Aaron Wilson
Dublin
Summary
As a Customer Success Specialist for a highly competitive and successful Pharmaceutical Event Management company, I have used my experience gained over my time in both high end corporate environments, such as Salesforce, and smaller, intimate Global Event Management services to help strive for excellence and customer satisfaction. With my previous time in sales, I understood my strengths lay within my skills to fully embrace the customer, and work with them on their level, while strategically building upon the company's own goals and prospects.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist
Miller Tanner Associates
10.2023 - Current
- Primarily responsible for onboarding new customers, acting as the key liaison between Key Account Managers (KAMs), Global Experiences (GX) team members, along with a variety of others.
- Focus on initial interactions with customers to strategically shepherd them through key decisions such as confirmation of service(s) and key event details (i.e., meeting format, event dates, venue selection process, etc.) to bridge the gap between award and operational execution.
- A Client-centric role, with strong skillsets in both communication and organization required. Coordinate post-award activities between Key Account Management, Contracts, and the Global Experience (GX) team to ensure a smooth and efficient onboarding experience for MTA’s customers and all internal stakeholders.
- A champion of world-class customer/client service; deliver high-quality customer experience at every contact point within the onboarding phase of the Customer Journey Map
- Managed workflow and processes for customer onboarding, including ownership of the Experience Overview Meetings to confirm all MTA services, key assumptions to move the contract process forward, etc.
- Leverage MTA tools to drive the customer forward with critical steps within the onboarding process (i.e.,
- Drive customer engagement from post award
- Act as a trusted advisor, thought leader, and subject matter expert to customers about the full suite of our products and services
- Establish regular communication sessions with Key Account Managers/Directors (KAMs/KADs) to proactively manage pipeline and those programs converting
- Capability to communicate brand/products effectively and both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
- Implement ongoing engagement and retention strategies, with all major and strategic accounts
- Collaborate with the Customer Success Manager to identify new and modify existing tactics to improve customer retention performance
- Help identify and implement best engagement practices to achieve and surpass product and new customer relationship retention and growth goals
Sales Development
Salesforce
02.2021 - 08.2023
- Prospecting and Lead generation - I successfully identified and generated high-quality opportunities through various channels, including calling, email campaigns, chatbot and social media prospecting
- I utilized Salesforce's CRM tools effectively to track leads, prioritize prospects, and create targeted outreach strategies
- Active Listening and Needs Analysis - I honed my ability to actively listen to customers' pain points and requirements, enabling me to effectively understand their needs and align Salesforce's products and solutions accordingly
- Solution Selling - I utilized consultative selling by positioning Salesforce's products and solutions as valuable tools to help customers achieve their business goals
- Through effective questioning and solution-based discussions, I provided valuable insights to prospects, highlighting the unique value propositions of Salesforce's offerings
- Relationship Building - I excelled in building and nurturing relationships with prospects and customers alike
- Communication and Presentation - I developed strong verbal and written communication skills, effectively articulating complex concepts and tailoring my messaging to various stakeholders
- Time Management and Prioritization - I managed a high volume of leads and sales activities simultaneously
- Through effective time management and prioritization, I maximized productivity and consistently met and exceeded sales targets
- Team Collaboration - I actively collaborated with cross-functional teams, including Account Executives, Marketing, and Customer Success, to ensure a seamless customer journey
- Adaptability and Resilience - In a fast-paced sales environment, I demonstrated resilience and adaptability by quickly adapting to changing priorities, overcoming objections, and persistently pursuing new opportunities
Direct Sales Representative
Phonewatch
07.2020 - 10.2020
- Direct sales representative, selling home security throughout Dublin and surrounding areas
Supervisor
House Dublin
03.2019 - 03.2020
- Supervisor in High End Corporate Bar
- Responsibilities included hosting masterclass sessions, event management, and coordinating training team
Bartender
Bord Gais Theatre
12.2018 - 03.2019
- Bartender hosting prestige events for all VIPs
Education
Higher Certificate - Sales
MSLETB
02.2021
Think On Your Feet -
Irish Management Institute
11.2020
Personal Leadership and Influence -
DDA Consulting International
09.2020
Skills
- Networking and client relationship building
- Empathy
- Leadership Skills
- Excellent public speaking and presentation skills
- Demonstrated leadership ability and interpersonal skills
- Excellent research and analysis skills
- Salesforce/CRM knowledge
- Microsoft Office Suite proficiency
- Highly organized, and strongly self-disciplined
- Thrives in a virtual team environment
- Problem Solver
- Ability to work across multiple time zones and relate to diverse cultures
- Solution Selling
- Relationship Management
- Collaboration
- Resilience
- Customer Consultations
- Customer Service and Assistance
- Active Listening and Needs Assessment
- Rapport Building
- Time Management
- Adaptability
- Self-Motivation
Awards And Highlights
- Top Performer - Multiple Quarters, Salesforce, 11/01/20
- Salesforce Ranger, 11/01/20
- Training utilizing Salesforce tech., 11/01/20
Timeline
Customer Success Specialist
Miller Tanner Associates
10.2023 - Current
Sales Development
Salesforce
02.2021 - 08.2023
Direct Sales Representative
Phonewatch
07.2020 - 10.2020
Supervisor
House Dublin
03.2019 - 03.2020
Bartender
Bord Gais Theatre
12.2018 - 03.2019
Think On Your Feet -
Irish Management Institute
Personal Leadership and Influence -
DDA Consulting International
Higher Certificate - Sales
MSLETB
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