Bethany Pugh

Experience

1. Senior Customer Success Manager

   Wiser Solutions, Inc.

   Sep 2022 — Present

   Manage and maintain high customer retention rates by proactively driving product value, addressing issues, and coordinating renewal processes for Enterprise, Mid-Market, Key and SMB accountsBuild and maintain strong relationships with customers, acting as the primary point of contact for product-related needsCollaborate with Account Executives to pursue both upsell and cross-sell opportunities based on customer needs, promoting additional solutions to help customers in achieving business goals and objectivesConsistently achieve and exceed growth targets by implementing strategic outreach, strengthening customer relationships, and identifying new revenue opportunities, contributing to sustained annual performance gainsPartner with operations, customer engagement, and technical support teams to drive seamless customer onboarding, implementation, and project executionConduct regular business reviews with customers to discuss goals, product usage, feedback and opportunities for growthGather and analyze customer feedback to relay insights to product and development teams, influencing feature prioritization and product roadmapsTrack and report on KPIs, including customer satisfaction, product usage, customer business goals and engagement metrics, to support customer success strategiesManage and support 26+ customer accounts using Wiser Solutions Power BI, Microsoft Office, and Jira to ensure efficient project management and customer satisfaction

Education

• Salisbury University

  Bachelor of Arts (B.A.), Psychology

  2011

• Salisbury University

  Bachelor of Science (B.S.), Health Teacher Education

  2011

Skills

• Strategic Planning
• Customer Retention
• Customer Service
• Teamwork
• Temporary Placement
• Social Networking
• Research
• Personal Styling
• Cold Calling
• Group Work
• Customer Success
• Team-Oriented
• Training
• Customer Satisfaction
• Fashion Styling
• Fashion
• Sourcing
• Networking
• Public Health
• Event Planning
• Negotiation
• Recruiting
• Event Promotion
• Goal Oriented
• Talent Acquisition
• Social Media
• Strategy
• Leadership
• Microsoft Office
• Sales
• Human Resources
• Public Speaking
• Facebook
• Goal Setting
• Telecommunications
• Teaching
• Time Management
• Customer Oriented
• Microsoft Word
• Team Leadership