Customer Success Manager

Amy Loggins

Lufkin TX ************@*****.*** 469-***-**** LinkedIn

Customer Success Manager

Strategic Customer Success leader with 15+ years of experience across training, client engagement, and implementation. Proven record building scalable systems and leading high-performing teams that drive adoption, retention, and growth—particularly within SaaS environments. A trusted cross-functional partner passionate about developing seamless customer onboarding experiences.

Professional Experience

Training Specialist RamQuest 2021 – January 2025

Designed and facilitated web-based and on-site training for internal and external stakeholders, ensuring consistent quality and effectiveness.

Redesigned the New Hire Orientation program, integrating company values, industry knowledge, and software fundamentals.

Developed advanced technical training for internal teams, streamlining knowledge transfer and improving performance.

Conducted process assessments and delivered tailored recommendations to improve client workflows.

Created branded, standardized documentation and learning resources to support ongoing training efforts.

Collaborated with implementation and support teams to customize training solutions and reduce post-implementation support needs.

Assessed software for client implementation.

Implementation and Training Director Aeroxchange LTD 2013 – 2021

Oversaw global implementation and customer success functions, supporting 12,000+ SaaS users across multiple platforms.

Built and led a high-performing training team; created onboarding journeys, renewal strategies, and education programs for customer accounts.

Implemented LMS technology and built customer success metrics and reporting systems to track adoption and long-term value.

Partnered with leadership on customer engagement strategies, contributing to customer satisfaction and retention goals.

Implementation and Training Specialist Aeroxchange LTD 2010 – 2013

Implemented 1200+ clients across 9 products.

Supervised complete implementation across all products purchased.

Evaluated current supplier processes and tailored training for each supplier.

Alleviated individual anxieties over new software and emphasized features that would elevate team efficiency.

Facilitated catalog compliance and upload.

Implementation Analyst Aeroxchange LTD 2007 – 2010

Managed database of 600+ supplier inventory catalogs.

Improved supplier inventory listing compliance from 16% to 86%; maintained compliance for tenure as Implementations Analyst.

Demonstrated exceptional phone skills: gathered facts before calling, provided supplier specific data, helped identify new contacts as needed through concise explanation of software.

Created scalable support documentation and tools for clients and internal teams.

Monitored client success metrics and usage data; provided feedback to product teams on user experience and friction points.

Provided organized and detailed reports to management.

Core Competencies

Program Development Quality Assurance Instructional Design LMS Implementation Training Audits & Metrics Analysis Cross-Functional Collaboration Stakeholder Engagement Process Improvement Customer Experience Optimization Public Speaking Strong Presentation Skills Global Training Multi-Site Coordination Customer Lifecycle Management SaaS Customer Success Cross-Functional Leadership Client Retention & Engagement Customer Journey Mapping Product Feedback Loop Implementation Strategy Training & Onboarding KPI Tracking & Reporting

Software Proficiency

ADP Aeroxchange Articulate Adobe PDF Camtasia Confluence Cvent Google: Documents, Drive, Mail GoTo Jira Microsoft: Excel, Paint, Power Point, Notes, Outlook, Teams, Word My Absorb Okta Pavaso RamQuest Replicon Salesforce WebEx Vonage Zoom

Education

Stephen F. Austin State University

Bachelor of Science in Psychology Minor in Philosophy (2005)

Angelina College – Associate of Liberal Arts (2003)

Hudson High School – Honors graduate (2000)

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