Customer Success Manager

MICHELE KNOTTEK

Bensalem, Pennsylvania • 267-***-****

**************@*****.*** • linkedin.com/in/michele-knottek

SUMMARY

Customer Success Manager that is detailed-oriented with experience in account management, customer support, and business analytics. Improving customer experiences through strategic process enhancements and data-driven metrics. A proven track record in driving customer satisfaction and optimizing operational efficiency.

KEY SKILLS

Customer Success & Relationship Management UAT Experience

Business Analytics & Reporting KPI & SLA Management

Process Improvement & Optimization Cross-Functional Collaboration

Complaint Investigation & Resolution Customer Support & Technical Assistance

Training & Development (SOPs, Work Instructions) Project Management & Documentation

Salesforce & CRM Tools Communication & Presentation

PROFESSIONAL EXPERIENCE

SENTARA HEALTH PLANS – Virginia Beach, VA

Business Analyst

August 2023 – September 2024

•Spearheaded the implementation of quality initiatives in the Customer Contact Center, ensuring customer success and operational efficiency.

•Guided the completion of quality initiatives, closing 45 of 53 initiatives within the first year.

•Acted as a liaison between customers, internal teams, and IT to define business requirements and deliver quality solutions.

•Wrote business requirements for Medicaid programs, enhancing service delivery and customer satisfaction.

CALA HEALTH – San Mateo, CA

Customer Success Specialist

June 2022 – March 2023

•Delivered expert support for Cala Trio therapy, assisting customers with product use and troubleshooting.

•Identified and escalated adverse events in line with FDA guidelines, ensuring regulatory compliance.

•Analyzed customer portal data to identify and address missing information, leading to improved customer satisfaction.

•Created work instructions and process documents for internal teams to streamline operations and meet quality standards.

SIGNANT HEALTH – Blue Bell, PA

Customer Experience Manager

November 2018 – May 2020

•Managed 30-40 customer support tickets per week, ensuring timely resolutions and high levels of customer satisfaction.

•Developed and tracked KPIs, providing insights into support issues and driving improvements in customer success strategies.

•Conducted biweekly meetings to update executive management on business analytics and customer feedback.

•Collaborated cross-functionally with stakeholders to improve processes and ensure customer SLAs were met consistently.

•Revised work instructions for customer care procedures, improving operational efficiency and customer experience.

SENSEONICS, INC. – Germantown, MD

Global Device Support Professional

April 2017 – June 2018

•Supported the Eversense CGM system, providing technical assistance to customers across 14 countries.

•Collaborated with training teams to develop educational materials and ensure customers received exceptional support.

•Conducted troubleshooting and issue resolution, working with cross-functional teams to address technical concerns.

•Developed product training manuals and Salesforce SOPs, enhancing customer care team knowledge and operational efficiency.

•Delivered hands-on training sessions for employees and international vendors, promoting effective customer support.

EDUCATION

PHILADELPHIA UNIVERSITY – Philadelphia, PA

B.S. in Business Management, 2016 (Summa cum Laude)

TECHNICAL SKILLS

Microsoft Office Suite, JIRA, Siebel, Salesforce, NetSuite, SharePoint, Master Control, Concur, SAP, Oracle, JD Edwards, SmartSupplies, Confluence, Box, Arena, Zoom, DialPad, Slack, Visio, DocuSign, Gmail

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