Customer Success Manager and Client Experience Leader with over 6 years of experience in customer service delivery, customer support, business development, and relationship building. An insatiable learner with impeccable written and verbal communication skills and excellent interpersonal skills. Ability to hire, train, and develop customer relationship representatives into a superlative team, meet aggressive deadlines, and manage multiple projects simultaneously in a fast-paced, dynamic environment.
Joblogic is the number 1 service management software in the UK.• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.• Acquire a thorough understanding of key customer needs and requirements.• Expand the relationships with existing customers by continuously proposing solutions that meet. their objectives.• Ensure the correct products and services are delivered to customers in a timely manner.• Serve as the link of communication between key customers and internal teams.• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.• Play an integral part in generating new sales that will turn into long-lasting relationships.Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
Deliver comprehensive leadership to a number of departments including phone support, chat support, setup support.
Developing and implementing various business improvement initiatives including process re-engineering and workflow redesign, promoting efficiency and productivity while improving customer experience.
Closely monitoring daily operations across departments to ensure the highest quality support and customer service is provided at all times, utilizing innovative strategies to maximize CSAT scores, minimize churn, ensure full compliance with all relevant guidelines, and proactively support ongoing learning and professional development for all personnel Key achievements.
Enhance customer experience and satisfaction by empowering teams to take full responsibility and deliver the first-contact resolution of all customer inquiries. Boost productivity and morale through the implementation of a Performance Score Card and incentives metrics.
Delivered effective team coaching and training on leadership development. Maximized efficiency by introducing new innovative workflows within each department. Improved client satisfaction by establishing new client-focused processes for the support teams.
Oversaw $1.2mil book of business involving 350+ accounts, 90% SMB,10% Enterprise. Worked with executive level management to develop new metrics, Keypoint indicators (KPI), compensation structure, and training practices. Conducted online training sessions to new clients and led onboardingthe process to ensure the success rate. Exceeded past metric numbers while maintaining call volume andquality of the service. Developed skills and retention training modules for 10+ new hires inClient Success Team. Established 10% revenue growth during 2019 in the US through upsells andadd-on sales.
• Worked as a Phone Support Agent. Inbound and outbound.
• Assisted clients with their technical queries.
• Interacting and assisting the internal department’s sales and client success.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Met all customer call guidelines including service levels, handle time, and productivity.
• Effective liaison between customers and internal departments.