Salesforce
Trey McLamb
Raleigh,NC
Summary
7+ years of customer success experience building genuine relationships with enterprise clients. Leverage a growth mindset to challenge the status quo and continually innovate towards a better customer experience. Proven leader in achieving retention north of 96% by effectively managing relationships through the implementation of value-add strategies and projects. Collaborative communicator across the sales, services and product team focused on building cohesive relationships with team members and clients.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Executive, Strategic
BetterCloud
Remote, NC
04.2021 - Current
- Advise and consult with C-level and Senior IT leaders to develop strategy to automate on-boarding, off-boarding and mid-life cycle for their employees to increase IT efficiency, increase security posture and optimize SaaS spend.
- Manage $4.4M in annual recurring revenue through 10 Strategic Accounts including: Zoom, Block, Inc., Disney Streaming and Airbnb.
- Achieved Net Retention of 210% on a 115% target in FY22
- Chosen CS representative in partnership with our Product Team as they develop their roadmap for our Strategic book of business.
- Chosen to lead in the first CS Mentorship program as a Senior leader on the team.
Sr. Enterprise Customer Success Manager, Team Lead
LogMeIn
01.2019 - 03.2021
- Advise and consult with C-level and Senior IT leaders to develop a strategy to support both internal and external customers with LogMeIn remote support technologies to increase customer satisfaction and drive down IT related costs.
- Manage $6.5M in annual recurring revenue through 20 Enterprise Accounts including: Wells Fargo, Asurion, Lenovo and BestBuy.
- Identified and helped build the Enterprise Customer Success Team including the Sr.
- Manager and two additional Enterprise CSMs.
- 98% revenue retention YTD and identified $1.1M in expansion opportunity.
- Chosen to lead the Support organization on an appropriate Enterprise Engagement Model.
- Chosen to lead the CS org in new product development partnership with our product team.
- Partnered with Sales, Marketing, Product, and leadership to ensure LogMeIn presents with a single voice to our customers, leading towards a stronger partnership with our enterprise customers.
Customer Success Manager
Cisco Systems, Inc
11.2017 - 12.2018
- Consulted with C-level executives and senior IT leaders to develop and implement an effective, enterprise-widestrategy that maximizes value delivered by Cisco's products and services.
- Managed $14.2M in revenue through 38 commercial accounts.
- Chosen Subject Matter Expert to provide the field voice on an expansion pilot project determining the motionwould not be appropriate for the customer success motion, keeping customer trust at the forefront.
- Increased BoB health score 29% YoY through strategic projects for product deployment and adoption.
- Identified $5.2M in qualified expansion opportunity by adding strategic value and becoming a trusted adviser.
- Led team in having strategic conversations with the executive level contacts for our customers to drivebusiness outcomes and positively impact renewal rate for recurring offers.
- Partnered with account teams and services teams to build a process for delivering an exceptional customerexperience for customers with multiple (8+) product lines.
- Led team on a project to develop a tool for Americas team and leadership to easily publish and locate relevantsuccess stories.
- Over 100 Success Stories were published and categorized by region, industry, etc.
Customer Success Manager, Team Lead
Relias Learning, LLC, Bertelsmann SE and Co. KGaA
05.2013 - 11.2017
- Managed $2.95M annual revenue through 15 Enterprise Customers.
- Achieved a renewal rate of 89.4% in 2016 and retention north of 96%.
- Achieved a Customer Satisfaction Scoreof 100% in 2016.
Sales Trainer
- Used Salesforce and Gainsight client usage of products, current contracts, upcoming renewals and trackactivity.
- Partnered with sales on accounts to ensure overall client success and uncover up-sell and cross-sellopportunities.
- Conducted quarterly business reviews with each account's executive team.
- Developed training for each client to increase adoption across each product they use.
- Developed a 7-week sales boot camp centered on Solution Selling/customer focused.
- Delivered training for all phases of the sales process for all sales professionals, from entry level to NationalDirector.
- Achieved 112% of quota for new hires in 2015.
- Met with executives monthly to continually align training with overall business objectives.
- Used Salesforce dashboards to set and measure metrics for key performance.
- Planned and executed Annual Sales Event and came in under budget for 2 consecutive years.
Field Sales Account Executive
Milner, Inc
02.2013 - 05.2013
- Developed potential client lists for a given territory.
- Qualified client leads in order to ensure productivity and increase business.
- Organized and conducted quarterly account business reviews for assigned clients to ensure retention, increaserevenue, and obtain referrals.
- Developed and presented client proposals.
Education
Bachelor of Science - Business Administration
North Carolina State University
01.2008 - 01.2012
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Milner Professional Sales Award Poole College of Management
Skills
Gainsight
MS Office Suite
GSuite
Zoom
SaaS Business Models
Slack
Jira
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Executive, Strategic
BetterCloud
04.2021 - Current
Sr. Enterprise Customer Success Manager, Team Lead
LogMeIn
01.2019 - 03.2021
Customer Success Manager
Cisco Systems, Inc
11.2017 - 12.2018
Customer Success Manager, Team Lead
Relias Learning, LLC, Bertelsmann SE and Co. KGaA
05.2013 - 11.2017
Field Sales Account Executive
Milner, Inc
02.2013 - 05.2013
Bachelor of Science - Business Administration
North Carolina State University
01.2008 - 01.2012
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Milner Professional Sales Award Poole College of Management
Sales Trainer
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