Lauren Hugues-Fallon

About Lauren Hugues-Fallon

With over a decade of experience in the Software as a Service (SaaS) industry, I am passionate about the customer experience and leaving a lasting impression on the clients I work with. I have found great meaning in my career through building strong relationships, being a true advocate for customers, and helping them achieve their business objectives through the software services I have represented.

Experience

1. Senior Client Success Manager

   Upsellit Managed Conversion Optimization

   Apr 2016 — Present

   As a Senior CSM with UpSellit, I manage the relationships of USI\'s top-generating e-commerce clients, ensuring the growth and satisfaction of our customers in which we provide web-based conversion enhancement solutions.• Onboard new clients; establish the post-sales relationship and strategically influence product roadmaps to drive optimal ROI• Develop, nurture and retain relationships with top generating e-commerce partnership executives through unmatched, proactive customer service (96% retention rate in 2023)• Manage the lifecycle of the client relationship (managed a client portfolio of 30 accounts, generating a combined total of $3M ARR in 2023) • Encourage product adoption by proactively communicating the ever-changing solution features and offerings• Analyze data metrics to provide clients with actionable performance insights and to identify upsell/cross sell opportunities (increased ARR of current client portfolio by 17% in 2023)• Work cross-functionally with internal teams such as Design, Development, Engineering, Sales, and Marketing to coordinate and ensure timely completion and success of customized client campaigns and project initiatives• Address problem-solving head-on and provide swift resolution for technical issues that may arise• Train and coach new Client Success team members on the latest processes and communication best practices• Collaborate with Sales and Marketing Executives to create client-facing Marketing collateral; white papers and case studies

Education

• Moorpark College

  Business and Managerial Economics

Skills

• Saas
• Event Management
• Crm
• Workforce Management
• Solution Selling
• Call Center
• Telecommunications
• Sales
• Customer Relationship Management (Crm)
• Vendor Management
• Cross-Functional Team Leadership
• Management
• Contact Centers
• Marketing
• Product Management
• Trade Shows
• Salesforce.com
• Training
• Strategic Partnerships
• Budgets
• Account Management
• Enterprise Software
• Call Centers
• Customer Service
• Customer Experience
• Project Management
• Process Improvement
• Strategy