Customer Success Manager || Account ManagerCustomer Success Manager || Account Manager

Key Achievements:

Daily Operational Oversight: Direct daily business operations to ensure seamless execution, continuous workflow improvement, and strict adherence to organizational KPIs. Executive & Client Reporting: Synthesize complex performance data into analyst reports and present key actionable insights directly to the CEO and external clients. Pipeline & Growth Management: Maintain and oversee the sales pipeline, optimizing conversion touchpoints and ensuring alignment across commercial teams. Weekly Business Reviews (WBR): Conduct rigorous Weekly Business Reviews (WBR) to evaluate core metrics, address operational bottlenecks, and track team progress against strategic objectives. Social Media Management: Lead content creation strategies and performance analytics reporting across social media channels to amplify brand presence.

Key Achievements:

Key Responsibilities: End-to-End Account Ownership: Oversee the full customer lifecycle for assigned accounts – onboarding, training, usage optimization, renewals, and expansion – with a hands-on, proactive approach tailored to the nuances of hospitality and retail. Retention & Growth: Build and maintain strong relationships with key stakeholders (e.g., GMs, Ops Directors, IT leads), mitigate churn risk, and identify upsell and cross-sell opportunities to support account growth. Industry-Aligned Consultation: Understand the operational realities of restaurants, retail chains, and hotels. Offer best practices and strategic insights that help customers optimize labor, scheduling, inventory, compliance, and workforce engagement using our SaaS platform. Solution Adoption: Ensure successful deployment and continuous adoption of key features across all customer locations. Leverage product usage data and customer feedback to drive meaningful engagement. Customer Health & Success Plans: Develop and maintain success plans tailored to each customer’s business goals, including metrics for adoption, ROI, and satisfaction. Internal Collaboration: Partner with Product, Support, Implementation, and Sales to champion the voice of the customer and deliver a seamless, value-driven experience. Training & Enablement: Organize training sessions, webinars, and resources to upskill users and drive platform usage, especially with high turnover frontline teams. Reporting & Insights: Deliver regular business reviews and performance insights to demonstrate product impact and foster strategic conversations with decision-makers.

Key Achievements:

To drive customer satisfaction, retention, and growth by ensuring customers achieve their desired outcomes through the effective use of the company's products or services. Key Responsibilities 1. Customer Onboarding Guide new customers through the onboarding process. Set expectations and timelines for implementation. Provide product training and resources. Ensure early adoption milestones are met. 2. Customer Relationship Management Develop strong, long-term relationships with customers. Serve as the main point of contact for strategic accounts. Regularly check in with customers to monitor satisfaction. Conduct business reviews and gather feedback. 3. Product Adoption and Utilization Drive product usage by sharing best practices and use cases. Monitor customer usage metrics and engagement. Proactively address low engagement or usage patterns. 4. Support and Escalation Management Act as the liaison between customers and support or product teams. Ensure quick resolution of customer issues or concerns. Escalate critical problems when needed. 5. Churn Prevention and Retention Identify early warning signs of potential churn. Develop and execute retention strategies. Work cross-functionally to resolve blockers to customer success. 6. Upselling and Expansion Identify opportunities for account growth (upsell, cross-sell). Collaborate with sales or account management teams. Help customers understand the value of additional products or features. 7. Customer Advocacy Encourage satisfied customers to become brand advocates. Collect testimonials, case studies, and referrals. Promote customer participation in webinars, events, or community forums. 8. Feedback and Continuous Improvement Capture and relay customer feedback to internal teams. Influence product roadmap and service improvements. Help shape customer success processes and tools.

Key Achievements:

• Directed contact center support operations, managing system tickets within Salesforce to ensure smooth operational workflows. • Generated daily, real-time data reports tracking call volumes, hourly trends, and service level agreements (SLAs). • Mentored and supported customer care agents handling complex US payroll inquiries, software updates, and advanced tool diagnostics.