Melissa Clem
Customer Success Leader @Benchmark Industrial
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WORK HISTORY
Customer Success Leader @Benchmark Industrial
Lead a cross functional team of 7, maintaining an NPS score of over 80%, through targeted improvements, exceeding KPI’s.• Establish and continuously review processes and policies to maintain operational efficiency and flawlessness.• Act as the customer advocate to ensure exceptional levels of communication to continuously exceed customer expectations. • Design and develop programs resulting in 14% growth MoM• Perform order processing, credit & rebills, RMA’s, product exchanges, and investigate invoice issues.
EDUCATION
Franklin University
Bachelor's of Science, Healthcare Administration
ABOUT MELISSA CLEM
With over 8 years of experience in customer success, I am passionate about delivering value, and driving growth for customers. I thrive in a collaborative and innovative environment where I can leverage my technical and interpersonal skills to ensure successful outcomes.Most recently, I was a Customer Success Manager at Upshop, a leading total store operations platform synchronizing Fresh, Center, eCommerce, and DSD solutions, driving strategic initiatives and renewals. I cultivated trusted partnerships with key stakeholders and identified and executed upsell opportunities resulting in $300k ARR. I also collaborated cross-functionally with Product and Engineering teams, aligning priorities for roadmap development. Spending 6 years as Head of Client Success at Fusionetics, an early-stage startup in movement science, I onboarded clients, developed best practices, designed, built and delivered user-guides, training materials, LMS, and other documentation. I led the support team and designed and executed email campaigns and promotions. With the opportunity to wear many hats and perform a broad range of tasks, I built a robust suite of skills. These multiple hats provided a unique challenge that was personally rewarding and allowed me to make a difference at every level of the organization and provide an exceptional and customized experience for clients.
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