Jonathan Falconi
Customer Success Manager at Compass
- Role
- Customer Success Manager at Compass
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Jonathan Falconi
PROFESSIONAL SUMMARY Senior Customer Success & Account Management Professional…
Experience
Customer Success Manager
Feb 2021 — Present · Raleigh, NC, US
Proactively manage a customer portfolio of 200+ agents, maintaining strong relationships with customers and ownership of customers’ success, measured through renewal rate and NPS• Perform initial onboarding of over 100 accounts and serve as the primary interface to manage and resolve any technical issues• Promote the adoption of Compass technology and convert customer portfolio from casual to active users by influencing valuable habits in the Compass platform via consistent coaching and strategic outreach • Develop and help implement best practices with the team to continually improve the quality and efficiency of our processes, to help customers meet their business objectives • Lead weekly customer trainings for product releases and updates and conduct in person Compass product and program trainings and meetings with agents as needed• Partner with a team of Sales Managers to provide insights on customer health, focusing on adoption and retention strategies• Collaborative team leader, serving as a mentor to multiple Customer Success Coordinators • Troubleshoot issues related to marketing, Compass tools, technology/devices, enterprise systems, etc.
Education
University at Albany
Bachelor’s Degree, Criminal Justice
2013 — 2015
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