Emily Gilson

Experience

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  Enterprise Rent-A-Car

  Sept 2014 - Aug 2017

  Branch Manager

  Responsible for leading and coaching a team to success in achieving monthly targets based on customer service, growth, cost control and profitability.

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  Uline

  Aug 2017 - Aug 2019

  Territory Account Manager

  Responsible for account maintenance, territory growth and sales targets.

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  True North Sports + Entertainment

  Aug 2019 - May 2020

  Manager, Partnership Services

  Responsible for the execution of all aspects of partnership agreements; including relationship management and reporting.

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  Eptura

  Sept 2020 - now

  Managing a subset of Strategic Accounts, while leading a team of Strategic Customer Success Managers towards exceeding our gross and net retention goals. Managing support escalations, roadmap discussions, product discussions, QBR's, monthly client connects.Our goal is to promote both growth and retention by fostering long term relationships with our clients ensuring they receive all the tools and support needed to achieve their own organizational goals.Our execution is focused on communication and transparency as our Clients Workplace software experts, acting as a liaison between sales, support, marketing and our product team. We are the voice of our Client's internally and we work cross functionally to ensure we are meeting their needs. Show less Primarily managed a portfolio of Large Scale Strategic Accounts, building long term client relationships with a focus on thoroughly understanding growth drivers, identifying those opportunities for growth, and managing risks, allowing me to exceed both net and gross retention goals.Presented our product roadmap to clients and provided client feedback to our product team.Acted as a leader within our Customer Success team, providing onboarding and training activities with new hires and assisted existing team members with problem solving, information gathering and organizational updates. Collaborated with cross functional teams to improve processes, build reports and dashboards providing CSM’s with the tools and information they need to manage, retain, and grow their portfolio. Additional Projects: Managed a large-scale data update in tandem with finance within our CRM. Managed training sessions for a new sales process with existing AM’s. Show less

  • Manager of Customer Success, Strategic Accounts

    Apr 2023 - now

  • Senior Customer Success Manager

    May 2022 - May 2023

  • Customer Success Manager

    Sept 2020 - May 2022