Manager Customer

Monica Robinson

Cherry Hill, NJ 818-***-**** *************@*******.***

linkedin.com/in/monica-robinson-04249b74

CUSTOMER SUCCESS MANAGER

Over eight years assisting clients in navigating the software as a service product provided by Fortune 500 technology company Costar Group. As a senior customer success manager, my responsibilities expanded beyond onboarding new clients and focused on the overall satisfaction of organizations and steering revenue growth through executive engagement. Equipped with unmatched strengths in driving product usage, engaging decision makers, and influencing both adoption and retention I am a strong candidate for any organization looking to impact customer satisfaction through employee engagement.

CORE COMPETENCIES

SaaS Education Adult Learning Needs Assessment Consultative Selling Data Analysis Client Relations Data Collection Training Time Management Client Facing Business Etiquette Performance Management Customer Service Change Management Public Speaking Event Planning

EXPERIENCE

COSTAR GROUP October 2011- October 2020

Senior Client Relations Manager, September 2017 – October 2020

Trusted, senior trainer responsible for education high revenue clients on SaaS platform Exclusively handled all national and financial clients with in the market focusing on expanding product adoption. Onboarded incoming Client Relations Managers assisting them with product knowledge, scheduling, work culture, and tools to advance customer engagement.

Coordinated multiple events for clients including award ceremonies, networking events, and group learning presentation.

Represented my organization at real estate and software functions thru out the market area

Assisted in the final round of interview process for new team members

Facilitated product development team in the beta stage of new products

2019 awarded for training the most unique company within my department

Client Relations speaker at company sales conference 2016, 2017, & 2018

Client Relations Manager, February 2016 – September 2017

Flourished in a customer centric role requiring extensive time management, daily travel, and multiple objectives. Fostered unprecedented client relationships through on-site consultation and focus on achieving business objectives. Obtained an in-depth understanding of clients' business needs with consistent and clear communication, actively engaging in product development initiatives, and consulting with decision makers to formulate business development strategies.

Facilitated extensive training and client workshops on the full functionality of the company’s products and platform.

Assisted development team in cultivating and executing new product launches or enhancements.

Provided subject matter expertise, delivered remarkable multimedia presentations, and ingenious demonstrations of the onboarding process for new customers.

Held accountability for customer satisfaction, product usage, retention, and facilitating upsell opportunities.

Delivered reliable market intelligence, comprehensive commercial real estate information, analytics, and marketing solutions across multiple major commercial markets utilizing the CoStar Group suite of products.

Maintained a robust work load including travelling throughout the metro area, scheduling multiple in-person meetings a day, meticulous documentation of client interactions and fishing for upsell opportunities for the account management team.

COSTAR GROUP

Research Associate II, October 2011 – February 2016

Developed and maintained an accurate, complete, and centralized database of the commercial real estate inventory. Conducted over 20 daily interviews with relevant parties, including property owners, brokers, developers, investors, and other real estate professionals, to gather real-time, authentic property, and precise transaction data.

Evaluated property leads, collaborating with cross-functional teams to verify quarterly data that was useful in market analysis.

Documented property structures, performing web research to create detailed profiles of commercial properties.

Established and sustained mutually beneficial relationships with clients to expand networks.

Performed data collection, analyst, and data input into company CRM system

EDUCATION

PFEIFFER UNIVERSITY

Master of Science in Leadership (MSL) – Organizational Leadership, HR Concentration, 2016

MONTCLAIR STATE UNIVERSITY

Bachelor of Arts (BA) – Psychology, 2009

TECHNICAL SKILLS

Microsoft 365 Teams PowerPoint Salespro ERP software

Webinar Zoom SaaS

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