Melissa Hayden
Apex
Summary
Dynamic veteran leader with 7 years of experience driving high-performance teams dedicated to enhancing customer engagement and retention through long-term relationship building. Pioneered innovative retention strategies that align with customer success and ambitious revenue targets. Combines strategic foresight with empathetic leadership to mentor emerging leaders and instill best practices in customer management, fostering a culture of continuous improvement and excellence in every customer interaction.
Overview
20
20
years of professional experience
Work History
Key Account Manager
IXL Learning
07.2025 - Current
- Manage relationships with key clients, focusing on long-term retention and satisfaction.
- Act as the primary liaison, developing strategic plans that align with client objectives.
- Gain a deep understanding of client needs to coordinate tailored solutions with internal teams.
- Identify upsell and cross-sell opportunities to maximize client value and drive revenue growth.
- Proactively resolve issues, ensuring mutual success and profitability.
- Serve as the ultimate owner of the customer relationship, fostering enduring partnerships.
Team Lead, Account Management
IXL Learning
09.2022 - 07.2025
- Direct daily operations and strategies for a team of 4 customer success account managers, focusing on upgrade and renewal initiatives.
- Manage pipeline and forecasting to identify expansion opportunities; coach team on detail orientation and collaboration.
- Assess training needs and develop tailored training strategies for each team member.
- Organize cross-team sessions to analyze territorial trends, gather feedback on customer needs, and suggest product improvements.
- Collaborate with Field Sales to identify growth opportunities and establish best practices for achieving team goals.
Senior Strategic Account Manager
IXL Learning
11.2020 - 09.2022
- Achieved 100% retention on high-stakes accounts while exceeding team revenue goals, reaching over 150% revenue growth.
- Established regular communication with key customers, conducting year-start, mid-year, and end-of-year calls to assess goals and track progress.
- Analyzed data using graphs and charts to celebrate successes, address concerns, and customize professional development plans for customers.
- Maintained in-depth knowledge of company products and services, staying current with new features and updates.
Customer Success Account Manager
IXL Learning
01.2019 - 11.2020
- Consistently exceeded goals, averaging a retention rate of 96%.
- Mentored new hires and colleagues in best practices regarding account management as well as cross group collaboration.
Licensed Realtor
Coldwell Banker, HPW
05.2015 - 05.2017
- Primarily buyer's agent, prospected through open houses, guided clients through the home buying process seeing them to closing.
Professional Healthcare Representative
Pfizer Pharmaceuticals
11.2005 - 03.2007
- Delivered consistent sales message to an average of 14 physicians a day, with an average travel distance of 40 miles.
- Maintained monthly budget that compensated for fuel and breakfast/lunch and formal sales meetings with physicians.
Education
Master of Science - Strategic Leadership
Mountain State University
Beckley, West Virginia05.2006
Bachelor of Arts - History and Political Science
John Carroll University
University Heights, Ohio05.1998
Skills
- Customer Relationship Management (CRM) – Escalation Management – Customer Health and Satisfaction – Revenue Growth and Upselling – Product Adaption and Utilization – Critical Issue Resolution – Performance Metrics and Reporting – Cross-Functional Collaboration - Communication/Presentation Skills -
- Client relationship building
- Business development
- Key account management
- Data-driven decision making
Accomplishments
- Documented and resolved customer pain points which led to a winback of Strategic Account.
- Supervised team of 4 staff members.
Timeline
Key Account Manager
IXL Learning
07.2025 - Current
Team Lead, Account Management
IXL Learning
09.2022 - 07.2025
Senior Strategic Account Manager
IXL Learning
11.2020 - 09.2022
Customer Success Account Manager
IXL Learning
01.2019 - 11.2020
Licensed Realtor
Coldwell Banker, HPW
05.2015 - 05.2017
Professional Healthcare Representative
Pfizer Pharmaceuticals
11.2005 - 03.2007
Bachelor of Arts - History and Political Science
John Carroll University
Master of Science - Strategic Leadership
Mountain State University
Career Highlights
2021 Team of the Year recipient for 100% retention for Strategic Accounts, 2022 Pinnacle of Achievement Award for acquiring over 150% of Sales Goal
Previous Employment
- Chatham County Schools, Social Studies Teacher, Department Chair, Pittsboro, North Carolina, August 2012- January 2019
- Raleigh County Schools, Social Studies Teacher, Beckley, West Virginia, August 2007-August 2012
- The Academy at Mountain State University Social Studies Teacher and Department Chair, Beckley, West Virginia, August 2003 – November 2005
- Prince William County Schools, Social Studies Teacher, Manassas, VA, August 2001 – August 2003