Technical Account Manager with Customer Success Expertise
Resume:
Ebony Wiles
Buffalo, NY *****
********************@*****.***
Professional Summary
Customer-focused professional with expertise in account management, customer success, and enablement. Known for building strong relationships, driving product adoption, and delivering impactful training solutions. Skilled in cross-functional collaboration to resolve complex issues and support account growth. Seeking to foster long-term client partnerships and maximize value as a Technical Account Manager.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Remote Senior Customer Success Manager
United health group-Cheektowaga, NY
April 2020 to Present
Strategic Relationship Building: Owned and nurtured relationships with a book of high- value customers, acting as their dedicated advisor and primary point of contact. Created advocates through consistent delivery of a white-glove experience, especially during critical periods such as open enrollment, compliance changes, and company reorganization. Customer Adoption & Retention: Conducted customer assessments to understand goals, customizing strategies that increased feature adoption Provided hands-on guidance during feature launches, ensuring seamless integrations and supporting long- term retention. Issue Management & Escalation: Led the resolution of critical customer issues by coordinating across support and engineering teams. Successfully reduced average time-to-resolution by 46% through structured triage processes and escalations.
Cross-functional Collaboration: Partnered with account management, product, and engineering teams to resolve technical challenges, address client feedback, and participate in upselling opportunities Training & Enablement: Delivered tailored training sessions to improve customer understanding of platform features, workflows, and best practices, achieving consistently high customer satisfaction scores.
Technical Account Manager
The Economist-Amherst, NY
March 2013 to March 2020
Product Expertise & Customer Guidance: Demonstrated deep understanding of
• HR, payroll, and IT workflows, helping customers maximize their use of the product suite. Ensured customers stayed updated on product enhancements and industry best practices. Customer Milestone Management: Guided customers through key stages such
• as year-end payroll, compliance updates, and open enrollment, providing resources and training to minimize errors and ensure process compliance.
Advocacy & Escalation: Acted as a trusted advocate for customers, promptly
• addressing escalations and complex issues, leading to improvement in client satisfaction ratings. Add-On Opportunities: Identified potential upsell opportunities by proactively
• engaging with customers to explore additional features and enhancements that aligned with their business goals, supporting revenue growth alongside account management teams. Customer Success Specialist
Local Edge-Hyde Park, NY
May 2008 to March 2013
Long-term Customer Relationships: Built strong relationships with a portfolio of
• SaaS customers, providing regular check-ins, training, and feedback sessions that improved engagement and deepened loyalty.
Customer Experience Improvement: Developed new processes to enhance
• onboarding and issue resolution, reducing average customer onboarding time. Collaboration Across Teams: Worked closely with internal departments to align
• on product improvements and ensure seamless support for complex workflows, resulting in an enhanced customer experience and reduced issue escalation rates. Learning and Development Specialist
Local Edge-Hyde Park, NY
August 2006 to May 2008
Customer & Team Training: Designed and implemented training programs that
• enhanced product knowledge and feature adoption among both customers and internal teams. Created resources and training materials that simplified complex topics, leading to improved understanding and satisfaction.
Operational Efficiency: Optimized training workflows to minimize onboarding
• time for new hires and customers, enhancing efficiency and satisfaction by streamlining repetitive tasks.
Support for Cross-functional Goals: Enabled teams in support, product, and sales
• by providing insights into customer feedback, which informed improvements in product usability and customer experience.
Education
Science (A.S.) (Associate)
Niagara community college-Niagara Falls, NY
May 2015 to May 2015
Culinary arts (Bachelor of Science (B.S.))
Niagara community college The Culinary Institute of America-Niagara Falls, NY Computer Science Candidate (Bachelor of Science (B.S.) Bachelor) Grand Canyon University-Phoenix, AZ
Skills
• Microsoft Word
• Data collection
• Phone etiquette
• Windows
• English (10+ years)
• Organizational skills (10+ years)
• Data entry
• ServiceNow
• IT
• WordPress
• Business development
• Conflict management
• B2B
• Collection management
• Performance management (10+ years)
• Customer service
• Software troubleshooting
• Microsoft Powerpoint
• Business intelligence
• Time management
• Marketing
• Social media management
• Microsoft Excel (10+ years)
• HubSpot
• Salesforce
• Google Analytics
• SEO
• Analysis skills
• Microsoft Office
• SaaS
• Project management
• Communication skills (10+ years)
• Team management
• Stakeholder management
• Microsoft Outlook
• Jira
• Analytics
• Product management
• ERP systems
• Process improvement
• Management
• Computer networking
Certifications and Licenses
Cpa
Present
CPA
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