Rachael Hinojosa

• Cultivate and maintain extensive product knowledge of a large and growing product list in order to demonstrate products across the entire company portfolio.
• Effectively plan and provide customer onboarding and training sessions both onsite and remotely.
• Provide direct post-sale digital product integration support to key stakeholders through a deep understanding of their program needs.
• Provide dedicated, ongoing support for customers throughout the contract life cycle, ensuring high rates of renewal and customer retention.
• Create highly engaging custom materials for key accounts and upon request for all accounts, including marketing material, faculty and student research guides, and product focused multimedia.
• Plan, design and lead market-wide product and subject specific webinars to improve market awareness of key products and engage directly with librarians, faculty and students.
• Collaborate strategically with technical support, sales and product managers to create creative solutions for customer inquiries.
• Represent Gale at key industry events such as conferences, exhibitions, and tradeshows.
• Provide monthly post-sale training and engagement updates to Director, Academic Outreach & Engagement and daily updates to Salesforce regarding all customer work.
• Provide quarterly check-ins to monitor the success of customers and develop action plans aimed at retaining customers and providing interventions to get usage back on track, if needed.
• Coordinate with sales representatives and others to ensure strategic adoption of Gale resources at accounts. Take intervention action as necessary to improve customer experiences.

Managed all aspects of renewal process, collaborating with Customer Success and Sales Managers.
Negotiated effectively with clients, ranging from small library leaders to state-wide consortia directors.
Leveraged customer insights to enhance contract revenue and expand Gale’s market share.
Coordinated with teammates to ensure exceptional customer care across all interactions.
Achieved renewal sales goals consistently, ranging from 100% to 130%.
Oversaw revenue pipeline totaling $14M while managing new sales in Gale’s Specials market.
Generated $100K to $200K in new sales growth annually in Gale’s Specials sector.

Cultivated relationships with potential clients to expand market reach.

Conducted market research to identify new business opportunities and trends.

Collaborated with sales team to develop targeted marketing strategies.

Created and improved business pipeline using cold and warm techniques.

• Evaluated client financial profiles to determine loan eligibility.
• Provided guidance on mortgage products and interest rate options.
• Communicated effectively with clients throughout the loan approval process.
• Monitored customer accounts throughout the life cycle of each loan transaction.

• Managed client relationships to ensure satisfaction and retention.
• Collaborated with internal teams to streamline account management processes.
• Developed and maintained relationships with key accounts to ensure customer satisfaction.