Customer Success Manager
Resume:
SHIVAUN VIRK
https://www.linkedin.com/in/shivaun-virk-b9a3a6159/
469-***-**** ********@*****.***
Passionate and experienced Customer Success Manager with a robust background in the Software sector, showcasing advanced skills in Success-Orientation, Client Retention, Customer Support, Team Building, and Process Building. Holds a Bachelor's degree in Business Administration and Psychology from Austin College, providing a strong foundation centered around support and adeptness in people management. EXPERIENCE
Yummy Extensions August 2023 - May 2024
Customer Experience Manager
● Streamlined customer experience operations to boost customer satisfaction and maintain loyalty.
● Addressed escalations with a solution-oriented approach, promptly resolving issues.
● Provided tailored services to enhance satisfaction and maintain revenue retention.
● Oversaw team activities, including scheduling, recruitment, and fostering professional development, which helped sustain departmental efficiency.
● Managed a team of 7 Customer Experience Specialists and handled scheduling, hiring, and development. Revalize December 2021 - June 2023
Customer Success Manager
● Collaborated cross-functionally to address customer requirements and contribute to revenue-generating campaigns, achieving a 90% retention rate with a $2M book of business.
● Managed medium-touch account renewals and retention, focusing on continuous adoption, cross-selling efforts, increasing usage, and decreasing churn.
● Worked with internal departments to improve the post-sales journey and enhance the overall customer experience.
● Created impactful presentations to highlight value propositions during business reviews.
● Ensured high NPS ratings and reached out to customers to obtain feedback for further discussions. Toluna October 2019 - December 2021
Customer Success Manager
● Spearheaded the creation of the Customer Success Management department, dedicated to bolstering retention and fostering growth.
● Streamlined the customer lifecycle by deploying strategic interventions and standardized methodologies to mitigate risks, resulting in a 100% retention rate among Enterprise-level customers.
● Fostered cross-functional collaboration to offer strategic insights, refining overall business strategies.
● Achieved Customer Success objectives by utilizing the QuickSurveys platform to improve lifetime value, transition free users to paid subscriptions, cross-sell and upsell prospects.
● Collaborated with the Sales team during pre-sale to assist with contract negotiations and adoption.
● Assisted pre-sales for enterprise customers like Bacardi and P&G to guide purchasing decisions.
● Worked closely with the Estee Lauder team to ensure success - provided white glove level service which led to my most esteemed relationship with a client.
● 100% retention rate - no customer churn with continued high NPS ratings SHIVAUN VIRK
********@*****.***
ECore Software Inc. May 2018 - September 2019
Lead Customer Success Manager (January 2019 - September 2019)
● Worked alongside the Director of Customer Success to enhance team efficiency and improve service standards.
● Acted as the main point of contact for escalations, inquiries, and bug reports for high-profile accounts.
● Managed resolution of intricate support matters, supporting the team in handling escalation calls, chats, and tickets.
● Arranged team-building activities to nurture camaraderie and cultivate a strong team ethos, while also facilitating peer mentoring and coaching to reinforce ongoing skill development and effective project management.
● Assigned to higher level customers to provide stellar levels of service and ensure satisfaction, retention and success.
Customer Success Manager (May 2018 - January 2019)
● Cultivated client loyalty and retention by offering technical and programmatic support after client onboarding, acting as their main point of contact.
● Identified potential upselling opportunities through business plan evaluations and routine Health Assessments to gauge program adoption levels.
● Conducted customized web training sessions to empower management teams on how to effectively train their employees.
● Spoke as a presenter at the 2019 eCore Software User Conference, actively contributing to the sharing of industry insights and knowledge.
EDUCATION & SYSTEMS KNOWLEDGE
Education:Bachelor’s of Art in Business Administration and Psychology (Double Major) Austin College Sherman, TX
SystemsKnowledge:DropBox,Gorgias,QuickSurveys,Salesforce,ShipStation,Shopify,Zendesk,Gainsight, HubSpot
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