Customer Success Manager
Resume:
KAYLA GRIFFITH
Customer Success Manager
PROFESSIONAL PROFILE
A skilled customer relations and operations management professional. Highly motivated, hardworking and a self-starter, possesses effective communication skills for diverse customer needs. Well versed in solving customer and client problems, handling product training and acting as a liaison between customer and industries. 773-***-****
**************.**@*****.***
Chicago, IL
https://www.linkedin.com/in/kaylabgriffith/
EDUCATION
SKILLS
WORK EXPERIENCE
Professional
Project Management
Process Improvement
Key Account Management
Budgeting
Account Reconciliation
Customer Service
Contract Negotiation
Attention to Detail
Client Relationship Management
Product Training
Social Media
New Business Development
Strategic Planning
Sales Forecasting
Retention and Growth Strategies
Lead Generation
Marketing Strategies
Customer Engagement
Customer Success Manager
ShowingTime January 2018 – Present
Responsible for building customer relationships that promote retention and loyalty. Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction by providing technical support and training sessions to customers with the goal to keep customers satisfied with the business’s products.
− Manage office accounts post-sale through implementation and to the point of operation.
− Conduct online training sessions to new clients and lead onboarding process to ensure adoption and success rate.
− Strategized on new business and expand footprint into existing accounts.
− Increased customer retention by conduction regular check-in calls for tactical items and perform quarterly health checks for strategic reviews.
− Provide timely resolution of product and accounting related customer support issues.
− Identify and communicates potential risks to the success of a project, the client relationship, or intended project results.
− Understand and measure the client's desired expectations, ensure a strategy is in place to meet those expectations, and maximize usage, adoption, and performance.
− Work closely with Product Management team to identify bugs and track enhancement requests to increase overall customer experience.
− Develop Salesforce tools, reports and accounting processes to track sales operation activities and all pre-post implementation adoption activities.
− Define, document and maintain business processes, requirements and procedures. K
− Assisted with the acquisition of Centralized Showings Service that increased our customer accounts by 10,000. Facilitated the onboarding process by holding daily trainings, answering service inquiries, and sending mass emails and newsletters about upcoming changes to newly acquired customers.
Account Manager/Sales Representative
ThyssenKrupp Elevator June 2014 – November 2017
Manage and provide sales and services for 200 accounts in the Service and Repair Department representing a 2 million-revenue base. Coordinate with Operations and other departments in a team environment to ensure optimal customer satisfaction with company products and services.
− Took the lead in the pre-sell, bidding, negotiation, order entry and approval engineering phases of project management.
− Engaged and generated sales leads including qualifying, establishing and maintaining business partnerships while demonstrating a customer centric vision and strategy that enables Branch and departmental success in exceeding sales budget.
− Prepares repair job proposals by estimating labor and other job costs using estimating software program. For items not in the program, obtains price estimates from suppliers and manually calculates. Includes reviewing blueprints, surveying equipment and interfacing with operations personnel for additional input and approvals
− Worked with contract administration to assure that the company is bound to a fair and equitable contract that matches scope of work bid.
− Ensured the customer was billed properly and assist in collections of slow paying accounts.
− Created new sales opportunities through prospecting and customer referrals.
− Provided company management and personnel with market and customer updates to help ensure smooth logistical operation and facilitate customer fulfillment. Bachelor of Science in
Business Administration
Major in Marketing and
Logistics Management
Central Michigan University
Mount Pleasant, MI
May 2014
KAYLA GRIFFITH
Customer Success Manager
**************.**@*****.***
Chicago, IL
https://www.linkedin.com/in/kaylabgriffith/
TECHNICAL SKILLS
Microsoft PowerPoint
Microsoft Word
Microsoft Excel
Adobe Photoshop
Adobe InDesign
Salesforce
WORK EXPERIENCE (CONTINUED)
Customer Relations Intern
Otis Elevator Company June 2012 – August 2013
− Maintained and grew customer accounts through visits and phone calls.
− Used NPS surveys as a way to measure success with current customers and identify areas of improvement.
− Organized a customer appreciation event for top customers in the area to nurture relationships and aid in retention.
− Served as the primary point of contact for product, service issues and customer needs.
− Supported departmental teams in addressing and resolving issues to clients’ satisfaction
− Developed close relationships and bonds with customer through events, activities and customer visitations, which fostered loyalty and increased retention. Marketing and Office Assistant, Central Michigan University Office of Student Activities and Involvement September 2013 – May 2014
− Coordinated and assisted with the Student Center co-curricular activity program.
− Developed activities to increase on-campus student involvement, working closely with the Director of Student Activities and Involvement.
− Created, published and maintained a campus-wide student activity calendar each semester.
− Communicated to all students, utilizing all media including newspaper, posters, and the web, upcoming activities and events.
− Helped develop and direct activities to increase the involvement of students on campus.
− Helped disperse tickets bought for SAI programs to students on campus.
− Approved Registered Student Organizations (RSOs) request for room spaces on OrgSync.
− Updated website regularly to reflect new projects, updates on programs and personnel, and upcoming events.
− Answered phone calls and direct them accordingly.
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