duncan
In-Home Nanny at Laura MarkIn-Home Nanny at Laura Mark