Lisa M. Muldowney
Denver
Summary
Passionate about account management, and working to educate and equip those I work alongside with the best tools and techniques for long-term success. I love everything about Customer Success and Account Management; understanding a client's pain points to make adjustments in their process and ultimately make their day-to-day easier is what brings me joy.
As a long-time startup professional, the value of Customer Success and Account Management cannot be understated to the success of a business. I consider myself an extension of our client's team and love to tackle new challenges that allow me to think outside the box to solve problems. Predicting, preventing, and reducing churn are my favorite challenges, and I love to think of new ways we can keep clients engaged, and successful.
Overview
11
11
years of professional experience
Work History
Director of Account Management
Apex Trading
03.2020 - Current
- Strategic Leadership: Overseeing the development and execution of account management strategies that align with organizational goals.Client Relationship Building: Cultivating and maintaining strong, trust-based relationships with key clients, understanding their business needs, and advocating for solutions that drive mutual success.
- Cross-Functional Collaboration: Working closely with sales, product, and marketing teams to deliver tailored solutions, resolve issues, and identify new opportunities for account expansion.
- Performance Optimization: Analyzing account performance metrics and implementing strategies to improve service, enhance client satisfaction, and maximize account growth.
- Revenue Growth: Identifying upsell opportunities, and implementing ways to predict, prevent, and lower churn while ensuring existing clients' continued success and satisfaction.
- Standard Operating Procedures (SOPs): Creating, implementing, and continuously improving SOPs to streamline account management processes, ensure consistency, and enhance operational efficiency across the team.
- Training & Knowledge Sharing: Creating "How To" guides and recording instructional videos for the Apex Academy, empowering both clients and internal teams with valuable resources to maximize product use and enhance team productivity.
- Real-Time Client Support: Manage the live chat and ticketing system to provide immediate, personalized assistance, quickly resolving issues and maintaining a high level of client satisfaction.
Onboarding Specialist / Account Manager
iVelocity Marketing
09.2018 - 02.2020
- Managed marketing for over 20 accounts, including successful and consistent client communication, quality control, and upsell opportunities.
- Created and managed implementation of Facebook, AdWords, SEO, and email marketing strategies.
- Created and edited health-related content for email marketing campaigns sent to client’s patients.
- Designed graphic images for email campaigns, resulting in increased brand attention and escalation in appointments scheduled.
- Identified improvement opportunities in iVelocity’s everyday operations, to smooth hiccups typical for startups. Diagnosed and solved identified problem spots.
- Point of contact for all client website and CRM changes, updates, and directly fixed minor website issues.
- Managed onboarding process for all new clients, including project management of website development, CRM builds, Facebook, AdWords, and SEO setups, while facilitating an easy transition from the sales team to their account manager.
Business Advisor
DexYP
07.2017 - 09.2018
- Managed over $26,000 in low dollar account revenue, fixed client issues in print and digital media.
- Promoted up to manage, upsell, and close high dollar accounts as the company prepared for Denver division shutdown.
- Responsible for proactive prospecting both through provided lists and through own means to generate new client sales.
- Upsold customers efficiently and ethically, moving print clients into the digital age for the first time.
- Maintained spot in the top two reps within the Denver Inside Sales Division.
Business Development Representative
Inside Sales Team, Quri
01.2016 - 06.2017
- Initial point of contact between Quri and potential clients, specializing in qualifying leads, whether they were inbound or outbound.
- Weekly communication with all Quri Account Executives and marketing team members to create a successful inside sales dynamic.
- Responsible for proactive outbound research, prospecting, and lead management, directly impacting success by providing qualified prospects from lead status into the sales pipeline.
- Created and executed ABM email cadences, utilized social selling, and consistently hit or exceeded quota, contributing to the award of Top Team in the office for 6 consecutive months.
Marketing Assistant
Inside Sales Team
10.2015 - 06.2017
- Created email cadences for Inside Sales Team as well as Inside Sales Team’s clients.
- Assisted in creation of client newsletter utilizing Marketo software.
- Managed and monitored Inside Sales Team’s social media presence on LinkedIn, Twitter, Facebook, and Instagram using Buffer and Hootsuite to send out Account Based Marketing related content.
- Assisted in sales training for new SDRs and projects, specializing in Outreach and it’s Salesforce integration.
Business Development Representative
Inside Sales Team, SilverCloud Inc.
08.2015 - 01.2016
- Initial point of contact between SilverCloud and potential clients, specializing in qualifying leads, whether they were inbound or outbound.
- Responsible for proactive outbound prospecting and lead management, directly impacting success by providing qualified prospects from lead status into the sales pipeline.
- Reached 129% of quota in 3 months.
- Created and wrote all content for B2B email campaigns generating over 60% open rates.
Social Media Intern
County of Chautauqua Industrial Development Agency
01.2015 - 05.2015
- Developed a professional social media presence to actively reach out to companies both in and out of New York State that may have an interest in growth opportunities in Chautauqua County.
- Generated an internal database to streamline property information searches.
Marketing Research Assistant
Dr. Shazad Mohammed
10.2014 - 05.2015
- Utilized market research knowledge to reconstruct surveys for the Chautauqua County Travel Bureau.
- Administered the reconstructed surveys to receive initial feedback from target audience, utilized SPSS to analyze this data and re-created the surveys once more.
- Led a group of students to re-administer the final surveys, assisting them in their development of a Creative Brief to be presented to the Chautauqua County Chamber of Commerce.
Social Media Intern
Dreamit Ventures
06.2014 - 08.2014
- Worked with an internet startup, BROWSY to develop marketing plans and strategies to drive investor and consumer interest.
- Managed content calendar by creating and scheduling daily and weekly posts to stir interest and generate website traffic, generating an increase in website hits and maintaining high follower counts on Twitter, Instagram, and Pinterest.
Education
Bachelor of Science - Business Administration, Communications
State University of New York At Fredonia
05.2015
Skills
- Customer Retention
- Customer Support
- Customer Engagement
- Technical Support
- Customer Relationship Management (CRM)
- Customer Satisfaction
- New Employee Training
- Salesforce, Hubspot, and Outreach proficiency
- WordPress Experience
- Microsoft Excel, Word, PowerPoint, G-Suite, and Outlook
Timeline
Director of Account Management
Apex Trading
03.2020 - Current
Onboarding Specialist / Account Manager
iVelocity Marketing
09.2018 - 02.2020
Business Advisor
DexYP
07.2017 - 09.2018
Business Development Representative
Inside Sales Team, Quri
01.2016 - 06.2017
Marketing Assistant
Inside Sales Team
10.2015 - 06.2017
Business Development Representative
Inside Sales Team, SilverCloud Inc.
08.2015 - 01.2016
Social Media Intern
County of Chautauqua Industrial Development Agency
01.2015 - 05.2015
Marketing Research Assistant
Dr. Shazad Mohammed
10.2014 - 05.2015
Social Media Intern
Dreamit Ventures
06.2014 - 08.2014
Bachelor of Science - Business Administration, Communications
State University of New York At Fredonia