Experience

Trimble Transportation

• United States
• Software Development
• 400 - 500 Employee

• Customer Success Manager - CSEngage

  • May 2019 - Present

  Responsible for ensuring the success of SMB/Mid-market fleets in their use of our fleet management solution. As opposed to having a lone dedicated CSM, the customer is assigned to a small team of CSM’s that take individual cases through a queue.We are internal advocates for our customers, working with internal partners to ensure that they are experiencing success and seeing value in our fleet management solutions. This includes training on best practices, identifying new product lines or value-added services that may provide functionality they have been looking for, and working with our Support, Project Management, and Sales teams.We also are responsible for proactive outreach to the SMB pool to interact with NPS detractors and at-risk accounts, on top of recording touchpoints for our day-to-day interactions with our accounts.I am also Responsible for a smaller, dedicated book of business, which includes the following responsibilities:o Doing annual, bi-annual, or quarterly business reviews, depending on customer preference.o Tracking customer health and outreach using Totango.o Having discussions on growth, adoption, and value.o Setting regular cadence of meetings per the customer’s request.o Cross-organization communication with internal partners to create new opportunities for growth. Show less

• Technical Support Representative

  • Feb 2018 - May 2019

  Responsible for working with a diverse customer base to find the best resolution for issues that may arise with various systems.Use soft skills to navigate through troubleshooting effectively and quicklyWork cohesively with multiple internal departments to reach the best customer-focused resolutionsProvide coverage across multiple business lines and formats of Customer SupportTrain new employees to ensure success in their respective rolesNotable Accomplishments: Was point contact for ELD and APU checks outside of normal business hours and acted as interim lead when needed Show less



Atomic Recycling LLC

• United States
• Construction

• Customer Service Representative

  • Jul 2016 - Jan 2018

  Follow construction waste dumpster orders from request through the delivery of Ensure timely order completion Track dumpster liner inventory Perform quality control checks on driver paperwork Execute timecard audits Follow construction waste dumpster orders from request through the delivery of Ensure timely order completion Track dumpster liner inventory Perform quality control checks on driver paperwork Execute timecard audits