Tom Herrington
122 Annandale Pkwy E Madison,MS
Summary
Results-driven sales and client success professional with over 20 years of experience in client relationship management, consultative sales, and cross-department collaboration. Proven expertise in leveraging CRM systems to optimize client interactions and drive business growth. Known for exceptional problem-solving skills, a consultative approach to sales, and a commitment to delivering high-quality, tailored solutions
Overview
17
17
years of professional experience
Work History
Client Success Manager
Damiens Law Firm
01.2022 - 08.2024
- Managed client intake process, ensuring efficient collection of information and coordination with attorneys for case assignment. Screened potential clients, assessing needs and determining appropriate legal services. Utilized Go High Level CRM to triage and assign prospects, facilitating seamless follow-up and engagement.
- Utilized consultative selling techniques to empathize with clients for higher conversion and retention rates.
- Provided mentorship and leadership, overseeing the training and development of Client Intake Specialists to ensure consistent client service and drive team excellence.
- Served as primary point of contact for clients, consistently managing communications to ensure a responsive experience. Took proactive measures to address client concerns and optimize caseload growth through effective management of attorney schedules.
- Managed and monitored unpaid balances in IRS Logics, DEX, and Stripe, diligently updating spreadsheets to track and manage past-due accounts. Utilized outbound communications to effectively reach out to clients, ensuring timely follow-up on outstanding balances and facilitating payment resolutions.
- Client Onboarding and Quality Control: Facilitate the professional handoff of clients to the legal team, oversee the onboarding process, and ensure accurate and efficient case setup. Oversee the onboarding process by completing new scope surveys and entering data into case management software.
- Monitored and reported on key client success metrics, such as booking rates, no-show percentages, offer rates, and cash collection percentages
President
Etc Marketing Consultants
03.2017 - 12.2021
- Established etc Marketing Consultants to assist clients in developing and implementing tailored marketing strategies.
- Created brand name, developed website, designed logo, and managed social media accounts to establish an impactful company identity.
- Established effective relationships and successfully negotiated collaboration conditions with third-party contractors.
- Managed end-to-end project delivery, handling internal tasks and client communications through meetings and conference calls.
- Delivered diverse expertise encompassing website development, online advertising campaigns management, content creation supervision, and customized application deployment and system configuration.
Sales Consultant
U.S. NEXT
10.2007 - 03.2017
- Generated new business opportunities by proactively engaging prospects through cold outreach, targeted email campaigns, inbound inquiries, referrals, and networking.
- Managed client onboarding, overseeing the entire project lifecycle, from initial setup through design, development, and deployment.
- Provided creative direction in consultation with clients and graphic designers, resulting in customized website designs.
Education
BBA - General Business
University of Mississippi
Oxford, MS 05.1989
Skills
- Communication: Verbal & Written Communication
- Client Relationship Management: Relationship Building
- Consultative Sales: Solution Selling
- Problem Solving: Issue Resolution
- Project Management: Case Management
- Product or Service Knowledge: Product Expertise
- Cross-Functional Collaboration: Interdepartmental Collaboration
- Negotiation: Contract Negotiation
Early Career
Director of Sales, Mindbender New Media
- Provided strategic sales and marketing leadership as a Board Advisor, standardizing collateral and procedures.
- Secured a strategic partnership with Jackson's largest radio group, launching a portal site that expanded market reach through auctions, eCommerce, and on-air promotions.
- Expanded revenue streams by partnering with MS Filing Systems to resell online document storage services.
President, Total Office Solutions (T.O.S.)
- Launched and scaled T.O.S., achieving rapid growth to over 1,800 accounts and earning recognition as one of America’s Top 100 Fastest Growing Small Businesses by Entrepreneur Magazine.
- Executed multi-channel marketing campaigns across radio, TV, and print, driving brand visibility.
- Led sales forecasting, recruitment, and training, optimizing sales performance and team expertise.
Timeline
Client Success Manager
Damiens Law Firm
01.2022 - 08.2024
President
Etc Marketing Consultants
03.2017 - 12.2021
Sales Consultant
U.S. NEXT
10.2007 - 03.2017
BBA - General Business
University of Mississippi