Alyssa Wakefield
Account Manager (Customer Success) SaaS • Renewals & Expansion • QBRs • Health Scores • Churn/Risk • Cross-functional partner
- Role
- Account Manager (Customer Success) at Ezfacility
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Alyssa Wakefield
Customer service is where I started, and it’s still the foundation of everything I do…
Experience
Account Manager (Customer Success)
Aug 2023 — Present · NY, US
Managed 200+ accounts under dedicated/shared models; maintained quarterly churn of ~3–5%• Led onboarding and training; 100% of clients met implementation goals/timelines• Ran QBRs and renewal touchpoints; drove adoption through 5+ client meetings/week (30–60 min)• Averaged ~$400/month expansion MRR and ~$400/month professional services revenue• Represented Sales/Support/Training/AM in biweekly R&D sprint reviews; tested features and delivered consolidated feedback to align builds with client needs• AM point person for API projects: monitored usage in 3Scale, partnered with R&D API specialists, and guided client/third-party developers on endpoint integrations (Swagger/OpenAPI basics)• Liaison to sister-company merchant services: handled escalations/collections and trained peers on workflows• Conducted health-score reviews and risk action plans to protect GRR/NRR
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