Summary
Overview
Work History
Education
Skills
Timeline
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Tommy Fabello

Medford,MA

Summary

Driven by a passion for customer success and process improvement, I excelled at Rapid7, enhancing customer retention and interdepartmental workflows. My expertise in project management and relationship building, coupled with a track record of mentoring teams and driving key performance indicators, showcases my ability to deliver impactful results and foster strong partnerships.

Overview

9
9
years of professional experience

Work History

Team Lead, Customer Success

Rapid7
02.2023 - Current
  • Assist with weekly management of forecast by running forecast sessions with CS team to deliver high on time renewal rates and customer retention
  • Mentor team of 10 CSMs by holding weekly 1:1’s, performing call shadowing, and providing contract negotiation & renewal assistance
  • Collaborated with other departments to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Coordinate CS team activities to promote strong metrics & KPIs to help drive customer adoption.

Customer Success Manager

Rapid7
04.2020 - 02.2023
  • Responsible for managing ~100 by establishing strong relationships from C-Suite down increase customer retention and success.
  • Hold quarterly business reviews with customers to show progress and strategize future growth and success.
  • Manage customer escalations, working across various internal departments to successfully foster strong partnerships and ensure ongoing customer retention.
  • Collaborated with sales team to grow customer adoption by discovering new opportunities with current customers.
  • Mentored entry level CSMs by holding bi-weekly 1:1s
  • Assist with internal projects for betterment of team (Ease of Engagement playbooks, ran ongoing trainings,
    deployment of new tooling to CSM team.)

Sr. Corporate Account Executive

Crayon
03.2019 - 04.2020
  • Responsible for closing $108,000 ARR quarterly and creating 20 qualified opportunities per month within the corporate territory.
  • Manage pipeline and forecast using SFDC to provide accurate forecast to sales leadership.
  • Responsible for building pipeline and opportunities through cold calls and email campaigns while hosting and conducting all product demonstrations

Account Executive

LinkSquares
09.2017 - 02.2019
  • Build and maintain pipeline with potential ARR of over $500,000 at all times with ARR goals of $75,000 quarterly.
  • Hired as 3rd sales rep with responsibility of being a key contributor to building and defining the internal sales process.
  • Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased brand awareness and revenue growth.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.

Business Development Manager

Everquote
09.2016 - 08.2017
  • Build and develop relationships with district level and regional insurance companies to drive agent enrollments for
    the inside sales team.
  • Attend meetings with prospects throughout the country to present and demonstrate the benefits of working with
    Everquote.
  • Host live presentations regional groups of 30+ insurance agents to drive interest in the Everquote platform.
  • Coach and train inside sales team on how to properly engage with opportunities driven through meetings and
    presentations.

Inside Sales Representative

Everquote
03.2015 - 09.2016
  • Answered customers' questions regarding products, prices, and availability.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Responsible for conducting between 60-80 outbound cold calls per day to build sales pipeline.
  • Assist in training and onboarding of new sales reps; mentored a new member from each new class until ISR was
    fully on-boarded.

Education

Associate of Arts - Hospitality Management

Johnson And Wales
Providence
05.2008

Skills

  • Escalation Management
  • Project Management
  • Relationship Building
  • Customer Focus
  • Key Performance Indicators
  • Teamwork and Collaboration
  • Work Planning and Prioritization
  • Complex Problem-Solving
  • Process Improvement

Timeline

Team Lead, Customer Success

Rapid7
02.2023 - Current

Customer Success Manager

Rapid7
04.2020 - 02.2023

Sr. Corporate Account Executive

Crayon
03.2019 - 04.2020

Account Executive

LinkSquares
09.2017 - 02.2019

Business Development Manager

Everquote
09.2016 - 08.2017

Inside Sales Representative

Everquote
03.2015 - 09.2016

Associate of Arts - Hospitality Management

Johnson And Wales

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Tommy Fabello