Fiona Campbell
Account Manager | Client Retention & B2B Relationship Management
Toronto
Professional Summary
Results-driven Account Manager with extensive experience stewarding B2B client partnerships, protecting revenue, and driving organic account expansion in competitive markets.
Proven record of maintaining high renewal rates, aligning cross-functional teams to resolve complex client escalations, and delivering structured quarterly business reviews.
Professional Experience
NexaBridge Logistics Solutions
Toronto, ON
Account Manager
Mar 2021 – Present
- Manage a portfolio of 28 enterprise shipping and freight accounts across Eastern Canada representing 6.8 million dollars in annual recurring revenue.
- Maintained a 94 percent client retention rate over three consecutive fiscal years through quarterly business reviews and active service-level monitoring.
- Collaborated with supply-chain operations teams to resolve delivery bottlenecks, cutting client escalation resolution time by 30 percent.
- Identified organic expansion opportunities across existing accounts, delivering 420,000 dollars in contracted upsells in the preceding fiscal year.
Crestview Media Group
Toronto, ON
Account Manager
Aug 2016 – Feb 2021
- Oversaw day-to-day relationships for 35 mid-market digital advertising clients, serving as the primary liaison between clients and campaign strategists.
- Achieved an average client satisfaction rating of 91 percent by establishing transparent monthly reporting schedules and performance dashboards.
- Negotiated annual contract renewals and amended statements of work, growing average account value by 12 percent year over year.
- Partnered with business development representatives to onboard new accounts smoothly, standardizing the initial 60-day kickoff cadence.
Veloce Merchant Services
Toronto, ON
Client Services Associate
May 2012 – Jul 2016
- Supported 50 retail and hospitality merchant accounts with point-of-sale integration, transaction disputes, and fee inquiries.
- Identified churn risks by tracking processing volumes and conducted targeted outreach to retain at-risk accounts.
- Facilitated cross-departmental coordination with technical support and compliance teams to ensure adherence to Canadian payment standards.
Education
York University
Bachelor of Arts · Communication Studies · Toronto, ON · With Distinction · Sep 1996 – May 2000
Focused on organizational communication, corporate negotiation, and media analysis.
Key Projects
Onboarding Workflow Realignment
Apr 2023 – Nov 2023
- Designed and rolled out a unified client onboarding checklist across account management and operations teams, eliminating redundant customer intake calls.
- Shortened the average client transition period from signing to active service by seven business days.
Core Competencies
Account Retention
B2B Account Strategy
Client Relationship Management
Contract Negotiation
Cross-Selling
Pipeline Forecasting
Quarterly Business Reviews
Salesforce CRM
Service Level Agreements
Languages
English
C2
French
B1
Certifications
Certified Strategic Account Manager (CSAM)
Strategic Account Management Association · May 2019
Community Involvement
Lakeside Food Relief Network
Toronto, ON · Jan 2022 – Dec 2025
- Shift Coordinator
- Coordinate sorting and distribution shifts for community food hampers, supporting over 200 households each month.