Abby W.
Senior Account Manager @Ntiva, Inc.
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WORK HISTORY
Senior Account Manager @Ntiva, Inc.
RESULTS: Responsible for a book of business worth $3M annually. Achieved an $11k+ MRR uptick and closed $156k of professional services revenue (highest producer of services revenue on my team) after 6 months in the role. Quickly established myself as an account rehabilitation specialist, successfully turning around four at-risk accounts within the same timeframe. Created durable relationships with clients and co-workers alike, enabling further successes as listed below.CUSTOMER SUCCESS: Responsible for management and oversight of 16 enterprise clients totalling $3M in annual revenue. Serve as a trusted advisor and escalation point for key stakeholders to drive value, client satisfaction, and retention. Successfully re-inked first client assigned within 45 days of hire date, resulting in a $3k MRR uptick.ACCOUNT REHABILITATION: Within 90 days of arrival, successfully absorbed four at-risk clients who requested new account management. Quickly received positive feedback from primary stakeholder on first at-risk account, a defense contractor, who repeatedly noted that the project was back on track and that Ntiva was “righting the ship” by adding me to the team. Re-inked same client, resulting in a $1,200 MRR uptick.SALES STRATEGY: Achieved an $11k+ MRR uptick and $156k (highest producer of services revenue on my team) in professional services revenue in Q125, after 6 months in the role.CROSS-FUNCTIONAL LEADERSHIP: Partner across the organization with vCIOs, vCISOs, IT Advisors, Project Management, and Service Desk leadership to ensure an exceptional client experience. INTERNAL COLLABORATION: Partner with assigned Solution Architect to effectively scope client projects, ensuring project goals and objectives are clearly understood and achieved.
EDUCATION
University of Maryland Global Campus
B.S., Business Administration
University of Maryland Global Campus
Undergraduate Certificate, Project Management
SKILLS
ABOUT ABBY W.
I\'m a driven and results-oriented professional with 10+ years of experience that includes delivering exceptional client and customer success, team leadership and onboarding, performance tracking and KPIs, retention, renewals, and portfolio growth by understanding the voice of the customer and exceeding expectations. Technical and software skills include: Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft OutlookGoogle G Suite, including Google Docs, Google Sheets, and Google FormsVideo conferencing programs including Microsoft Teams, Zoom, and Google MeetMicrosoft MS Project, Workfront, and Miro digital project management platformsSalesforce.com Customer Relationship Management (CRM) software Slack team collaboration softwareAlteryx Data Analytics PlatformConnectWise Manage / PSAConnectWise Sell / CPQ
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