Gemma Dhalluin-Davies

Customer Success Manager Account Manager @Appvizer

I manage a portfolio of 300+ SaaS clients ranging from mid-market to key accounts. My daily responsibilities include:Onboarding:• Guide new customers through the onboarding process• Assist with data mining, tracking script installation and reporting general customer account • Provide training and resources to help customers understand and effectively use the serviceCustomer Relationship Management:• Build and maintain strong relationships with customers• Act as the main point of contact for customer inquiries and issues• Conduct regular performance reviews with customers to check we are aligned with their goals and provide ROI.• Provide a website audit to ensure the campaign\'s successCustomer Retention:• Identify at-risk customers and develop strategies to retain them• Address and resolve customer concerns promptly to prevent churn• Monitor customer KPI’s and proactively engage with customers showing signs of dissatisfactionUpselling and Cross-Selling:• Identify opportunities to upsell or cross-sell additional products or services that align with the customer’s needs• Work closely with the sales team to facilitate expansion within existing accounts• Develop proposals and business cases for additional services or upgradesProduct Adoption and Support:• Troubleshoot and resolve customer issues, coordinating with product and marketing team• Identify and share improvements for our platform and overall customer success processes