Anna Thornberry

• As a Customer Success Manager, was responsible for the overall strategic client success and relationship management. Maintaining a book of business for Middle Market-to-Enterprise level customers across the US, Canada, UK and Australia totaling over $8M in revenue.
• Developed and implemented effective sales strategies, resulting in new revenue of —— via expansions and cross-selling.
• Facilitated smooth onboarding processes for new clients for a seamless transition from sales to post-sales activities; proactively managed and nurtured relationships ensuring client satisfaction and retention.
• Served as a trusted advisor to Managing Partners, Partners and Resource Managers to drive continued value of Makosi’s products and solutions, spanning across audit, advisory, and IT audit services.
• Through my relationship development, I was able to secure referrals within other parts of their organization and within their wider professional network resulting in client expansions and new client logos.
• Provided a consultative approach with clients for renewals and expansion opportunities through understanding client pain points, developing success plans outlining key challenges, success criteria, and provided recommendations.
• Utilized data analytics to track client engagement and utilization, and generated regular reports for clients highlighting key performance indicators and demonstrating the value delivered.
• Trained customers on new proprietary software rollout, Luna Intelligence, allowing them to seamlessly manage their consultants on project, monitor utilization, feedback and scheduling.
• Conducted Virtual and In-Person Strategic Business Reviews to ensure alignment with client priorities, eliminate risk factors, and uncover areas in which we can continue our support efforts.
• Project managed multiple, concurrent customer engagements varying in complexity and collaborating with global cross-functional teams across, product, marketing, finance, technology, and legal to execute and deliver on solutions that deepen and expand client relationship.

• Manage highly visible Accounting Firms in Top 200+ serving as primary point of contact for a portfolio with over $5 million annual revenue.
• Manages, supports and grows business relationships with existing accounts to develop solutions that increase firms productivity and align with their audit strategy
• Territory Revenue Growth 2018-2019: 33%, 2019-2020: 18%, 2020 to 2021: 14%
• Works cross-functionally with support, sales, product and marketing to champion the voice of our customer/users
• Efficiently resolves sales, service and account issues to maximize customer satisfaction.
• Responsible for conducting user training (on-site and virtually) on best practices and proper protocols; update training materials and sales collateral to decrease process gaps.
• Presidents Club Winner-Quota Attainment 2019

• Developed and managed strong relationships with Small-Mid Accounting Firms in North American and Caribbean Regions for a portfolio with $1 million annual revenue
• Developed and implemented sales strategies to drive growth onto the fintech platform
• Identified and set up meetings with senior leaders, users and other stakeholders across the territory
• Attended tradeshows and key conferences to network, build new contacts and drive growth
• Worked with Marketing team to plan and drive strategic initiatives, programs, messaging for high volume user campaigns within the region
• Provide market feedback to the product team that enhances the current offering.

• Instrumental member of the Retention Leadership Team which oversaw the efforts of fourteen Retention Representatives
• Assisted Retention, Regional Sales Consultants and Major Account Consultants on complicated customer situations and order entry
• Responsible for building out new client onboarding process, Welcome Call Program, and lead initiatives focused on driving systemic efficiency throughout
• Collaborated with Product Management and Marketing to develop strategy, execute renewal programs and maximize sales plan results globally
• Worked closely with Sales Management and Sales Operations to increase efficiencies within the retention systems
• Worked as the liaison between Wolters Kluwer and ServiceSource during their time as an outsourced partner (November 2016-October 2017)

Achievements

• Employee of the Quarter: Q2 2018

• Successfully reinstated and restructured the Welcome Call Program designed to ensure successful first year adoption to all new customers

• Fostered leads who inquired about Emma via the website and marketing events
• Prospected potential leads through independent research to fill sales pipeline
• Represented Emma at marketing conferences and built relationships with attendees to generate leads
• Collaborated with marketing to help improve lead quality

• Met or exceeded sales objectives on consistent basis to drive company growth and was a top performer in quota attainment
• Built and maintained long-term customer partnerships while developing a deep understanding of customers’ organization, structure, business strategy and priorities
• Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques.
• Developed and executed product presentations for clients looking to evaluate our revenue growing products and services

Achievements

• Employee of the month for December 2012, March 2013 and May 2016.
• Achieved the Employee of the month in March 2013 by closing an additional $30,000.00 in win backs and leading the team to breaking an 80% renewal rate
• Traveled to Liverpool to onboard the WoltersKluwer UK expansion in October 2015.
• Top Performer on team including call attainment, performance and handled a double territory

• Prepared legal correspondence and memoranda for attorney partners
• Maintained and organized confidential files
• Filed court documents and legal pleadings with court clerk on behalf of attorneys.
• Tracked progression of cases, and conducted legal and investigative research
• Managed Attorney calendars, scheduled trials and hearings with the Court
• Organized key evidence exhibits to prepare for trials.