Customer Success Project Manager

ALESHIA ALSTON

757-***-**** *********@*****.*** Hampton, VA

PROFILE SUMMARY

A dedicated and results-driven Project Manager with 8 years of experience in streamlining operations, stakeholder engagement, and leading cross-functional teams. Expert in delivering HR, payroll, and financial analysis solutions; adept at enhancing client satisfaction and regulatory compliance. Proven track record in cross-functional collaboration, leading user training, monitoring customer engagement data, and addressing high-priority support tickets to deliver exceptional results. Highly skilled in developing and sharing customer marketing materials and standardizing processes to enhance the efficiency of the Customer Success team. I am looking to be part of a passionate and mission-driven team who believe in cross-functional collaboration with strong verbal and written communication skills. CORE COMPETENCIES

Proven ability to collaborate with Customer Success Managers to support strategic healthcare clients, track customer engagement, and ensure meaningful results through excellent service and support.

Demonstrates strong organizational and multitasking abilities, managing multiple priorities while maintaining attention to detail and ensuring timely execution.

Excellent verbal and written communication skills to articulate customer needs, present solutions, and represent the organization professionally in both remote and in-person meetings.

A solution-oriented mindset with a passion for overcoming challenges and contributing to a mission-driven, customer- focused organization.

Highly effective in working with internal teams, including sales, marketing, and customer support, to align on customer needs and deliver a seamless experience.

SKILLS HIGHLIGHTS

Project Coordination

Resource Optimization

Time Management

Milestone Tracking

Client Satisfaction

Business Development

Customer Relationship Management

Healthcare Expertise

Presentation Skills

Effective Communication Skills

Stakeholder Management

Logistics Expertise

Space Management

Team Productivity

Cross-Functional Leadership

Training and Product Adoption

Strategic Thinking

Directional Leadership

Professional Development

Consultation Skills

Financial Analysis

Compliance Management

Creative Problem Solving

Organizational Skills

PROFESSIONAL WORK EXPERIENCE

Customer Success Lead 2019 – Present

Huntington Ingalls Industries – Newport News, VA

Provide expert customer insight to product management, marketing and sales on what innovation and continuous improvement is needed in the user experience.

Oversee global partner operations to ensure customer satisfaction, consistently meeting CSAT and NPS benchmarks.

Prioritize and escalate customer inquiries, ensuring timely resolution of technical issues for an enhanced customer experience.

Collaborate with Quality Assurance, Learning & Development, and Workforce Management teams to optimize support processes and address complex customer challenges.

Lead user training sessions for customers across the East region, driving engagement and product adoption through hands-on guidance and support.

Monitor and analyze customer engagement data, sharing insights with customers and implementing solutions to enhance product usage and satisfaction.

Report directly to the Customer Success Area Director, collaborating closely with Customer Success Managers (CSMs) to support strategic customer accounts.

Project Manager 2019 – Present

Huntington Ingalls Industries – Newport News, VA

Prepare and submit in-depth construction work plans, job-hazard analyses and quality control/quality assurance inspection and test plans to the general contractor/engineer of record for review and approval.

Optimize calendar management to enhance resource allocation and operational efficiency, consistently achieving project milestones ahead of schedule.

Create and deliver concise, compelling presentations to simplify complex information and gain stakeholder buy-in.

Manage group logistics and workspace organization to maintain a productive environment, while leading cross-functional teams to foster professional growth and collaboration.

Thrive in a collaborative, mission-driven environment by leveraging strong organizational skills, attention to detail, and creative problem-solving.

Standardize processes and reporting across the CSM team, improving operational efficiency and consistency.

Assist CSMs in optimizing customer experiences, ensuring outcomes exceed expectations and deliver measurable, meaningful results.

Project Manager 2017 – 2019

ADP – Norfolk, VA

Led end-to-end project management for software development initiatives, leveraging HTML, Python, and SQL to build and optimize web applications.

Designed and implemented automated scripts using Python to streamline workflows, reducing manual tasks and increasing team productivity.

Collaborated with cross-functional teams to develop responsive web interfaces using HTML, CSS, and JavaScript, ensuring user-friendly design and functionality.

Utilized SQL for database management, conducting complex queries and data analysis to drive informed project decisions and monitor key performance metrics.

Managed resolution of intricate HR, payroll, and tax system issues, improving client system functionality.

Managed and resolved high-priority support tickets, ensuring timely responses and issue resolution to maintain customer satisfaction.

Project Manager Associate 2016 – 2017

Portfolio Recovery – Norfolk, VA

Managed project timelines and deliverables, ensuring alignment with business goals and on-time delivery of high- quality software solutions.

Performed code reviews and maintain best practices in version control (e.g., Git), ensuring code quality and team adherence to project standards.

Coordinated with stakeholders to define project scope, identify technical requirements, and ensure alignment with development best practices.

Tracked project progress using project management tools and methodologies (Agile, Scrum), driving continuous improvement through data-driven analysis.

Analyzed customer complaint patterns and effectively reduced recurring issues to enhance resolution efficiency.

Assisted CSMs in optimizing customer experiences, ensuring outcomes exceed expectations and deliver measurable, meaningful results.

EDUCATION

BS in Business Administration, Business Administration – Saint Leo University, Chesapeake, VA 2020

High School Diploma – Heritage High School, Newport News, VA 2002

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