Merrin John
Toronto
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Manager
VGW – Virtual Gaming World
09.2024 - Current
- Managed a portfolio of 200+ high-value VIP clients, ensuring exceptional customer care and experience.
- Developed and maintained strong relationships with top-tier players, confidently handling escalations and resolving conflicts.
- Acted as a liaison between clients and compliance teams, supporting adherence to compliance obligations and minimizing risks.
- Educated clients on new features and responsible social gameplay tools to enhance their overall experience.
- Monitored and analyzed client activity, identifying trends to proactively enhance engagement and revenue retention.
- Managed player bonuses and events within the reinvestment budget, aligning with performance targets and KPIs.
- Maintained open communication, providing timely updates and support regarding product features and promotions.
- Demonstrated proficiency in Salesforce CRM and various software platforms to track and analyze customer interactions, enhancing relationship management and driving data-driven decisions that improved customer satisfaction and retention.
Account Manager
Cymax Group Technologies
10.2021 - 06.2024
- Managed a $80M portfolio of enterprise and mid-size accounts, driving client retention up by 95% through proactive relationship management.
- Exceeded annual sales targets by ~20% using effective cross-selling and upselling strategies, including AI-powered tools.
- Collaborated with cross-functional teams to develop tailored solutions that addressed client pain points.
- Led negotiations for corporate agreements, contract renewals, and vendor compliance, ensuring optimal financial outcomes.
- Drove revenue growth through strategic sales initiatives and enhanced customer experience.
- Optimized digital marketing strategies to achieve revenue targets and improve profit margins.
- Increased technical sales opportunities via paid advertising channels, including Google Ads and social media.
- Analyzed pricing, sales, and marketing analytics to monitor key performance metrics and meet business goals.
Senior National Account Manager
CCT Global Sourcing Ltd (DBA Simpli-Home Ltd)
07.2016 - 10.2021
- Established strong relationships with key stakeholders, including Wayfair, Walmart, and Amazon, facilitating digital content and e-commerce solutions.
- Served as the primary contact for buyers and partners, coordinating complex problem resolution with stakeholders.
- Collaborated with business development, product, and data science teams to implement successful strategies for enterprise customers.
- Improved customer satisfaction from 75% to 96% in three months on Zendesk, significantly reducing churn.
- Led and mentored a high-performing team of 11 account managers.
- Developed competitive marketing strategies, utilizing ad campaigns and KPI metrics for performance tracking.
- Monitored operational performance, enhancing logistics through partnerships with FedEx and UPS.
Education
Associate’s Degree - Business Finance
Sheridan Institute for Technology and Advanced Learning
04.2016
Bachelor's Degree - Business
HL University
04.2014
Associate’s Degree - Business Administration with E-Commerce & Information Technology
H.L Institute for Professional Excellence
04.2013
Skills
- Effective Communication
- Relationship Building
- Stakeholder Collaboration
- Business Development
- Negotiation Skills
- Organizational Skills
- Conflict Resolution
- Salesforce Expert
- Microsoft Dynamics 365
- JIRA
- Power BI
- SAGE ERP
- True Commerce
- EDI-Transaction Manager
- Commerce Hub
- Pronto XI
- Cognos
- Zendesk
- SiSense
- Asana
- Salsify
- Shopify
- AirTable
- Process Street
- MS Office Suite (Advanced Excel with Macros)
- SQL & RDBMS
- API Integrations coding
- Google Analytics
- Project Management
- Performance Reporting
- Performance Tracking
- Contractual Deliverables
- Service Level Agreements
- Business Data Analytics
- Data Discovery
- Performance Analysis
- Workflow Optimization
- Process Improvement
- Knowledge Sharing
- Continuous Feedback
- Organizational Agility
- Strategic Planning
- Team Leadership
Certification
- CAPM-PMP, Credential ID 2282108
- Project Management Institute
Timeline
Account Manager
VGW – Virtual Gaming World
09.2024 - Current
Account Manager
Cymax Group Technologies
10.2021 - 06.2024
Senior National Account Manager
CCT Global Sourcing Ltd (DBA Simpli-Home Ltd)
07.2016 - 10.2021
Associate’s Degree - Business Administration with E-Commerce & Information Technology
H.L Institute for Professional Excellence
Associate’s Degree - Business Finance
Sheridan Institute for Technology and Advanced Learning
Bachelor's Degree - Business
HL University