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C: PHONE NUMBER AVAILABLE E: EMAIL AVAILABLE LinkedIn ProfileCustomer Success ManagerProfessional Summary Charismatic and results-oriented senior client success manager with over a decade of experience leading teams in call center operations and strategic sales opportunities that drive consistent revenue growth. Cultivates client relationships to effectively identify business pain points and propose customized solutions that enhance satisfaction while streamlining organizational processes. Often recognized for the ability to deeply understand customer needs and successfully translate their feedback into actionable strategies that drive sustainable business growth, elevate customer satisfaction, and achieve retention goals.Professional ExperienceSystems Alliance 2023 2024Senior Client Success Manager, Baltimore, MD Managed $2M in sales revenue through client implementation of software and digital solutions aiding unique business needs, including implementation of Acadia, a SaaS platform delivering access to digital work instructions and job aids. Collaborated with executive sponsors on expanding platform usage; analyzed client business challenges involving standard operating procedures (SOPs) and recommended solutions to digitize and streamline operations. Led software integration/onboarding projects and reviewed product usage/adoption to effectively update stakeholders and recommend additional training courses. Leveraged customer success stories to support sales and marketing teams with pre-sales inquiries, demonstrations, and collateral development, and analyzed software usage to identify potential expansion opportunities. Call Tracking Metrics 2020 2023Client Success Manager, Baltimore, MD Monitored at-risk customers and escalated any issues to leadership to reduce customer churn rates for this SaaS call monitoring product supporting business clients with call tracking and coaching needs. Managed commercial customer processes and addressed marketing inquiries, driving adoption, usage, and revenue growth, while also ensuring continuity in onboarding plans for new primary contacts within established accounts. Introduced innovative process enhancements, including SOPs for key business positions that reduced onboarding time by ~30 days. Trained new team members on all products, features, processes, and post-sale paid service/upgrade opportunities to help drive revenue and exceed business expectations. Led strategic planning efforts aimed at optimizing product adoption and usage while securing upgrades and long-term contracts to grow revenue among an established customer base. Prometric 2019 2020Client Success Manager, Baltimore, MD Oversaw account initiation and management for exam publishing clients, including generating comprehensive setup documentation to support program/exam changes and contractual compliance. Beth AlemuPage 1 of EMAIL AVAILABLE Built and fostered client relationships to better understand business drivers and testing program expectations; investigated any escalated issues and identified root causes to implement solutions and prevent recurrence. CallRevu 2015 2019Client Success Manager, Baltimore, MD Directed team of 30 and oversaw integration of CallRevu coaching and monitoring technology into automotive dealership client CRM systems nationwide. Enhanced and revitalized lead-generating quality control processes and ensured clients were trained on phone skills for improving sales and service appointment set rates. Collaborated with cross-functional team members on special projects and events, including client sales and marketing initiatives to help drive brand awareness and sales growth. Parker Therapeutic Services, Inc. 2013 2015Assistant to Chief Financial Officer, Baltimore, MD Supported CFO with daily finance operations, including budget management, financial statement preparation, audits, and developing materials and agendas for board of directors meetings. Reviewed team member expense reports and utilized QuickBooks to identify duplicate charges and other discrepancies. Partnered with CFO on development and implementation of accounting policies and procedures to enhance organizational efficiency, accuracy, and compliance with regulatory standards. Supported accounting team with accounts payable/receivable needs, payroll administration, and invoicing, while ensuring compliance with generally accepted accounting principles (GAAP). EducationSome Coursework Completed Towards Bachelor of Arts in Social Science, Towson University, Baltimore, MD Professional and Technical SkillsTeam Leadership Staff Development Customer Relationship Management Mentorship Cross-Functional Collaboration Coaching and Development Training Customer Service Client Onboarding Client Success Issue Resolution Risk Mitigation Compliance Quality Control Product Adoption, Retention, and Growth Project Management Process Improvement Strategic Planning Sales Account Management Written, Verbal, and Interpersonal Communication Written and Verbal Proficiency in Amharic QuickBooks Beth AlemuPage 2 of EMAIL AVAILABLE |
