Customer Success Manager
Resume:
STEPHANIE ERICSON
Client Success Manager
***********@*****.***
PROFESSIONAL SUMMARY
Experienced Client Success Manager with a proven track record of driving client satisfaction, retention, and growth. Expertise in building and nurturing strong client relationships, understanding their unique needs, and delivering tailored solutions.
Skilled in guiding clients through onboarding, training, and support processes, ensuring optimal product utilization and value realization.
Proactive problem solver with the ability to anticipate client concerns and provide timely resolutions.
Collaborative team player adept at working across departments to ensure seamless customer experiences.
Ready to leverage excellent communication skills, strategic thinking, and a customer-centric approach to drive positive outcomes and foster long-lasting client partnerships.
PROFICIENCIES
Strategic Planning
Negotiation Skills
Program Management
Conflict Resolution
Forecasting
Customer Relationship
Upselling & Expansion
Data Analysis
Communication Skills
Problem-Solving
Customer Success Planning
Customer Retention Strategies
SKILLS
CRM
MS Suite
MS PowerPoint
Sales Force
PROFESSIONAL EXPERIENCE
Strategic Accounts Specialist Cox Business, Tulsa, OK 02/2015 – 07/2024
OVERSEE contractual obligations while managing implementation and development of programs.
IDENTIFY process limitations to streamline process while enhancing operational efficiency and quality standards.
CULTIVATE robust relationships with key corporate contacts within strategic client modules.
DEVELOP and sustain strategic account plans, serving as a client liaison to ensure exceptional customer service and fulfillment of requests.
LIAISE with Sales Managers and Directors for account forecasting in the Enterprise/Strategic local markets.
COMPILE and present comprehensive business reviews, offering strategic recommendations to strengthen ongoing partnerships.
Account Executive – Outside Retention Representative Cox Business, Tulsa, OK
04/2013 – 02/2015
NEGOTIATED pricing, promotions, products, and contract terms strategically with clients.
DELIVERED proposals and presentations for additional services and products to newly acquired customers.
EDUCATED clients on product features, billing, charges, and service utilization.
MANAGED account portfolio, forecasting, tracking performance, and planning to surpass sales goals.
PROVIDED ongoing customer updates from sales orders to installation, ensuring strong customer loyalty.
Account Executive II TW Telecom, Tulsa, OK 7/2012 – 3/2013
DEMONSTRATED extensive sales engagement, encompassing needs assessment, proposal delivery, negotiation, and post-sale support.
FORMULATED strategic account plans to nurture current revenue streams and foster growth in new accounts.
ENGAGED in comprehensive professional development, including the sales on-boarding program and training initiatives.
EDUCATIONAL BACKGROUND
Brookhaven College – Dallas, TX
ADDITIONAL EXPERIENCE
Global Crossing (Lumen Technologies) – Dallas, TX (4/2001 – 6/2011) to (06/1998 – 4/2000)
Senior Client Success Manager Solutions Engineer
Service Delivery Manager
PROFESSIONAL EXPERIENCE
Inside Sales Manager - National Accounts ORS NASCO, Tulsa, OK
7/2011 – 7/2012
CONDUCTED research to establish and expand business within targeted area, inclusive of cultivating new accounts.
ANALYZED competitor strengths and weaknesses within target verticals in the designated territory.
FORMULATED annual business plans featuring sales projections for short and long-term goals.
ACHIEVED new and recurring sales by effectively delivering product and technical details promptly.
EVALUATED customer SLA prerequisites and anticipations to suggest tailored products and solutions.
ELEVATED sales and order value by executing cross- selling, up-selling, add-on sales strategies, and promotional offerings.
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