Denise Malone
Bray
Summary
Results-driven Customer Success Account Manager with 21+ years of experience delivering revenue growth, optimizing customer retention, and driving client success across Mid-Market, Large Corporate, and Enterprise Accounts. Excel at aligning solutions to client objectives using the MEDDPIC framework, driving sustained growth, and fostering long-term loyalty. Demonstrated expertise in leading high-performing teams, conducting Quarterly Business Reviews (QBRs), and leveraging strategic account management to enhance client relationships. Adept at using data-driven insights to reduce churn and increase upsell opportunities.
Overview
22
22
years of professional experience
Work History
Assistant Sales Manager / UK Large Commercial Account Manager
Dell Technologies
07.2011 - 08.2024
- Surpassed sales targets consistently, achieving a 149% average sales quota
- Drove success through strategic account planning and effective application of the MEDDPIC framework to qualify opportunities, align solutions with customer needs and objectives, and mitigate risks throughout the sales cycle
- Managed a portfolio of 30+ enterprise and corporate accounts in FinTech, Global Banking, Real Estate, Chemical, Retail, and Media sectors, resulting in a 35% increase in account revenue
- Conducted Quarterly Business Reviews (QBRs) and developed detailed account plans, aligning solutions with client goals, boosting client retention and market expansion
- Increased customer base by 30%, reduced time-to-revenue by 20%, and identified high-value opportunities that accelerated sector penetration
- Reduced churn by 20% through proactive engagement and tailored retention strategies, securing long-term commitments and enhancing customer lifetime value
- Boosted upsell opportunities by 40% through deep understanding of customer needs and aligning solutions with their strategic goals
- Led a team to achieve 30% higher efficiency through structured planning, strategy sessions, and clear execution guidelines, driving consistent team performance
- Recognized with Dell Gold Award for Appreciation, Dell Presidents Club, and multiple Special Recognition Awards for exceptional performance
Motor New Business Sales Rep
123.ie
11.2010 - 07.2011
- Exceeded monthly sales targets by 15% and drove a 20% increase in new client acquisitions through proactive outreach and relationship-building
- Converted 35% of leads into customers by leveraging tailored communication strategies and consistent follow-ups
- Enhanced data accuracy by 25%, improving record-keeping processes and contributing to team efficiency
SALES OPERATIONS & SUPPORT SPECIALIST
Dell Technologies
04.2004 - 05.2010
- Managed 100% resolution of 300+ daily queries within a 2-hour SLA, driving customer retention and reducing cancellations by 15%
- Led a cross-functional team supporting 125 reps in the SMB Relationship Sales Department, improving SLA compliance and boosting re-book rates by 25%
- Trained 125 reps on new sales tools and processes, ensuring full adoption and enhanced productivity
- Awarded Dell Gold Award for Appreciation and four Special Recognition Awards for exceptional performance and process optimization
- Yellow Belt Certified in Business Process Improvement (BPI), driving efficiency across operational workflows
SALES ASSOCIATE
Dell Technologies
11.2002 - 04.2004
- Consistently exceeded sales targets, closing sales for a wide range of products including PCs, laptops, printers, and software to both new and existing clients
- Enhanced sales through tailored solutions and detailed product knowledge, driving repeat business and customer satisfaction
- Awarded Sales Rep of the Quarter for two consecutive quarters due to outstanding performance
- Trained and mentored new hires on best practices and sales techniques, improving team capability
Education
Diploma of Education - Business Innovation & Digital Transformation
Technological University of Dublin
05.2022
Social Media & Community -
Dell Marketing University
01.2013
Certificate of Higher Education - Project Management
FAS
01.2010
Diploma - Multimedia Authoring & Web Development Diploma in IT Teacher Training
Senior College - Dún Laoghaire
01.2000
Skills
- Client Relationship Management
- Customer Retention & Churn Reduction
- Strategic Account Management
- Quarterly Business Reviews (QBRs)
- Cross-functional Collaboration
- SaaS Product Knowledge
- Data-Driven Decision Making
- Sales Training & Development
- Consultative Selling Techniques
- Sales Pipeline Management
- Performance Analytics & Reporting
- CRM Tools Optimization
- Sales Process Improvement (MEDDPIC)
- Go-to-Market Strategy
- Customer Feedback Analysis
- Lead Generation & Qualification
- Motivational Leadership & Mentorship
- Goal Setting & Achievement
- Communication & Negotiation Skills
Accomplishments
- Received a Bronze & Silver Award in recognition of excellence in customer satisfaction.
- Awarded (H2 FY13) Account Manager of the Half' & the team that I co-managed I received (H2 FY13) Team of the Half.
- Developing and Leading an Effective Team (CL19210).
- Effective Management: Cultivating Great Teams (CL19227).
- Engaging and Inspiring Others (CL1927).
- Setting Performance Goals and Expectations (CL10040).
- Motivating Employees (CL10042).
References
Upon request, & multiple recommendations on my LinkedIn profile.
Timeline
Assistant Sales Manager / UK Large Commercial Account Manager
Dell Technologies
07.2011 - 08.2024
Motor New Business Sales Rep
123.ie
11.2010 - 07.2011
SALES OPERATIONS & SUPPORT SPECIALIST
Dell Technologies
04.2004 - 05.2010
SALES ASSOCIATE
Dell Technologies
11.2002 - 04.2004
Diploma of Education - Business Innovation & Digital Transformation
Technological University of Dublin
Social Media & Community -
Dell Marketing University
Certificate of Higher Education - Project Management
FAS
Diploma - Multimedia Authoring & Web Development Diploma in IT Teacher Training
Senior College - Dún Laoghaire
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