Relationship Manager

Relationship Manager — Apex Corporate Partners

Atlanta, GA | January 2023 – Present

• Managed a portfolio of 25 B2B corporate accounts valued at $5.2M in annual revenue, utilizing Salesforce to track client touchpoints and maintaining a 96.5% client retention rate over three consecutive years.
• Negotiated 18 account renewals and secured 5 contract expansions using strategic value-based selling methodologies, generating $750,000 in incremental revenue and expanding account size by 12.5%.
• Streamlined the corporate onboarding workflow using Gainsight, reducing client time-to-value by 30% and lowering first-quarter customer service escalations by 18%.
• Led cross-functional initiatives with product teams using Jira and Tableau to resolve 45 key customer product blockers, lowering overall account churn risk and increasing satisfaction scores by 14.2%.

Relationship Specialist — Beacon Financial Services

Charlotte, NC | June 2020 – December 2022

• Coordinated daily service coordination and account management efforts for 40 mid-market corporate accounts, resolving 98.4% of support inquiries within a 24-hour service level agreement using Zendesk.
• Conducted 35 detailed quarterly business reviews and mapped account health using Tableau, identifying upsell opportunities that contributed $220,000 in additional service bookings over 12 months.
• Partnered with marketing to launch client feedback campaigns, improving overall client Net Promoter Score from 32 to 48 and boosting survey response rates by 22%.
• Automated standard client reporting templates and metrics tracking using Microsoft Excel advanced macros, saving the relationship management team 15 hours of manual data extraction work per week.

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

Portfolio Re-segmentation & CRM Integration

Role: Lead Relationship Manager

Tools: Salesforce CRM, Gainsight, Microsoft Excel, Slack

Directed the data audit and migration of 45 enterprise corporate accounts to Salesforce CRM, completing the project 2 weeks ahead of schedule and improving account touchpoint accuracy by 25%.

Strategic Account Recovery Initiative

Role: Relationship Specialist

Tools: Tableau, Zendesk, Salesforce CRM

Analyzed customer health metrics for 8 high-risk accounts, implementing custom service recovery plans that secured 100% renewals and saved $420,000 in annual client revenue.

• Certified Customer Success Manager (CCSM) (2023)
• Salesforce Certified Administrator (2021)
• Certified Key Account Manager (CKAM) (2022)

• Languages: English (Native), French (Conversational)
• Community Involvement: Volunteer advisor at Atlanta Business Association, assisting local small businesses with client retention plans (2021-present)
• Availability: 2 weeks notice