T
Tom Norton
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Grand Rapids, Michigan, United States
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Résumé
Jobs
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Customer Success ManagerNAVEXDec 2021 - Current (4 years 10 months)• Managed 20 enterprise customers totaling $4.5MM ARR through onboarding, implementation, adoption, renewal, and upsell. Developed relationships across multiple levels from end users to executive sponsors. • Exceeded the net revenue retention goal of 105%, achieving 110% in 2024, 108% in 2023 and 109% in 2022. Recognized as a Top Performer in 2022. • Delivered an outstanding customer experience with a True NPS score of 71.4 and a CSAT (Customer Satisfaction) score of 100%. • Implemented strategic account plans, documenting current and potential use cases. Leveraged change management to drive product adoption. • Regularly hosted executive business reviews and conducted customer health checks, analyzing data in Gainsight to identify and- Account Manager (Corporate Legal)LexisNexisJun 2016 - Dec 2021 (5 years 7 months)• Managed customers representing $2MM in ARR from onboarding through renewal, negotiating customer renewals, identifying upsell opportunities, and driving product adoption. • Reduced onboarding time for new hires by 25% in one quarter by training on effective discovery calls and demos, and providing 1:1 mentorship. • Conducted business review meetings to review usage, deliver ROI, and identify growth opportunities. • Collaborated with product specialists and solutions consultants to present tailored solutions to clients and facilitate cross-selling.
- AAccount Manager (Print & Digital Solutions)Jun 2014 - Jun 2016 (2 years 1 month)• Managed law firm customers worth $1.2MM ARR, owning the renewal process for research publications and digital solutions. • Maximized satisfaction and retention by developing new and existing relationships across customers.
Education
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- Bachelor Of Science inUniversity of Dayton