Customer Success Manager

SHIVAUN VIRK

********@*****.*** 469-***-****

Experienced Customer Success Manager with a demonstrated history of working in the Computer Software industry. Skilled in Communication, Success Driven, Team Building, Customer Support, and Team Leadership. Strong support professional with a Bachelor's degree focused in Business Administration and Psychology from Austin College. WORK EXPERIENCE

YUMMY EXTENSIONS Customer Experience Manager August 2023-May 2024 Plano, TX

• Orchestrated customer experience operations to boost satisfaction and loyalty.

• Escalations with a solution-focused approach, resolving issues promptly.

• Provided tailored service, elevating satisfaction and revenue retention.

• Oversaw team, handled scheduling, hiring, and development.

• Maintained departmental efficiency and upheld standards through precise ticket assignment.

Systems used: Gorgias, Shopify, ShipStation, DropBox REVALIZE Customer Success Manger December 2021 to June 2023 Remote

• Managed medium-touch account renewals and retention, emphasizing ongoing adoption and cross-selling.

• Collaborated internally to enhance post-sales journey and overall customer experience.

• Maintained proactive communication with assigned accounts to boost usage and reduce churn.

• Developed compelling presentations to showcase value during business reviews.

• Partnered cross-functionally to address customer needs and support revenue- generating campaigns.

• 90% retention rate; $2M Book of Business

Systems used: SalesForce, DropBox

TOLUNA Customer Success Manager October 2019 to December 2021 Dallas, TX

• Pioneered establishment of Customer Success Management department, focused on enhancing retention and driving growth.

• Collaborated cross-functionally to provide strategic feedback, improving overall business strategies.

• Achieved QuickSurveys Customer Success outcomes, increasing lifetime value and converting free users to paid subscriptions.

• Identified and capitalized on cross-selling and upselling opportunities within the QuickSurveys platform.

• Optimized customer lifecycle, implementing strategic interventions and standardized approaches for at-risk customers.

• 100% retention rate; Enterprise-level customers

ECORE SOFTWARE INC. Lead Customer Success Manager January 2019 to September 2019 Dallas, TX

• Managed high-profile accounts, serving as primary contact for escalations, questions, and bug reports.

• Collaborated with Director of Customer Success to optimize team performance and service delivery.

• Led handling of complex support issues, assisting team with escalation calls, chats, and tickets.

• Organized team-building events to promote camaraderie and foster team spirit.

• Facilitated peer mentoring and coaching for ongoing skill development, delegated projects, and ensured effective communication for project tracking and management. ECORE SOFTWARE INC. Customer Success Manager May 2018 to January 2019 Dallas, TX

• Fostered client loyalty and retention by cultivating strong relationships and developing product champions.

• Collaborated with clients to address dissatisfaction, prioritizing success and satisfaction.

• Conducted tailored web training sessions, empowering management teams to effectively train their employees.

• Provided ongoing technical and programmatic support post-client onboarding, serving as primary contact.

• Identified upselling opportunities through evaluation of clients' business plans and conducted Health Assessments to assess program adoption levels.

• Presented as a speaker at the 2019 eCore Software User Conference, showcasing expertise and contributing to industry knowledge dissemination. EDUCATION

BACHELOR’S OF ART IN BUSINESS ADMINISTRATION AND PSYCHOLOGY (DOUBLE MAJOR)

Austin College Sherman, Texas

SKILLS

Communication, Customer Support, Success Driven, Team Building, Team Leadership

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