County Dublin, Ireland
Customer Success professional with a background in hospitality and a strong focus on building meaningful client relationships. Experienced in driving engagement, retention, and growth within the SaaS sector through a consultative and relationship-led approach. Combines strong communication and collaboration skills with a genuine interest in understanding client needs and delivering measurable outcomes. Passionate about creating value for both clients and teams through proactive support, data-driven insights, and continuous improvement.
My role within the organisation is to deliver exceptional value and support to our clients within the eCommerce industry. I manage a sizable book of business with accounts ranging from SMB to enterprise. I am dedicated to ensuring the successful adoption, implementation, and optimisation of all three products within the eDesk ecosystem for our existing customers. I play a crucial part in helping our customers with our solutions and play a pivotal role in adding value to our customers' subscriptions, which directly limits churn. Key Responsibilities: • Customer onboarding and Adoption: Guiding new and existing customers through the setup and configuration of eDesk, eDesk Outreach and Repriceer tools, ensuring the customer understands their setup, including features and functionality. • Customer Success Planning: Collaborating with customers and creating customised success plans with milestones and KIPs to measure the success of the solutions. • Issue Resolution and Escalation: Addressing customer issues promptly and coordinating with internal teams for effective resolution. • Value Realisation and Upselling: Identifying opportunities for customers to maximise value by suggesting relevant features while supporting them throughout the trial and purchasing phase. • Customer Retention: Ensuring customer satisfaction through continuous engagement and monitoring of success metrics. • Customer Advocacy: Representing customer feedback and needs to shape future enhancements to the platform. • Continuous Learning and Product Knowledge: Staying updated with the latest features and best practices to provide accurate guidance to the customer. • Churn Reduction: Monitoring internal data to intercept churn and make informed decisions on how to action any noticeable trends happening with the products. • Contract Renewals: Actively monitoring up-and-coming renewals by taking a 30-60-90-day approach with communication and ensuring any change in price is communicated effectively.
• Prospecting into the existing pool of customers and working closely with the CSM team to coordinate leads while also assisting the CSM in closing deals. • Although I was working as a BDR these two months were spent working closely with one CSM in particular before getting promoted to a CSM myself.
- Conduct WhatsApp API qualifying calls with C-level executives and department heads to ensure they are linked with the most relevant Business Solution Providers. Work in a dynamic environment and learn how to tailor the flow of the call to the individual I am speaking with. - Demonstrated history of exceeding weekly, monthly, and quarterly goals in conjunction with KPIs; guaranteeing to uphold relevant product knowledge in a growing program which ensured my success in my role. - Identifying patterns and resolving issues encountered by several SMB customers. Work to advocate and develop success stories for clients who have used our solutions to expand their businesses and recognise their achievements. - I developed within the team to become a senior representative working on enterprise target accounts to provide a more seamless handoff with clients. Develop deep connections with WhatsApp-approved partners to provide a seamless sales cycle for customers. Five months ago, I worked directly with new team members and coordinated employee training for new hires. I provide continuous advice, direction, and mentoring on responsibilities and best practices.
- Managing a high volume of calls in a prompt, friendly and professional manner in both an inbound and outbound capacity, all while striving to build a professional yet friendly rapport with clients. - Over-achieving my sales goals and objectives by diligently investigating incoming leads to maximise sale opportunities. - Working constantly on my sales tactics improvement to generate a healthy return for the business. - Providing product information to improve clients’ experience and drive product upsell and overall spend.
Customer Service Representative