Melissa Parks

At Fortra/Alert Logic, I manage a $4.8M ARR strategic account portfolio supporting customers across six cybersecurity product portfolios. I help customers realize value from B2B SaaS security monitoring and response products by aligning stakeholders around high-impact success plans.

I've achieved 98% gross retention, secured the highest multi-year renewal rate in the customer success organization, and increased ARR by 15% through cross-selling opportunities. I also created tailored product training and compliance frameworks, built customer health KPIs and renewal-risk tracking, and generated the highest volume of reference customers for eighteen consecutive months.

Before that, at Micro Focus, Attachmate, NetIQ, and Pentasafe, I partnered with customers and engineering teams to troubleshoot and resolve complex cybersecurity software issues. I identified upsell and services opportunities, delivered on-site training and implementation, improved ticket resolution, and reduced departmental overhead by 15%.

I'm energized by demanding, action-oriented environments where cross-functional teams collaborate around the voice of the customer. Customers are my passion, and I focus on removing silos to help them reach their desired outcomes faster.