Customer Success Manager

DeNielle Powell-Anderson

C: 310-***-**** * **********@*****.***

PROFESSIONAL SUMMARY

Client-focused Customer Success Manager with more than 7 years of managing complex projects and driving productivity improvement.

Key member of executive-level escalation team that manages strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at risk accounts.

Able to build excellent relationships with customer base to maximize customer retention.

Passionate about teaching/instilling knowledge in others/training.

Knowledge of and experience with technology deployments.

AREAS OF EXPERTISE

Project Management

Team Building/Leadership

Public Speaking

Quality Assurance/Control

Brainstorming/Research

Customer Service/Support

Process Change Improvement

Performance Management

Conflict Resolution

Creative Problem Solving

Negotiation / Persuasion

TECHNICAL & SOFTWARE

Microsoft Office

Microsoft Exchange/OWA

Live Meeting/WebEX

Salesforce (CRM)

Adobe Photoshop

CISCO Agent

Ektron CMS

Mac OS / Windows XP -10

Slack/ HipChat/ Messenger

PROFESSIONAL EXPERIENCE

Customer Success Manager / Support Technician, 06/2012 to 05/2017

Advisor Launchpad – Hermosa Beach CA

Helped a team of 30 to reclaim growth and profitability to a formally declining division(AdvisorSquare).

Maintain a high level of client satisfaction while supporting Advisor Launchpad's strategic priorities. This includes being the main point of contact for the client as projects transition from sales, being the conduit between development and the client, communicating project updates and managing expectations.

Partner with our account management team to identify up-sell opportunities, references, and case studies.

Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer.

Used Salesforce and Jira as our cloud systems and databases.

Hosted weekly status calls as well as ad hoc meetings as requested to ensure client satisfaction in an ever changing environment.

Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way.

Mentor and train other technical support staff on technical and procedural matters.

Set team goals, perform audits, and provide counseling, training, and coaching to foster improved performance.

Establish and retain strong working client and interdepartmental relationships.

Support and provide feedback to development for new product initiatives.

Provide technical support for DNS and IP migrations.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals by consistently achieving a 98% customer satisfaction via client surveys.

Associate Client Service Manager, 01/2012 to 06/2012

Symantec Corporation – Torrance, CA

Provide lead technical services for the analysis, design, and development of websites.

Test and develop resolution plans for technical problems, communicating needs to customers and upper management.

Met all customer call guidelines including service levels, handle time and productivity.

Coordinate website and knowledgebase content updates.

Managed and documented client contacts in Salesforce.

Serve as a core contact person for key accounts and act as an escalation point for client issues in an ongoing service model.

Monitor and log all client communications, processing request and documenting changes.

Present solutions to enhance the design and search engine visibility of client websites.

Troubleshoot and support software solutions for POP3/IMAP Email Hosting, and DNS for desktop and mobile applications.

Client Services Administrative Assistant, 12/2008 to 01/2012

Live Office LLC – Torrance, CA

Implemented directives from management that align with various department goals.

Maintained working relationships with technical and administrative internal resources.

Generated and distributed business and technology reports.

Completed administrative tasks including expense reports, maintaining calendars and scheduling meetings.

Monitored key accounts and report on trends and RFPs.

Brainstormed and troubleshoot for client needs and recommend appropriate services.

Internship, Outreach and Community Experience, 08/2010 to 06/2013

American Cancer Society – Long Beach, CA

Worked directly with the Director of Community Mission for ACS Long Beach office.

Obtained and provided information of early prevention, early detection, and treatment of cancer.

Assisted in maintaining working relationships with community based organizations.

Organized and participated in Relay for Life events, Long Beach Gala, and Making Strides against Breast Cancer.

Health educator and public speaker.

Program planning.

Education

Bachelor of Science: Health Care Administration, 2013

California State University Long Beach – Long Beach, CA

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