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Work Background
RasaSenior Customer Success Manager
Jan. 2023As a Senior Customer Success Manager at Rasa, I focus on ensuring the long-term success and satisfaction of key clients by acting as their trusted advisor. My responsibilities include managing high-value accounts, understanding each client's unique needs, and delivering customized solutions that drive engagement, retention, and growth. I play a pivotal role in onboarding new clients, conducting regular check-ins, and identifying opportunities for upselling and cross-selling. By collaborating closely with internal teams, I help resolve any issues that arise and leverage data-driven insights to enhance the customer journey. My goal is to ensure that clients achieve their desired outcomes with our products or services, and I bring a wealth of experience in managing enterprise-level clients, along with strong communication, relationship-building, and problem-solving skills.
OversightSenior Client Success Manager
Apr. 2021 - Oct. 2022
LeaseQueryProduct Analyst
Mar. 2020 - Apr. 2021I partner with other stakeholder teams across business units (i.e., sales, accounting, solutions) to develop necessary reports and documentation in a collaborative way, communicating effectively and efficiently with production, managerial, and executive teams
Evaluate, analyze, and communicate systems requirements on a continuing basis, and maintain systems processes, including the delivery of monthly status reports to all appropriate parties
Author and update internal documentation, and formally initiate and deliver requirements and documentation
Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from team members and managers with supporting research and recommendations
LeaseQueryCustomer Solutions Manager- Team Lead
Jun. 2019 - Mar. 2020I acted as Team Lead to coach a team of CSMs on approaches to customer satisfaction through soft skills and product knowledge.
• Client contact and advocate for book of LeaseQuery’s customer base with a majority landing in its Top 100 ARR. • Managed and negotiate customer renewals valuing an annual recurring revenue of $1.5 million.
• Encouraged adoption of the LeaseQuery platform through engaged customer usage, increasing product knowledge and awareness, and fostering customer satisfaction.
• Lead webinars and virtual training's as a subject matter expert for the LeaseQuery platform.
• Provide guidance on Lease Accounting Principles under new and old US GAAP, US GASB and IFRS accounting standards based upon the LeaseQuery platform. Worked cross-functionally with internal departments to innovate the customer experience and translate customer trends and needs.
• Developed and created Customer Solutions departmental processes such as pipeline reviews, CS playbooks, and interviewing procedures.
• Client escalation point for customer concerns and challenges
LeaseQueryCustomer Solutions Manager
Mar. 2019 - Mar. 2020
Optima Healthcare SolutionsCustomer Success Manager
Jul. 2017 - Mar. 2019Alpharetta, GAI coordinated customer success, developing consultative relationships, facilitating streamlined post-implementation transitions, and tailoring project plans to ensure the satisfactory achievement of customer goals throughout the entire partnership.
• Managed more than 30 accounts valued at $3m total, including reference program.
ElsevierCustomer Engagement Analyst
Jun. 2014 - Jul. 2017Greater Atlanta AreaI spearheaded solution development for process and system challenges, collaborating with sales management to ensure consensus while identifying expansion opportunities. I optimized customer success rates by identifying training needs and best practices and conducting effective onboarding sessions.
• Oversaw $7m portfolio, including second largest account in company; instrumental in sale of $250k software account.
• Designed and delivered software system training to more than 150 hospitals and hospital systems.
Rollins, Inc.Client Service Customer Coordinator
Nov. 2013 - May. 2014I cultivated client relationships and coordinated updates promptly and efficiently, overseeing all facets of internal and external metric reporting processes. I served as the primary point of contact for high-value clients, identifying appropriate upselling opportunities. I reviewed project plans detailing equipment needs, scheduling, and costs. • Boosted customer score cards from 20% to 96% within four months by creating and implementing effective processes and playbooks for process management workflow.
• Supervised team of customer coordinators, coordinating work flow and prioritizing and delegating tasks, providing motivation and direction to create positive work environment.
• Developed end-to-end process to help manage customer website, billing and collecting more than $90k from troubled customer.
Rollins, Inc.National Account Administrator
Jul. 2009 - Nov. 2013I directed record-keeping for national accounts, reporting sales figures and re-occurring business records to the vice president; I supported account managers in developing and completing RFPs, COIs, and competitive bids. I also facilitated quarterly team meetings and managed the budget.
• Managed multiple reports, including Profit and Loss reports for two departments, personnel files, and vendor contracts.
• Coordinated logistics for tradeshows and sales meetings, including travel arrangements and calendar management for senior executives.
• Calculated and maintained all bonus and commission plans for 13 business development/national account managers.
Rollins, Inc.Client Services Data Admin for the Pacific & Midwest Divisions
Jan. 2008 - Jul. 2009Supervised the external customer Add-ons and Odd Job requests for all Orkin Branches in my Divisions.
Was the Rollins/Orkin Client Services lead point of contact for The Midwest and Pacific Divisions as well as the Deleware Region which consists of over 100 Orkin Branches as well as several Western Branches.
Assisted National Account Sales Reps on various high maintenance Orkin National Account customers
Conducted all other duties assigned to me by my manager.
Rollins, Inc.IT Purchasing Analyst
May. 2007 - Jan. 2008Ordered, received and supplied Laptops, Desktops, Software and other IT equipment to Orkin branches and Home Office staff.
Worked closely with company approved prime vendors on purchases and invoices.
Provided assistance to the ITC Desk Top Support staff on hardware and software requirements for all company wide computers.
Conducted all duties assigned to me by my supervisor and assisted the Rollins Desktop Support Staff with competency and efficiency.
United States Air ForceMedical Logistics
Dec. 2003 - Oct. 2008Ordered, received and supplied medical materials to the base medical facility and its staff
Coordinated transportation with various air bases for wounded personnel and personnel returning from overseas
Conducted all duties assigned to me in a manner befitting the professionalism and integrity of the United States Air Force.
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