Neda Essa

About Neda Essa

I have worn many hats in my career and have a passion for helping businesses thrive! I have a vast array of experience ranging from executive level responsibilities leading teams to creating workflows and configuring programs. I enjoy putting processes in place using automations and truly go above and beyond in the work I do. I have always been a dynamic self-starter and goal-driven achiever who works closely with cross-functional teams and always delivers the absolute best unmatched internal and external customer experience. I possess excellent communication skills with the deepest passion and drive needed to achieve results. I\'ve always been a knowledge seeker with a very strong work ethic who loves a challenge.

Experience

1. VP of Customer Success

   Everee

   Dec 2021 — Present

   Align company objectives with overall customer success - Oversee customer onboarding and management - Establish metrics for customer success - Develop and configure Salesforce Service Cloud, Knowledge, Chat, and bot for our support team- Configure Monday.com complete with integrations to Salesforce, Aircall, and other tools that help enhance and automate processes- Lead customer success teams and create training presentations, materials, and handbooks- Implement customer support and onboarding processes, workflows, checklists, and procedures- Work with cross-functional teams and partners to enhance our user experience based on feedback- Create customer retention and engagement initiatives, assign leads to workstreams, and track progress- Create an effective and efficient team utilizing technology, tools, and learning - Define and optimize the customer life cycle by developing a company-wide customer feedback loop - Collaborate with teams to encourage product adoptions and ensure customer satisfaction and success - Identify opportunities for continuous improvement, increase contract renewal rates, and reduce client churn rates

Education

• University of Michigan-Dearborn

  Bachelors, Accounting