Michelle Mason
Building Value Driven By Integrity, Data & Professional Empathy - Customer Success | Process Optimization | Documentation | Training
- Role
- Customer Success Project Manager at Clean Solar
- Location
- Sunnyvale, CA, US
- LinkedIn followers
- 500 followers
About Michelle Mason
Focus on swiftly building value, rapport and credibility with customers by becoming an…
Experience
Customer Success Project Manager
Sep 2021 — Present · San Jose, CA, US
Quickly became trusted customer partner, managing post-sales lifecycle for large portfolio of customers at different stages, optimizing customer experience o Utilized exceptional account management, communication, organization and memory recall skills to track progress and drive forward movement o Owned customer journey with consistent customer-service strategic engagements to build value and monitor health, identifying customer needs and setting realistic expectations to apply customer success principles o Increased retention and customer referrals by listening beyond the words o Advocated for the customer by communicating their needs to internal teams to quickly solve problems, converting disgruntled customers into happy ones o Translated directives from jurisdictions and PG & E into simple terms• Key contributor to organizational goals o Easily connected dots between executive vision, customer POV and those in the trenches to create scalable operational cadence o Partnered with sales to communicate opportunities for revenue growth o Diligently entered data into Salesforce to monitor progress of projects and to build a reporting infrastructure to identify areas of growth and problematic trends utilized for process improvement and the prevention of reoccurring issues o Recognized risks and escalated these with proposed solutions of mitigation• Created trainings, documentation, content and standardized communication tools to assist with implementation of business process changes
Education
NDNU
BA
Skills
- Salesforce.com
- My Passion Involves Process Improvements, Systems, Documentation and Training.
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