Laura Pfender
Customer Success Manager at CyberReef
- Role
- Customer Success Manager at Cyberreef
- Location
- Murfreesboro, TN, US
- LinkedIn followers
- 500 followers
About Laura Pfender
I’m a self-driven Customer Success Manager with a proven track record of success and a…
Experience
Customer Success Manager
Aug 2018 — Present · Murfreesboro, TN, US
As a Customer Success Manager, devises and executes customized customer success plans, setting milestones and actionable steps to bolster value and foster long-term loyalty as part of a start-up technology company offering a patented cloud-based firewall solution for cellular data. Instrumental in increasing new logo and existing regional ARR for three consecutive years, including >25% overall in FY2022 and >130% for a top account in FY23. Exceeded renewal rates by >30% in FY2023. Established and oversee a renewals program for K-12 accounts, resulting in in annual revenue. Employ strategic portfolio management of key accounts, achieving consistent quarterly revenue growth of >25% via the skillful execution of creative upselling and cross-selling strategies. Proactively address and resolve customer concerns, contributing to a significant increase in customer satisfaction. Manages all >30 days overdue invoices. Support a diverse client base in healthcare, oil and gas, and retail sectors across the US. Harness customer feedback to drive product enhancements, bridging the gap between customers and the development team to ensure transparent communication. Assist with ongoing training, mentoring, and development of new hires and channel partner reps. Convene regular business reviews with customers to assess performance metrics, pinpoint prospects for enhancement, and harmonize software functionalities with unique goals and aims. Provide comprehensive training and education to customers regarding new features, adeptly simplifying technical terminology for clear comprehension. Provide regular reports and updates to senior leadership on progress, challenges, and opportunities. Refine and optimize business development and channel strategies based on feedback and results. Collaborate weekly with internal teams to ensure alignment of messaging and product positioning.
Education
Bossier Parish Community College
Associate of Science Degree (A.S.), Business Administration
Peterborough College
Associate of Science Degree (A.S.), Early Childhood Education
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