Customer Success Manager

April **** - November

****

September **** -

April 2023

GRACE MONDICS

Experienced customer success leader and problem-solver dedicated to optimizing operations for cost reduction and increased organizational efficiency with a unique ability to identify specific customer needs, overcome challenges, and deliver value-driven strategies that foster long-term partnerships and business growth.

Skills

Professional Experience

Customer Success Manager

Captivate, LLC, Remote

Customer Success Manager

Mr. Pipeline Internet Marketing, Boynton Beach, FL Delray Beach, FL 32822 267-***-****

********@*****.***

Inter-department collaboration Customer onboarding CRM software SaaS models

SaaS cloud-based solutions suite Feedback collection Schedule management Strategy implementation

Analytical and critical thinking Client retention strategies Designated Customer Success Manager for the Northeast territory consisting of over 800 clients

Assisted with customer onboarding and product setup to foster successful adoption and usage

Created customer support strategies to increase customer retention Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Held training sessions with new clients that covered best practices for Captivate's SaaS

Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

Established strong relationships with key customers, resulting in increased customer loyalty.

Monitored the success of over 100 client's internet marketing campaigns such as Google Ads and SEO

Assisted with customer requests for products, services, and company information.

Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Bolstered customer retention by creating and offering unique discount options and inspiring interest in new campaign ideas

Trained customers in company-specific billing, payment processing and support policies and procedures.

May 2022 - September

2022

May 2021 - May 2022

December 2018 - May

2021

September 2022

December 2018

Digital Marketing / Social Media Manager

Koko Delray, Delray Beach, FL

Small Business Consultant

ADP, Allentown, PA

Account Executive

MRP, Philadelphia, PA

Education

Graduate Certificate in Digital Marketing

Northwestern University at Chicago, IL

Bachelor of Arts in Communications

Saint Joseph's University at Philadelphia, PA

Administered online customer service functions by answering customer DMs and accepting orders to be shipped

Concurrently serve in an in-store sales capacity

Oversaw all social media presence and aligned posts to include branding and trending ideas.

Increased brand awareness through development and implementation of successful public relations campaigns.

Cultivated strong corporate image and identity with clear branding. Researched latest market trends and analyzed data to develop public relations strategies and tactics.

Taught in-house employees strategies for successful internal and external communications.

Rounded out commercial experience as a member of the inside B2B sales and account management team

Identified patterns and trends in large data sets and provided actionable insights.

Navigated on-demand, fast-paced environments to build rapport with clients and project-manage product / service delivery

Responsible for setting up payroll accounts

Guided clients through challenges resulting from Covid-19 protocols Created dashboards to monitor and track key performance indicators. Deployed predictive analytics models to forecast future trends. Gained valuable experience in the marketing tech stack as a member of the business development team

Recorded accurate and efficient records in customer database. Analyzed data / metrics, identified business trends and growth opportunities, and oversaw the sales-lead reporting process

Responsible for managing and growing Dell account

Researched clients, listened carefully to requirements, and became a trusted advisor in structuring product and service solutions that helped each client company overcome commercial challenges and attain goals Guided client stakeholders through ongoing changes that resulted from Covid-19 lockdowns

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