Customer Success Manager
Resume:
Ray Nash
Customer Success Manager
Philadelphia, PA 19147
***.*******@*****.***
linkedin.com/in/ray-nash
SUMMARY
Dynamic and customer-centric professional with extensive experience in healthcare payments, hospitality, and rental services. Proven expertise in managing essential partnerships, optimizing service delivery, and elevating customer satisfaction. Effective in building sustainable client relationships, overseeing escalations, and improving operational efficiency. Dedicated team player with a focus on fostering client trust and creating profitability. EXPERIENCE
J.P. Morgan Healthcare Payments Philadelphia, PA — Customer Success Manager (CSM)
JUNE 2024 - PRESENT
● Serve as the designated CSM for NextGen, J.P. Morgan Healthcare Payment’s integrated key partner.
● Develop and maintain strong relationships with operational, technical, and financial stakeholders to ensure seamless service delivery.
● Drive revenue retention by addressing service utilization trends.
● Manage escalations by defining scope, mitigating impact, and coordinating timely resolutions.
● Collaborate cross functionally to ensure swift completion of action items.
● Strengthen customer engagement to maximize product adoption. Technical Excellence Analyst
FEBRUARY 2023 - JUNE 2024
● Diagnosed and resolved complex platform issues and software errors.
● Oversaw expansive case log, executed solutions for integrated vendors including NextGen, Elavon, Office Practicum, and Epic. Customer Service Representative
AUGUST 2021 - JANUARY 2023
● Delivered efficient phone support to healthcare clients and patients.
● Handled the highest volume of inbound calls in Support for 2022. Black Squirrel Pub & Haunt Philadelphia, PA — Server JUNE 2021 - NOVEMBER 2024
● Leveraged a decade of service industry background to create exceptional guest experiences.
● Fostered a loyal clientele by providing unparalleled service. Enterprise Rent-A-Car Nashville, TN — Management Trainee AUGUST 2019 - NOVEMBER 2020
● Managed daily branch operations, optimized fleet utilization, and drove revenue through strategic sales initiatives.
● Enhanced branch customer service scores by conducting personalized and informative rental transactions.
● Consistently ranked as a top performer in regional sales. SKILLS
Interpersonal
● Customer Relationship
Management
● Strategic Account Planning
● Retention & Loyalty
● Cross-Functional
Collaboration
● Client Advocacy & Partner
Management
● Conflict Resolution
● Hospitality & Customer
Service
● Direct Sales
Technical
● Software Integration
● Point of Sale Systems
● Data-Driven Reporting &
Analysis
● Troubleshooting & Issue
Resolution
● Escalation Management
● Healthcare Payment
Systems & Industry
Knowledge
● Microsoft Office Suite
● Salesforce
EDUCATION
B.S. Communications
Minor in Political Science
Middle Tennessee State
University
AUGUST 2019 Murfreesboro, TN
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