Customer Success Manager

Suzanne Allison

San Diego, CA

With over ** years' experience in client success, program management and relationship management, I am a highly focused and detail-oriented professional with an exceptional record of service. A collaborative top-performer.

Authorized to work in the US for any employer

Work Experience

Client Success Manager

iGrad - Cardiff-by-the-Sea, CA

March 2021 to Present

• Coordinating with teammates on new client implementation process

• Working with Clients to establish and exceed measurable goals

• Conducting client training and education webinars

• Analyzing site usage statistics and reporting back to team and Clients

• Responding to Client and User questions

• Obtaining Client feedback

• Advocating for Clients internally to ensure projects exceed timelines and expectations

• Explore additional revenue opportunities with existing Client base Realtor

Skoglin Real Estate - San Diego, CA

June 2006 to Present

• Generates all client leads

• Maintains relationships with other Real Estate Agents on open files

• Clearly communicates with clients for full sales cycle

• Coordinates necessary appointments with clients, other agents and critical stakeholders

• Responsible for ensuring deadlines for contingencies are met and escrows close on-time

• Manages and implements business marketing strategy Client Success Manager

Broadridge Financial Solutions

April 2017 to January 2019

Primary relationship owner for top-tier client accounts, with responsibility for retention and growth. Ensure clients derive maximum value from our services. Serve as a trusted advisor to the client in delivering products and solutions tailored to their needs.

• Monthly YTD reporting, analysis and tracking program strengths and KPIs

• Project Management including ticket management via JIRA

• Provide product/compliance demonstrations and training directly to the client

• Advocate for client

• Serve as liaison between client and internal departments

• Collaborated on new client success program; improving client experience and streamlining project handoff

Project Coordinator

Broadridge Financial Solutions, Inc. - San Diego, CA October 2015 to April 2017

• Performed tasks central to client project success including: gathering information, quoting projects, writing up work requirements, assigning work and presenting completed work to clients

• Resolved operational issues by providing Quality Assurance

• Identified and implemented work process improvements Independent Contractor

Process Manager

Capital One Auto Finance

July 1999 to April 2003

• Managed team of 11 employees for all aspects of loan document processing / decision making

• Responsible to Underwrite all exceptions

• Evaluated existing Private-Party process

• Developed and implemented business improvements

• Maintained relationship with outside vendors

• Handled all administrative needs for team

*Received 2 promotions

Education

Associate

Skills

• Sales

• Word (10+ years)

• Powerpoint (10+ years)

• Microsoft Office (10+ years)

• Customer Service (10+ years)

• CRM (5 years)

• Outlook (10+ years)

• training (5 years)

• Business Development

• Microsoft Outlook (10+ years)

• Microsoft Word (10+ years)

• CRM Software (5 years)

• Product Demos (5 years)

• Project Coordination (5 years)

• Relationship Management (5 years)

• Jira (5 years)

• Relationship Management (5 years)

• Product Demos (5 years)

• Customer Relationship Management (5 years)

• Project Coordination (5 years)

• Salesforce (5 years)

• Underwriting (5 years)

• Management (10+ years)

• Team Management (10+ years)

• Presentation Skills (10+ years)

Certifications and Licenses

Real Estate License

Assessments

Management & Leadership Skills: Planning & Execution — Highly Proficient August 2019

Planning and managing resources to accomplish organizational goals. Full results: Highly Proficient

Customer Focus & Orientation — Highly Proficient

July 2019

Responding to customer situations with sensitivity. Full results: Highly Proficient

Call Center Customer Service — Highly Proficient

July 2019

Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient

Spreadsheets with Microsoft Excel — Proficient

July 2019

Excel knowledge including common tools, PivotTables, conditional & nested formulas, and custom visuals.

Full results: Proficient

Customer Focus & Orientation — Expert

March 2020

Responding to customer situations with sensitivity Full results: Expert

Sales: Influence & Negotiation — Highly Proficient April 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Highly Proficient

Sales: Influence & Negotiation — Highly Proficient May 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Highly Proficient

Management & Leadership Skills: Planning & Execution — Highly Proficient August 2019

Planning and managing resources to accomplish organizational goals. Full results: Highly Proficient

Office Manager — Proficient

March 2020

Scheduling and budgeting

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Contact this candidate