Client Relationship Manager

Client Relationship Manager — Vesper Enterprise Software

Denver, CO | March 2023 – Present

• Managed a B2B client portfolio of 22 enterprise accounts worth $4.6M in annual recurring revenue, maintaining a 97.2% net revenue retention rate across all accounts.
• Negotiated 16 client contract renewals and secured 4 account expansions, generating $620,000 in incremental new business and increasing average contract size by 14.8%.
• Collaborated with product teams to resolve 74 software implementation blocker tickets, reducing client onboarding-related churn by 3.8% over a 12-month period.
• Redesigned the post-sales customer journey using Gainsight, decreasing client implementation time-to-value from 42 days to 28 days, a 33% efficiency increase.

Client Relationship Specialist — Lumina Logistics Group

Denver, CO | June 2020 – February 2023

• Coordinated with 3 Client Directors to support 38 mid-market corporate accounts, resolving 95% of client inquiries within a standard 24-hour service level agreement.
• Conducted 28 customer business reviews and identified 6 cross-sell opportunities, contributing $190,000 in additional license bookings over a 12-month period.
• Administered customer feedback surveys and Net Promoter Score tracking, boosting survey response rates by 24% and elevating client NPS score from 38 to 56.
• Standardized client onboarding guides and created 18 training videos using HubSpot CRM, reducing inbound service inquiries by 16.5% during the first 6 months.

Client Retention, Account Growth, Renewal Negotiation, Cross-Functional Alignment, Onboarding, Customer Journey Mapping, Customer Health Scoring, Salesforce, Gainsight, HubSpot, Zendesk, Tableau, Microsoft Excel, Business Reviews, Relationship Management

CRM Migration and Account Mapping

Role: Lead Client Specialist

Tools: Salesforce, Gainsight, HubSpot, Excel

Managed the data mapping and migration of 38 client profiles to Gainsight, completing the project 12 days early with zero loss and increasing team capacity by 21%.

Strategic Account Recovery Project

Role: Client Relationship Manager

Tools: Tableau, Gainsight, HubSpot, Slack

Identified and resolved churn risks for 5 high-value corporate accounts, securing 100% of renewal contracts and retaining $310,000 in annual recurring revenue.

• Certified Customer Success Manager (CCSM) (2023)
• Salesforce Certified Administrator (2021)

• Languages: English (Native), Spanish (Professional Working Proficiency)
• Community Involvement: Volunteer mentor at Denver Youth Center, training youth in professional communication (2022-present)
• Availability: 2 weeks notice