Tia Meldrum
New York,NY
Summary
Versatile and adaptive Customer Success Manager who is highly effective at conflict resolution and driving measurable results. Extensive experience in client/vendor relations, leading strategic renewals and expansions, identifying churn risk and reporting on customer performance metrics. Providing exceptional relationship management by serving as a trusted advisor and uncovering value realization so that clients business goals and initiatives are met.
Overview
6
6
years of professional experience
Work History
Associate Customer Success Manager, Enterprise
Showpad
New York, NY
06.2022 - Current
- Manage a diverse book of 25-30 enterprise customers with annual spend totaling in $3 million and employee count of over 7,500
- Facilitate customer engagement by conducting quarterly business reviews, regular success syncs and training sessions both virtually and in person
- Enhance platform adoption and identify risk by regularly assessing usage, customer health, and net promoter score using Gainsight and Quicksight
- Lead renewal process from start to finish, achieving a 94% retention rate and generating $300k in upsell within the first year
- Collaborate cross-functionally with Solutions Engineers, Professional Services and Sales to identify upsell and cross-sell opportunities
Customer Success Manager
Ontra
Chicago, IL
11.2021 - 03.2022
- Managed and maintained a book of 15 customers with annual spend totaling in $1 million
- Ensured smooth onboarding process for new customers by managing timeline, providing training, and consulting on instance setup and best practices
- Analyzed product usage and provided tailored recommendations to ensure alignment with individual customer needs and business priorities
- Identified and monitored key customer success metrics to gauge performance and mitigate potential risks
Senior Market Development Representative
DocuSign
Chicago, IL
04.2020 - 11.2021
- Prospected qualified leads within an assigned territory of over 10,000 accounts using consultative phone calls and strategic emailing
- Consistently met or exceeded daily key performance indicators for phone calls and emails, averaging over 30 calls and 1,000 emails per day
- Exceeded FY21 targets with 110% attainment, leading to promotion to Senior Market Development role in just 8 months on fully ramped quota
- Partnered with Account Executive to identify effective prospecting strategies, ensuring a consistent sales funnel
Sales Operations Associate
NetJets
Columbus, OH
01.2018 - 04.2020
- Efficiently handled all inbound sales inquiries, serving as the primary point of contact for prospects and customers
- Demonstrated expertise in core products, programs, and processes
- Assisted internal teams with the preparation of multi-million dollar proposals, contracts, and marketing campaigns
Education
Bachelor of Arts - Public Relations
Capital University
Columbus, OHSkills
- Salesforce
- Gainsight
- Zendesk
- AWS Quicksight
- DocuSign
- Outreach
- MS Office Suite
- Google Workspace
- Tableau
Timeline
Associate Customer Success Manager, Enterprise
Showpad
06.2022 - Current
Customer Success Manager
Ontra
11.2021 - 03.2022
Senior Market Development Representative
DocuSign
04.2020 - 11.2021
Sales Operations Associate
NetJets
01.2018 - 04.2020
Bachelor of Arts - Public Relations
Capital University
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