Annie Ortega

linkedin.com/in/annieortega | annie_ortega2001@yahoo.com | 781-608-6725

Professional
Account Manager, Customer Success

Credo

www.corp.credoreference.com

Boston, MA | 2015 Present

Increased client retention rate and grew overall lifetime value of 300 institutional subscriber accounts
Secured renewal rates in excess of 95% across two consecutive quarters through superior customer
service; actively sought and pursued opportunities to develop stronger client relationships, manage risk,
and boost account value
Closed highest-value new sale of Q2 2015 with skillful, approachable execution of consultative selling
methodology

Strategic Account Manager

Copyright Cleara nce Center | ww w.copyright.com

Danvers, MA | 2002 2014

Responsible for success of highly visible publisher accounts representing more than $15M in annual
revenue; secured largest university system account in company history, closing sale of new product with
total order value over $500K
Enabled enterprise-level content publishers in my client portfolio to expand net profits by 10%,
leveraging higher-value engagements with accounts under my direction to facilitate mutually beneficial
strategic rights inventory acquisitions
Drove continual improvement and profitability of core SaaS platform by translating customer feedback
and sales prospect pain point trends into rapidly actionable, strategically prioritized engineering
documentation
Created client interaction processes, protocols, and related internal documentation, leading
communication-centered customer experience improvement initiatives across all departments involved
in strategic account support
Optimized feedback and response mechanisms for efficient in take of functional and business-modelspecific product requirements, compressing feature release timeframes and reducing technical support
resolution times by more than 25%
Established lucrative connections with critical decision makers at new and existing flagship accounts,
positioning myself and my colleagues as knowledgeable industry advisors in order to facilitate trust and
openness to paid solutions
Achieved client renewal quota and reached or exceeded 100% of new product unit sales goals for three
consecutive years before promotion from Licensing Consultant role to focus my strategic and
collaborative acumen on key accounts
Engaged stakeholders throughout each client organization from initial introductions through closed
sales and into lifetime relationships, maximizing entrenched value proposition by providing ongoing
consultation, training, outreach, and support
Worked with marketing team on product launches, collateral creation, presentation development, and
informational webinar design, employing deep knowledge of client markets to emphasize our most
compelling product advantages

Corporate Account Manager

MathSoft

Acquired by PTC, 2006

Cambridge, MA | 2001 2002

Responsible for business development activities throughout customer lifecycle, from closing new accounts
to cross-selling and upselling to established client base; recipient of High Achievement Award for

exceeding 125% of monthly sales goal

Increased long-term value of customer relationships by securing maintenance agreements with 100% o f
new accounts for two consecutive quarters, creating predictable future opportunities to add value for
clients and grow recurring revenue

Academic
Bachelor of Business Administr ation

Marketing

Miami Shores Community of Businesswomen Scholarship Awardee

Bilingual proficiency; fluent in Spanish and English

Florida International University