Vanessa Wheeler
Austin
Summary
I own and execute renewal contracts for Enterprise HLS accounts. As a Senior Customer Success Account Manager, I am a key player to collaborate with all internal teams while providing renewal contracts to the customer well before the due date. I am skilled at building quotes, negotiating pricing and terms, rebuttal objections, and providing resources for customer to use the software successfully. I also work with the customer throughout the year to build a healthy partnership and drive adoption.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Account Manager Enterprise
DocuSign
02.2024 - Current
- Engage with customers throughout the year to build strong partnerships, prevent risk (low usage), and uncover potential growth opportunities throughout the organization
- Collaborate with the sales team to identify potential upsell opportunities and expand client base
- Serve as the main point of contact when any issues arise with our customers
- Work on a seamless renewal process and renew the contract on-time while negotiating with Procurement teams
Senior Renewal Manager, Enterprise
DocuSign
05.2022 - 02.2024
- Responsible for owning and executing a portfolio within the Healthcare and Life Sciences Enterprise vertical
- Focused on retaining customers while driving growth and increasing usage throughout the contract
- FY24 exceeded Retention quote of 132% while hitting 82% quota for Gross New Monthly Recurring Revenue
- Collaborate on a daily basis with several internal teams - Account Executives, Customer Success, Legal, Revenue and Pricing team
- Work with customers on consolidating multiple contracts together, early renewals and add on envelopes/seats on contracts to ensure not only retention but also growth
Senior Renewals Manager - Enterprise
Tableau Software (A Salesforce Company)
02.2022 - 05.2022
- Responsible for renewals in the HealthCare and Life Sciences verticals on multi-million dollar accounts such as Johnson & Johnson, Alcon, Medtronic and 175+ other opportunities per quarter
- Collaborate across the organization to ensure we are using the renewal as a strategic add on event to maximize revenue growth
- Excellent operational management by documenting previous conversations and next step notes, marking at risk when appropriate, and forecast renewals for in-quarter and next quarter
- Engage with all account team members to ensure we can close renewals on time with no attrition resulted in a 96% on-time renewal rate
- Passionate about discovering ways the renewals team can improve the processes currently in place while collaborating with all team members such as Account Managers, Customer Success Managers, and Regional Vice Presidents daily
Customer Renewals Manager - Enterprise
Tableau Software (A Salesforce Company)
03.2021 - 02.2022
- Mentored and trained five co-workers coming from other roles at Tableau and new to Tableau to the Renewals Organization
- Led a pilot program (Overlay team) which consisted of four team members to determine if working on smaller renewal opportunities below 10k with Primary Renewal Managers would lead to a higher renewal rate
- Took a Leadership role on the team to set up calls, report findings, build out playbooks, and deliver results to the Leadership team
- Consolidated over 60 renewals into 1 renewal quote to align the date for a large hospital which made the process easier for their procurement team
- Exceeded on double coverage for the majority of the year when someone would leave the team while maintaining 96% renewal rates on both the HLS team and Pharma accounts
- Achieved high level of customer retention every quarter always hitting 105% of quota each quarter
Customer Renewals Manager
Tableau Software Inc
03.2019 - 03.2021
- Responsible for promoting adoption and customer retention for over 450 accounts per quarter, averaging $1 million in renewals per quarter
- Assist customers with training, deployment, and adoption to ensure the customer success to increase the renewal rate
- Directly responsible for Tableau maintenance renewal contract opportunities, revenue, and renewal rates while also proactively uncovering opportunities for growth within the account
- Maintain relationships with C-level executives from a variety of industries including some of the biggest retail chains, universities, health care systems, sports teams, financial institutions, and high-tech firms from around the globe
- Trusted with the responsibility to assist in additional projects such as mentoring new team members and working on a pilot program to build out training for the role
Business Development Representative
Tableau Software Inc
02.2018 - 03.2019
- Contacted approximately 80-100 warm leads a day via phone and email to customers and potential customers
- Reached out to prospects within 24 hours, qualify the lead to understand their needs, and connect them with their dedicated account team for next step in the sales cycle
- Exceed and hit quota every quarter and hit over 150% in Q3
- Proactively call customer for campaign events and Tableau Conference
- Completed Tableau’s internal certifications of Bronze, Silver and Whiteboard within the first 5 months of joining the company
Senior Market Development Representative
TrendKite
02.2017 - 02.2018
- Consistently ranked in the top 5% of department while frequently achieving over 100% quota attainment
- Promoted after two months to be a part of a new two person Inbound team where we created new industry process standards (chat, incoming calls, email and call scripts)
- Organized and professionally executed up to 50 calls and 75 emails with potential clients and C-Suite level executives to build relationships and increase sales
- Prospected quality contacts and accounts for the TrendKite platform while qualifying inbound leads
- Accomplished over 500 demos and over $450,000 in closed/won revenue within eight months of starting the inbound team
Administrative Assistant
Governor Greg Abbott
06.2016 - 02.2017
Intern
Governor Greg Abbott
06.2015 - 08.2015
Education
Bachelor’s - Business Management, Human Resources
Texas State University
San Marcos, TX05.2016
Skills
- Operational Management
- Customer Advocate
- Extremely Organized
- Time Management
- Collaborate with other team members
Timeline
Senior Customer Success Account Manager Enterprise
DocuSign
02.2024 - Current
Senior Renewal Manager, Enterprise
DocuSign
05.2022 - 02.2024
Senior Renewals Manager - Enterprise
Tableau Software (A Salesforce Company)
02.2022 - 05.2022
Customer Renewals Manager - Enterprise
Tableau Software (A Salesforce Company)
03.2021 - 02.2022
Customer Renewals Manager
Tableau Software Inc
03.2019 - 03.2021
Business Development Representative
Tableau Software Inc
02.2018 - 03.2019
Senior Market Development Representative
TrendKite
02.2017 - 02.2018
Administrative Assistant
Governor Greg Abbott
06.2016 - 02.2017
Intern
Governor Greg Abbott
06.2015 - 08.2015
Bachelor’s - Business Management, Human Resources
Texas State University
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