Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shannon Jones

Acworth

Summary

Results-driven Account Manager with 10+ years of experience in customer success, sales, and relationship management. Proven track record of exceeding targets, driving client retention, and delivering exceptional customer experiences. Skilled in strategic planning, negotiation, and leveraging CRM tools like Salesforce to optimize processes and achieve business goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Account Manager, Inside Sales

Fusion Connect
03.2021 - 01.2025
  • Built strong client relationships, fostering loyalty and exceeding retention goals.
  • Conducted account reviews and developed strategies to align with customer objectives.
  • Achieved sales and renewal targets through proactive communication and negotiation.
  • Recommended tailored solutions based on market trends and client needs.
  • Scheduled solution-oriented calls with clients and engineers to address business challenges.
  • Utilized Salesforce and Excel daily to track account performance and improve processes.

Member Development Manager

JenCare Senior Medical Center
03.2014 - 03.2021
  • Managed 50+ daily inbound/outbound calls and live chats, delivering exceptional customer service.
  • Expanded client base by partnering with local organizations and hosting community events.
  • Conducted presentations and tours to onboard new clients and maintain engagement.
  • Trained and coached team members to drive performance and meet company goals.
  • Collaborated with major insurance providers like Humana, WellCare, and Cigna to enhance services.

Education

Associate Of Arts - Mental Health/Social Work

Oakland Community College
Southfield, MI
04.2002

Skills

    Customer Success & Retention

    Account Management & Upselling

    Salesforce (10 years)

    Strategic Planning & Forecasting

    Team Leadership & Coaching

    Event Coordination & Presentations

    CRM & Software Expertise (Zendesk, Excel, Google Suite)

Certification

• Salesforce Administrator Certification

• Certified Customer Success Manager (CCSM)

• Strategic Account Management Certification (SAMC)

• Google Data Analytics Professional Certificate

• Certified Associate in Project Management (CAPM)

• Inbound Marketing Certification (HubSpot Academy)

• Public Speaking Certification (Toastmasters International)

Timeline

Account Manager, Inside Sales

Fusion Connect
03.2021 - 01.2025

Member Development Manager

JenCare Senior Medical Center
03.2014 - 03.2021

Associate Of Arts - Mental Health/Social Work

Oakland Community College

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