Customer Success Leader - 4pm Midnight PST Availability

Dale Morris

407-***-**** / **************@******.***

PROFESSIONAL SUMMARY

Dynamic customer success and consultative sales leader with 10+ years of experience across SaaS and high-performance revenue environments. Known for leading and mentoring teams, exceeding KPI and sales targets, and improving customer retention and satisfaction through process optimization, targeted coaching, and strong performance accountability. Trusted cross-functional partner with a track record of strengthening operational workflows, supporting data privacy practices, and building natural talent pipelines that elevate customer experience, team performance, and business growth. Bilingual: Fluent in English and Spanish.

CORE SKILLS

Customer Success Leadership & Team Coaching

Customer Retention & Engagement Strategy

KPI Performance Management & Quality Assurance

Customer Experience Delivery & Service Recovery

Escalation Management & Issue Resolution

Cross-Functional Collaboration & Support

Workflow Improvement & Process Optimization

Data Privacy Protection & PII Compliance

TECHNICAL SKILLS

CRM & Sales: Salesforce, Keap (Infusionsoft)

Customer Support & Contact Center: Zendesk, Amazon Connect

Project & Collaboration: Jira, Slack, Google Workspace

PROFESSIONAL EXPERIENCE

AVVIO SOLAR — Gilbert, AZ

Sales Development Representative Sales Consultant Mar 2025 – Present

Qualified, nurtured, and scheduled high-quality sales appointments for the consulting team, supporting predictable pipeline flow and stronger lead-to-close conversion.

Ranked #1 Sales Development Representative company-wide by month two and generated $595,000 in revenue to date through disciplined discovery, high-value qualification, and consistent sales execution.

Promoted to Sales Consultant within four months based on measurable results, strong sales readiness, and leadership potential recognized by management.

Led daily sales meetings to align team performance, reinforce urgency, and deliver natural motivation through coaching, accountability, and real-time feedback.

Delivered recurring skill-building sessions to strengthen objection handling, qualification consistency, and closing behaviors across new and tenured team members.

SQUARE — Scottsdale, AZ

Customer Success Manager Dec 2018 – Nov 2024

Provided daily leadership, coaching, and performance direction for 10–15 Customer Success Advocates, supporting high-volume customer needs across technical support, billing, product guidance, and account management.

Drove team execution across KPIs including Cases per Hour, Adherence, Quality Assurance, Value Attribution, and Customer Satisfaction, consistently exceeding performance expectations through structured coaching and targeted performance action plans.

Mentored 30+ employees, creating natural development paths through skill-building, real-time feedback, and career readiness support leading to internal promotions into senior and leadership roles.

Earned 1st place in a company-wide sales competition and developed a high-impact training guide used by peer leaders to improve product positioning, confidence, and sales outcomes.

Standardized PII verification practices to strengthen data security, reduce customer risk, and improve compliance consistency through a natural, repeatable verification workflow adopted across the team.

Supported customer retention improvement through proactive engagement strategies, service recovery execution, and escalations support to protect customer relationships and elevate customer experience outcomes.

GOOD NEIGHBOR PORTER SERVICES — Orlando, FL

Co-Owner Mar 2017 – Jun 2018

Managed end-to-end maintenance projects for HOA clients, ensuring accurate scheduling, clear communication, and consistent on-time project completion aligned to budget and scope.

Improved operational workflows by introducing natural coordination routines that increased project efficiency, reduced delays, and strengthened customer satisfaction across service delivery.

NPE — Orlando, FL

Program Advisor Manager Mar 2016 – Oct 2016

Oversaw a team of six Program Advisors, improving lead pre-qualification and increasing Sales Consultants’ closing rates from 20% to 55% through structured coaching and stronger qualification discipline.

Streamlined cross-department workflows to improve execution speed, reduce friction between teams, and support cost savings through clearer handoffs and improved communication.

Revamped recruiting and onboarding processes to attract, train, and integrate top talent using a natural performance-based approach aligned to service standards and sales readiness.

INFUSIONSOFT — Chandler, AZ

Lead Development Manager Feb 2013 – Dec 2015

Sales Account Manager Mar 2010 – Feb 2013

Sales Agent Dec 2008 – Mar 2010

Advanced through progressively senior roles, consistently surpassing sales targets and performance expectations through strong pipeline execution and customer-focused discovery.

Strengthened customer relationships through consultative conversations, solution alignment, and consistent follow-through that supported long-term retention and account confidence.

Leveraged negotiation, objection handling, and natural relationship-building to convert prospects into long-term clients and drive recurring business value.

EDUCATION

MBA in Global Management, University of Phoenix — Phoenix, AZ May 2004

Bachelor of Arts in Communication, Arizona State University — Tempe, AZ May 1998

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