Shavonda Smith-Usher
Data Scientist | Data Analysit| Process Improvement | Business Analytics | Strategic Planning | Financial Performance | Budgeting & Forecasting | Cross-Functional Leadership | Customer Success Manager | SAAS|Govcon
- Role
- Customer Success Manager at Generali Global Assistance
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Shavonda Smith-Usher
General Operations Solutions is a comprehensive business solutions provider that…
Experience
Customer Success Manager
Jan 2024 — Present · FL, US
Client Onboarding: Guide new clients through the onboarding process, ensuring a smooth transition from sales to full product adoption.Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders and decision-makers in the client organization.Customer Advocacy: Serve as the voice of the customer within [Company Name], identifying customer pain points, feedback, and potential areas for product improvement.Proactive Engagement: Monitor customer health metrics and proactively engage customers to optimize product usage and achieve their business goals.Issue Resolution: Act as the first point of contact for client issues, coordinating with support and other teams to ensure timely resolution.Renewals & Retention: Drive customer renewals and reduce churn by ensuring customer satisfaction and helping clients realize the value of their investment.Upselling & Cross-Selling: Identify growth opportunities within existing accounts and work with the sales team to drive upsell and cross-sell opportunities.Client Training: Conduct training sessions, webinars, and workshops to ensure clients are well-versed in our product’s capabilities.Reporting & Insights: Regularly review and report on customer metrics, usage patterns, and success outcomes, providing clients with data-driven recommendations.Collaboration: Work closely with sales, product, and support teams to ensure the best possible customer experience.
Education
University of Phoenix
Data Science: Business Analyst
University of Phoenix
Business Administration and Management, General
University of Phoenix
Bachelors , Data Science: Business Analyst
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