Success Manager Client

OBJECTIVE

Client-focused and results-driven Client Success Manager with [X] years of experience in managing customer relationships, improving client satisfaction, and driving retention through exceptional support and service delivery. Adept at identifying client needs, managing expectations, and ensuring long-term success.

SIGNATURE STRENGTHS

Proactive

Consultative Approach

SaaS competent

Training Specialist

Strategic Leadership

Collaborative

Project Management

Customer Advocate

Problem Solver

Management

Data Driven

PROFESSIONAL EXPERIENCE

Client Success Manager

Netchex – Remote

03/2019 – Present

Developed and maintained relationships with a portfolio of 250 clients both Enterprise and Mid-Market, achieving 89% retention rate and over 1M in additional business.

Managed client onboarding processes, ensuring smooth implementation and providing training on software/products.

Acted as the primary point of contact for escalated issues, delivering timely resolutions and ensuring client satisfaction.

Collaborated with sales, product, and marketing teams to drive product adoption and identify opportunities for upsell and cross-sell.

Utilized CRM software (e.g., Salesforce, HubSpot) to track client activity, manage communication, and report on KPIs.

Conducted quarterly business reviews with clients to assess satisfaction, measure performance, and create improvement plans.

Delivered proactive guidance and strategic recommendations to clients, positioning the company as a trusted advisor.

Staffing Consultant

Express Staffing Services

Sep 2017 – 2019

Managed full recruiting process for healthcare desk, placing over 150 medical candidates in 38 facilities within the first year, achieving top 3 desk status in the company

Created and executed marketing campaigns, resulting in sales exceeding $300k in the first year, by leveraging data-driven insights and proactive engagement strategies.

Developed and maintained SOPs and SME training, enhancing user training through LMS systems, and improving client and user platform experience.

PROFESSIONAL EXPERIENCE (cont’d)

School Director

Aveda Institute

Mar 2011 – Sep 2017

Supervised and managed day-to-day operations, overseeing a staff of 20 employees, and fostering an upbeat culture for 200 students annually.

Developed and executed full life cycle recruitment strategies, achieving a 15% increase in student enrollment and maintaining fiscal responsibility

Held numerous marketing and client events, contributing to a 10% increase in revenue growth through innovative strategies and active staff involvement.

Training Specialist

General Dynamics

Aug 2008 – Mar 2011

Instructed classes for Contact Center Customer Service Representatives for both Medicare and Marketplace, improving training effectiveness and employee performance.

Conducted Supervisor and Leadership classes for managers, supervisors, and support staff, enhancing leadership skills and operational knowledge.

Provided follow-up coaching on job performance and quality assurance to new employees, reducing termination rates and improving overall team performance.

EDUCATION

Masters of Science-Leadership Development & Training

Louisiana State University – Baton Rouge

2015

AWARDS & ACHEIVEMENTS

Successfully increased client retention by 10% year-over-year.

Recognized as “Client Success Manager of the Year” at Netchex for outstanding service and reaching additional business quota-2022, 2023 and 2024.

SYSTEM EXPERIENCE

Experienced with SalesForce, HubSpot, SalesLoft, ZoomInfo, Outlook, Zoom, Team Meetings, various POS systems

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