Abigail White

As a sales and customer success professional, I bring 15 years of experience in ensuring the succes of global enterprise customers such as Ford, Hilton, McDonald's, SAP and Porsche. With a strong background in relationship management and a passion for delivering exceptional service, I excel in helping businesses achieve their goals and maximize their ROI. My extensive experience in understanding customer needs, developing tailored strategies, and facilitating effective communication has led to consistently positive outcomes and long-lasting partnerships. I thrive on analyzing data and feedback to drive continuous improvement, and I'm committed to providing top-notch support and guidance to ensure our customers' success. With a focus on fostering strong client relationships and a results-driven approach, I am ready to take on any challenge and contribute to the growth and prosperity of your organization.

Sprinklr, Sr. Customer Success Manager- Remote US Feb 2022- Present  

Act as strategic advisor for two global brands valued at $5.9m in subscriptions and $700k in services annually 

Identify and forecast risk to drive renewal retention plans wtih sales, service and product teams 

Plans and manages ongoing touch points with customers, including Executive Business Reviews, value realization check-ins, success planning workshops, and ad hoc working sessions. Builds/sends agendas and recaps 

Lead the customer care optimization of AI utilization, which drove a 92% decrease in irrelevant cases, 99% decrease in expired cases, and 88% reduction in case response times from 2022 to 2023 

Serve as the internal voice of the customer to advocate for a streamlined onboarding process and service model for 15k location-based social accounts  

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LivePerson, Sr. Customer Success Manager- Remote US Jul 2019- Feb 2022 

Responsible for day-to-day account management while cultivating strong relationships with decision-makers and key influencers on a $3m book of business 

Collaborated with Client Partner and Automotive Partner account stakeholders to establish a success plan led to overall return account growth of 20% in the first year 

Led ongoing performance reviews that leveraged automation and messaging expertise to drive a 40% in CSAT within six months for a key automotive OEM customer 

Proactively recommended and drove the adoption of new, innovative tools and features for increasing the value of LivePerson’s Conversational Cloud platform  

Maintained a 95% retention rate for my book of business 

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Verizon Media, Program Manager, RYOT Studio- Birmingham, MI Jul 2015- Feb 2019  

Client facing project manager of commissioned video and written content across Verizon Media properties  

Project manage all program deliverables, including kick-off calls, timelines, scope, budget, workflow, social promotion, reporting and post-program analysis  

Manage client and agency relationships throughout the program, driving client satisfaction and campaign success metrics to ensure all client objectives are met with the goal of program renewal.  

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Microsoft, Sr. Custom Solutions Account Manager- Southfield, MI Jul 2014 – Jul 2015  

Client-facing project management of original video series, custom content/advertorial content, and cross platform media campaigns.  

Partner with external vendors and internal Microsoft editorial, engineering and legal teams to oversee execution and production of National cross-screen, custom experiences  

Protecting custom solutions ad revenue by increasing Advertiser Satisfaction and renewal rate by providing an excellent end to end experience  

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Microsoft, Sr. Incubation Account Manager- Southfield, MI Sep 2013 - Jul 2014  

Piloted new advertising products and tools, including developing, testing, and training on execution processes and collaborating with product business group, monetization, and sales teams  

Drove quota attainment for new products by consulting sales teams during the pre and post-sales processes  

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Microsoft, Account Manager- Southfield, MI Aug 2008 - Sep 2013  

Collaborated with Account Executives to develop proposals utilizing Microsoft media solutions  

Managed a strategic book of Ford business averaging $10MM per calendar year  

Provided premium service through end-to-end campaign management, collaboration with sales and partner teams, and presenting optimzation and upsell recommendations using analytics and insights  

Michigan State University

Eli Broad College of Business

Bachelors of Arts, Marketing

Graduation: 2002