Summary
Overview
Work History
Education
Skills
Websites
References
Personal Information
Technicalskills
Languages
Certification
References
Timeline
Generic

Palak Nagpal

Vancouver,Canada

Summary

Dynamic Account Manager with a proven track record at SAGE CANADA, excelling in client relations and surpassing sales targets by 15%. Expert in CRM software and adept at relationship-building, I leverage analytics and emotional intelligence to enhance client success and software adoption. Achieved a 25% increase in software utilization through effective training and support.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Account Manager- Partner Success & Development

SAGE CANADA
Vancouver, Canada
01.2023 - 01.2024
  • Managed relationships with 50 + high-priority clients known as Partners and helped them manage a portfolio of client accounts with an annual revenue target of $400K, successfully maintaining and growing key client relationships
  • Leveraged analytical and sales skills to provide accurate solutions to partners helping them select the best SAGE software that fits their business needs
  • Responsible for sales and revenue management, including contract renewals and upselling/cross-selling, consistently exceeding sales targets by 15%
  • Conducted 30 daily touchpoints with managed accounts to address customer needs, resulting in improved product adoption, and client retention
  • Collaborated with internal teams such as sales, marketing, and product development to ensure that partners' needs were being met
  • Conducted product demonstrations and training sessions on Microsoft Teams, resulting in 25% increase in software utilisation
  • Maintained accurate records of customer interactions and sales activities in a Salesforce
  • Actively participated in training, personal development programs & internal Reward & Recognition schemes

Partner Account Manager

MYOB
Melbourne, Australia
01.2021 - 01.2022
  • Implemented Salesforce CRM to streamline partner relationship management maintaining accurate and up-to-date client data
  • Managed 20+ daily client projects and tasks using JIRA, ensuring timely completion and effective issue tracking
  • Manage software development projects and tickets using Salesforce
  • Offered post-implementation support to business partners, ensuring effective product adoption
  • Collaborate with the internal process improvement team to identify process improvements and upgrade opportunities for clients
  • Identified Upsell/Cross-sell in a SaaS Based model, revenue opportunities and efficiently onboarding/training clients as a part of continued client support
  • Conducted 25+ weekly health check-ins of partners businesses to assess usage, upgrades, activations etc
  • To analyze growth opportunities and achieve 100 % or more of my KPI's

Event Coordinator

Mash Marketing
Melbourne, Australia
01.2016 - 01.2022
  • Planned and executed 50+ experiential marketing events using Trello, driving brand engagement and consumer behaviour insights
  • Collaborated with brand marketing teams to offer feedback on customer experiences in brand events to study consumer behaviour
  • Designed and executed email marketing campaigns using MailChimp and Canva, achieving a 15% increase in online engagement
  • Achieved actionable results through brand activations like sending traffic back to the website, filling in a survey or completing a purchase
  • Trained event staff members during events on specific brand messaging to ensure it aligns with the marketing goals of the company
  • Part-time

Client Relations Specialist- SME

MYOB
Melbourne, Australia
01.2019 - 01.2021
  • Managed relationships with 50+ SME clients, to understand their business needs and objectives, and how the software can help them achieve these goals
  • Provided technical and administrative support to clients with onboarding via phone, email and zoom tutorials
  • Utilize Zendesk to handle and prioritize client requests, consistently meeting SLA's and reducing resolution time by 20%
  • Collaborated with the internal CX team to identify technical issues that arise within the product usage and functionality
  • Actively manage and monitor customer health, identifying and addressing escalations and reducing churn risks and maintaining a high retention rate
  • Contribute and moderate responses to customer queries and issues on the social community forum
  • Consistently surpassed monthly revenue targets and CSAT KPIs by achieving 120 % or more, demonstrating commitment to driving results beyond expectations

Education

Diploma in Social Media Marketing -

IHBC
Melbourne, Victoria
10.2021

Master of Communications -

Deakin University
Melbourne, Australia
01.2018

Bachelors - English Literature Honours

Delhi University
Delhi, India

Skills

  • Digital Marketing
  • Automation
  • Canva
  • MailChimp
  • WordPress
  • Wix
  • Shopify
  • VSCO
  • SEMRush
  • CRM Software
  • Siebel
  • Sales Force
  • Myob
  • Xero
  • Sage
  • Zendesk
  • ServiceNow
  • Agile
  • Collaboration Tools
  • Trello
  • Asana
  • Mondaycom
  • Microsoft Excel
  • Power Point
  • Word
  • Teams
  • Product Strategy
  • Client Relations
  • Implementation
  • Analytics
  • Onboarding
  • Integration
  • Salesforce
  • SaaS
  • User Experience
  • Sage ERP
  • Client acquisition
  • Business negotiation
  • Client meetings
  • CRM proficiency
  • Upsell opportunities
  • New account creation
  • Relationship-building
  • Communication
  • Emotional Intelligence
  • Presentation Skills
  • Account development
  • Lead prospecting
  • Customer training
  • Relationship building and management

References

References can be furnished upon request.

Personal Information

Visa Status: Permanent Resident of Canada

Technicalskills

Canva, MailChimp, WordPress, Wix, Shopify, VSCO, SEMRush, Siebel, Sales Force, Myob, Xero, Sage, Zendesk, ServiceNow, Trello, Asana, Monday.com, Microsoft Excel, Power Point, Word, Teams

Languages

English
Native/ Bilingual
Hindi
Native/ Bilingual

Certification

  • Developing Business Acumen
  • Building Rapport with Customers

References

References available upon request.

Timeline

Account Manager- Partner Success & Development

SAGE CANADA
01.2023 - 01.2024

Partner Account Manager

MYOB
01.2021 - 01.2022

Client Relations Specialist- SME

MYOB
01.2019 - 01.2021

Event Coordinator

Mash Marketing
01.2016 - 01.2022

Diploma in Social Media Marketing -

IHBC

Master of Communications -

Deakin University

Bachelors - English Literature Honours

Delhi University

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Palak Nagpal