Nicholas S. Kerlin
Geneva
Summary
Results-oriented Consultant with over 10 years of experience in Account Management and Full-Cycle Sales, specializing in driving growth across SMB, Mid-Market, and Enterprise organizations. Adept at leveraging a deep understanding of sales strategies to boost revenue, with a strong focus on customer satisfaction and long-term relationship building. Skilled in conflict resolution, solutions-driven problem solving, and utilizing Sales, Service, and Marketing automation tools to enhance operational efficiency. Recognized for exceptional customer service and proven sales expertise.
Overview
15
15
years of professional experience
Work History
Sr. Customer Success Manager, Enterprise
6sense
04.2023 - Current
- Managed Book of 22 Enterprise customers, valued at $3,000,000 Annual Recurring Revenue. 2024 - 101% of Renewal Quota. 116% NRR
- Conducted Executive Business Reviews, Business Value Realization Presentations, Bi-Weekly Strategic Syncs, Sales Enablement, Renewal Scoping, Expansion Demos, and Contract Negotiations.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Increased customer engagement by designing targeted and proactive outreach campaigns tailored to individual personas, and executive buying team roles.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
Professional Services Consultant
Drift
04.2021 - 04.2023
- Onboarding and continuous consulting services with Drift customers to deploy their revenue acceleration strategy, monitor performance, optimize workflows, align with goals and KPIs, and discover opportunities for growth in their execution of Drift.
- Manage clientele book valued at $2 million ARR, and collectively 170 service hours per month.
- Assist in new hire mentorship, and internal process strategy.
Sr. Customer Success Manager - Mid Market
HubSpot
01.2020 - 04.2021
- Monthly revenue retention goals for book of 175 MM clients, valued $3.5 Million ARR.
- Serve as a strategic point of contact to advise clients on best practices to see ROI from usage of HubSpot software and grow their business.
- 110% annual revenue retention quota.
- Top 5 in the Mid-Market segment of SQLs identified and expansion revenue generated.
- Provide insight to Customer Success teams on topics such as best practices in B2B/B2C marketing, upsell opportunities, and competitive intelligence.
Sr. Account Manager
ActiveCampaign
01.2019 - 01.2020
- Monthly quota-based retention and expansion goals for book of 240 clients valued $1.3 million ARR.
- Serve as point of contact for strategic advisement and growth of client.
- 105% attainment of retention quota, 115% attainment of expansion quota.
- Team mentor, new hire enablement, and Subject Matter Expert for database segmentation.
Account Executive - Client Development
ActiveCampaign
07.2018 - 01.2019
- Install-base expansion to book of 65,000 clients.
- Developed structure for who to target, outreach cadence, qualification, opportunity establishment, and expansion.
- 110% quota attainment, and an additional $500,000 ARR in company expansion revenue from our team over the course of 6 months.
Account Executive
ActiveCampaign
04.2017 - 07.2018
- Responsible for full customer sales cycle for SMB/MM clients.
- 115% quota attainment FY-18'; 120% quota attainment FY-17'. #2 top sales in Sales organization.
- Deep discovery for qualified leads from SDRs and BDRs, product demonstration, strategy development for streamlining processes with use of sales and marketing automation, and established mutual plans around implementation time-frame.
- Source outbound leads; C and V-level marketing executives to identify key decision-makers.
- Used tools such as Linkedin, Zoominfo, Datanyze, BuiltWith, and Hunter.
- Developed competitive landscape, and created internal-facing battlecards made available to customer-facing teams.
- Presented competitive training sessions to Sales, Customer Success, and Product teams.
Business Development Representative
ActiveCampaign
06.2016 - 04.2017
- Full sales cycle for SMB clients. Qualify MM leads for Account Executives.
- Top BDR for qualified leads in FY-16'.
- Construct effective sales strategies with colleagues and Sales Managers on how to improve daily processes.
- Assist in training of new team members.
Account Executive
Tagkast
11.2015 - 06.2016
- Full customer sales journey.
- 100% outbound prospecting for acquisition.
- Managed and grew client-base.
- Interviewed and trained new hires on sales methods by monitoring prospective calls, managing qualified sales appointments, and assisting in the proposal creation process.
- Showcased platform at tradeshows and conferences to C-level marketers/owners of both marketing agencies and Fortune 500 firms.
Business Development Representative
Tagkast
06.2015 - 11.2015
- 100% outbound prospecting to C-level marketing executives to identify key decision makers within Fortune 500 corporations.
- Qualified sales appointments through inbound and outbound leads based on client needs and platform capabilities.
- Obtained skills in business development, account management, B2B inside and outside sales, consumer marketing research, advertising strategy, negotiation, patience, and teamwork.
Server/Bartender
Tipsi Monkey
08.2014 - 05.2015
- Handled customer checks, and processed payments.
- Promoted specials, and supplied recommendations to customers.
- Set goals for daily sales, and developed strategies to meet those goals.
- Promoted social media outlets to spread brand awareness.
Head Server/Bartender
Bartlett Hills Country Club
02.2010 - 05.2015
- Performed excellent customer service to maintain our five-star reputation.
- Trained new employees to meet our banquet halls’ standards.
- Excellent knowledge of food and beverage services, as well as health and liquor codes.
Education
BBA - Business Management and Marketing
Loyola University Chicago, Quinlan School Of Business
Chicago, IL05.2015
Skills
- Account Management Experience includes: Revenue Retention, Account Expansion, Customer Relationship Building, Product Adoption, Multi-Threading Partnerships, Mutual Success Plans, Executive Business Reviews, Business Value Realization Reports, Training Programs, Effective Forecasting, Contract Negotiations, Renewal Paperwork Processing, Account Planning in Partnership with Commercial Counterparts, Onboarding, Migration, Compliance, Deliverability, and Knowledge-Base/Academy Engagement
- Sales Experience Includes: Full Sales-Cycle Sales for B2B & B2C customers ranging in sizes of SMB/MM/Enterprise, Outbound Prospecting, Inbound Qualification, Opportunity Forecasting, Time Management, Account Prioritization, Sandler Sales Methodology, Install-Base Expansion, Consultative Sales, RFI/RFP Analysis
- Technical Expertise Includes: Revenue AI, Predictive ABM, Generative AI, Sales Intelligence, Display Advertising, Social Advertising, 3rd Party Intent, Web De-Anonymization, Web Personalization, Conversational Sales and Marketing, Salesforce, HubSpot, Drift, Marketo, Dynamics, ActiveCampaign, Tableau, Okta, Microsoft 365, Google Suite, Email marketing, sales and marketing automation, SEO, CMS, Social Media, Landing Pages, Customer Service chatbots and tickets, database management and segmentation, Zoom video, Calendly, Gong, Google Apps, Zapier, Piesync, Zendesk, Zoom, Slack, Guru, Confluence, JIRA, Office 365, ZoomInfo, Datanyze, BuiltWith, and WhatRuns
- Professional Development: 6sense ABM/Sales/CE/Admin certified, Sandler Sales certified, John Barrows Sales certified, HubSpot Inbound/Marketing/Sales/Service/CMS certified, Drift Sales/Marketing certified, Senior Mentorship, New-hire training, Competitive Intelligence, Customer Study Hall Training, Tradeshow Booth Attending
Timeline
Sr. Customer Success Manager, Enterprise
6sense
04.2023 - Current
Professional Services Consultant
Drift
04.2021 - 04.2023
Sr. Customer Success Manager - Mid Market
HubSpot
01.2020 - 04.2021
Sr. Account Manager
ActiveCampaign
01.2019 - 01.2020
Account Executive - Client Development
ActiveCampaign
07.2018 - 01.2019
Account Executive
ActiveCampaign
04.2017 - 07.2018
Business Development Representative
ActiveCampaign
06.2016 - 04.2017
Account Executive
Tagkast
11.2015 - 06.2016
Business Development Representative
Tagkast
06.2015 - 11.2015
Server/Bartender
Tipsi Monkey
08.2014 - 05.2015
Head Server/Bartender
Bartlett Hills Country Club
02.2010 - 05.2015
BBA - Business Management and Marketing
Loyola University Chicago, Quinlan School Of Business
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