Customer Success Technical Support

Sonia Eno ***********@*****.***

SONIA ENO

Georgia, United States 706-***-**** ***********@*****.*** PROFESSIONAL SUMMARY

Execution-oriented and intuitive Customer Success Professional with 8 years of combined experience and a track record of success in managing Technical Support, Onboarding Processes, Client Data Interpretation, Sales Management, Business Risk Management, and Performance Tracking Methodologies to implement robust processes that align with strategic initiatives and objectives. Adept at translating complex technical concepts into compelling value propositions, with a proven track record of enhancing user experience and achieving high customer satisfaction rates. Proficient in implementing best practices for account management and leveraging advanced CRM systems to streamline processes and improve efficiency. Demonstrates exceptional expertise in strategic planning and needs analysis, consistently delivering tailored solutions that enhance customer satisfaction and loyalty. Known for a proactive approach to identifying opportunities for client success, anticipating challenges, and providing strategic guidance to maximize customer outcomes. Outstanding leadership abilities; able to coordinate and direct all phases of customer success efforts while managing team initiatives. CORE COMPETENCIES

Other Proficiencies

Technical Tools: Microsoft Office Suite, Salesforce, Zendesk, Tableau, Asana, HubSpot, Jira, Intercom, Microsoft Office Suites

(Word, Excel, Outlook, PowerPoint, Teams, Visio).

Soft Skills: Emotional Intelligence, Time Management, Active Listening, Excellent Organizational skillset, Written and Oral Communication, Critical Thinking, Problem Solving, Teamwork, and Attention to Detail. NOTABLE CAREER ACCOMPLISHMENTS

Enhanced customer loyalty and spending by delivering tailored solutions and strengthening customer relationships, leading to significant business growth.

Drove revenue growth through informed decisions on pricing, features, and market positioning, ensuring competitive advantage and profitability.

Created products that attract and engage users long-term, enhancing customer retention and satisfaction.

Increased the average CLV by 20% in the last quarter through upselling additional features and services and fostering stronger customer relationships.

Achieved a reduction in customer churn rate from 8% to 5% over six months, improving overall customer retention. SKILLS AND EXPERTISE HIGHLIGHTS

Customer Relationship Management: Expertise in building and maintaining robust client relationships to foster long-term loyalty and satisfaction. Skilled in understanding client needs, providing personalized support, and ensuring a seamless customer experience.

Revenue Growth: Skilled in identifying and capitalizing on upselling and cross-selling opportunities to maximize revenue.

Strategic Planning: Capable of developing and implementing strategic plans that align with overall business objectives and drive success. Experienced in setting long-term goals, forecasting trends, and adapting strategies to meet market demands.

Account Management: Proficient in managing multiple high-value accounts, ensuring consistent communication and alignment with client goals. Capable of developing and executing account strategies that drive growth and enhance client engagement.

Needs Analysis: Proficient in conducting thorough needs analysis to understand client requirements and deliver tailored solutions. Skilled in gathering and interpreting client feedback to continuously improve service offerings.

CRM Systems: Experienced in utilizing advanced CRM systems to streamline processes, manage client interactions, and improve overall efficiency. Proficient in data analysis and reporting to track performance and identify areas for improvement.

Client Retention: Proven ability to implement effective retention strategies, significantly improving client retention rates and reducing churn. Focused on understanding and addressing the root causes of client dissatisfaction to maintain strong client relationships.

Customer Success Management

Research Data Management

Customer Service Insights

Upselling & Cross-Selling skills

Competitive Market Analysis

Business Intelligence & Data Analysis

Enterprise Account Management

Operational Integrity & Risk Management

Client Relationship Management

Key Performance Indicators (KPIs)

Digital Community Management

Learning Management Systems

Client onboarding

Risk Analysis & Assessment

Vendor & Clients Relations

Sonia Eno ***********@*****.***

WORK EXPERIENCE – CAREER PROGRESSION

CUSTOMER SUCCESS MANAGER - CISION, CHICAGO, ILLINOIS January 2022 - Present

Develop and implement personalized onboarding plans tailored to each customer's unique needs, ensuring a smooth transition to the product or service.

Conduct comprehensive training sessions, both one-on-one and in groups, to educate customers on how to use the product features and functionalities effectively.

Regularly monitor customer usage data to identify patterns that may indicate potential problems or areas for improvement.

Implement preventive measures and best practices to mitigate common issues and enhance the customer experience.

Use data and analytics to anticipate potential issues or needs before they become critical, offering proactive solutions.

Serve as the primary advocate for the customer within the company, ensuring their needs and concerns are heard and addressed. Create and maintain channels for customers to provide feedback on their experiences and any challenges they face. Results

Worked with a cross-functional team to innovate building inclusive offers unique housing solutions tailored for new immigrants in Canada, addressing the challenges they face in meeting conventional rental requirements.

Implemented strategic processes to connect immigrants with landlords willing to adopt flexible rental criteria, facilitating easier access to housing.

Enhanced community building through finding potential housemates and fostering a supportive community environment for new immigrants to Canada.

Proactively participated in team and stakeholder meetings, scheduling and requirement validation meetings, and performed other duties as assigned.

CUSTOMER SUCCESS MANAGER - T5 DATA CENTERS, ATLANTA, GEORGIA January 2020 – January 2022

Managed a portfolio of B2B products specializing in account reconciliation, invoice processing, and vendor invoice management.

Developed meaningful KPIs in Tableau to quantify payment error rates and detect processing challenges, improving platform efficiency and increasing operating revenue by 30%.

Oversaw end-to-end account execution, including contract negotiation and service delivery, successfully reducing maintenance expenses by 5%.

Conducted in-depth market research and consumer surveys to refine data center service delivery, enhancing overall service quality and customer satisfaction.

Led strategic collaborations that established the department's nascent CRM framework that has decisively surged customer satisfaction (CSAT) scores.

Bolstered team and customer product knowledge by contributing accurate and data-driven insights into the FAQ. PRODUCT OWNER - EMCOR, PHILADELPHIA, PENNSYLVANIA January 2017 – November 2019

Spearheaded the end-to-end development and successful launch of a cutting-edge B2B fintech product, transforming user experiences with prompt transactions and real-time monitoring capabilities.

Collaborated with product managers to utilize data-driven insights, answering key questions and implementing optimizations for the digital payment platform.

Developed and communicated a clear product strategy and vision, aligning with business goals and stakeholder needs.

Prioritized and maintained the product backlog, ensuring it was aligned with the product roadmap and business objectives

Worked closely with product and success managers to research and analyze data, adoption trends, and benchmark information for digital payment product usage, enhancing User Experience and prioritizing key features.

Created and maintained features and user stories in team and sprint backlogs, ensuring the product meets user needs while maintaining robustness, redundancy, and scalability.

Consistently identified, defined, analyzed, prioritized, and refined requirements, effectively communicating milestones and vision to the development team.

EDUCATION AND CERTIFICATIONS

Certified Product Manager - The Association of International Product Marketing & Management, Reno, Nevada 2023

UX/UI Certified - Udacity, Emeryville, CA 2020

B.A. Mass Communication - Bingham University, Abuja, Nigeria 2014

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