CompareNetworks, Inc.Manager, Customer Success (imsmart Team)
Mar. 2020 - Sep. 2023Fort Wayne, Indiana, United StatesImplementations
Account Management Customer Success Onboarding •Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
•Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services
•Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
•Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
•Maintain existing customer success metrics and data as directed
•Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
•Collaborate, problem-solve, and/or strategize upcoming client meetings with team members
•Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems. Additional duties: •CMS Maintenance •CMS Training with clients •Maintain CRM •Maintain scheduling for clients & team •Software testing & troubleshooting (Jira)
•Owner of Zendesk, troubleshooting, and resolving issues in a timely manner.