Senior Customer Success Manager

• May 2023 - Present

Senior Customer Success Manager

• Jul 2022 - Mar 2023

- Manage $3 million in client revenue in NAM, LATAM, and Spain by providing exceptional customer success management to ensure high engagement and retention rates.- Coordinate smooth onboarding for new clients by developing and executing successful launch plans and platform navigation, resulting in a 95% customer satisfaction rate.- Conduct presentations to provide insightful onboarding, ensure launch and usage, inform of platform updates, and best practices to market the platform to the client audience.- Handle client questions, concerns and escalations to meet contractual expectations and preserve client relationships- Collaborate with internal teams to improve processes, product usage, feature request demand, potential roadblocks, and overall improvements in teamwork, resulting in a 30% increase in cross-functional collaboration.- Maximize employee performance with hands-on training and close mentoring, resulting in a 20% increase in employee satisfaction rates.- Assist CS Director in leading team meetings, driving positive team culture, talking through weekly pain points, and sharing operational data.- Host webinars, create training videos, and run CS team meetings with cross-functional teams to improve customer engagement, resulting in a 25% increase in customer retention rates Show less

Customer Success Manager

• Jul 2021 - Mar 2023

- Develop and build strong relationships with key stakeholders, daily users, and team- Effectively onboard, launch, and ensure client satisfaction and engagement- Champion client pain points and provide internal feedback for updated solutions/resolve bug issues- Coordinate ongoing engagement with client to discuss; best practices, marketing and analytics for overall client ROI- Report to VP, Customer Success to implement a structured account retention and growth strategy- Collaborate with leadership and external team members (Sales, Support, and Product Team)- LATAM; partner with 3rd party vendor; coordinate and host onboarding, trainings, pitching sales, translate documents, and more Show less

Social Solutions Consultant, LATAM

• Jan 2021 - Jul 2021

- Answered customers' questions about services, prices, and credit terms, resulting in a 90% customer satisfaction rate. - Created and delivered effective presentations to individuals and groups of potential clients, resulting in a 25% increase in lead generation.- Connected with established and potential customers regularly to offer services, and answer questions, resulting in a 20% increase in customer acquisition rates.- Optimized lead generation with multi-channel pipelines for customer acquisition in LATAM, resulting in a 15% increase in customer acquisition rates. Show less

Client Success Manager, Social Division

• Jan 2020 - Jan 2021

- Managed and developed $900k in NAM and LATAM by providing exceptional customer success management and cross-selling add-on services and renewals with existing customers. - Answered customers' questions about services, prices, and credit terms.- Created and delivered effective presentations to individuals and groups of potential clients.- Connected with established and potential customers regularly to offer services, answer questions and finalize contract details.- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs. Show less

Client Success Manager

• Aug 2018 - Jan 2020

- Supported and cultivated a $7.1M Enterprise portfolio- Enhanced relationships with key stakeholders and daily administrators.- Managed customer portfolio to drive product and service adoption according to business roadmap to improve customer experience and foster satisfaction.- Established high level of technical and business acumen, professionalism and trust across multiple customers.- Served as point of contact for team of supervisors, owning complex and escalated issues.- Event Coordinated networking client events; topics were exploring the #MeToo movement, Leader in Culture, and Positive Workplace seminar. Show less

Client Success Associate/Office Manager

• Aug 2017 - Jul 2018

- Account Manage/Support 20 accounts globally - Produce, analyze, and share data analytics - Discuss content coverage and highlight new initiatives - Manage day-to-day client communications, i.e. inquiries, projects, and moreOffice Manager/CEO Assistant: - Answering phone calls and directing them to the appropriate person or department- Responding to emails and other correspondence in a timely manner- Scheduling appointments, meetings, and conference calls- Managing calendars and keeping them up-to-date- Ordering office supplies and keeping track of inventory- Filing and organizing documents, both physical and digital- Processing and distributing incoming and outgoing mail and packages- Greeting visitors and directing them to the appropriate person- Coordinating travel arrangements, including booking flights, hotels, and rental cars- Assisting with event planning and coordination, such as company parties or client meetings- Monitoring and ordering office equipment, such as computers, printers, and phones- Maintaining a clean and organized office space. Show less

Account Manager

• Aug 2014 - Aug 2017

- Managed regional accounts of 150+ accounts, national and international - Responsible for heavy inbound and outbound phone and email communications - Up-sell orders by offering specials, services, and pre-owned machinery - Work alongside Business Development to run trade-show events and visit clients on-site - Liaison between Finance, Marketing, Business Development, and Logistics to provide the client with a successful experience when working with the company and our services - Managed regional accounts of 150+ accounts, national and international - Responsible for heavy inbound and outbound phone and email communications - Up-sell orders by offering specials, services, and pre-owned machinery - Work alongside Business Development to run trade-show events and visit clients on-site - Liaison between Finance, Marketing, Business Development, and Logistics to provide the client with a successful experience when working with the company and our services

Senior Administrative Assistant

• Dec 2011 - Apr 2015

- Coordinated and managed the calendar of the 2 Managers, scheduling interviews, appointments, and meetings as needed - Conducting research and providing analysis to assist in decision-making - Managing and prioritizing incoming communication (mail, email, phone calls) for executives - Assisted in streamlining team processes to increase overall efficiency, while also evaluating staff performance regularly - Serving as a liaison between executives and internal/external stakeholders - Maintaining confidentiality of sensitive information and handling it appropriately - Arranging travel and accommodations for executives - Preparing and editing correspondence, reports, and presentations - Greeted and provided support to clients, interviewees, and management team members, as well as attended to Front Desk responsibilities - Managed various clerical duties including answering phones, handling emails, and maintaining digital and physical files - Assisted in streamlining team processes to increase overall efficiency, while also evaluating staff performance regularly - Handled a high volume of inbound and outbound calls, including conducting phone interviews and scheduling appointments for applicants and team members - Mentored and trained administrators across the country by implementing motivational coaching tactics and providing ongoing support - Conducted both phone and in-person interviews to identify qualified candidates for various positions - Recruited top talent for sales teams that worked with high-profile corporations, including Power Home Remodeling and Verizon Fios Show less

Guest Relations

• Mar 2010 - Apr 2012

- Welcome guests, provide exceptional service and address any concerns. - Take on manager's responsibilities and work directly with the management team. - Setup and coordinate daily schedule, for management team and staff. - Maintain office systems, including data management and filing. - Communicate with guests via phone and email. - Train newly hired Guest Relations Experts on procedures and company policies. - Coordinate interviews for potential candidates. - Screen phone calls, inquiries and requests, and handle them when appropriate - Maintain neat, organized and safe front work space. - Perform bank deposits and withdrawals according to established policies. - Ensure guest transactions are processed promptly and accurately. - Ensure that merchandise is properly priced and labeled. - Create signage to reflect in-store promotions. - Investigate guest problems and resolve any issues quickly and effectively. - Maintain supply inventory by checking stock to determine inventory level; anticipating needed supplies; partnering with management to place and expedite orders for supplies. Show less