Client Service Executive

Client Service Executive — Vanguard Client Solutions

Atlanta, GA | March 2023 – Present

• Directly managed a portfolio of 24 enterprise accounts representing $4.2M in annual recurring revenue (ARR), achieving a 97.4% net revenue retention (NRR) rate in FY2025.
• Redesigned the client onboarding playbook, shortening the standard integration timeline from 45 to 32 days and improving initial client satisfaction scores by 18%.
• Negotiated 14 high-value Service Level Agreements (SLAs) and contract renewals, securing $650,000 in account expansions and upsells over a 12-month period.
• Chaired weekly syncs with product engineering teams to prioritize and resolve 40+ client feature requests, reducing customer support escalation rates by 22%.

Client Service Specialist — Beacon Business Relations

Charlotte, NC | August 2020 – February 2023

• Coordinated account support for 18 mid-market B2B clients, maintaining a 94% retention rate and resolving service issues within an average of 4.2 hours.
• Leveraged Gainsight and Salesforce CRM data to build client health dashboards, reducing churn risks for high-value contracts by 15%.
• Trained and mentored 3 junior client support associates on CRM workflows and SLA adherence, increasing overall team productivity by 12%.
• Spearheaded a customer feedback survey project that collected input from 200+ clients, driving product changes that decreased onboarding ticket volume by 20%.

Account management, SLA negotiation, Client retention, Customer relationship management (CRM), Contract renewals, Onboarding acceleration, Cross-functional alignment, Gainsight, Salesforce, Zendesk, HubSpot, Microsoft Suite, Customer feedback analysis, Conflict resolution

Enterprise CRM Migration

Role: Implementation Lead

Tools: Salesforce, Gainsight, HubSpot, Jira

Led the migration of client communication history and contract data for 40+ enterprise accounts, completing the project 2 weeks ahead of schedule with 100% data integrity.

Onboarding Playbook Redesign

Role: Client Service Lead

Tools: Zendesk, Asana, Google Analytics

Standardized customer success touchpoints across 5 key milestones, reducing first-month support tickets by 30% and time-to-value by 13 days.

• Certified Customer Experience Professional (CCXP) (2024)
• Certified Customer Service Manager (CCSM) (2022)

• Languages: English (Native), French (Conversational)
• Volunteer Work: Mentored youth at Atlanta Business Alliance (2022-present)
• Availability: 2 weeks notice