PROFESSIONAL SUMMARY
Results-driven and customer-focused Strategic Account Manager with nine years of experience in building strong, long-lasting relationships with clients while ensuring their success through tailored solutions and proactive service. Proven ability to manage a diverse portfolio of clients, deliver impactful outcomes, and foster partnerships that align with business objectives. Committed to delivering measurable value, increasing customer loyalty and contributing to organizational growth.
WORK EXPERIENCE
Client Advocacy Experience
Managed Service Provider | Strategic Account Manager | April 2025-present
- Own a portfolio of 23 accounts generating $3.1M in annual revenue
- Lead quarterly business reviews (QBRs) with client executives, identifying expansion opportunities and driving adoption
- Partner cross-functionally with Support Center, Engineering, Accounting, and Projects teams to deliver customized solutions and resolve escalations
- Maintain accurate forecasts and account insights using Salesforce and Slack
- Negotiate renewals and upselling opportunities
- Achieve 100% client satisfaction and retention by implementing a proactive, personalized engagement strategy
- $750k in hardware and project labor to date, exceeding KPI goals
- Assist in the on-boarding process by creating a road map of immediate and future business needs
Managed Service Provider | Customer Success Manager | March 2023-April 2025
- Served as the day-to-day contact for approximately 50 accounts, building trust and rapport, while identifying areas of opportunity and highlighting cyber security best practices
- Review the customer journey and determine how it’s supported by using a consultative approach to help clients overcome issues and achieve their goals
- Assisted in the on-boarding process by creating a road map of immediate and future business needs
- Facilitated interaction and workflow among team members, including third-party service providers, to ensure timely deliverables
- Collaborated, problem-solved, and strategized with team members on upcoming client meetings
- Prepared documentation and visuals of campaign performance for client
- Created quotes encompassing hardware, software, labor, and projects to meet client’s business needs
- Procured hardware via designated distributors
- Reviewed and adjusted monthly business agreements as needed
Academic Administration Experience
Private University | Academic Counselor and First Year Advisor | August 2021-March 2023
- Served as primary academic counselor for 110 student-athletes, providing intensive academic support to 50 student-athletes
- Provided individual holistic support to assigned student-athletes in the form of time management, study habits, major and career exploration, injury support, and wellness referrals
- Monitored students’ academic progress and determined areas for academic skill development
- Advised and counsel first year athletes, assisting with their selection and registration of courses
- Supported high school students and their families through the recruitment process, partnering with coaches and admission office to promote advantages of attending American University
- Partnered with campus advising units to complete NCAA certifications
- Maintained accurate record of advisement for students’ files
National University | Athletic Academic Coordinator | September 2019-August 2021
- Coordinated academic support for roughly 165 student-athletes overseeing all aspects of student academic experience
- Created customized academic support plans to allow student-athletes to improve academic skills in reading comprehension, time management, test preparation and creating outlines for assignments
- Assisted in overseeing the Office of Academic Support (OAS) budget
- Managed two OAS interns who supported the academic development of an assigned caseload
- Developed and implemented academic success plans for at-risk students
- Conducted official visits with recruits providing thorough overview of academic services
- Communicated and disseminated pertinent information with faculty, staff, and coaches
- Gathered data, organized information, and prepared weekly coaches’ reports
- Transitioned all services to an online modality in March 2020 in response to COVID-19 pandemic
National University | Tutor Coordinator | September 2019-August 2020
- Assisted in overseeing and implementing an $80,000 tutor budget
- Aided in scheduling over 500 tutor and mentor appointments per semester
- Coordinated communication between tutor appointment stakeholders
- Reviewed weekly timesheets and feedback forms for 80 tutors and mentors on staff
- Conducted interviews and job orientations for 50 new tutors
- Created and edited policies and procedures for the OAS Tutor Manual
EDUCATION
M. Ed. in Sport Administration
B.S. in Exercise Science
Minor in Nutrition
