Customer Success Implementation Manager

BRET SMITH

Denton, TX, ***** · ********@*****.*** · 214-***-****

WORK EXPERIENCE

SPOTIO, Addison, TX - Senior Implementation Manager Jan 2023-Present

- Effectively manage onboarding processes for our MM and Enterprise customers. Achieved 105% to goal YTD user adoption.

- Collaborate with Account Executives to lead successful Proof of Concept initiatives, resulting in $880,000 new business.

- Won 80% Proof of Concepts with the aid of sales.

- Identify customer pain points and prescribe solutions for success.

- Proficient in optimizing software adoption to meet customer KPI’s.

- Enhance customer satisfaction, foster education, and drive retention.

- Work with Marketing to develop training scripts to onboard SMB customers. Jan 2022-Jan 2023 SPOTIO - Implementation Manager Team Lead

- Oversee end-to-end onboarding process from post-sales to Customer Success Manager encompassing setup, testing, training, and adoption, among other responsibilities.

- Contributed developing internal best practices aimed at ensuring consistency within the Implementation Team.

- Responsible for every account that went through the onboarding program so the team hit 75% target adoption every quarter.

- Collaborate with sales to understand customer needs and expectations. Oct 2020-Jan 2022 - Implementation Manager

- Lead customer implementations and serve as the primary point of contact 108% to target.

- Advance organizational objectives by cultivating strong relationships and establishing a trusted advisor role.

- Participate in the creation of repeatable processes that will scale with the growing number of concurrent implementations our team will need to support resulting in the Mutual Action Plan as a guide of what was needed at what step of the onboarding journey by both SPOTIO and the customer. Birdeye, Inc. Coppell, TX - Customer Success Manager Aug 2018-Oct 2020

- Spearheaded the business utilization and success of the reputation management portfolio across 40+ accounts.

- Build and maintain relationships with customers across multiple industries to ensure success securing the companies first 2 and 3 year renewal in the MM space.

- Partner with customers for client implementation/training, software adaptation, and new feature roll-out at a 95% retention rate.

- Proactively track each account’s progress to identify growth opportunities and provide guidance for best practices using the software with a total ACV of $1 Mil.

OrderMyGear, Dallas, TX - Customer Success/Account Manager Jul 2016-Aug 2018

- Compile and provide detailed analytics and training, marketing materials, assess current business operations, and offer strategic e-commerce solutions for 100+ accounts and their 300+ individual sales representatives/users.

- Build and maintain relationships with customer service reps, sales reps, managers, up to c-level executives.

- Provide strategic recommendations for continuous 30% growth and maintain retention rates of 85%. SKILLS

- 7 Years working at SaaS start-up companies

- Experienced with Excel, PowerPoint, Outlook, Salesforce, G-suite, Jira, Slack, Zendesk

- Training, Onboarding, Product Adoption, Relationship Management, Retention, Trusted Advisor EDUCATION

University of North Texas

Bachelor of Business Administration

Minor in Hospitality Management

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