Joi Wickes ad2fka@r.postjobfree.com • 980-***-****

https://www.linkedin.com/in/joiwickes/

Charlotte, NC 28079

Customer Success Manager

Accomplished and growth-focused professional with extensive experience in enhancing client satisfaction and fostering long-lasting business relationships.

Excel in orchestrating timely and flawless delivery of new products and services to valued clients. Track record of comprehending motivation, business drivers, strategic goals, and desired business outcomes for portfolio of customers. Proficient in exceeding revenue targets and driving business growth through strategic relationship management. Skilled in gathering requirements, formulating delivery approaches, and contributing to development of post-sale engagement plans. Adept at conducting market research and analysis to identify emerging trends, competitive threats, and growth opportunities. Solid leadership, people management, and interpersonal communication skills that boost effective teamwork synergies across diverse functional teams.

Core Competencies

Account Management

Customer Feedback Analysis

Client Relationship Building

Product Knowledge

Customer Satisfaction

Project Management

Cross-functional Collaboration

Conflict Resolution

Training & Education

Professional Experience

Gloo – Charlotte, NC (Remote) 2020 to Present

Customer Success Manager

Manage post-sales customer experience, encompassing onboarding, training, and relationship management for B2B marketing and data analytics SaaS platform provider. Participate in diversity and inclusion team to foster positive company culture. Streamline internal processes and documentation to include new offerings. Oversee church account book of business across all 50 states virtually and onsite. Drive product adoption and utilization through consultative onboarding, webinars, and monthly account health assessments. Facilitate demos and product training for church enterprise leaders.

● Enhanced revenue via product expansion and upselling.

● Contributed to platform improvement by providing customer and user feedback to product team.

● Promoted hybrid onboarding approach by blending digital and personalized outreach in quarterly touchpoints.

● Collaborated with sales enablement, marketing, and support teams to identify account expansion opportunities.

● Spearheaded highly attended on-site " He Get Us”commercial campaign events, driving campaign awareness to new heights.

Curriculum Advantage – Atlanta, GA 2018 to 2019

Customer Success Specialist

Facilitated onboarding, training, and support for teachers using curriculum advantage learning solutions and platform. Generated online knowledge articles and refreshed learning materials to enhance resources continuously. Identified and referred potential new customer opportunities to sales team. Advised teachers on optimal practices to maximize software utilization. Collaborated with development team to monitor and resolve customer software issues.

● Conducted training sessions for teachers and technical staff to address new features and ongoing product inquiries.

● Achieved 100% customer satisfaction ratings, while serving 80 school districts in Southeastern United States. Training, Implementation & Process Consultant, Dealer-FX – Atlanta, GA 2016 to 2018 Training, Implementation & Process Consultant

Joi Wickes Page 2

Empowered dealership go-to-market strategies and educated users on best practices to enhance service revenue. Led monthly onsite customer visits and delivered product updates, reporting, and account reviews. Initiated onsite implementation kick-offs with senior stakeholders; delivered education on product benefits, as well as tablet and software utilization. Provided comprehensive training to dealership staff on utilization of automotive software solutions.

● Enhanced software and devised account communications program with action plans and training aids.

● Surpassed retention objectives and reached product utilization targets for required three months. DealerTrack Technologies – Atlanta, GA 2013 – 2015 CRM and Dealer.com Implementation Consultant, 2014 – 2015 Provided on-site installation support, training, and product assistance. Collaborated with clients to analyze CRM and online marketing strategies. Assisted clients in identifying vital key performance indicators (KPIs) and goals. Cultivated robust professional relationships with dealership clients. Conducted comprehensive client needs assessments. Offered exceptional customer service and support during implementation.

● Spearheaded support and training for newly acquired Dealer.com CRM installations.

● Proposed enhancements to boost customer engagement, lead generation, and conversion rates. Product Trainer, 2013 – 2014

Acted as subject matter expert (SME) and liaison for 25 accounts to address software and training needs, and offer product support for DealerTrack and Dealer.com software platforms. Performed training needs analyses to pinpoint skill gaps, and devised, executed, and tracked learning initiatives. Coordinated product training using various formats, such as live classroom sessions, one-on-one interactions, and virtual sessions.

● Produced comprehensive reports on training programs, client satisfaction surveys, and trainer assessments. Additional Experience:

Solutions Delivery Specialist/ Customer Relationship Manager, Asbury Automotive Group – Duluth, GA CRM Account Manager/ Enterprise CRM Account Advocate/ DCS Support Analyst, Reynolds & Reynolds Co. – City, State Education

Bachelor of Science (BS), Organizational Management, Wilberforce University – Wilberforce, OH Professional Development

Professional Life Coach Certification, International Coaching Science Research Foundation 2016 Certified Technical Trainer, CompTIA

Affiliations

National Customer Success Professionals CRM and Customer Experience Professionals Non-Profit & Community Leadership

Founder, Just Joi Conversations https://www.justjoiconversations.com/ EFAM Care Team & Connection Volunteer, Elevation Church (Online worldwide) Volunteer, Second Grade Facilitator & Prayer Team, North Metro Church (Marietta, GA) Certified Professional Life Coach

All Nations Worship Assembly Charlotte Operations Team-Facilities and Events (Charlotte, NC)