B. J. Joyce

About B. J. Joyce

I’m a Customer Success Manager with 16+ years of experience in SaaS, account management…

Experience

1. Senior Customer Success Manager

   EverCommerce

   May 2022 — Present · Denver, CO, US

   Optimized Customer Experience: Enhanced the lifecycle from post-sales to value realization, driving adoption, usage, and retention, resulting in improved customer satisfaction and loyalty.Key Liaison: Acted as the primary contact between internal teams and clients, ensuring seamless communication and alignment throughout the customer journey.Customer Advocacy: Advocated for clients by resolving issues quickly and focusing on maximizing value from initial setup to ongoing use.Customized Success Plans: Created and executed tailored success plans, monitoring customer health to achieve desired outcomes with EFX solutions.Business Value Education: Educated clients on the benefits of integrated payment solutions, helping them leverage the product to meet their business goals.Quarterly Reviews: Worked with Account Executives on quarterly reviews to align service delivery with customer needs and explore further engagement opportunities.Voice of the Customer: Used customer feedback to influence product roadmaps and improvements, ensuring solutions met evolving needs.Internal Coordination: Collaborated with Centers of Excellence (COE) teams to enhance customer service and support.Health and Support Management: Monitored customer health metrics and provided transparent issue resolution, ensuring high satisfaction levels.Project Management: Demonstrated strong project management skills by setting milestones, managing tasks, and leading cross-functional teams effectively.Proactive Problem-Solving: Thrived as a self-starter, applying a proactive approach to problem-solving and process design.Effective Communication: Built positive relationships and improved engagement through exceptional communication, collaborating well with cross-functional teams.Serve as a leader amongst my peers: Run training sessions and met with team members to give constructive feedback, coaching, and guidance to improve their performance, competence, and confidence in their role.

Education

• University of Colorado Denver

  Certificate in Entrepreneurship

• The Crankset Group

  Certificate of Conation

• Lincoln University Missouri

  BS

Skills

• Futuristic
• Leadership
• Recruiting
• Team Motivator
• Leadership Development
• Account Management
• Social Media
• Innovative Thinking
• Social Networking
• Social Media Marketing
• Debt Elimination
• Idea Generation
• Team Building
• Management
• Strategic Planning
• Advertising
• Media Sales
• Marketing Strategy
• Personal Finance
• Future Trends
• Event Planning
• Marketing
• Process Improvement
• Sales Operations
• Customer Service
• Training
• Strategy
• Contract Negotiation
• People-Oriented
• Sales