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Click here or scroll down to respond to this candidateCherri Smith-JonesEMAIL AVAILABLE (470) 277-4676 Atlanta, GA https://LINKEDIN LINK AVAILABLE SummarySeasoned Customer Success Manager with 5 years of experience, adept at fostering client relationships and enhancing customer satisfaction. Excelled in developing success plans, driving retention, and exceeding targets at RevenueBase and Gong, managing accounts from SMB to enterprise level. Seeking to leverage expertise in strategic planning and data-driven insights as a Customer Success Manager.Work ExperienceRevenueBaseLead Customer Success Manager Remote Jan 2023 - Jun 2023 Orchestrated the onboarding of national clientele, ensuring smooth collaboration with technical and marketing teams to align with customer objectives and deliver measurable results. Improved customer satisfaction scores by 35% by developing and executing a personalized onboarding strategy. Surpassed retention goals through strategic use of data analytics, resulting in a 20% increase in customer retention and a 10% boost in client base Annual Recurring Revenue (ARR). Innovated client support resources, including a comprehensive playbook and Success Planning Template, to enhance the customer onboarding experience and facilitate productive client engagements. GongCustomer Success Manager Atlanta, GA May 2021 - Nov 2022 Collaborated with cross-functional teams to facilitate the onboarding of new clients, ensuring alignment with their success metrics and establishing clear action plans. Managed client portfolios to proactively address requirements, achieving enhanced customer satisfaction and retention. Analyzed customer usage and performance data to provide strategic recommendations, contributing to the attainment of key business outcomes. Drove client growth through strategic account management, resulting in over $500K in additional revenue and surpassing growth targets by 38%.Lead ForensicsSenior Customer Success Manager Atlanta, GA Jul 2019 - Apr 2021 Developed and refined client onboarding procedures, facilitated discovery calls, and led training sessions to promote product adoption. Conducted Quarterly Business Reviews with key stakeholders and consistently engaged with Program Managers to foster strong client relationships. Successfully recovered $20,000 in at-risk revenue by rebuilding client confidence and negotiating solutions to prevent cancellations. Doubled upsell targets amidst challenging market conditions, contributing to recognition as Best Customer Success Manager for 2020.RubiconAccount Manager Customer Retention Specialist Atlanta, GA Mar 2018 - Jul 2019 Enhanced customer retention and loyalty by effectively managing key account portfolios, ensuring consistent client satisfaction and account stability. Drove revenue growth by generating over $150,000 in commercial waste sales, demonstrating adeptness in sales proficiency and strategic account development. Pioneered a sustainable waste management solution that transformed a client's disposal practices, achieving zero waste by repurposing discarded material for animal feed compost. EducationBermuda CollegeAssociate of Arts, Studied towards an AA Paget, Bermuda CertificationsBAND Business Analysis Nanodegree ongoingGoogle Cybersecurity Certification ongoingIAB Digital Marketing & Media Foundation Certification 2019 Sandler Sales Training 2017Business Supervisory Certificate 2016Business Ethics Certificate 2016SkillsCustomer Relationship Management, Coaching & Mentoring, Candidate's Name & Recruitment, Client Acquisition& Retention, Standard Operating Procedures, Data Analysis & Metrics Reporting, Customer Success Programs, Cross-Functional Communication, Business Development, Customer Retention Strategies, Data Analysis, Product Knowledge, Skills: Relationship Management, Customer Service Excellence, Empathy, Project Management, Onboarding and Implementation, Communication Skills, Salesforce, Hubspot, Jira, Confluence, Gainsight, MS Office, Google Workspace |
