Lee Clark

Lee Clark North Battleford, SK S9A 3J6 |-|-| linkedin.com/in/lee-clark-330b5587 CUSTOMER SUCCESS MANAGER CLIENT RELATIONSHIP MANAGEMENT | ACCOUNT MANAGEMENT | PROJECT/PRODUCT MANAGEMENT Dynamic Professional with over 15 years of experience in client-facing leadership positions within high-growth SaaS startup environments, strategically balancing company and client goals to maximize customer loyalty. Tactfully resolve issues, makes recommendations, and is always ready to dive into the trenches and tackle even the most challenging customer requests/complaints. • Strategic Leader with a wealth of account management and supervisory experience passionate about connecting people and enhancing lives with disruptive solutions. Deliver customized client-centered services while driving company success by using customer service as a prime differentiator. • Energized growth by leading cross-functional teams to record high revenue and profit totals by ensuring the team embraces a client-first mindset and developing a culture of excellence, consistently mentoring and coaching team members to advance organizational growth. • Track record of producing superior business results by establishing world-class organizations, developing innovative products, forming fruitful partnerships, and providing exceptional customer service. CORE COMPETENCIES Client Relationship Management ⬧ Account Management ⬧ Business Development ⬧ Client Onboarding Revenue Generation ⬧ Project Management ⬧ Data Analysis ⬧ Staff Training & Development ⬧ Team Engagement Strategic Partnerships/Alliance ⬧ Cross-functional Leadership ⬧ Product Implementation Technical Snapshot: MS Office EXPERIENCE HIGHLIGHTS PARKBENCH (Toronto, ON) | Account Manager October 2021 - Present Pioneer, manage, and continuously enhance the delivery of a seamless and joyful customer experience journey across all Parkbench touchpoints in a cost-effective and profit-generating manner. Coordinate with clients to resolve performance issues while identifying and resolving technicalities. Establish and maintain client relationships, including client communication, report delivery, project management, and strategy development. Provide monthly and quarterly sales performance updates, revisions, and modifications to the plan when necessary. Manage a portfolio of 360+ accounts to maximize ROI. • Successfully managed a cross-functional newly created department (customer success, sales, support, web operations) to help set a company record in monthly recurring revenue (MRR). • Drove customer success outcomes to ensure that every client realizes the value and achieves desired outcomes, as evidenced through increased service usage and client retention and satisfaction. • Evaluate key customer experience performance metrics, including productivity, responsiveness, first-time resolution, and quality of service ratings, and drive change where needed. • Drove improvements in customer satisfaction scores by championing service quality and ensuring crossfunctional partners understand customer needs. • Consistently led Number 1 on the team every month in key metrics such as talk time, calls, and expansion revenue (November). LEE CLARK -- PARKBENCH (Toronto, ON) | Client Success Coach May 2021 - October 2021 Led and created an innovation to drive cost-effective solutions and 21st-century learning strategies with clients. Conducted in-depth discovery sessions, optimization meetings, and campaign recap with clients. Collaboration with customer success team and management on making coaching sessions more impactful. Developed and maintained the educational quality of the training program and ensured compliance • Grew engagement by 83% on the platform since taking over the role. • Achieved 67%, Company-Wide survey results from coaching and 98% personal score • Promoted to Local Leader Business Advisor within 6 months of engagement. • Attained high customer satisfaction and NPS scores through improved coaching and focusing on core competencies that drive value to our customers. • Designed a distinct understandable training approach with robust metrics that increased training engagement by over 20%. WORKHORSE HUB (Saskatoon, SK) | Sales Manager January 2018 – December 2018 Drove business growth, profitability, and increased market share from existing and potential customers by implementing best and solid sales management practices. Stirred sales, relationship building, contract, and agreement negotiations across the assigned territory. Determined annual unit and gross-profit plans by implementing marketing strategies and analyzing trends and results. Provided sales reporting to company founders to drive sales strategies. • Implemented sales objectives by forecasting and developing annual sales quotas for regions and territories, projecting expected sales volume and profit for existing and new products. • Drive performance of direct reports for identifying next steps of sales activities, resulting in higher customer satisfaction. • Met and exceeded quarterly/monthly sales revenue targets by developing a territory-specific growth plan and performing to plan. VENDASTA TECHNOLOGIES (Saskatoon, SK) | Business Development Representative August 2016 – January 2018 Sales Development Representative August 2016 – January 2016 Handpicked to drive sales through strategic business development and existing account optimization. Developed and closed new business opportunities through established networks, relationships, independent research, and the lead management pipeline to expand the range of offers to our subscribers. Built and maintained relationships and developed plans to increase sales and profitability for targeted accounts. • Qualified sales lead to pass over to the BD team. Promoted within 3 months SDR to BDR role. • Successfully reached all goals of 60-calls a day, 45 meetings a month, and sustained an accurate prospecting account in the internal CRM. • Outsold several team members, including the top rep in the company for 2017, with over 67% of earnings made from commissions. EDUCATION & CERTIFICATIONS University of Saskatchewan: Bachelor of Commerce, | Business Economics