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Skills

  • Consultative sales techniques
  • Client business impact review creation
  • CRM management (Power BI)
  • Client feedback collection and analysis
  • Customer onboarding
  • Business operations
  • Regulatory compliance
  • Account management for 16+ clients
  • Requirements management
  • Customer success metrics tracking

Work Experiences

  • Prepared cost estimates by studying customer documents and consulting with project managers.
  • Achieved renewals with a 82% success rate in 2018.
  • Collaborated with cross-departmental teams to create a knowledge base that reduced average time-to-resolution on common issues by 44% minutes.
  • Looked at marketing data such as market trends, competitor performance, and product advantages.
  • Assisted with market research activities such as the development of metrics and requirements, as well as risk management.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved 75% improvement in feature adoption.
  • Had an excellent attendance record and was always on time for work.
  • Advised over 11 enterprise clients on best practices for deploying Jira, improving client ROI by 66%.
  • Advised over 18 enterprise clients.

Summaries

  • Based campaigns on usage trends.
  • Customer Success Specialist with 16 years of successful quality assurance and budget management experience.
  • Helping customers understand product offerings by combining deep technical knowledge with strong communication skills.
  • Friendly and outgoing, with a natural ability to forge important bonds through communication, customer service, and negotiation.
  • Boosted internal team efficiency by 38%.
  • Advocates for clients by gathering feedback.
  • Clear understanding of risk assessment and performance reporting as well as risk assessment training.
  • Dedicated to understanding customer needs and developing unique solutions in order to build rapport and maintain loyal customer relationships.
  • Sales Engineer with exceptional consultative sales skills to assist customers in resolving technical issues.
  • Within Miscellaneous, senior Customer Success Specialist and outstanding performer in risk assessment and process improvement.

Accomplishments

  • Designed interactive self-service tutorials, increasing engagement among new users by 24% within framework.
  • Improved renewal forecasting accuracy by implementing a predictive model, which reduced churn by 25% over several months.
  • Instrumental in upselling key accounts, generating $210,000 in new business within 6 months.
  • Steered high-priority issue resolution across multiple teams, which led to a 63% drop in major account escalations.
  • Collaborated with team of 17 in the development of initiative.
  • Serve as a key point of contact for customer escalations, resolving 6 issues per month and improving client satisfaction by 30% points.
  • Led continuous improvement initiatives for the customer success function, driving down customer support costs by $101,000 annually.
  • Designed and executed a continuous feedback loop from customers to product teams, resulting in framework.
  • Developed and implemented a customer segmentation strategy to personalize outreach, achieving 33% higher engagement rates.
  • Achieved Lean in program, improving troubleshooting capabilities and accelerating issue resolution for customers.

Affiliations

  • Customer Engagement Professionals Network
  • National Association for Sales Professionals (NASP)
  • American Medical Informatics Association
  • Project Management Institute
  • Society for Customer Success Leaders
  • Global Customer Success Network (GCSN)
  • HubSpot User Group (HUG)
  • CSM Forum: Customer Success Leaders
  • Association for Customer Loyalty
  • Society of Human Resource Management

Certifications

  • Project Management Professional (PMP) - PMI
  • Customer Client Strategy Specialist - Pragmatic Institute
  • Pendo Essentials Certification - Pendo
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Zendesk Support Administrator Certification - metric
  • Product-Led Growth Fundamentals Certification - ProductLed
  • Certified Customer Success Manager (CCSM) - SuccessHACKER

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