Customer Success Manager
Resume:
Yvette Alverio
Glen Ellyn, IL *****
******.********@*****.***
Professional Summary
PASSIONATE CUSTOMER SUCCESS MANAGER
Client Relationship Manager • Senior Customer Success Manager • Director of Customer Success Contract Negotiation • Upselling & Cross-Selling Strategies • Employee Training • Product Adoption Drove Revenue Growth • Increased Retention • Optimized Portfolios • Nurtured Enterprise Accounts Certified Customer Success Manager • Diffused Client Escalations • Customized Service Offerings Work Experience
Account Manager
The Calmark Group-Bedford Park, IL
June 2024 to September 2024
• Complete service requirements & requests from customers, and sales representatives.
• Supporting assigned customer accounts and sales representatives.
• Processing job estimates, enter orders based upon programming & production specifications, shipping releases, and order invoicing.
• Timeliness & accuracy of information and updating information in assigned account files and the computer database.
• Resolving conflicts that may arise between customer requirements and the production schedule, keeping sales and the customer informed of problems.
• Create work orders and ensuring the correct raw materials & postage funds are available by the required ready date.
• Communicating with customers and sales representatives, providing information from files and computer system as needed.
• Managing account inventory and timely inventory releases.
• Following all plant safety, sanitation and quality procedures.
• Any other appropriate work assignments as required. Client Relationship Manager
Topweb LLC-Chicago, IL
October 2023 to April 2024
• Manage all phases of the production process, engage and cultivate long-lasting positive work relationships with clients.
• Strong attention to detail and focus on quality control of client product.
• Manage all phases of the client production process beginning with incoming orders to ending with receipt of final product.
• Cultivate positive working relationships with clients by providing ongoing support and be primary resource for trouble-shooting production, scheduling and delivery issues.
• Facilitate job scheduling with Production Supervisor to ensure production areas are adequately staffed and jobs are completed timely.
• Onboard and establish positive relationships with all new clients.
• Coordinate and facilitate completion of all in-house mailing using software including the management of client shipments.
• Manage schedule and timing of deliveries using combination of in-house driver and outside contractors.
• Facilitate outside production services as needed to ensure the final product meets the client’s expectations.
• Perform weekly client invoicing.
• Launch the collections process when applicable.
• Assist with accounting and finance functions when necessary. Customer Success Manager
Fortra-Eden Prairie, MN
August 2022 to December 2022
● Yielded a 15% increase in the customer retention rate by driving proactive outreach and personalized support strategies to lift customer trust and loyalty.
● Optimized a portfolio of 50+ accounts, surpassing quarterly revenue targets on a regular basis.
● Generated $2M in annual recurring revenue by negotiating and securing successful renewals, as well as fueling sales expansion within existing customer accounts.
● Reduced churn by 25%, resulting in $1.5M in retained revenue over the course of a year.
● Achieved high levels of customer satisfaction across 200+ accounts by training a team of 5 Customer Success Managers operating at offshore worksites.
● Nurtured strong, trust-based relationships as the primary contact for a group of clients, providing exceptional customer service with a focus on targeted problem-solving.
● Provisioned new clients while acting as the first point of contact, and escalated issues to the appropriate cross-functional team members as needed.
● Defined goals for clients and managed/verified these are met via service offerings by generating monthly or weekly reports that encourage meaningful client engagement.
● Recognized opportunities to provide additional services to clients and collaborated closely with the sales organization and product management team on service delivery.
● Performed comprehensive troubleshooting of identified client issues.
● Expanded market share growth and boosted brand reputation by maintaining a high level of customer engagement and satisfaction within the existing client base.
● Enhanced client services by sharing recommendations with Product Management and Security.
● Partnered with Product Management and Engineering teams to identify and assist in prioritizing changes to the roadmap based on client feedback.
● Liaised between company and customer regarding escalation of critical service issues.
● Documented client requests regarding service operations, the web portal, and processes.
● Handled monthly syncs with all national and international clientele to ensure progress within their customer roadmap and journey.
● Delivered insight and transparency by preparing and presenting quarterly business reviews. Financial Account Manager
Realpage Inc.-Lombard, IL
January 2017 to February 2022
● Saved millions in revenue and stabilized the company by flipping unsatisfied clients previously on the verge of leaving the company, securing high levels of satisfaction and retention.
● Resolved client frustration by proactively improving internal operational gaps.
● Optimized the performance of a large portfolio of accounts.
● Cut time required to redirect accounts by implementing a new client transition process.
● Reduced the number of validations and disconnections by conducting client and property implementation analysis and tracking to completion.
● Increased revenue by building and nurturing key client relationships within the portfolio.
● Advocated on behalf of both clients to internal teams, ensuring appropriate responsiveness, care, and attention is given to client questions and concerns.
● Ensured long-term client success by monitoring client invoice processing health, identifying strategic opportunities for improvement, and working with internal teams to refine services.
● Fulfilled and surpassed all client expectations by delivering ongoing updates and support.
● Leveraged expertise with AP/AR, accruals, check processing, account reconciliation, budgeting/ forecasting, credit card/ACH, funding requests, and failed financial transactions. Premium Account Analyst
Combined Insurance-Chicago, IL
November 2005 to November 2015
● Applied detailed working knowledge of the impact on general ledger accounts from various transactions performed in the L70, GO3, and LSP administration systems.
● Streamlined procedures in a cost-effective manner, driving efficiency without added expense.
● Trained new hires and existing employees in processes and procedures.
● Ensured accuracy across all transactions while processing accounting/general ledger entries.
● Took charge of account reconciliation, monthly reconciliation, and variance resolution. Prior Experiences: Foundation for Rehabilitation Education & Research, A/R Data Entry Representative
Education
Bachelor of Science in Business Administration, Business Management Roosevelt University - Chicago, IL
January 2015 to December 2015
Skills
• Salesforce
• Sales
• Project management
• Account management
• Communication skills
• SaaS
• Customer relationship management
• Customer service
• Analysis skills
• Marketing
• Financial services
• Customer retention
• Microsoft Office
• Leadership
• CRM software
Links
https://www.linkedin.com/in/Yvette-Alverio
Certifications and Licenses
Certified Customer Success Manager
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