Customer Success Manager

Bradly Cote

******.****@*****.*** 803-***-**** Hackensack, NJ

Brad Cote LinkedIn

SUMMARY

Seasoned Customer Success Manager with 6 years of experience in fostering client relationships and driving revenue growth. Proven track record in enhancing customer retention and satisfaction, managing large teams, and implementing feedback systems for continual service improvement. Eager to leverage these skills in a Customer Success Manager role.

WORK EXPERIENCE

Liberty Mutual Insurance Remote

Customer Success Manager Nov 2019 - Mar 2023

• Increased customer retention rate by 15% by managing a team of 25 customer success agents who provided timely and effective solutions to customer queries and issues.

• Generated over $1 million in revenue by upselling and cross-selling relevant Liberty Mutual products and services to existing customers based on their needs and preferences.

• Improved customer satisfaction score by 20% by implementing a feedback system that collected and analyzed customer opinions and suggestions and incorporated them into product and service improvements.

• Reduced customer churn rate by 10% by creating and delivering personalized customer success plans that outlined the goals, expectations, and benefits of using Liberty Mutual products and services.

• Enhanced customer retention rate by 12% by managing feedback and satisfaction surveys using Qualtrics, which enabled me to identify and address areas of improvement. Charter Communications West Columbia, SC

Customer Success Specialist Jan 2017 - Nov 2019

• Boosted customer satisfaction and loyalty by cultivating and maintaining strong client relationships, which led to increased referrals and repeat business.

• Resolved customer queries effectively, collaborated with diverse teams to enhance product offerings, and identified opportunities for upselling and cross-selling, which resulted in higher revenue and retention.

• Played a key role in customer retention efforts by providing comprehensive product training, which enabled customers to achieve their goals and exceeded their expectations.

• Documented customer interactions diligently, provided valuable input on client needs, and contributed significantly to the development of customer success strategies and processes, which improved customer experience and satisfaction.

SKILLS

Customer Relationship Management • Customer Analysis and Insights • Project Management and Time Management

• Communication and Interpersonal Skills • Onboarding and Support Strategies • Organizational and Leadership Skills • Strategic Planning and Product Utilization • Problem Resolution and Escalation • Software-as-a-Service (Saas) Competency

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