Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Terrone Evans

Queen Creek,AZ

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Keap
05.2021 - Current
  • Drive Customer Success through proactive reach-out efforts that focus on bringing the customer to value
  • Customer Retention: Drive on value-added conversations with customers requesting to cancel, bring them back to why they purchased, and deliver on their needs to get them to value
  • Expand AMRR of the existing customer base by managing revenue wisely and finding opportunities for growth
  • This includes standards of excellence regarding C&R and billing reductions
  • Maintain a book of business and consistently meet or exceed individual performance metrics

Client Advocate

Digital Air Strike
06.2019 - 05.2021
  • Launch new clients on all product lines
  • Hold account review calls that demonstrate the value of products and services to assigned clients
  • Provide proactive direction to clients about what action they can take to improve their results utilizing our products and services
  • Tee-up additional products and services which may be beneficial to the client to drive new revenue
  • Alert and work with internal teams if clients are not satisfied
  • Coordinate with Client Manager as needed to provide input on design and troubleshoot service offerings
  • Monitored progress towards service plan goals.

District Digital Manager

Aquent/General Motors, Chevrolet
08.2017 - 06.2019
  • Support Go-To-Market Strategy on Dealer Websites Monthly
  • Review Service Navigation, Content, and Pricing
  • Handle Dealer Escalation Issues
  • Coordinate Dealer Calls with Field/Suppliers
  • Send Weekly Digital Performance Reports to Zone Manager and District Sales Manager to show weekly progress of Chevrolet Dealers in the Baton Rouge, LA area
  • Incorporate SEO/SEM analytics along with CRM and Paid Search campaign results on dealer digital strategy calls to help implement digital best practices
  • Assist dealers by utilizing SEO/SEM and social media services such as Google Analytics, Google My Business, Facebook, Instagram, and Promoboxx to increase and maintain customer traffic & Reputation Management to result in driving Sales and Service retention.

Senior Account Manager

GENPACT
08.2014 - 01.2017
  • Assisted customers with troubleshooting Google My Business Single Feed & Bulk accounts while meeting performance metrics and expectations
  • Gave best practices for organic and Paid Search for Google AdWords
  • Made upsells to potential small business owners for Google AdWords Express to help increase sales and drive more customer traffic for clients.
  • Provided extensive support in sales, technical and business areas to key accounts.
  • Mentored junior account management professionals to develop skills and increase company revenue.

Assistant Store Manager

Rite Aid
11.2012 - 08.2014
  • Assisted the Store Manager with the operation of busy retail store, maximized profit and loss (P&L) performance by executing company policies and procedures
  • Analyzed operating reports and made recommendations for improvement
  • Utilized Staffworks /Workforce Management software to complete associate work schedules
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.

Education

Bachelor of Arts - Communications, Political Science

The University of Michigan
Dearborn Dearborn, MI

Skills

  • Customer Service
  • Renewing Accounts
  • Salesforce CRM Experience
  • Account Management
  • Google Apps
  • Customer Retention
  • CRM Software
  • Customer Account Review

Additional Information

  • AWARDS & RECOGNITION , Keap President’s Club 2022 Winner Keap Digital Marketer Certification – December 2022 Digital Air Strike Top 10 Performer 2019 for SFE Client Annual Renewals FY 2020

Timeline

Customer Success Manager

Keap
05.2021 - Current

Client Advocate

Digital Air Strike
06.2019 - 05.2021

District Digital Manager

Aquent/General Motors, Chevrolet
08.2017 - 06.2019

Senior Account Manager

GENPACT
08.2014 - 01.2017

Assistant Store Manager

Rite Aid
11.2012 - 08.2014

Bachelor of Arts - Communications, Political Science

The University of Michigan

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Terrone Evans