Customer Success Manager

Tiffany M. Jenkins Email: ***********@*****.***

Phone: (917) 292 - 6443

Objective

Strategic Customer Success Manager with over 8 years of experience in driving customer engagement and enhancing operational efficiency in high-growth environments. Proven track record in fostering strong relationships, delivering data-driven insights, and leading global customer success initiatives. Adept at understanding customer needs, enabling the adoption of enterprise-level solutions, and contributing to business growth through cross-functional collaboration and strategic account management.

Experience

Customer Success Manager

Maersk Florham Park, NJ

July 2022 – Present

● Build and maintain long-term relationships with key global customers, ensuring customer retention and satisfaction across a range of enterprise-level accounts.

● Develop actionable insights by monitoring performance metrics, leading to improved operational efficiency and enhanced customer outcomes.

● Lead customer success initiatives, including strategic account planning and execution of tailored success plans to optimize customer engagement and drive business results.

● Conduct training sessions and provide expert guidance on product features, enhancing customer utilization and value realization.

● Co-lead negotiations, managing complex decision-making processes to ensure alignment and successful outcomes for clients.

● Collaborate with internal teams to deliver customized solutions that align with client business objectives and enhance product adoption.

Senior Loan Processor

LoanDepot Remote

March 2021 – July 2022

● Managed a complex pipeline of mortgage loan applications, ensuring compliance with regulations and corporate policies while maintaining high levels of customer satisfaction.

● Coordinated closely with underwriters, loan officers, and clients, streamlining communication and improving the efficiency of the loan processing pipeline.

● Developed strong relationships with clients, ensuring clear communication and a smooth closing process, leading to increased customer loyalty and retention. After Sales Coordinator

Roche Bobois Secaucus, NJ

September 2020 – March 2021

● Enhanced customer satisfaction by proactively identifying opportunities for improvement and recommending solutions that aligned with client goals.

● Managed a portfolio of 100-125 customers, ensuring timely resolution of service requests and maintaining high customer engagement levels.

● Collaborated with overseas manufacturers to manage product replacement orders, improving the efficiency of supply chain processes and enhancing the customer experience.

Office & Sales Team Coordinator

PFP The Family Security Plan New York, NY

November 2018 – September 2020

● Supported the sales team in achieving financial objectives by developing and implementing strategies focused on customer retention and service excellence.

● Acted as the liaison between senior management, clients, and the sales team to resolve issues quickly and effectively.

● Designed and implemented customized training programs for the sales team, driving improved performance and customer satisfaction.

Life Insurance Agent

American Income Life New Jersey, NJ

July 2018 – November 2018

● Conducted over 30 in-home appointments weekly, building relationships and assessing customer financial needs to minimize risk.

● Provided ongoing client support, ensuring their needs were met and contributing to customer retention and loyalty.

Education

Bachelor of Business Administration and Management SUNY Oswego Oswego, NY

● President of Two and a Half Vice President of the National Black Law Students Association Campus-Community Relations Director

Skills

● Customer Success Management: 8+ years of experience with a focus on global, enterprise-level customers and driving customer engagement.

● Relationship Building: Expertise in maintaining long-term relationships with stakeholders and decision-makers.

● Data-Driven Insights: Skilled in performance metrics analysis and utilizing data to guide customer success strategies.

● Training & Development: Experience developing tailored training programs to improve product adoption and customer retention.

● Cross-Functional Collaboration: Proven ability to collaborate with sales, product, and solutions teams to drive business outcomes.

● SaaS and Mobile Industry Knowledge: Familiarity with SaaS solutions, data-driven marketing, and mobile platforms.

● Negotiation & Coordination: Strong skills in managing complex negotiations and coordinating multiple stakeholders.

● CRM Proficiency: Extensive experience with CRM tools to manage customer data and drive success.

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