Krista's Portfolio

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Krista's Customer Success Portfolio

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Krista LaFever, MBA

Tempe (Phoenix area), Arizona 85282

krista.lafever@gmail.com⁠

(480) 570-2185

Customer Success Management

Client-focused Customer Success Manager with substantial experience in maximizing customer adoption and success in Software as a Service (SaaS) and Business-to-Business (B2B) sectors.

Proven success in delivering customized solutions aligned with customers' needs and providing exceptional service to ensure the highest net customer retention and optimal satisfaction. Proficient in managing customer accounts and expanding the client base to secure renewals. Excels at driving revenue growth, acquiring new business and clients, and streamlining sales cycles. A forward-thinking leader and entrepreneur with a strategic vision for leading and mentoring teams while fostering a collaborative work environment for professional development. Possesses strong communication (both written and verbal), interpersonal, organizational, presentation, analytical, and problem-solving skills, committed to building robust relationships with key stakeholders, senior management, business partners, and clients.

Areas of Expertise

Areas of Expertise

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Strategic Planning & Execution Team Building & Leadership Customer Success Management Key Account Management New Business Development

Revenue & Business Growth Exceeding Sales & Retention Targets Contracts Negotiation & Oversight Customer Journey Mapping Customer Advocacy & Guidance

Selling & Upselling Customer Relationship Management Staff Training & Mentoring Client Satisfaction & Retention Problems & Issues Resolution

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Notable Accomplishments

· Achieved the top rank out of 22 CSMs for highest cross-sell, upsell, and expansion, leading to a record average net retention of 118% over 10 consecutive quarters from 2022 to 2024.

· Secured the #1 position among 22 CSMs for net retention, reaching 172% of the net retention goal in 2024.

· Recognized as the top embodiment of the “Community Is Core” value across the entire company in 2024.

Career Experience

ClickDimensions, Remote Jan 2022 – Present

Customer Success Manager

Deliver product knowledge, software demos, and analytical support, boosting product adoption and achieving record net retention. Build strong working relationships with key accounts, resulting in high customer loyalty and top CSAT scores. Mentor team members to enhance productivity and collaboration, and elevate a Partner to Gold Status within 9 months while managing a Platinum Status partner for successful renewals. Develop proficiency in Spanish and serve on the Toastmasters Board as VP of Public Relations.

· Achieved the #1 performance for Renewals, Cross-Sell, and New Business Expansions from Q1 2023 to Q2 2024.

· Maintained an average net retention of 118% with a net attainment of 172% from Q3 2022 to Q1 2024.

· Ranked #1 out of 22 CSMs for Q2 2024 with a net retention rate of 134.85% and a remarkable 310% attainment.

· Recognized with the "Community Is Core" Award for ClickDimensions in 2024, holding the title for over 123 days.

· 135% growth in Q2 2024 across 122 SaaS accounts with $2.1 million ARR in the USA and LATAM markets.

· Conducted highest number of virtual meetings (8 per week), leading to #1 ARR cross-sell wins.

ooLango E-Learning, Remote Aug 2020 - Dec 2021

Entrepreneur, Founder & Business Executive

Established and sustained relationships with customers and strategic partners via Customer Relationship Management (CRM) software. Oversaw a team of 20 international professionals across Sales, Social Marketing, and Teaching, achieving Annual Recurring Revenue (ARR) and profit targets.

· Launched a profitable language e-learning company, ooLango, in 2020 and 2021.

· Directed a team of 20 to develop services in Spanish, Chinese, and English.

· Grew business by 50% in just 18 months by using over 10 years of career experience.

· Created and executed a strategic growth plan that led to company profitability just 3 months after founding the business.

LaFever Consulting, Tempe, AZ Jan 2010 to Aug 2020 Business Consultant

Developed and implemented strategic plans to drive business growth, enhance operational efficiency, and achieve key performance metrics. Utilized data-driven insights and market analysis to identify opportunities for business development, optimize client strategies, and deliver measurable improvements in performance and profitability.

· Boosted client business revenue by 18% by identifying unique value propositions to differentiate from competitors.

· Enhanced productivity and reduced costs by 19%.

· Increased sales by 20% through creative strategies, including storytelling on social media.

· Drove a 15% growth in client performance via SWOT analysis.

· Secured a 50% increase in memberships over a 4-month period through targeted marketing campaigns.

SoftwareOne, Remote Apr 20218 - May 2019

Business Development Manager

Built relationships with C-Level decision-makers to drive SaaS growth and retention, targeting a $237K gross profit quota. Addressed high-profile customer service issues, creating opportunities for new sales, renewals, cross-sells, and upsells.

· Generated 3x the expected number of qualified leads by researching, designing, and executing local and national marketing campaigns.

· Spearheaded a project for prospect and lead development, completing 30 days ahead of schedule.

· Expanded into the Nevada market, growing the client base by 17% in 12 months.

· Increased new sales leads by 25% and surpassed revenue goals by 9%.

Sharp Business Systems, Tempe, AZ May 2017 - Apr 2018

Account Executive

Managed client relationships to drive retention and growth, employing proactive strategies to meet and exceed sales targets. Delivered compelling business pitches to secure new opportunities and generate revenue.

· Surpassed the qualified lead goal by 2.5x through marketing programs, leading to a 20% growth in the customer base.

· Met 100% of quota while managing new and existing accounts.

· Boosted client retention by 20% with proactive account management.

· Delivered business pitches that generated $340K in annual revenue for 2017.

Additional Experience

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Senior Customer Success Manager | HealthNet, Tempe, AZ⁠

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· Launched new product expansion, driving 20% growth in Arizona's government and universities.

· Increased enrollment at Bank of America and enterprise accounts with a 105% net retention rate.

Senior Customer Success Manager | Blue Cross/Blue Shield, Washington, DC

· Delivered exceptional service to enterprise clients like USA Today, and Ernst & Young, achieving over 100% net retention.

Education and Certifications

Master Of Business Administration (MBA)| Marymount University, Arlington, VA

Bachelors | Spanish | Virginia Tech, Blacksburg, VA

Leadership Certificate| Harvard Business School Online (Graduation Year (2023)

Business Certificate| University of California, Irvine (Graduation Year (2017)

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Technical Proficiencies⁠

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Microsoft Office (Office 365, Word, Excel, PowerPoint, Outlook) • Google Docs • Slack • AI • Microsoft Teams • Zoom • ChurnZero • HubSpot • Salesforce • Dynamics • ZenDesk • Social Media

Languages

English (Native) | Spanish (Fluent)

Hobbies

· My Dogs, Travel, Volunteering, and Toastmasters

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