Customer Success Support Specialist

Elaine Kay Alfano Hill

*******@*****.*** 732-***-**** Woodbridge, NJ linkedin.com/in/elainekayhill

Professional Summary

Strategic Customer Success & Project Manager specializing in SaaS implementations and driving significant customer retention. Proven ability to deliver 98% customer satisfaction, cut support resolution times by 59%, and increase client retention by 30% using data-driven strategies and AI-enabled tools. Expert in Salesforce CRM, Agile project delivery, and building scalable success programs that accelerate revenue growth and strengthen customer loyalty.

Core Competencies

SaaS / B2B SaaS Customer Success Management Agile Project Management Salesforce CRM Implementation Client Onboarding & Retention Churn Reduction Cross-Functional Leadership AI & Automation Tools Data Analysis & Insights Risk & Change Management

Certifications

Google Prompting Essentials Certificate, Coursera (2025)

Generative AI Leader Professional Certificate, Coursera (2025)

Balancing AI & the Human Touch in Customer Service, LinkedIn (2024)

Customer Retention: Innovative Customer Service Techniques, LinkedIn (2024)

Six Sigma Certified Scrum Master, SSGI (2022)

Agile Project Management, Udemy (2022)

Professional Experience

Independent Consultant, Customer Success Project Manager

Jan 2020 – Present

Consolidated and managed all freelance and contract client engagements (including Mobile Freelance, LLC and Deveau Consulting Solutions, LLC), focusing on digital transformation and measurable client success.

Designed and executed an AI-enabled customer success strategy (Jasper.AI, ChatGPT, HubSpot) that cut manual tasks by 40% and increased client engagement scores by 25%.

Grew customer retention 30% over two years through personalized success outreach and lifecycle management.

Directed Salesforce implementation for a nonprofit (20 users), eliminating 85% of manual data entry through automation and Data Loader integration.

Developed a client referral program boosting retention to 95% and generating a 40% YOY increase in new client acquisition.

Saltclick, LLC – Salesforce Project Manager II, Customer Success Support

Jun 2022 – Jun 2024

Led a Salesforce CRM implementation that achieved 98% CSAT and cut support ticket resolution times by 59%.

Defined requirements, managed budgets, and set delivery milestones, completing projects 100% on time and within scope across multiple client engagements.

Reduced customer churn by 15% through proactive success planning and targeted upsell strategies informed by data analysis.

Built and coached a 10-member cross-functional implementation team, improving project success rates by 35%.

Elaine Kay Alfano Hill – Page 2 Cont.

*******@*****.*** 732-***-**** Woodbridge, NJ linkedin.com/in/elainekayhill

Mobile Enterprises, Inc. – Business Manager / Customer Success Manager

Mar 2011 – Mar 2021 (Recruiter Note: Dates shortened to focus on the most relevant decade)

Managed 20+ Fortune 500 accounts, generating 30% of new business through a highly effective referral program.

Increased corporate sales 20% annually, consistently driving multimillion-dollar revenue growth for over a decade.

Resolved complex client issues with innovative solutions, maintaining a consistent 95%+ customer retention rate.

Built a comprehensive lead-generation database, significantly improving conversion rates and sales scheduling efficiency.

Technical Skills

CRM & Project Tools: Salesforce Administration & Integration, HubSpot, Jira, Confluence, Smartsheet, Workday, Slack

AI & Automation: ChatGPT, Jasper.AI, Otter, Chatbots, Zapier, Data Loader

Methodologies: Customer Journey Mapping, Data Management & Reporting, SaaS Support, G Suite, MS Office

Education

ICS Learn – Associate, Management & Finance (2002); Programming (2003)

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