Customer Success Manager

JENNIFER L. MOORE

Address: Middleboro, MA *****

Phone: 857-***-****

E-mail: ad1pqm@r.postjobfree.com

Adaptable Customer Success Manager with a diverse IT background, strong network knowledge, and expertise in Software as a Service (SaaS). Acknowledged for effectively prioritizing and managing client program requests and projects, consistently surpassing KPIs and success objectives. Skilled in facilitating renewals, promoting collaborative teamwork, cultivating valuable relationships with both internal teams and clients, and successfully managing a geographically diverse service technical team of engineers. Known for a positive win-win leadership style that drives organizational success through constructive engagement, a collaborative mindset, and a relentless focus on delivering top-tier customer satisfaction and fostering business growth. Enthusiastic about leveraging my skills and dedication to elevate your company to new heights.

Work History

01-2023 – 10-2023

Customer Success Manager

North Light IT, Stoughton, MA

Monitored metrics and developed actionable insights to improve efficiency and performance.

Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Played instrumental role in client satisfaction by working with internal teams for proper resolution of service issues.

Monitored customer progress and addressing customer inquiries with timely and accurate updates.

Expertly liaises between VIP clients and engineering teams for exceptional service delivery.

Maintained a high level of customer satisfaction by collecting and structuring client feedback & worked closely with internal teams to prioritize requests.

Utilized customer feedback to inform changes and improvements to customer success plans.

Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

08-2018 – 01-2023

Service IT Specialist

North Light IT, Stoughton, MA

Provided technical support for our top clients, which included handling all software and hardware related issues.

Provided field support for projects, incidents, installations, and technical assistance.

Troubleshooting to determine problems for operating systems, VPN, applications, remote access, email, telephone, and wireless issues.

Developed strategies for efficiencies in the service delivery process including checklists and documentation.

Configured hardware, devices, and software to set up workstations for employees.

01-2017 - 05-2018

IT Technical Support

Massasoit Community College, Brockton, MA

Configured hardware, devices, and software to set up workstations for employees.

Managed the Footprint's ticketing system through entering, updating and monitoring tickets to ensure they are addressed in a timely fashion.

Provided remote support for faculty across the three campus locations.

Responded to support request from end-users and patiently walked individuals through basic troubleshooting tasks.

09-2004 - 10-2013

Practice Manager/ Ambulatory Supervisor

Tufts Medical Center, Boston, MA

Oversaw and managed all clinical and administrative operations for the practice.

Responsible for training, performance evaluation, coaching and development for staff, which included administrative staff, nurses, and technicians.

Provided executive support for the Director and two Co-Directors, which included calendar management, and travel and entertainment arrangements.

Responsible for hiring, training, performance evaluation, coaching and development.

Education

A.S: Computer Information System – Computer Programming

Massasoit Community College - Brockton, MA

Networking Specialist Certificate

CISCO Networking Academy – Massasoit Community College - Canton, MA

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