SMS Assist, L.L.C.Customer Relationship Manager
Aug. 2020 - Nov. 2021Led a portfolio of high-priority accounts, acting as the primary point of contact for enterprise-level clients, and ensuring all client needs were met with the highest level of service and satisfaction.
Drove customer success by managing complex client relationships, coordinating with cross-functional teams to resolve service issues, and delivering on all aspects of the client experience.
Increased client retention by 25% through the development and implementation of tailored service plans and proactive communication strategies.
Achieved over $1.2 million in upsell opportunities by identifying gaps in service offerings and presenting additional solutions to meet customer needs.
Managed the renewal process for key accounts, ensuring timely and seamless contract renewals, and negotiated service level agreements (SLAs) to exceed customer expectations.
Developed and implemented customer-specific success plans, providing strategic recommendations to optimize clients’ use of SMS Assist’s platform and services, resulting in a 20% increase in product adoption.
Collaborated with Sales, Operations, and Support teams to ensure customer satisfaction, resolve escalated issues, and ensure effective service delivery.
Utilized Salesforce CRM to track customer health, manage communications, and provide insights on account growth and retention strategies.
Delivered quarterly business reviews (QBRs) to clients, presenting performance metrics, insights, and optimization opportunities, which strengthened client partnerships and drove continued business growth.
Identified and managed customer pain points, working with internal teams to enhance product offerings, streamline processes, and improve the overall customer experience.