Customer Success Manager, Implementation Onboarding

Keely L. Locke

***********@*****.***• 512-***-****

www.linkedin.com/in/keelyllocke • Austin, TX 78750, US

Customer Success & Implementation Manager

Accomplished and performance-driven professional with substantial experience increasing customer satisfaction, adoption, and retention as well as managing and delivering high value/complex business projects.

Ability to lead implementations and manage relationships with project stakeholders. Capacity to own overall relationship of assigned customer accounts, including customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells. Aptitude to engage in project kick-off meetings to review expectations, deliverables, and timelines. Skilled in training end users on using the business software application and best practice business processes. Great at building and maintaining good customer relationships. Expert in proactively outlining customer critical success factors, metrics for success, potential issues, and provide recommendations.

Areas of Expertise

Strategic Planning & Analysis

Project/Program Management

Issue & Conflict Resolution

Business Development

API Integrations

Account Management

Customer Satisfaction & Retention

Relationship Building

Staff Training & Leadership

Key Accomplishments

Implemented best project management strategies and ensured compliance with set standards for two high profile projects at PG&E.

Achieved 98% customer satisfaction rate by providing exceptional customer service to users of PeopleAdmin 7 (Saas) software.

Enhanced efficiency in creating new Apple education purchasing accounts as well as minimized completion time from several months to less than 10 business days by initiating and managing improvement project.

Career Experience

VRBO, Austin, TX 09/2019 – Present

Implementation Specialist/Project Management Specialist II – API Activations

Enhance business performance by leading global API activation pipeline and several other project timelines. Provide strategic and practical support and advice to property managers during the API integration between property management software and VRBO. Interact with property managers and discuss on identifying new areas of improvement, best practices, set expectations, and explaining technical concepts.

Played a key role in transferring all customers to compliance for new version of software.

Utilized internal tools and troubleshoot technical issues during API activation.

Administrated numerous business operations, such as completing kick off call, managing timeline, and performing closing training call with property managers.

Escapia, Austin, TX 10/2019 – 03/2020

Software Trainer, Homeaway Software – Bungee Role

Learned full specifications of software within one month. Trained customers on business software to carry out best possible benefits. Organized one on one online training to train clients on setting up and using software. Managed all customer issues and queries during onboarding process.

Executed projects as per set scope and standards through close interaction with onboarding project managers.

Revamped the train the trainer curriculum from 4 months to less than one month to train.

Ensured continuous process improvement processing data uploads for accounts switching from other software.

Streamlined business performance by developing the training process for new trainers.

Maintained strong communications between the Escapia onboarding team and implementation at VRBO.

HomeAway/VRBO, Austin, TX 08/2017 – 09/2019

Pre-Implementation Specialist/Project Manager I

Supported property managers with all aspects of readiness and first steps towards API Integration between property management software and VRBO. Managed the customer timeline and coached Property Managers towards best practices and explained the whole implementation process. Diagnosed, researched, and resolved customer issues and requests.

Performed as keen member of special project team that transitioned 200+ clients from Stayz.net to HomeAway Australia.

Assisted and guided special project team to ensure project completion as per set criteria.

Analyzed and resolved all technical issues during activation.

Additional Experience

Project Management Analyst/Change Management Consultant at Mosaic, 12/2014 – 12/2015

Product Support Specialist at PeopleAdmin - Austin, TX, 07/2012 – 12/2013

New Account Set-Up Specialist Order Management/Sales Support Inbound/Order Entry Agent at Apple, INC., AUSTIN, TX, 01/2005 – 04/2012

Internet information Coordinator / Corporate Services Agent / Reservation Sales Agent at Starwood Hotels and Resorts, Worldwide, INC., Austin, TX, 01/1996 – 04/2002

Education

Bachelor of Arts (B.A.) in Mass Communications/Journalism

Texas State University – San Marcos, TX

Certifications & Training

Project Management Certification Class (PMP), Oracle SQL Certification Class

Consulting Solutions (Graduated)

Webmaster Certification Program, Austin Community College

Technical Proficiencies

Basic Oracle SQL queries / Excel, Word, PowerPoint, Keynote, OSX, and Windows / SAP orders, RMA, credits, debits, backlog, reporting / Zendesk & Salesforce / SharePoint and MS Project / HTML and CSS

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