STEPHANIE SHANAHAN
Chicago
Summary
Dynamic leader with a proven track record at Upwork, driving $10M+ partnerships through strategic account management and consultative selling. Expert in contract negotiation and data analysis, fostering client satisfaction and engagement. Skilled in Salesforce and HubSpot, leveraging insights to achieve 99.6% GRR and enhance enterprise positioning.
Overview
11
11
years of professional experience
Work History
Co-Founder
Independent LLC
01.2023 - Current
- Co-founded community-driven events brand, driving double-digit growth and enhanced brand recognition.
- Directed revenue strategy, partnerships, budgeting, and P&L planning for optimal financial performance.
- Managed partner contracts and ensured alignment with business objectives.
- Developed comprehensive social media strategy to boost brand awareness and engagement.
Account Manager
SWOOGO
04.2024 - 05.2025
- Managed $2.6M ARR portfolio of 140 high-value accounts, achieving 99.6% GRR and 103.1% NRR.
- Negotiated renewals and feature expansions with key stakeholders, maintaining churn below 2% while increasing revenue.
- Led expansion strategy utilizing performance metrics, product usage, and lifecycle marketing insights.
- Collaborated with Marketing and Product teams to convert client feedback into actionable intelligence for roadmap prioritization.
Account Manager, Enterprise
UPWORK
05.2022 - 10.2023
- Expanded partnerships exceeding $10M with companies such as Hitachi Energy and Logitech.
- Achieved consistent quota over-attainment through data-driven upselling and lifecycle expansion.
- Maintained 85% NPS by prioritizing client satisfaction and proactive engagement.
- Developed enterprise account strategies using ROI analyses, QBRs, and executive alignment for multi-year renewals.
- Championed client transformation initiatives to align Upwork's solutions with innovation goals and optimize resource allocation.
- Converted $1M Marketplace client into an Enterprise partnership through consultative selling and strategic solution design.
- Collaborated cross-functionally to create strategic case studies that enhanced Upwork's enterprise positioning.
- Amplified demand-generation content showcasing client success stories to strengthen market presence.
Account Manager, Marketplace
UPWORK
07.2020 - 05.2022
- Managed operational processes for over 50 high-value marketplace accounts, generating $15M annually.
- Implemented scalable account plans and established workflows to enhance efficiency.
- Developed reporting systems to monitor key performance metrics effectively.
- Spearheaded transition of key account to enterprise-level program, coordinating cross-functional upsell implementation.
Customer Success Representative
UPWORK
04.2019 - 07.2020
- Designed and executed onboarding programs for 300 SMB clients, accelerating engagement and driving scalable adoption.
- Cultivated strategic client relationships and served as a customer advocate, channeling feedback and usage insights to enhance feature development and communication strategies.
- Channeled usage insights to refine communication strategies and enhance product offerings.
Operations Manager
FGS INC
02.2017 - 04.2019
- Oversaw marketing operations for over 100 clients, including CDW, NFL, NHL, NBA, and NCAA.
- Executed campaigns while managing vendor relationships and optimizing budgets for effective delivery.
- Contributed to corporate branding initiatives through design of logos, brochures, and other marketing materials.
Account Coordinator
PLANET PHARMA
10.2014 - 09.2016
- Delivered workforce programs for Fortune 500 pharma clients, ensuring compliance and alignment with hiring goals.
- Coordinated end-to-end client operations, managing sourcing, interview logistics, and onboarding documentation.
- Served as liaison between recruitment teams and client program managers to facilitate timely fulfillment.
- Maintained strong partnerships with Medtronic, Genentech, and Johnson & Johnson through effective communication.
Education
Bachelor of Science - Business with Entrepreneurial Management Certificate
UNIVERSITY OF IOWA
Iowa City, Iowa01.2014
Skills
- Salesforce and HubSpot
- Gainsight and Highspot
- Notion and Slack
- Google Workspace applications
- Microsoft Excel and PowerPoint
- Project management tools
- Budgeting and forecasting
- Event management platforms
- Marketing automation tools
- Social media management and analytics
- Sponsorship development
- Contract negotiation and vendor management
- Data analysis and reporting
Timeline
Account Manager
SWOOGO
04.2024 - 05.2025
Co-Founder
Independent LLC
01.2023 - Current
Account Manager, Enterprise
UPWORK
05.2022 - 10.2023
Account Manager, Marketplace
UPWORK
07.2020 - 05.2022
Customer Success Representative
UPWORK
04.2019 - 07.2020
Operations Manager
FGS INC
02.2017 - 04.2019
Account Coordinator
PLANET PHARMA
10.2014 - 09.2016
Bachelor of Science - Business with Entrepreneurial Management Certificate
UNIVERSITY OF IOWA