Customer Success Manager

SPENCER COX

**** *********** ****, ***** ****, Texas, 78613, US • 512-***-**** • ***********@*****.*** Customer Success Manager - February, 2020 to Present Fluence Bioengineering - Austin, TX

Provide pre/post-sales support to Canada’s largest LED distribution center. Analyze various reports and generated solutions to dramatically improve customer retention and satisfaction. Incorporate customer feedback and current requirements to update the available parts and product configurations. Work with the sales team and other departments to understand customer requirements and offer technical support for the sales process. Effectively document complex issues while maintaining an accurate technical record to improve operational success. Provide friendly, knowledgeable service and support in response to customer requests. Conducted ongoing supplier evaluations to assess delivery quality, timeliness, and compliance while maintaining strict cost controls and maximizing operational efficiency.

Examined problem-solving concepts, including quantitative methods and techniques, to optimize organizational operations and facilitate decision-making.

Account Relationship Manager - April, 2018 to February, 2020 Smart Biz - Austin, TX

Developed and maintained relationships with small business owners. Managed customer satisfaction through CSM to ensure client retention. Analyzed customers business models and financials to determine SBA 7A loan client was eligible for. Prepared all customer financial portfolios for SBA loan underwriting. Met and consistently exceeded revenue quotas by promoting products and services during routine calls. Designed significant process improvements to streamline loan closing process. Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information. Sales and Customer Service Manager - August, 2016 to April, 2018 Kyle Chapman Motors-Buda - Buda, TX

Performed industry trend analysis for strategic business planning. Created and enhance brand awareness and market development using digital marketing tools. Enhanced customer experience and increased sales opportunities by creating a revitalized website. Generated follow through sales opportunities via individualized account management and customer care. Lead vendor negotiations to reduce costs and improve performance. Managed all new and existing clients through CRM to ensure excellent customer care and on-time payments. Multi-Store Management of 3 dealership locations.

Branch Operations Manager - December, 2012 to June, 2016 Enterprise Rent-A-Car - Dallas, TX

Led daily operations of Top 5 ranked branches in Dallas/Fort Worth. Consistently exceeded sales goals and key performance metrics while consistently growing the business. Led front-office sales team and oversight of back-office reporting. Managed largest corporate training rental store in Dallas/Fort Worth. Managed Multi-Unit Location. 5 total branches. 4 Dealerships and 10 Body Shops. Built, supervised, and mentored 5 teams and leaders in receiving and inbound operations. Implemented new organizational strategies to strengthen filing systems for billing, receiving, and delivery reports to improve processes. Oversaw daily operations with a focus on key business metrics, continuous improvement initiatives, and a 5-member management team with direct reports.

Work History

Management - BBA - 2012

Texas Tech University - Lubbock, TX

Dean’s List 2010, 2011, & 2012.

Proven background in customer care and sales. Solid track record in relationship and business management, along with developing and maximizing new business. Determined, persistent, results-oriented problem solver. Thrives and leads in high-demand situations. Competitive attitude, project leader, technology savvy, and extremely customer service centric. Finished 6-week Management Training Program for Enterprise Rent-A-Car as Top Manager in training. Recognized as Top Branch Manager for Sales & Service in Dallas/Fort Worth. Recognized as Top Assistant Branch Manager for Sales & Service in Dallas/Fort Worth. Recognized as Top Salesman in Dallas/Fort Worth.

Recognized for having highest Customer Service Satisfaction score 5 months in a row. CSM/CRM programs.

Education

Professional Summary

Accomplishments