Jalen Phav-Linston
Customer Success Manager @ Team Velocity | Certified in UI/UX Design, Google Analytics, and Web Development.
- Role
- Customer Success Manager at Team Velocity
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Jalen Phav-Linston
As a Customer Success Manager at Team Velocity, I combine my B2B SaaS expertise, my…
Experience
Customer Success Manager
Jan 2025 — Present
Client Relationship Management: Serve as the primary website contact for a portfolio of dealership clients, driving retention and satisfaction through proactive communication and ongoing performance reviews.AI-Powered Product Adoption: Drive adoption of Assistant.ai, an AI-driven consumer chat tool, enhancing customer engagement and contributing to higher lead conversion rates.Product Utilization & Expansion: Encourage adoption of new website features and tools, contributing to increased customer lifetime value and a 20% uptick in revenue per customer through upsell initiatives.Strategic Reporting & Analysis: Deliver monthly performance reports combining Google Analytics, SEO data, and internal KPIs to identify trends, prioritize enhancements, and guide client strategy.Issue Resolution & Prioritization: Resolve client issues swiftly, triage technical bugs, and manage backlog requests through Salesforce to ensure efficient case management and team coordination.Campaign Optimization: Collaborate with internal teams to support website and Assistant.ai campaign execution, resulting in measurable gains in engagement, lead generation, and online conversion rates.Cross-Functional Alignment: Partner with digital, creative, and product teams to execute site improvements and maintain seamless support across all departments.Customer Advocacy & Feedback Loops: Gather and escalate user feedback to influence product development (including AI-driven tools), while consistently promoting enhancements that align with business goals.Website Enhancement Strategy: Provide tailored recommendations for SEO, content structure, site responsiveness, and third-party integrations to boost website performance.Engagement & Satisfaction Tracking: Monitor engagement metrics and Assistant.ai interaction performance to continuously improve the customer experience and drive advocacy.
Education
City Academy
High School Diploma
Western Governors University
Bachelor of Business Administration - BBA, Information Technology
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