Krista LaFever, MBA
Phoenix Area, Arizona 85282 | - |-Click Here for Krista's Portfolio
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Performance-oriented Customer Success Manager with Company record of highest net customer retention. Superior achievements over 15-year career in the customer-facing B2B space. 5 years of experience in SaaS industries, and over 10 years as an accomplished Customer Success Manager. Expert in optimizing customer satisfaction through strong customer relationships and flawless customer experience. Strategic and analytical approach to solving problems and retaining customers.
ACCOMPLISHMENT 1: Achieved the #1 of 22 CSMs for highest cross-sell, upsell and expansion resulting in a record average 118% net retention for 10 consecutive quarters,-
ACCOMPLISHMENT 2: #1 of 22 CSMs for Net Retention resulting in 172% net goal attainment, 2024.
ACCOMPLISHMENT 3: Voted the top “Community Is Core” value for entire company, 2024.
WORK EXPERIENCE
CUSTOMER SUCCESS MANAGER | ClickDimensions, Fully Remote Work (01/2021) – Present
Q2 of 2024, drove record growth of 135% within 122 SaaS accounts with ARR of $2.1 million in the USA and LATAM markets.
Provided product knowledge, software demonstrations, analytical workflows in support of post-sales activities, to customers and partners, increasing product adoption and customer support, resulting in record breaking net retention.
Established strong customer relationships with key accounts, resulting in increased customer loyalty, leading to a profitable book of business, and obtaining amongst the highest CSAT scores.
Obtained highest number of virtual meetings (8 per week) with clients resulting #1 ARR cross-sell wins.
Mentored team members to promote productivity, accuracy, and commitment to teamwork and collaboration.
Used channel relationships and skills, taking a Partner from a Registered Partner to Gold Status in a period of less than 9 months due to high record sales while managing the only Platinum Status partner to drive successful renewals.
ENTREPRENEUR, FOUNDER & BUSINESS EXECUTIVE | ooLango, LLC, Fully Remote Work (08/2020) – (01/2021)
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Initiated strategy to drive company growth resulting company profitability 3 months after founding business.
Achieved 50% increase business expansion over period of one year, strategically doubling members.
Established and maintained strong customer relationships and strategic partners using Customer Relationship Management (CRM) software.
Managed team of 20 International Sales, Social Marketing, and Teaching professionals achieving ARR and profits.
BUSINESS CONSULTANT | LaFever Consulting, Tempe, Arizona (01/2010) – (08/2020)
Excelled at Project Management skills, resulting in client achieving a 50% growth of memberships over 4 months.
BUSINESS DEVELOPMENT MANAGER, SoftwareOne, Fully Remote Work (04/2018) – (05/2019)
Established customer relationships with C-Level decision-makers to promote SaaS growth and retention, working towards $237K gross profit quota.
Resolved customer service problems with high-profile customers which led to opportunities for new sales, renewals, cross-sell and upsell.
ACCOUNT EXECUTIVE | Sharp Business Systems, Tempe, Arizona (05/2017) – (04/2018)
Built and strengthened customer relationships managing new and existing accounts achieving 100% of quota.
Drove revenue growth of over 80 accounts with $340K in sales to SaaS customers.
Intentional pause in career to focus on full-time caregiving while executing multiple volunteer roles.
ADDITIONAL POSITIONS HELD:
SENIOR CUSTOMER SUCCESS MANAGER | HealthNet, Tempe, Arizona 2 years
Launched new product expansion resulting in 20% company-wide growth within the State of Arizona government including all major universities in AZ. Grew enrollment at Bank of America and other enterprise accounts with a net retention rate of 105%.
SENIOR CUSTOMER SUCCESS MANAGER | Blue Cross/Blue Shield, Washington, DC 9 years
Provided superb customer service for enterprise customers, such as USA Today, Ernst & Young, federal and county governments, major hospitals and law firms; thus, achieving more than 100% net retention.
EDUCATION AND CERTIFICATIONS
MASTER OF BUSINESS ADMINISTRATON (MBA)| Marymount University, Arlington, Virginia
BACHELORS | Spanish | Virginia Tech, Blacksburg, Virginia
LEADERSHIP CERTIFICATE| Harvard Business School Online Graduation Year (2023)
BUSINESS CERTIFICATE| University of California, Irvine Graduation Year (2017)
SKILLS
CUSTOMER SUCCESS MANAGER: Customer Relationships | Customer Service | Enterprise | Partner Relations | Account Management | CRM | SaaS | Contract Negotiations | Detail Oriented | Organizational Skills
EXCEED NET RETENTION: Marketing | Renewal Expansion | Cross-Sell | Upsell | Sales | Strategic
COMMUNICATION: Presentation Skills | Written Communication Skills | Verbal Communication | Cross Functional Collaboration | Teamwork | Energetic | Enthusiastic | Articulate | English (Native) | Spanish (Fluent)
TECHNOLOGY: Microsoft Office (Office 365, Word, Excel, PowerPoint, Outlook) | Google Docs | | Slack | AI | Microsoft Teams | Zoom | ChurnZero | HubSpot | Salesforce | Dynamics | ZenDesk | Social Media
Adopting new technology quickly and independently in a remote environment.
