Thomas Drummy
Account Executive
Dublin
Summary
Results-oriented Senior Account Executive with experience strengthening customer relationships and promoting company offerings. Strong active listening and persuasion skills. Adaptable and motivated by new challenges.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Senior Account Executive
Pluralsight
- I was then promoted to Senior Account Executive in the commercial segment where I was assigned both EMEA and APAC regions
- I would work closely with my assigned BDR in identifying markets with a high TAM potential and build out targeted marketing campaigns to generate pipeline
- My role also included monitoring performance metrics and ensuring weekly KPI's were achieved while collaborating with multiple departments to ensure customer needs are met
- I also provided account management support to existing customers focused on contract amendments, account merges, payment collections and technical onboarding with our professional services team
- I am required to submit weekly forecasts and provide quarterly business reviews of existing pipeline, key accounts and account planning for the upcoming quarter
- There were three restructurings during my time at Pluralsight that resulted in continuous layoffs, account realignment, new processes and systems being implemented - with new product launches being introduced via platform integrations - that required versatility and having the ability to adapt to constant change.
Account Executive
Pluralsight
04.2022 - Current
- I started my Account Executive role in SMB where I spent eight months learning our solution and prospecting to C suite executives within the EMEA region
- This was an outbound and inbound motion consisting of smaller organisations of up to 250 employees
- Nearing the end of my tenure I achieved and exceeded a team target of 2.2 million at the end of Q4 2022.
Enterprise Business Development
Pluralsight
02.2021 - 03.2022
- I joined Business Development in February 2021 where I was assigned to the MENA region and worked closely with my assigned AE's over a seven month period
- I hit the ground running where I was able to hit my target consistently in the first six months while working from home
- I had a target of 14 opportunities which I exceeded by 10 in the month of July
- As a result of high performance, I was moved to a new inbound motion that was fast paced and required collaboration with multiple AE's across the EMEA region
- Part of my role was to identify and qualify opportunities while conducting discovery calls to understand customers' specific requirements and submit for approval
- I was once again able to hit my target consistently over a 6 months period and built a pipeline of over 600K.
Dropbox Business | Customer Success Manager
Marketstar Europe
08.2018 - 12.2020
- In this role I was responsible for building out a Customer Success motion alongside my team lead
- This began as a pilot that I spearheaded and was developed into a fully established Dropbox Business program over a 2.5 year period
- My responsibilities included engagement with existing customers via phone, Zoom and Chat
- The goal was to establish best practices on how to educate our customers using the platform, efficiently over time - to drive long-term value
- I would initiate each process using a framework defined as having 4 stages: honeymoon, dissatisfaction, resolution and production
- Through this process we were able to measure the likelihood of newly onboarded team members achieving their goals over time
- I would also be tasked with building out a playbook or 'bible' that newly onboarded team members could use as a reference when learning their role
- I was then promoted to Senior CSM and would shadow and guide our newly onboarded team members providing workshops, training sessions and presentations to future candidates within the org
- I also worked closely with Dropbox solution architects at building out a full chat support program
- Each problem solved would be recorded in a number of different categories to establish customer trends, satisfaction and common use cases.
Airbnb | Trust & Safety Specialist
Telus International
01.2017 - 07.2018
- I began my role in Trust & Safety identifying potential bad actor accounts, analysing trends of malicious behaviour, phishing, payments fraud and chargeback cases
- I then moved into the role as mediator for damages between host and guest analysing photo submissions and corresponding directly with both parties to evaluate payouts via our resolution centre
- I was also promoted to the warm transfer room dealing in crisis management emergency calls
- My duties and responsibilities included actively listening to guest grievances and making notes of the current situation while ensuring the customer is safe and out of harm
- If the case needs to be escalated, I would then assign a specialist case manager who would contact the individual directly regarding next steps.
Airbnb | Rental Specialist
Telus International
03.2016 - 12.2016
- My role involved prospecting into the UK market to property owners and generating opportunities for account activations on the Airbnb platform
- Responsibilities included: cold calling potential property listings offering a 3% commission rate, assisting with account activations, assisting with existing customers accounts and building pipeline over extended period
- Updating CRM systems
- I had a target of 20 activations per week and 60 cold calls per day that were achieved and exceeded after week 2.
3 Mobile | Outbound & Inbound
Tech Mahindra
01.2015 - 01.2016
- I began my telesales career working at 3 mobile selling Sim only plans to pay as you go customers within the UK/I markets
- I would also cross-sell our mobile broadband devices to existing customers
- This was a pressurised sales environment where high levels of cold calling and a proactive mindset were required to achieve my weekly target
- I spent 4 months in this role before being moved onto the renewals team where I assisted customers with phone upgrades, contract agreements and mobile plans.
Education
BSc Retail Management -
WIT
01.2012 - 04.2014
Lvl 6 Business Studies - undefined
WIT
01.2010 - 04.2012
Skills
Interpersonal
Critical thinking
Strategic planning
Team collaboration
Technically proficient
Multiple Priorities Management
Customer Success
Territory Development
Appointment Setting
Customer Service
Attention to Detail
Strategic Planning
Accomplishments
- 2013 Willing Fanning Bursary Award, Retail Management
- 2011 Outstanding Academic Achievement Award, WIT
- 2010 FETAC Level 5 in Business Administration
Social Media - Linkedin
linkedin.com
Telephone
+353 (0) 834709796
References
Available upon request
Timeline
Account Executive
Pluralsight
04.2022 - Current
Enterprise Business Development
Pluralsight
02.2021 - 03.2022
Dropbox Business | Customer Success Manager
Marketstar Europe
08.2018 - 12.2020
Airbnb | Trust & Safety Specialist
Telus International
01.2017 - 07.2018
Airbnb | Rental Specialist
Telus International
03.2016 - 12.2016
3 Mobile | Outbound & Inbound
Tech Mahindra
01.2015 - 01.2016
BSc Retail Management -
WIT
01.2012 - 04.2014
Lvl 6 Business Studies - undefined
WIT
01.2010 - 04.2012
Senior Account Executive
Pluralsight