Customer Success Manager
Resume:
Summary
Highly Skilled and results-driven Customer Success Manager with 5 years at start-ups and proven track record of delivering exceptional customer satisfaction and fostering long-lasting client relationships.
Professional Experience
Maximus Customer Experience Manager Remote 2021 – Present
CRM administrator deploying AI chatbot to achieved remarkable 33% response
Managed relationships with 3rd party vendors, ensuring smooth collaboration and optimal service delivery.
Served as a liaison between clients and the development team, translating client needs into actionable technological developments
Spearheaded conceptualization, implementation and automation of NPS and CSAT which lead to an increased survey CTOR by 90%.
Constructed an effective customer feedback loop, facilitating continuous improvement and actionable insights.
Developed proactive retention solutions, identifying and addressing pain points swiftly, leading to a consistent 80% Customer Satisfaction (CSAT) score quarter-over-quarter (QOQ).
Recycle My Machine Customer Success Manager Remote 2018 – 2021
Successfully managed a team fostering a high-performance culture resolving customer issues with a 95% success rate.
Tracked customer health scorecards to evaluate customer performance and journey.
Implemented engagement strategies resulting in a 40% increase in customer satisfaction.
Performed Quarterly Business Reviews (QBR’s) to understand and ensure client company’s needs.
Conducted strategic sourcing initiatives, identifying and onboarding reliable suppliers, reducing costs by 20% and ensuring timely.
Led lead generation efforts, implementing targeted marketing campaigns and achieving a 25% conversion rate of leads to customers.
Streamlined courier logistics, optimizing routes and reducing delivery times by 15% across the company's network.
Sentry Underwriting Account Manager Remote 2021 – 2021
Led contract revisions, ensuring accuracy and compliance, resulting in a 15% reduction in contract errors and improved customer satisfaction.
Utilized Salesforce workflow automation, optimizing underwriting processes and reducing turnaround time by 25%.
Collaborated with the sales department to provide underwriting support, ensuring policy compliance and enhancing customer acquisition efforts by 7%.
Liberty SBF Account Manager: Remote 2020 – 2021
Onboarding Strategy - develop, implement and manage onboarding; resulting in a 30% reduction in client onboarding time.
Client Relationship management - build and nurture long-term relationships with small business owners resulting in a 15% increase in client retention and a 20% growth in upsell opportunities.
Loan originator support - contact, activate, train, and support loan originators; specifically identifying fraud early resulting in a 30% increase in loan origination efficiency.
Sears Customer Success Renewal Specialist: Remote 2019 – 2020
Conducted thorough customer needs assessments, addressing concerns promptly, and achieving a 15% reduction in customer churn.
Achieved data-driven insights to prioritize calls, improving efficiency and achieving a 20% increase in the number of successful renewals.
Area of Expertise
Technical skills: MS 365: Microsoft Word PowerPoint Excel Outlook Access Teams Confluence Experienced in Both Mac & Windows OS Social Media Marketing Proficient Survicate Salesforce Zendesk Intercom Jira Ticketing System Big Query SQL Asana VOC Metrics NPS & CSAT Executor Customer Journey Mapping Technical Support Engagement & Segmentation.
Soft skills: Cross-Functional Collaboration Team & Culture Advocate Training & Career Development Relationship Building Exceptional Customer Relations Customer Experience Analytical Skills Customer Retention Data Analysis Sales Management Recruiting Marketing Business-to-Business (B2B)
Education
Business Administration Pasadena City College Pasadena, CA 2013
General Education Francisco Bravo Medical Magnet Los Angeles, CA 2011
Alex Sebastian
**************@*****.*** 323-***-**** https://www.linkedin.com/in/alexs7/
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