Senior Customer Success Manager

• Mar 2022 - Present

- Conduct regular check-ins with key accounts to ensure customer satisfaction and identify areas for improvement- Develop and execute strategic account plans to drive customer retention and growthCollaborate with cross-functional teams, including sales, marketing, and product, to ensure customer success- Analyze customer data and metrics to identify trends and opportunities for upselling and cross-selling- Lead customer onboarding and training initiatives to ensure successful adoption of products and services- Act as a trusted advisor to customers, providing guidance and support to help them achieve their business goals- Manage escalations and resolve customer issues in a timely and effective manner- Develop and maintain strong relationships with key stakeholders within customer organizations- Monitor and report on customer health and engagement metrics to senior leadership- Mentor and coach junior members of the customer success team to drive professional growth and development. Show less

Customer Success Manager

• Mar 2021 - Mar 2022

- Build and manage customer accounts and relationships- Research and analyze business and industry trends as well as customer data to develop experience solutions- Onboard and train customers with products- Anticipate risks and conflicts and resolve customer conflicts with empathy and understanding- Work with customers to develop goals and success plans to manage expectations and deliver on positive outcomes

Project Coordinator

• Oct 2019 - Mar 2021

- Created and maintained comprehensive project documentation to monitor and track progress of project. - Facilitated user acceptance testing by organizing, researching, and conducting analysis for project test plan. - Monitored activity and progress of testing by gathering data, tracking information then relaying information back to core project mean all while adhering to a strict schedule and deadlines. Attended project and requirement meetings to gain deeper understanding and perspective for testing efforts. - Worked with a mentor and professionals across the organization to gain direct and relevant experience in the following areas: Project management, systems/operations, employee training. Prepared a project test plan and present work before leadership teams. - Demonstrated a commitment to professional development through participation in educational workshops. - Provided project management assistance related to new system roll-outs impacting the field organization. - Collaborated with subject matter experts and Leadership & Development to assess, design and develop training. Show less

Project Management Intern

• May 2018 - Aug 2018

Customer Relations Representative

• Jun 2017 - Jun 2018

- Advised faculty and students concerning graduate education and University policies and procedures. - Provided excellent customer service through email, telephone, and face to face communication. - Processed forms and monitored student progress to provide accurate records and information. - Hired and trained new Customer Relations Representatives on policy and procedures to ensure a productive and welcoming work environment. - Advised faculty and students concerning graduate education and University policies and procedures. - Provided excellent customer service through email, telephone, and face to face communication. - Processed forms and monitored student progress to provide accurate records and information. - Hired and trained new Customer Relations Representatives on policy and procedures to ensure a productive and welcoming work environment.