Enterprise Customer Success & Account Management

Victoria Monfort

Covington, GA 404-***-**** ****************@*****.***

Technical Customer Success Enterprise Account Management Salesforce CRM Business Analysis

Professional Summary

Results-driven Customer Success and Account Management professional with nearly 10 years of experience supporting enterprise and residential customers across technology and business operations. Skilled at building trusted client relationships, troubleshooting technical and operational issues, leading customer training, and collaborating with sales, technical, and operations teams to deliver exceptional customer experiences. Experienced with Salesforce CRM, Power BI, Microsoft Copilot, Amazon Vendor Central, EDI, and enterprise business systems. Core Competencies

Customer Success • Technical Account Management • Client Relationship Management • Salesforce CRM • Technical Troubleshooting • Business Analysis • Customer Onboarding • Client Training • Product Demonstrations • Cross-functional Collaboration • Power BI • Excel • EDI • Amazon Vendor Central • FourKites • Microsoft Copilot Professional Experience

Serta Simmons Bedding – Customer Supply Chain Analyst (2025–Present)

• Primary relationship manager for strategic enterprise customers including Amazon and Mattress Firm.

• Partner with customers and internal sales, logistics, operations, manufacturing, procurement, and IT teams to ensure successful outcomes.

• Resolve complex operational and technical issues while maintaining customer satisfaction.

• Develop dashboards, reporting, and executive presentations using Power BI and Excel.

• Conduct training sessions and serve as the Amazon Vendor Central subject matter expert. Customer Supply Chain Associate (2018–2025)

• Managed high-value enterprise customer relationships and coordinated customer support across multiple business functions.

• Led customer training and developed process documentation.

• Identified operational trends and recommended process improvements that enhanced the customer experience.

Comcast – Product Management Specialist (2015–2017)

• Supported product management initiatives, business analysis, reporting, marketing, and cross-functional projects.

Business Services Retention Representative (2013–2015)

• Managed B2B customer relationships using a consultative approach.

• Utilized Salesforce CRM to manage customer interactions and account activity.

• Recommended technology solutions, supported retention efforts, and mentored new team members.

Residential Retention Representative (2012–2013)

• Performed first-level technical troubleshooting for internet, voice, and television services.

• Guided customers through diagnostics by asking targeted questions to identify connectivity and equipment issues before escalation.

• Explained technical concepts in easy-to-understand language while documenting findings for technical support teams.

Education

Bachelor of Arts in Marketing and Public Relations University of Arizona Global Campus

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