Driven customer success leader with a technology background and passion for providing world class customer service and team support that would excel in a senior management or leadership position.
Senior Manager of Customer Success - Realpage - Richardson, TX - Remote (March 2023 - Present)
> Manage a high-performing customer success team that consistently exceeds performance targets.
> Collaborate cross functionally with support, sales, and product teams, ensuring a unified approach.
> Define procedures and operations to plan, prioritize, execute, and measure success of CS initiatives.
> Implemented process enhancements that reduced unmanaged churn and revenue loss by 17%.
> Delivered effective training programs to consistently achieve a 95% customer satisfaction rate (CSAT).
> Establish relationships with key customers to serve as an escalation point for top customer concerns.
Customer Success Director / Broker - Latest Realty - Midland, MI (October 2018 - March 2023)
> Lead customer success team, establishing processes for working with luxury sales clients.
> Onboarding clients to be successful selling their home utilizing our platform and agent assistance.
> Advise, support, and advocate for FSBO clients with strategy calls, coaching, and web/phone support.
> Answer client questions, review contracts, and suggest negotiation tactics in custom ticketing system.
> Daily reporting and check-ins to drive the process, maximize service value, and customer experience.
> Invest in client success and provide positive feedback to mitigate churn and retain customer loyalty.
Team Leader / Realtor - Modern Realty (July 2015 - October 2018)
Web Technologies Programmer - Mid Michigan College (May 2011 - August 2014)
Web Manager - Clare-Gladwin RESD (January 2008 - May 2011)
Webmaster - Delta College Corporate Services (August 2006 - January 2008)
Web Tech / Help Desk - Delta College (August 2002 - August 2006)
Customer Success Skills: Customer Relationship Management, Product Adoption Strategy, Performance Coaching, Risk Assessment, Escalation Handling, Best Practices Implementation, Data-Driven Decision Making, Process Improvement, Team Leadership, Cross-Functional Collaboration, Thought Leadership, Reporting and Data Analysis, Talent Development, Recruitment and Onboarding, Strategic Planning, OKR Management, Prioritization
Business Skills: Strategic Planning, Data Analysis, Market Research, Financial Analysis, Project Management, Business Development, Budgeting and Financial Management, Risk Management, Relationship Management, Negotiation Skills, Contract Management, Market Segmentation, Business Process Improvement, Decision-Making, Problem-Solving, Presentation Skills, Team Leadership, Cross-Functional Collaboration, Sales / Marketing Strategy
Delta College - University Center, MI
A.A. Associates Degree, Focused in Web Information Technology