Customer Success Manager

Ameli Dzhonson *************@*****.*** • 551-***-****

LinkedIn URL • Miami, Fl

Customer Success Management

Results-oriented client services professional with a proven track record of success in increasing customer retention, reducing churn, and driving business growth to maximize revenue in a fast-paced environment. Collaborative, data-driven, and creative problem-solver adept at managing complex accounts and leading go-to-market teams to achieve business goals. Proficient in developing and executing effective customer retention strategies, optimizing operational efficiency, and delivering exceptional customer experiences. Expertise in client support and account management. Committed to building and nurturing strong customer relationships at all levels. Experienced in leveraging data analytics and customer insights to identify improvement opportunities and develop tailored solutions.

Areas of Expertise

● Customer Success Management

● Customer Relationship

Management

● Onboarding & Training

● Technical Service & Sales

Acumen

● Strategic Account & Partnership

Management

● Escalation Management & Customer

Retention

● Performance Metrics & Reporting

● Cross-functional Collaboration

● Salesforce, Jira, Zendesk

● SQL, Excel

● Project Management

● Contract Negotiation &

Renewals

● Customer Needs Assessment

Career Experience

Elastic Suite - B2B and Ecommerce SaaS, Denver, Colorado (Remote) June 2022 – Present Customer Success Manager

Ensure and maintain customer satisfaction by managing expectations and promptly addressing service issues. Provide ongoing post-implementation support and effectively handled account management tasks. Employ appropriate verification techniques to effectively manage changes in project scope, schedule, and costs.

● I manage a portfolio of 25 accounts, and responsible for retaining an ARR of $1.5M to $2M.

● Strengthen client relationships through frequent interactions with bi-monthly or monthly cadence calls.

● I lead strategic-level quarterly business reviews (QBRs) with decision-makers and executive sponsors to ensure alignment on business goals.

● Identify and develop best practice strategies.

● Conduct product training and facilitate platform adoption.

● Collaborate closely with the product team to address and resolve client issues.

● Resolve technical problems.

Synthesio - SaaS Platform for Social Media Analytics, Singapore Dec 2019 – Jun 2021 Customer Success Manager

Trained and guided customers in constructing their dashboards. Acted as primary interface with the customer base. Identified opportunities for upsells throughout the implementation process. Drove cross-functional collaboration to deliver exceptional customer experiences. Spearheaded initiatives to enhance team efficiency and productivity.

● I manage a portfolio of 25 accounts, and I was responsible for retaining an ARR of $1M

● Collaborated closely with clients to identify continuous improvements and adaptations.

● Monitored project performance and reported to management as needed.

● Provided ongoing post-implementation support and account management.

● Streamlined onboarding processes resulting in improved client retention.

● Implemented effective training programs.

● Leveraged data analytics to identify trends and recommend strategic improvements for clients. Page 1 2

Smartly.io, Singapore Jun 2018 – Dec 2019

Operations Manager

Successfully managed office relocations, coordinating logistics and minimizing disruption to business operations. Oversaw budgeting, reporting, planning, and auditing processes, driving financial accountability and informed decision-making. Conducted in-person team-wide product training, equipping employees with the necessary skills to maximize platform utilization.

● Developed and implemented comprehensive operational policies and procedures, optimizing efficiency and ensuring seamless workflows.

● Fostered a performance-driven culture and boosted team morale through effective leadership and motivational strategies.

● Proactively identified and addressed company-wide problems and opportunities, implementing innovative solutions to drive growth and improve operations.

Zada, London, UK Aug 2014 – Aug 2017

Finance Assistant

Managed and addressed day-to-day operations and inquiries efficiently. Executed project management and software implementation. Delivered exceptional customer service to both new and existing clients.

● Handled purchase ledger, general ledger, and sales ledger.

● Reconciled cash and bank accounts and allocated funds in the SAP system.

● Managed credit control activities, including debt collection and statement sending.

● Conducted cost analysis for different departments and tiers.

● Assisted with audit and PAYE reconciliation.

Portland TV, London, UK May 2014 – Aug 2014

Assistant Management Accountant

● Assisted in preparing monthly management accounts for TV companies.

● Prepared rolling forecasts and annual budgets.

● Reviewed and assisted with monthly reporting schedules.

● Supported balance sheet reconciliations.

● Provided weekly sales statistics updates to management. Testronic Labs, London, UK Apr 2009 – May 2014

Finance Assistant Manager and Analyst

Conducted variance analysis and provided valuable insights to support financial planning and forecasting processes. Collaborated with cross-functional teams to streamline financial processes and improve overall efficiency.

● Managed purchase ledger and sales ledger.

● Conducted pricing analysis for individual pricing matrixes.

● Prepared accruals and prepayments and posted journal entries.

● Performed intercompany analysis and reconciliations.

● Assisted with the preparation of monthly management accounts.

● Supported quarterly VAT returns.

Education

Bachelor of Arts in Law South Bank University, London, UK Translation services Middlesex University, London, UK Page 2 2

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