Alex Chick

About Alex Chick

As a CS trusted advisor, Alex has built trust among customers and continues to implement technologies to accelerate processing speed and advance business transformation. Alex has lead national and global teams while presenting creative and authentic solutions to key stakeholders to identify success and reduce churn. Alex has expertise on how to drive successful relationships, resulting in customer satisfaction within the first 30 days, creates a clear understanding of company value early on and makes each customer a natural influencer of her brand. Being an advocate for her customers and relentlessly bonding with the internal teams to create more growth and better partnerships is what Alex is motivated by.

Experience

1. Senior Customer Success Manager

   Zenoti

   Feb 2021 — Present · Bellevue, WA, US

   Zenoti provides an all-in-one, cloud-based software solution for the spa, salon and med spa industry. The Zenoti platform is engineered for reliability and scale, harnessing the power of enterprise-level technology for businesses of all sizes. Zenoti powers thousands of spas and salons in over 50 countries. Zenoti allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. As a Senior Customer Success Manager, I help direct my team\'s impact with their customers to be successful within the first 30 days post implementation. Ensuring value and increasing adoption by establishing relationships with Executive sponsors. Identifying feedback from NPS scores and tracking KPIs through ChurnZero helps retain customer satisfaction during weekly meetings. It is imperative to streamline each customer\'s individual systems and reduce costs, while simultaneously improving customer retention and spending- Work with 12 top tier Enterprise Salons/Spas/Med Spas across the US - Create Playbooks for CSM team - Track record of large, complex customer requests and being their advocate - Align on specific business goals with business owners to create solutions by introducing new products or services that focus on driving revenue - Monitor customer satisfaction and help drive value while identifying areas of issues or concern and drive solutions involving different teams - Identify areas of opportunity by client needs to recommend appropriate solutions based on product knowledge, industry trends, and customer feedback through NPS scores and weekly meetings - Analyze customer data to identify areas of growth such as revenue generation and customer retention - Salesforce, Excel, DocuSign, Microsoft Teams, AWS Quicksights, ChurnZero, Gong

Education

• Trinity Lutheran College

  Bachelor of Arts (BA), Communication and Public Relations

  2011 — 2015