Summer Scaggs

About Summer Scaggs

Strengthening customer relationships and maximizing retention, my role as a Product…

Experience

1. Enterprise Customer Success Manager

   NEOGOV

   Oct 2022 — Present

   Working with a customer base of high dollar value. Improve upon our existing approaches to customer engagement and account management Handle escalations and work across teams to resolve issues; Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention; Work closely with your Account Executive counterpart to develop a joint success plan for your customers; Protect and defend annual revenue, customer base and subscriptions; Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction; Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn; Developing success plans for unhealthy customers; Managing clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across Deliver exceptional customer experience; Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed; Showing customers how features are used as they explore new use cases post-onboarding-PowerDMS Certified Professional

Education

• Michigan State University

  Bachelor's degree, Criminal Justice/Safety Studies

Skills

• Social Networking
• Media Planning
• Interactive Marketing
• Direct Mail
• Online Advertising
• Digital Strategy
• Media Strategy
• Traditional Media
• Marketing
• Outdoor Advertising
• Brand Development
• Social Media
• Marketing Communications
• Social Media Marketing
• Integrated Marketing
• Digital Media
• Direct Marketing
• Media Buying
• Email Marketing
• Interactive Advertising
• Digital Marketing
• Advertising