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Work Background
Riskonnect, Inc.Customer Success Manager
Dec. 2021United StatesBuild and maintain deep relationships with C-level executives and key decision-makers, driving customer advocacy and helping identify opportunities for further value delivery.
Utilize Salesforce to track key customer metrics, monitor health scores, and manage the overall customer lifecycle, ensuring timely and accurate forecasting.
Manage customer accounts with a focus on onboarding, adoption, and satisfaction, ensuring customers achieve measurable business outcomes using Riskonnect's platform.
Collaborate with the Customer Support and Technical teams to resolve issues, escalating critical concerns and ensuring timely resolutions.
Drive product training and enable customers to achieve deep product knowledge, leading to improved usage and customer satisfaction.
Implement and monitor customer health scores using Salesforce to proactively address risks and drive higher retention.
Contributeto the creation of customer-facing materials, including best practices, case studies, and webinars, to support customer success efforts.
Play a key role in quarterly business reviews and customer success planning, aligning customer goals with product features to ensure ongoing satisfaction.
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.
Meats by Linz,Inc.Customer Service Manager
Nov. 2012 - Aug. 2020• Establish client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients to ensure satisfaction
• Secure high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
• Develop highly empathetic client relationships while earning a reputation for exceeding service standard goals
• Address problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction
• Investigate and resolve customer inquiries and complaints in an empathetic manner
• Negotiate short- and long-term contracts with sales associates, franchisees and customers
• Document account activities and generate sales reports
• Provide excellent service and attention to customers in face-to-face encounters and through phone conversations
• Create training guides and in-person and online training courses to improve customer user experience
SodexoResource Food Manager
Jun. 2011 - Oct. 2012Confidently managed the overall operation of patient food services including financial management, quality assurance, patient care, safety risk management, teammate satisfaction, quality index scores and facility maintenance.
Supervised and trained a team of 50 food service associates on the use of equipment, food handling, and portion sizing.
Led the facility Food Service staff and consultants in producing a business plan that focused on all aspects of facility operations, including setting priorities and job assignments.
Closely collaborated with management team to make necessary improvements and satisfy resident needs.
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