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Skills

  • Budgets
  • Customer-first culture advocacy
  • Client Onboarding Optimization
  • Organization
  • Forecasting customer needs
  • Customer-Centric Product Development
  • Client health score tracking and management
  • Regulatory compliance
  • Agile methodologies
  • Associated Press style

Work Experiences

  • Achieved a 20% growth in product utilization.
  • Conducted strategic upsell conversations.
  • Had an excellent attendance record and was always on time for work.
  • Contributed to a 32% decrease in customer complaints.
  • Achieved a 81% increase in retention.
  • Achieved upsell growth over 18 months.
  • Achieved a 21% decrease in reactive support cases.
  • Analyzed customer usage trends.
  • Answered 7 calls per several months to help customers with their questions and concerns.
  • Boosted renewal rates by 82%.

Summaries

  • Boosted adoption rates of QuickBooks by 35%.
  • Consistently drove 2% ARR growth.
  • Adept in post-launch success for multinational clients, having increased retention rates by 41% in Phoenix through meticulously coordinated onboarding and program execution.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Bridged the gap between client feedback and product teams.
  • Accomplished Senior Client Success Manager with a history of achieving 41% contract renewals and elevating annual recurring revenue (ARR) by 12% through strategic upsell and retention efforts.
  • Client-focused Senior Client Success Manager with a track record of improving NPS scores by 17-15 over 18 months. Strong background in strategic account management and cross-functional collaboration.
  • Achieved 2% retention post-acquisition.
  • Addressed key concerns and needs.
  • Accomplished Senior Client Success Manager.

Accomplishments

  • Maintained a 80% CSAT (Customer Satisfaction Score) across a portfolio of 7 accounts, ensuring retention and deepening product usage.
  • Collaborated with team of 10 in the development of process.
  • Recipient of the Employee of the Year for maintaining top-tier customer satisfaction and delivering exceptional client experience over 6 months.
  • Championed customer advocacy initiatives, which reduced churn by 38% over one year and helped drive long-term customer relationships.
  • Conducted QBRs and performance reviews for 15 global clients, aligning business outcomes with client KPIs and ensuring contractual objectives were met.
  • Identified actionable customer data trends that drove the development of new features, which contributed to a 45% improvement in product-market fit.
  • Secured Lean in initiative, enhancing my ability to deliver value-added customer success services aligned with industry best practices.
  • Led cross-functional training initiatives that upskilled 13 team members, increasing operational efficiency by 46% over one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactively engaged with client stakeholders to prevent churn, leading to 33% renewal and expansion on key enterprise accounts.

Affiliations

  • Agile Alliance
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute
  • Association of Information Technology Professionals
  • Panel Speaker – metric User Conference
  • Women in Customer Success Summit Group
  • Scrum Alliance - Certified ITIL
  • American Marketing Association
  • Customer Success Association (CSA)
  • Association of Strategic Alliance Professionals (ASAP)

Certifications

  • Customer Experience (CX) Certification from Forrester
  • Customer Centricity Certification by Northwestern University
  • Upsell and Cross-Sell Mastery Certificate by Winning by Design
  • Net Promoter Masterclass Certification from Cedar Works
  • Client Success Escalation Management Certification from Harbor & Co.
  • CompTIA Security+
  • Project Management Professional (PMP) from PMI
  • Customer Relationship Management (CRM) Certification from Workday
  • Advanced Customer Success & CRM Strategies by LinkedIn Learning
  • Cisco Certified Network Associate (CCNA)

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