Customer Success Manager/Implementation Consultant

SALATHIAL OATS

EXEMPLARY LEADER IN CUSTOMER SUCCESS

Norcross, GA *************@*****.*** 678-***-****

Customer Success and Implementation professional with over a decade of experience driving client satisfaction, software adoption, and revenue growth across SaaS, e-commerce, and digital services industries. Proven track record of leading complex onboarding projects, building tailored systems, and facilitating impactful training that accelerates time-to-value for both SMB and enterprise clients. Adept at collaborating cross-functionally with sales, product, and development teams to optimize customer journeys, resolve escalations, and increase ARR through strategic engagement. Recognized for mentoring new hires, enhancing knowledge bases, and consistently elevating NPS and retention metrics through proactive, relationship-focused customer success strategies. Areas of expertise include:

Customer Onboarding & Implementation - Client Retention & Success Strategies - Software Training & Adoption

Cross-Functional Team Collaboration - Business Intelligence - Dispute Resolution - Performance Metrics / KPIs

EDUCATION

MASTER OF SCIENCE IN INTERNATIONAL RELATIONS Troy University – Jacksonville, FL

BACHELOR OF ARTS IN HISTORY Valdosta State University – Valdosta, GA

PROFESSIO NAL EXPERIENCE

Stellar Software (Storable) Atlanta, GA 2022 – 2025

IMPLEMENTATION CONSULTANT / CUSTOMER SUCCESS MANAGER

Led client onboarding by configuring Stripe accounts, setting up vanity URLs, collecting setup data, and scheduling training to ensure smooth implementation

Built and launched customized systems within 30 days for SMBs and 60 days for enterprise clients, meeting critical milestones and client expectations

Delivered targeted software training focused on key features, best practices, and user adoption to drive long-term success

Created custom Business Intelligence reports aligned with client goals, enabling data-driven decision-making

Increased ARR by converting clients from a license fee to a convenience fee model, while monitoring NPS and collecting client reviews to track satisfaction

Collaborated with sales, product, and development teams to align on implementation goals, escalated issues via Jira, and advocated for client needs

Cloud of Goods Atlanta, GA 2021 – 2022

MANAGER OF CUSTOMER SUCCESS

Monitored live chats and customer calls to ensure adherence to industry best practices, coaching team members for continuous improvement in service quality

Recruited, scheduled, and onboarded new Customer Happiness Executives, fostering a high-performing, customer-centric team culture

Resolved customer escalations, responded to bank disputes and Google reviews, and applied strategic problem-solving to protect brand reputation and customer loyalty

Led onboarding and training for new Strategic Partners, delivering tailored sessions grounded in industry best practices to ensure successful integration

Facilitated team meetings, tracked KPIs, and implemented performance strategies to drive accountability and achieve service excellence goals

Managed all strategic partners and maintained the interactive Partner Manifest, conducting regular performance reviews to assess ROI and strengthen partner relationships

Sage Atlanta, GA 2017 – 2021

SR. CUSTOMER SUCCESS COACH / SAGE AMBASSADOR

Oversaw seamless customer migrations from Sage 50 Desktop to Sage Business Cloud Accounting, ensuring minimal disruption and maximum adoption

Onboarded and trained new customers using proven best practices, equipping them with tools and knowledge for long-term success and product satisfaction

Developed and contributed to Knowledge Base articles and live webinar content, enhancing customer self-service and reducing support volume

Conducted proactive daily outreach to drive engagement, address pain points, and elevate Net Promoter Score (NPS) goals as a trusted Sage Ambassador

Mentored new hires on performance metrics, KPIs, CSAT, and NPS goals, accelerating team readiness and reinforcing a customer-first culture

Lead Forensics Atlanta, GA 2016 – 2017

CUSTOMER SUCCESS COACH

Partnered with clients during onboarding to define strategic goals and success benchmarks, delivering tailored roadmaps to maximize ROI from the Lead Forensics portal

Delivered advanced portal training sessions focused on feature adoption and data-driven methodologies proven to drive client success

Led monthly and quarterly business reviews with key stakeholders, analyzing performance metrics to optimize portal usage and ensure continued value

Identified upselling opportunities by evaluating website behavior and generating high-quality, sales-ready referrals based on client activity

Boosted client retention by providing ongoing consultative support, promoting educational content, and facilitating high-impact webinars and strategy calls

Rent Path Atlanta, GA 2014 – 2016

ACCOUNT COORDINATOR / NEW HIRE TRAINER

Collaborated with Sales Executives and District Managers to optimize ApartmentGuide.com and Rent.com listings, driving increased lead traffic and account performance

Conducted strategic service calls and live webinars to educate clients on marketing tools, campaign performance, and upselling opportunities, contributing to strong client retention

Analyzed lead reports and market data with property managers to assess advertising effectiveness and proactively address at-risk accounts

Trained new hires through weekly interactive sessions, highlighting the value of Certified Ratings, Reviews, and Ad Creator tools; recognized with the Marketing Sales Manager Award for Service Excellence across three consecutive quarters in 2015

ADDITIONAL HISTORY

ADMINISTRATIVE ASSISTANT Planet Fulfillment – Atlanta, GA 2014

CUSTOMER SERVICE REPRESENTATIVE Georgia Department of Driver Services – Conyers, GA 2011 – 2014

WORLD HISTORY INSTRUCTOR First Coast High School – Jacksonville, FL 2006 – 2010

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