Ciara Turner

314-***-****

ad2b35@r.postjobfree.com

LinkedIn: CiaraNTurner5

Dynamic and results-oriented Customer Success Manager with a proven track record of driving customer satisfaction, retention, and revenue growth. Adept at building and maintaining strong client relationships, delivering exceptional customer experiences, and collaborating cross-functionally to achieve business goals. Seeking a challenging Customer Success position to apply my strategic mindset and customer-centric approach. (Hire her)

EXPERIENCE

Rubicon, Remote - Client Success Team Lead

December 2018-

Customer Engagement and Relationship Management:

●Led a team of customer success professionals, ensuring a high level of client satisfaction.

●Fostered positive relationships with key clients, addressing their needs and proactively identifying opportunities for upsell.

Customer Onboarding and Training:

●Developed and implemented onboarding processes, ensuring seamless adoption of products and services.

●Conducted training sessions for clients, empowering them to maximize the value of the company's offerings.

Retention and Revenue Growth:

●Achieved a customer retention rate of 93% through strategic account management and proactive issue resolution.

●Identified opportunities for upselling and successfully expanded revenue streams within existing accounts.

●Led negotiations and contract renewals, maximizing revenue opportunities and consistently achieving annual sales targets.

Cross-Functional Collaboration:

●Collaborated with sales, product, and support teams to ensure a cohesive customer experience.

●Acted as a liaison between clients and internal teams, facilitating communication and issue resolution.

●Prepared and delivered quarterly client presentations, business reviews, and KPI reports to showcase the value delivered by the company's solutions and drive client engagement.

Deep Green Waste & Recycling, Atlanta Ga - Customer Service Representative

October 2015 - Nov 2018

Customer Success and Relationship Management:

●Effortlessly engage with callers, actively listen, analyze their need, and provide solutions.

●Managed the end-to-end onboarding process for new clients, ensuring a smooth transition to the company's solutions.

●Conducted product training sessions and provided ongoing support to ensure client success.

Data Analysis and Reporting:

●Built reports and dashboards to communicate customer health, retention probability, and overall account effectiveness.

●Utilized CRM tools to track customer interactions, analyze usage data, and generate reports for internal stakeholders.

●Provided clients with regular reports on their account performance and suggested optimizations.

CRM and Data Management:

●Entered and updated clients' and vendors' information in the CRM database, ensuring accurate and up-to-date records.

●Work independently and comfortably navigated multiple applications to research solutions.

Customer Advocacy and Feedback::

●Conducted quarterly site surveys to assess customer equipment and service levels, ensuring alignment with contractual agreements.

●Demonstrated knowledge of new accounts systems database to manage and maintain account information.

●Gathered customer feedback and insights, advocating for product improvements based on client needs.

●Addressed customer concerns promptly, ensuring a positive and collaborative relationship.

SKILLS

●Customer Success and Retention

●Team Leadership and Collaboration

●Operational Efficiency and Process Improvement

●Agile methodologies (Scrum, Kanban)

●Customer Advocacy

●Data Analysis and Reporting

●CRM tools (Salesforce)

●Client Relationship Management

●Effective Communication

SaaS

Language Skills:

Spanish: Intermediate

EDUCATION

Southern Illinois University Edwardsville

B.S Communications -Public Relations

Certifications

OKR- Lean Six Sigma (Jan 2024)

CSM- Coursera (September 23)

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