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Professional Summary
Experienced Customer Success Manager with over 6 years of experience in IT Industry. Excellent reputation for resolving problems and improving customer satisfaction. Recognized consistently for performance excellence and contributions to success. Strengths in customer service and critical thinking backed by training in business management.
Skills
Key accounts development
Client service opJessicaization
Pipeline development
Account development
Systems and software programs
Upselling
CRM Systems (SalesForce and ConnectWise)
Relationship building and management
Technical Support
Account Onboarding
Work History
06/2021 to CurrentCustomer Success ManagerPaypal | New York City, NY,
Created customer support strategy to increase customer retention.
Managed successful negotiation of long-term contract renewals with business owners and key stakeholders.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Facilitated penetration of key accounts via strategic planning initiatives.
Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Gained customer acceptance by demonstrating cost reductions and operations improvements.
Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
Identified sales opportunities by assessing environment and devising and implementing winning strategy.
Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Worked with SMB customers to understand needs and provide excellent service.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
Contributed to annual revenue goals by selling new services and developing new accounts.
Managed book of business across 300 accounts from initial onboarding through renewal
11/2015 to 02/2021Software Consultant – Business Knowledge SpecialistAce Hardware | Castro Valley, CA,
Provide Consultation and Troubleshooting for Professional Services Automation SoftwareInvestigated and addressed Software system issues to enhance usability and improve functionality.Proctored training via in-person and online venues for Software SuiteServed as primary liaison between software customers and development team, relating feedback and concerns for future patch cycles.Offered software-related technical support through various communications channels, including Phone, Email and Chat.Developed complex solutions to all business problems along with customer engagements by detailed analysis, negotiation and coordination with main decision makers.Operated within cross-functional environments, coordinating multi-disciplinary teams to avoid redundancy and reduce dependencies.Aided in Software implementation for clients in MSP/TSP Industry, providing setup and initial training services.Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.Documented procedures and business processes and shared information with appropriate stakeholders.
09/2009 to 08/2015Assistant Manager OperationsGas Distribution Systems, Inc | City, STATE,
Managed Operations in parts/equipment Ecommerce BusinessFront Office Responsibilities included; sales, technical support, purchasing, logistical support, call center management, and email support / lead generationHandled Inbound Sales and Customer Service aspect of small business via phone and emailGenerate/Deliver Quotes, Lead Jessicae/Scheduling, Resolve Conflicts and Disputes in accordance with company standardsBack office responsibilities included shipping/receiving, inventory management, warehousing, maintain extensive product catalogue on company websites/stores, and minor repair/service of equipmentAssisted in managing 13 retail websites with diverse product offering of appliances and partsConsistently used QuickBooks, MS Office, and Logistical Software.Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.Used consultative sales approach to understand customer needs and recommend relevant offerings.Identified prospects' needs and developed appropriate responses along with suitable information on products and services.Provided sales and customer service assistance to walk-in trafficMaintained sense of urgency in answering customer questions and requests through email or voice messagingDuring tenure increased overall revenue from 1.2M to 2M through effective salesmanship and great negotiation skills.
Education
Expected in Bachelor of Science | Business Administration And ManagementUniversity Of Minnesota - Duluth, Duluth, MNGPA:
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School Attended
University Of Minnesota - Duluth
Job Titles Held:
Customer Success Manager
Software Consultant – Business Knowledge Specialist
