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Skills

  • KPI monitoring for client accounts
  • Team management
  • Market and competitive analysis
  • Communications
  • Key account management
  • Client portfolio management
  • Interdepartmental communication streamlining
  • Salesforce CRM proficiency
  • Development of customer engagement models
  • Customer retention strategies

Work Experiences

  • Achieved Top Performer recognition.
  • Transported Asana to 18 months customer locations.
  • Attained a customer satisfaction score of 64% %.
  • Coordinated cross-functional teams.
  • Applied strategies across Adobe Creative Suite accounts.
  • Collaborated with the finance team to refine invoicing procedures, reducing payment delays by 68% and improving cash flow.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Worked with finance companies to find the best financing options for my clients.
  • Conducted proactive outreach.
  • Achieved resolution within three years.

Summaries

  • Achieved a 19% increase in contract value.
  • Client Engagement Manager skilled in conflict resolution, successfully reducing support ticket resolution times by 18% by streamlining communications between client and internal teams.
  • Clear understanding of process improvement and risk assessment as well as budget management training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Dedicated to building key relationships with decision-makers in order to generate customer goodwill and loyalty.
  • Analytical professional with a focus on improving client satisfaction through post-implementation feedback analysis, resulting in an NPS increase of 70% in 2016.
  • Client Engagement leader recognized for reducing churn by 50% with proactive engagement campaigns and securing client loyalty through tailored outreach programs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Client Engagement Manager.

Accomplishments

  • Engaged clients in regular strategic business reviews to align service offerings with their evolving needs, resulting in contracts valued at $2 being renewed.
  • Analyzed market trends alongside client feedback to reshape service offerings, leading to a 85% increase in cross-functional sale opportunities.
  • Analyzed customer churn data to devise solutions that boosted long-term client retention by 28%.
  • Presented detailed client insights to senior stakeholders, resulting in a strategic shift leading to a 27% rise in revenue from key accounts.
  • Mentored and developed a client success team focused on relationship-building, improving cross-functional KPIs by 61%.
  • Worked alongside marketing and sales teams to tailor solutions, increasing conversion rates for new product launches by 54%.
  • Directed the implementation of an automated engagement tool, increasing productivity by 40% in routine customer communications.
  • Collaborated with the product development team to advocate for customer requests which led to 3 feature updates aligned with client needs.
  • Resolved product issue through consumer testing.
  • Successfully negotiated terms with Harbor & Co. Resulting in contract expansion by $10 and a 68% increase in services provided.

Affiliations

  • Association of Information Technology Professionals
  • Toastmasters
  • Client Success Advisory Board Member - Ironclad Systems
  • Executives in Customer Success Association
  • International Association of Customer Service Professionals (IACSP)
  • Global Association of Client Engagement Professionals
  • National Association of Sales Professionals (NASP)
  • Client Account Management Professionals Group
  • Association for Strategic Planning (ASP)
  • Business Relationship Management Institute (BRM Institute)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP) - PMI
  • Certified CRM Professional (CCRMP) - Ironclad Systems
  • Advanced Client-Focused Communication Strategies – Vantage
  • CompTIA A+ Technician
  • Microsoft Dynamics 365 Fundamentals (CRM) - system
  • Certified Client Service Manager (CCSM) - Ironclad Systems
  • Certified Customer Success Manager (CCSM) - SuccessHACKER
  • Foundation Certificate in Customer Success – PracticalCSM
  • CompTIA Security+

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