SUMMARY
Customer Success Manager with 5 years of commensurate experience in client relationship management, strategic consulting, and stakeholder partnerships with a direct focus on operational efficiency by improving retention and satisfaction KPIs for organizational growth and developments
EXPERIENCE
Mid Size MSP (2022-Present)
Customer Success Manager
- Oversees a portfolio totaling net of $1.5 million /yr, comprised of both enterprise-level clients and nonprofits
- Manages 6 client projects weekly and spearheads the project planning and execution, decreasing risk by 64%Maintains strong relationships with key client stakeholders and proactively develops accounts to meet goals
- Implements appreciation processes to nurture relationships with internal clients & external key stakeholders
- Key Achievement: Educated clients on offerings to empower beneficial contracts, increasing YOY revenue by 19%
- Client Engagement Specialist Millennium Systems International 2020 – 2022
- Developed and improved ROI analyses to support customer conversions, reducing internal sales risk by 22%
- Supervised 500+ client accounts and directed Quarterly Business Review meetings to enhance relationships
- Built best practice modules and created new scalable systems while automating routine customer processes
- Supported existing customers to ensure retention, increase member engagement, & maintain high satisfaction
- Key Achievement: Executed client strategies that supported specific cases, increasing return & retention by 31%+
Staffing Company (2019-2020)
Customer Specialist
- Enhanced overall client satisfaction, financial performance, organic growth, and new business development Managed expense reports, invoicing, and product receipts to help improve the team’s financial health by 15%
- Refined regulatory compliance by confirming operations aligned with best practices, policies, and controls
- Key Achievement: Spearheaded the successful onboarding of new employees, reducing onboarding time by 40%
- Client Support Analyst HR360 & Zywave 2016 – 2019
- Spearheaded Customer Success initiatives to guarantee correct data migration during a system acquisition
- Improved team efficiency rates by 19% by creating customer solutions by sustaining technical knowledge
- Served as the SME on product issues, ensuring a smooth user experience, and trained staff on best practices
- Key Achievement: Created and implemented best practices for synthesizing information for non-technical teams
SKILLS
- Exceptional customer relationship management with the ability to actively resolve concerns with empathy, then devise solutions to issues before escalation and irreversible damages from miscommunication indicators
- Experienced mentor and teacher with extensive experience in coaching agile and cross-functional stakeholders to continue growing revenue for the firm through process improvements and complex project innovation
- Influential team leadership skills that complement valuable cross- departmental communication methods during onboarding and training of new customers to increase comprehension of products and services
- Thorough consultative seller providing quality customer and CX support through comprehensive listening and providing solutions to client pain points by advising them on the benefits/savings in long relationships
Areas of Expertise:
- Account Management
- Project Management
- Revenue Generation
- Client Onboarding
- Financial Analysis
- Time Management
- Risk Mitigation
- Business Training
- Customer Retention
- Data Entry & Analysis
- Training & Onboarding
- Presentation Facilitation
- Stakeholder Collaboration
- Organizational Development
- Written/Oral Communication
- Technical Tools:
- Confluence
- Salesforce
- JIRA
- ADP
- AutoTask
- QuickBooks
- CRM Software
- Microsoft Office Suite
