Lance Merkin
Lead Customer Success Manager at Smartsheet
- Role
- Customer Success Manager at Smartsheet
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Lance Merkin
I am a people person above all else. I’m also a progressive and strategic leader with…
Experience
Customer Success Manager
Aug 2016 — Present · Bellevue, WA, US
I simplify our customer\'s lives by showing them how the Smartsheet platform can handle their workloads better.Specifically, I do the following:• Perform initial on-boarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.• Execution of comprehensive engagement and communications strategies to proactively maintain high customer satisfaction.• Serve as the Smartsheet subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers.• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account.• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Smartsheet.• Analyze usage patterns to gain insights, provide guidance and increase customer satisfaction• Serve as the primary interface to manage and resolve any critical situations• Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities• Provide expert consultation on customer engagement processes that ensure rapid adoption, usage velocity, high-renewal and referral rates in our larger customers, many of which operate at massive scale.
Education
The University of Texas at Austin
Business Àdministration
Skills
- Team Leadership
- Stored Procedures
- Powerpoint
- Microsoft Excel
- Leadership
- Salesforce.com
- Sql
- Team Building
- Management
- Javascript
- Html
- Customer Service
- Negotiation
- Networking
- Strategy
- E-Commerce
- Marketing
- Business Development
- Programming
- Strategic Planning
- Microsoft Sql Server
- Cross-Functional Team Leadership
- Analytics
- Marketing Strategy
- Tableau
- Project Management
- Access
- Microsoft Office
- Sales
- Consulting
- Business Intelligence
- Customer Satisfaction
- Databases
- New Business Development
- Problem Solving
- Smartsheet
- Pivot Tables
- Start-Ups
- Sales Management
- Integration
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