Customer Success Manager
Resume:
Susan Torres
***************@*****.***
Richmond, Texas
Passionate about identifying customer perspectives to grow relationships and increase revenue
Committed to helping customers improve efficiency, safety, and productivity through automation
Adept at developing strategic relationships in advanced manufacturing and supply chain environments
Accomplished deployment specialist in multiple markets
Experienced in international business development, well-traveled, accustomed to quick pivots
PROFESSIONAL EXPERIENCE
RIOS Intelligent Machines (Menlo Park, CA) Customer Success Manager March 2022 - February 2023
Created CS SOP - NPS, KPIs, ARRs, MRRs, QBRs, PGR, Deployment, Adoption, Renewals, CSAT
Led logistics efforts for 29 robotic workcell deployments in CA, UT, IN, FL
Developed weekly Slab digest of customer dispositions leading to $10M increase in ARR
Onboarded and managed team of 5 Onsite Field Technicians
Led 3 Technical Program Managers through weekly customer calls, action items, resolutions, next steps
Determined mutually beneficial ROI RaaS pricing for robotic workcells for 25 contracts
Maas Companies (Irvine, CA) Customer Success Manager May 2019 - February 2022
Managed customers at 17 community college districts
Resolved 3000+ tickets over 2 years that were escalated from the Help Center to Customer Success
Migrated 1275 users from PROMPT.ed to ForSitePro software
Created and presented 75 software training webinars to colleagues and customers
Set up 3 multi-branded help centers and created knowledge base content of 700+ articles
Tesla (Austin, TX) Energy Advisor March - October 2018
Self-generated pipeline activity for vehicle and energy leads
Monitored existing customer satisfaction and manage expectations for photovoltaic systems
Educated existing vehicular customers on the synergy between vehicle usage and photovoltaic systems
Concierge Auctions (Austin, TX) Project Sales Manager August 2015 - July 2017
Sold $52M+ in luxury real estate in 2 years in the USA, Caribbean, Europe
Achieved 100% conversion rate for 20 auctions in domestic and international markets in 2016, 2017
Won Top Producing PSM in 2016
Created 50 Steps to a Successful Auction for PSM team training
Transitioned 30 person sales team from Salesforce Classic to Salesforce Lightning Experience
Investors Title (Chapel Hill, NC) Communications Associate November 2012 - August 2014
Developed CRM to track and evaluate efforts of 15 Marketing Managers in 100 counties
Beta-tested LiensNC website with 50 test users then launched to 2500+ custom home builders in NC
Reviewed 2000+ builder files to obtain outstanding indemnity agreements
Created 375+ pieces of marketing collateral for print and online usage
Liquidia (Morrisville, NC) Senior Administrator October 2010 - November 2012
Handled facility operations for 2 lab facilities in Research Triangle Park
Managed 500+ vendor relationships for nanotech lab consumables and chemicals
Migrated ERP data from Peachtree to Great Plains
EDUCATION BA in English from the University of North Carolina at Chapel Hill
ADDITIONAL SKILLS onsite training, coaching, webinar production, software training, demos, ticket resolutions, train the trainer, presentations, public speaking, user guides, thought leadership
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