Atlanta Metropolitan Area
As a Senior Strategic Customer Success Manager at Hyland, I leverage my academic background and over nine years of customer success experience to ensure client retention, satisfaction, and growth. I partner with enterprise accounts on long-term strategic objectives and collaborate with cross-functional teams to deliver value and results. My mission is to help customers achieve their goals and optimize their use of Hyland's products and services. My core competencies include relationship building, product adoption, problem solving, and communication. I have increased my book of business revenue by 34%, maintained a 100% retention rate for two consecutive years, and enhanced the annual business review presentation for stakeholders. I have also created in-product tips and walkthroughs, captured baseline metrics, and resolved business impacting issues. I am passionate about customer success and always look for new ways to improve customer experience and outcomes.
Ensure client retention, establish milestones for new accounts while creating upsell and cross-sell opportunities for existing book of business. Proactively partner with enterprise accounts on long-term strategic objectives and collaborates with product, sales, operations, and marketing to ensure that client achieves intended results. Increased book of business revenue (2.5M) by 34% as well as achieved 87% of renewal and upsell quota by July 2021. Enhanced annual business review presentation for stakeholders which resulted in a 90% increase in C- level execs willingness to partner with Foxit’s long-term objectives. Maintained 100% retention rate for two consecutive years while ensuring book of business is 75% referenceable. Created an onboarding FAQ which resulted in increased client’s time to value by 50%. Implemented internal hand-off process for new enterprise accounts which boosted deployment and adoption rate by 75% Partnered with Marketing on cases studies which resulted in increased brand awareness of Foxit’s solutions. Continuously develop and share best practices with team members to increase client engagement and add to overall success of the customer success team. Cross-functional collaboration with Product to remove customer roadblocks and advocate for new features/enhancements which has led to average NPS score of 9.
Collaborated with internal teams and colleagues to promote customer growth with a proactive customer support approach while being an advocate for internal alignment on customer success. Maintained strong lines of communication with Account Executives for a smooth onboarding process. Onboarded over 70 SMB clients while maintaining a willingness to recommend of over 88%. Attended crucial product adoption calls with key stakeholders to resolve critical issues. Implemented weekly follow-up calls that reduced churn by 50%, this trend was quickly adopted by other CSAs. Analyzed usage patterns to provide client guidance on cost-saving solutions while creating new revenue opportunities for INAP. Collaborated with solutions engineers to upsell products, exceeded quota with 112% attainment.
Applied exemplary customer service to deliver an exceptional experience to customers. Advocated on customers’ behalf, quickly and effectively resolved issues, processed claims, and converted dissatisfied customers to enhance loyalty and satisfaction. Streamlined processes and developed strategies that consistently resulted in the achievement of top 25% in quarterly metrics. Applied conflict management skills to resolve complex problems quickly and effectively within a 24- hour timeframe to ensure prominent levels of customer satisfaction. Achieved 90% call flow accuracy, and developed performance reports for senior leadership. Performed random audits of contract files to ensure that documentation adequately supported customer's needs.