CHRISTOPHER J. GREENE

Pinellas Park, FL 33782  

LinkedIn: https://www.linkedin.com/in/cjgreene88

Chris@chrisjgreene.com | (727) - 744-7645

ACCOUNT & SALES MANAGEMENT

CUSTOMER SERVICE EXPERT

PROFESSIONAL SUMMARY

Consultative SaaS account leader with 15+ years of experience driving revenue expansion, customer retention, and technology

modernization across B2B environments. Known for advising executive stakeholders on operational improvements, SaaS adoption,

and infrastructure modernization that supports long‑term business growth. Track record delivering 110%+ NRR, $10M+ influenced pipeline, and multi‑year account expansion through structured account planning and outcome‑driven engagement.

       

CORE COMPETENCIES

Professional:  Collaborative/Consultative | Leadership/Team Management | Strategic Planning/Execution | 

Problem Solving/Analytical Thinking | Cross-Functional Communication | Adaptable/Resilient | Customer Service Excellence | Training/Development | Data-Driven Decisions | Adept Time Management

Industry Knowledge: Sales/Business Development | CRM/Sales Technology Proficiency | Market Analysis, Trends | Revenue Growth | Financial Management/Reporting | Digital Marketing/Social Media Selling | Product Knowledge/Training

NOTABLE ACCOMPLISHMENTS

Validity 

•    7 Promotions within 5 years

•    Manage team to targets ~90% retention and over 103% NRR 2 years in arrow

•    Create revenue generating plans for renewal leading to 20% growth (also only rep to exceed NRR growth over 105% 2 years running

•    Average 2 sales/marketing qualified leads/week ranked 2nd highest revenue producer ($390K in 2020)

•    2.5 sales accepted opportunities/week with booking value ~$2.4M

Fla Pawn Management

•    Trained staff using system of checks/balances improving productivity (e.g., created clear opportunities for advancement in products, merchandising, customer service, qualifying customers, cross/up-selling products) resulting in growth of 225% YoY increase; pawn balance grew 50% YoY; purchases 300% YoY

•    Collaborated to increase social media, web, community presence for 7 stores/~400% by offering store,  employee, customer incentives; added marketing presence for ads/promotions on company/store level  

PROFESSIONAL EXPERIENCE

Aug 2019 – Nov 2024 

Validity | Tampa, FL    

Account Manager II/Team Lead (multiple promotions)

     Customer Account Executive III/II

     Enterprise Sales Development Representative III

     Enterprise Sales Development Representative II
     Sales Development Representative 

•    Strategic Business Development: Lead strategic partnerships/identify new market opportunities to drive business growth, leveraging industry insights/competitive analysis to inform decision-making and strategy formulation.

•    Operational Efficiency: Oversee optimization of sales processes/operational workflows, implementing best practices/innovative solutions improving efficiency, reducing costs, enhancing team performance.

•    Directly managed a team of 2 Renewal Specialist (400 accounts $4MM book) and assisted with managing 15 Account Managers I & II

    •    Call coaching (Gong.io and Outreach)

    •    Assisted in refining messaging to increase retention and whitespace selling

•    Collaborate with Sales Operations team creating seamless processes

•    Work with Account Receivables team on collecting past due amounts to increase retention and decrease write-offs

    •    Which led toa change in process for renewal specialists

    •    More proactive approach working with customers ahead of renewal to continue to show value

        •    Leading to 10% in retention

•    Train/coach SDRs (e.g., calls, messaging, product knowledge, building sales/outreach, processes)

•    Maintain daily call activity metrics (e.g., ~75 phone calls, 50 emails, ~25 social selling contact points)

•    Interview/hire SDRs

•    Collaborated with Account Executives

    •    Build and execute business plans for strategic accounts

Jan 2019 – Aug 2019

Capital One | Tampa, FL     

Senior Fraud Intake Specialist           

                             

•    Fraud Detection and Prevention: Proactively identified/investigated suspicious activities to prevent potential fraud, utilizing advanced fraud detection tools/techniques to safeguard customer accounts and company assets. 

•    Timely/effective customer support, addressing concerns related to fraud/unauthorized transactions, providing clear, actionable advice for resolution and prevention.

•    Dispute Management: Managed the end-to-end dispute resolution process, from initial intake and verification to resolution, ensuring compliance with regulatory standards to achieve high customer satisfaction levels

•    Training and Compliance: Participated in ongoing training on the latest fraud trends/regulatory requirements, contributing to a culture of compliance/risk awareness within the team and across the organization

•    Cross-functional Collaboration: Worked with other departments (e.g., legal, compliance, customer service) to coordinate efforts in fraud prevention, dispute resolution, customer education on security practices

•    Maintain daily/monthly call metrics

•    Receive inbound calls/respond with qualifying questions; determine customer resolution

•    Review disputed charges/status; consult with customers to escalate as-needed

•    Educate customers re: self-service digital solutions for customer service

Owner/Operator |                                                                                                                                                                                                                         Jan 2018 - Jan 2019

Greene Lightning Computers | Largo, FL    

•    Grew business (e.g., clients, customers, product offerings)

•    Built key business relationships (e.g., vendors, customers, partnerships)

•    Track and maintain inventory, bookkeeping, sales and marketing strategies

•    Sales certifications for vendors (e.g., Microsoft Shark, Sony Products, Pro-AV, HP/HPE) 

Business Development Representative/Playbook Creator                                                                                                                              Aug 2017 - Jan 2018

InsideOut Labs | St. Petersburg, FL

                   

                   

•    Consulted  with external clients to build Sales/SDR Playbooks

    •    Which applications to use Outreach, Salesloft, ZoomInfo, DiscoverOrg, LinkedIn Sales Navigator, Owler, Vidyard, Vimeo, SimilarWeb

    •    What are the targeted personas, and messaging for personas

        •    Economic Buyer, Technical Buyer, Champion/Influencer, Decision Maker

        •    Help identify what messaging was resonating with each of those targeted persona utilizing Outreach/Salesforce metrics

    •    Which sales qualification processes BANT, CHAMP, SPICED or FAINT lead to higher SAO to SQO conversion rates

•    Maintained target daily metrics (e.g., 100 calls, 25 emails, 25 social media touches, 10 SQL’s 100% outbound/month)

•    Assisted our clients with data hygiene (deduping, standardization, lead routing/scoring) 

Director of Marketing/Jewelry Sales & Store Manager                                                                                                                                      Oct 2015 - Aug 2017

Fla Pawn Management Co (dba Pawn Max) | Dunedin, FL                                                                                                                              

•    Managed forecasting, tracking reporting daily statistics/trained staff re: daily goals/statics, interacting with customer responses for desired outcome

•    Facilitated/implemented checks/balances to improve productivity 

•    Audited stores’ assets (inventory, buys, pawns)

•    Adept in value/resale of consumer-based merchandise; educated associates/team 

•    Collaborated to increase social media, web, community presence for 7 stores; added marketing presence for ads/promotions at company/store level

•    Training associates across 8 locations re: trends to look for/how to recognize them (e.g., follow local communities/actively seek involvement/giving back to community), and high-end jewelry pieces (e.g., watches, diamonds) providing increased loans/sales

•    Created marketing sales flyers/programs increasing customer base

•    Established key relationships with new/existing vendors, expanding product offerings (e.g., only pawn shop offering new luxury time-pieces)

PREVIOUS EXPERIENCE:
Add. Exp. As It Relates To Sales & Managing Sales Teams

Tech Data Corporation | Clearwater, FL

HP Sales Solutions Representative    Sept 2013 - Oct 2015

 

Fla Pawn Management Company (dba Pawn Max) |Oldsmar, FL

Store Manager            Nov 2009 - Sept 2013                                                                                                             

Hess Fine Art | St. Petersburg, FL

Sales / Buyer / Personal Assistant    Mar 2009 - Nov 2009

Pawn Management Company (dba Southern Pawn) |Seminole, FL

Store Manager (promoted from Asst. Manager, SLA Sales Loan Associate)    Jun 2005 - Feb 2009

EDUCATION

Force Management - Command of the Message training / MEDDPICC                                                                                                                                02/2024

St. Petersburg College- AA- Business Administration Minor in IT Security                                                                                                    Expected 12/2026

St. Petersburg College- BA- IT Security Minor in Business Administration                                                                                                    Expected 12/2028

HOBBIES

BBQ/Smoking Foods, Cooking, Baking, Working on my Jeep and taking it off-road, IT delevoplement configuring my home server and coding my own SmartHome Automation, Working on house projects, spending time with my wife and 2 dogs.