Success Manager Customer Support

Summary

Highly skilled customer success manager with experience in managing a large number of customer accounts while maintaining a high level of customer satisfaction. Focus on sales and business development while promoting quality and long-term customer relationships.

Experience

Customer Success Manager 01/2016 - Present Amazon San Francisco, California Provided assurance and oversight to implementing customers regarding SaaS implementations Traveled to Customer locations across the USA to develop Customer Success Plans and to participate in project troubleshooting and creating solutions.

Achieved an average client satisfaction score of 9.5/10 via surveys at the conclusion of research projects Achieved 85% client retention rate over 12 months

Demonstrate subject matter expertise on internal processes and external product best practices, becoming a reliable internal resource for all team members

Design and Deliver end-to-end training and onboarding materials Establishing a trusted adviser relationship to ensure customer’s overall satisfaction with our products Monitored metrics and develop actionable insights to improve efficiency and performance Owned each customer's experience across the entire customer lifecycle, including onboarding, driving adoption, continual engagement, renewal, and expansion. Developed success plans that outline their critical success factors, internal company goals, and mitigate potential issues

Owned initial onboarding, training, consultation, troubleshooting, and campaign management services, strategy development, customer expansion, and retention Worked alongside sales teams to convert customer requirements into a quantifiable and actionable scope of the workspace that can be met on time, within budget, and with the highest quality Collaborated with internal teams in the development of client-focused presentations and proposals to drive the deal to close

Managed weekly client check-ins, clarified queries, and reported on risks Managed and tracked Customer Success activities of clients Drove new business growth through greater advocacy Developed a trusted advisor relationship with customer key stakeholders to fully understand the customer's business strategy and measurements for success

Created a unique strategy for move-in day, remote Community team, and service offerings that framed move-in as a pivotal step toward business success for the member Functioned as the main point of contact for members and was available to members on-call/email Looked for opportunities to provide product feedback to the product management and development team Served as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, engineering, and project management Influenced future lifetime value through higher product adoption, customer satisfaction, and overall health score

Hired, supervised, and coached 30+ employees on sales strategies to optimize performance Respond promptly & accurately to customer queries and help them resolve issues with regard to their campaigns

Monitored metrics and developed actionable insights to improve efficiency and performance Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team

Worked with colleagues on the development, implementation, and maintenance of customer the first culture; maintained the business for over 50 existing accounts. Organized meetups and various events; supported clients and used own knowledge and expertise to resolve any problematic issues Generated market research to identify business trends provided business updates to existing clients and conducted customer feedback in order to discover potential areas of improvement. Increased sales by 25% Hithaisi Karekar

510-***-**** ****************@*****.*** 554 Dovecote Ln #2, Livermore, California in 2018 by implementing a new sales strategy and original email marketing campaign Managed client onboarding processes, ensuring that their expectations and goals were fully met.Developed new customer training sessions, and conducted webinars and workshops for new clients Collaborated with the Marketing Department on new promotional campaigns in order to generate awareness. Ensured all-time positive customer experience by communication and maintaining professional relationships

Skills

Project Management, Business and industry knowledge, Leadership & management, Computer Skills (MS Office - Sharepoint- Outlook-Google Docs), Customer experience and relationship Education

Master of Science Cumberland University

Master of Business Administration Sikkim Manipal University Bachelor of Commerce MMK &SDM College Mysore, Karnataka

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