Simone O.
Customer Success Manager @Avalara
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WORK HISTORY
Customer Success Manager @Avalara
Strengthened customer relationships, tracking success metrics with cross-functional teams to increase customer satisfaction and retention by 15%- Utilized Gainsight to manage a database of 200+ customer interactions monthly, resulting in a 20% increase in retention- Identified growth opportunities, tracking interactions with Salesforce and Gainsight, leading to a 10% increase in upsell opportunities and revenue growth - Demonstrated persuasive communication skills and delivered impactful presentations to stakeholders, driving a 30% improvement in engagement and buy-inKey Achievement: Increased account renewals by 30% through the implementation of personalized email templates and collaborating with external clients and internal teams
EDUCATION
College of Central Florida
Bachelor's degree, Business Administration and Management, General
ABOUT SIMONE O.
Result-oriented and empathetic Customer Success Manager with over 5 years of experience in client relations, sales management, and CRM utilization, with a focus on SaaS products and services within the software industry; delivering tailored solutions & insights, analyzing data, and fostering strong relationshipsSubject Matter Expert in all things product adoption and customer retention in regard to staying ahead of industry trends and market developments, cultivating lasting partnerships, ensuring clients receive satisfaction and maximize the full potential of the service offerings to accomplish their business needsAreas of Expertise: Relationship Building Stakeholder Collaborations Complex Problem Solving Software as a Service (SaaS) Product Presentations Multitasking & Prioritization Organizational Development Account Management Customer Onboarding Business Analysis Product Demonstrations Consultative Sales Technical Support Data Entry & Analysis Business-to-Business (B2B)Notable Customer Success Manager Impacts: Advocacy and Referrals: Implemented customer feedback programs to identify customer needs and pain points, resulting in a 15% increase in overall satisfaction. Leveraged customer advocacy and referrals to drive new business opportunities and expand the customer base Enhanced Customer Retention: Exceeded departmental goals by providing immediate, cost-effective, and proper resolutions to 10 clients per hour, resulting in a 115% achievement rate. Contributed to overall customer satisfaction and success, leading to increased customer retention and loyalty Expansion of Customer Accounts: Developed and executed customer success strategies in collaboration with stakeholders and cross-functional teams, resulting in a 10% increase in customer retention during the first quarter. Proactively identified upsell opportunities to drive revenue growth and maximize the value delivered to customersTechnical Tools: Salesforce Microsoft Office (Excel) Google Analytics Slack Asana GainsightContact Information: o••••••••@gmail.comI look forward to connecting with you!“We make a living by what we get, but we make a life by what we give.”
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