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customer success analyst resume example with 5+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Experienced customer relations professional skilled in lead generation development and sales. Dedicated entry level data analyst professional, identifying efficiencies and problem areas within data streams. Being able to use core analvtical skills to produce the best results for company objectives. Offering experience in related roles, as well as passion for enhancing knowledge and exceeding expectations. Solid team player, with outgoing positive demeanor, and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction, while contributing to company success to increase profitability and drive business results. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Skills
  • Salesforce
  • Microsoft Excel
  • SAP Manufacturing
  • Zendesk
  • Data analysis.
  • Common operating systems.
  • Software proficiency.
  • Technical writing.
  • Project management
  • Data feeds
  • Detail-oriented
  • Data Management
  • Relationship Building
  • Account Management
  • Customer Relationship Management
  • Business Analysis and Reporting
  • Negotiation and Conflict Resolution
  • Excellent Verbal and Written Communication
  • Database Programming and SQL
Experience
10/2021 to 01/2023 Customer Success Analyst Nice Systems | Columbus, OH,
  • Assessed client data from reports to better understand possible renewal risks.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Diagnosing service issues to deliver high quality service via multiple customer contact channels.
  • Provide equipment service and general customer support through successful resolution.
  • Accurately capture the voice of our customers to drive first call resolution across functions.
  • Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
  • Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
  • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
  • Escalate customer issues within established guidelines to ensure timely resolution.
  • Understands performance metrics and apply knowledge to improve quality and capabilities to meet and/or exceed goals. Ensure new/revised processes are understood and immediately applied to customer interactions.
  • You will be the owner of the overall post-sales customer journey (Implementation, Onboarding, and Adoption)
04/2019 to 10/2021 Customer Retention Specialist Brady Corporation | Louisville, KY,
  • Coach and direct Enterprise CSMs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals.
  • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value.
  • Serve as a point of escalation for customer issues, and work directly with customers, CSMs and support to ensure resolutions are met.
  • Meet with key leaders at our customers to help drive value, retention and expansion.
  • Analyze key performance indicators, leveraging tools such as SalesForce.com, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis.
  • Set a strong example of alignment with values, and provide open, constructive feedback to your team.
  • Collaborate cross-functionally with Sales, Services, Support, Product, Marketing, and Engineering to better support customers.
  • Assist with and inform on staff compensation, hiring, and promotions.
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team.
02/2017 to 05/2019 Customer Relations Lead Instacart | City, STATE,
  • Lead the CRM team to develop strategic programs across engagement, growth, and membership initiatives
  • Develop and mentor a team of high performing engagement marketing managers
  • Lead conceptualizing, creating and managing retention and engagement content initiatives via automated and personalized email marketing programs, push notifications, sms, and in-app messaging.
  • Analyze customer data to identify key trends and behaviors and develop targeted messaging and campaigns to drive desired outcomes.
  • Work closely with the product team to identify opportunities to improve the customer experience and develop campaigns to drive adoption of new features and products.
  • You partner with Sales, Marketing and Product teams on the customer journey to enable high retention and expansion.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education and Training
Expected in 05/2024 to to Associate of Arts | Information Technology Georgia State University, Atlanta, GA, GPA:
Certifications
  • Data Analvtics Professional, Google - 2022
  • CompTIA IT Fundamentals+, ComTIA - 2022

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Resume Overview

School Attended

  • Georgia State University

Job Titles Held:

  • Customer Success Analyst
  • Customer Retention Specialist
  • Customer Relations Lead

Degrees

  • Associate of Arts

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