Customer success

Professional Training & Coaching Professional Norris City, Illinois, United States

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Summary

Results-driven CS professional with 2+ years of technical customer-facing experience combined with a 20+ year tenure in education/training. Builds strong client partnerships and achieves desired outcomes by developing a deep understanding of business objectives and challenges, and then providing targeted customer success plans to overcome obstacles and drive success. Well-versed in customer success platforms to effectively track customer engagement, measure key metrics, and identify areas for improvement to drive adoption, retention, and expansion.

Key Highlights
-Established Success Plans and relationships with account POCs/key stakeholders at all levels (recruiters to C-Suite) and held monthly
and ad-hoc meetings.
-Conducted post-onboarding tech audits and worked with clients to drive adoption and data health, find efficiencies, learn best practices,
achieve business goals, and maximize ROI.
-Served as core POC/SME for account management. Collaborated across all departments including Sales/Account Managers, Solution
Consultants, Support, Specialty Customer Success Consultants, and leadership.
-Strategically developed relationships across all internal departments to collectively work towards company goals.
-Provided feedback to enhance the direction of the product roadmap based on clients needs and identified opportunities.
-Conducted continuous review of client accounts and presented Monthly Business Review based on book of business. Identified risks,
opportunities, trends, and successes.
-Pursued unstall efforts, developed plans for churn at-risk accounts and to drive renewals.
-Consistently met or exceeded KPIs and Core Values during quarterly/semi-annual/annual review cycles.

Expectations

I am looking for a role as a Customer Success professional within a tech company where I can build relationships with customers while helping them with process improvement, coaching, and technology implementation.