Dedicated Customer Success Manager versed in maximizing Customer Success, Consultive Sales, and Key Account Management.
CUSTOMER SUCCESS MANAGER10/2015 to 04/2017ENDURANCE INTERNATIONAL GROUPVancouver, Wa
Create and distribute emails to current customers, announcing new domain extensions, features and account changes
In partnership with Business Development, Marketing and Engineering assessed customer's needs and develop new services and solutions.
Responsible for budget forecasting and revenue growth for VIP accounts.
Monitor and provide support on the implementation of service agreements
Negotiate contracts, draft reports, and provide progress analysis.
Travel to meet with customers and attend conventions
Monitor and provide support on the implementation of service agreements.
Conducted competitive research on competitors products, pricing, and capability
Maintain successful customer relationships.
Provided client education and upsell new features during platform migration.
Developed customer retention strategy that resulted in 20% reduction in customer churn
Build customer relationships to understand current business needs
Formed Partnerships with Business Development to ensure customer requirements were met
DOMAIN REGISTRY ESCALATIONS MANAGER10/2012 to 10/2015ENDURANCE INTERNATIONAL GROUPVancouver, Wa
Acted in partnership with development, engineering, domain operations and customer care to provide information and ensure that customers received excellent customer service.
Manage the daily operations of domain escalation team including hiring and development.
Monitor service levels and prioritize work queues to ensure SLA was met.
Report on service trends, support level, and customer satisfaction metrics; Identify opportunities to improve team performance.
Researched, analyzed and interpreted data to validate or dismiss trends in support levels and customer contacts.
Conduct ICANN compliance reviews, identified risks, and violations and perform root cause analysis. Worked with Legal, Development, and Domain operations to resolve issues.
CUSTOMER TECHNICAL SUPPORT MANAGER07/2010 to 10/2012ENDURANCE INTERNATIONAL GROUPVancouver, Wa
Managed a team of technical support agents; set clear objectives, evaluated performance and installed a high-performance culture with focus on teamwork, service excellence and ownership of resolving customer issues.
Identify,diagnose and correct training deficiencies.
Coordinate support plan during service interruptions and ddos attack.
Work cross-functionally with developers, NOC and technical teams to increase first call resolution by 30%
Counseled and mentored team.
Increased scheduled adherence to 97%
Developed and implemented a new performance metric program and KPI's.
09/2008 to 07/2010FREIGHT BROKER XPO LOGISTICSPortland, Oregon
In-depth knowledge of the freight business including all freight modes (Truckload (TL), Less than Truckload (LTL), Rail, Intermodal, etc.).
Respond to RFP requests and identifying gaps with current carriers to better understand customer needs
Exercised independent judgment and discretion including the full brokerage cycle.
Negotiation of freight coverage, customer and carrier relationship management, price negotiation, and analysis of market trends.
Responsible for negotiating and making final decisions on carrier selection and load tendering for shipments.
Contacting carriers for each shipment to negotiate coverage at the appropriate profit margin.
Documenting all loads covered, ensuring carriers meet company standards and carry appropriate insurance.
Identify and develop customer relationships by interacting with existing and potential customers to develop truckload, LTL, Rail, and Intermodal opportunities that result in commissioned sales.
Maintained relationships and monitor service level of carriers.
INBOUND SALES SUPERVISOR06/2002 to 11/2005COMCAST CABLEBeaverton, Oregon
Interviewed and hired sales associates.
Monitored overall job performance to ensure accuracy, sales productiveness and adherence to company policy and procedures.
Developed and implemented training/education programs to instruct sales representatives in all areas of product knowledge, sales and customer retention.
Maintained knowledge of company and market promotional elements.
Articulate, and Professional Communication Skills
Customer Experience Management
Judgment and Decision Making
Customer Relationship Management
Technical Support Management
Strong Presentation Skills
Sales Software: Salesforce.com
Project Management Software: Asana
Software: Word, PowerPoint, Excel, Publisher
Google: G Suits, Adwords
*Portland Opportunities Industrialization Center