Bridgeway Benefit TechnologiesSenior Customer Success Manager
Oct. 2019 - Oct. 2023Owned and grew relationships internally and externally with key client and customer stakeholders in order to address, manage, and resolve escalations, achieve mutual objectives and business deliverables.
Drove strategic direction for core customer benefits administration software and business needs, resulting in new product installations and customer software optimization
Managed and grew a large portion of our Key Customer base, building and growing C-level customer relationships. Owned and developed many PSO process improvements (including the creation of new templates and process documentation for internal resourcing, resulting in a streamlined process across delivery groups with limited resources and capacity as well as project lifecycle management within Professional Services)
Onboarding and mentorship of Customer Experience Managers
Partnered with CEO and execs to create and manage departmental vision, encompassing additional business opportunities, operational improvements, role restructuring, and employee retention
Identified business requirements and solution selling resulting in system optimization, additional value, providing clients with the ability to solve complex business challenges for their organizations, staff and member base