Allison Gildea
Providence,RI
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to take on challenging new role.
Overview
6
6
years of professional experience
Work History
Client Success Manager - Team Lead
CORE Higher Education Group
05.2022 - Current
- Managed a book of business encompassing 35 clients, consistently achieving a 97% customer satisfaction rating through effective communication and personalized solutions.
- Led a team of Customer Success Specialists, providing mentorship, training, and guidance to drive team performance, enhance customer engagement, and ensure the achievement of collective and individual goals.
- Diligently monitored Salesforce, Monday, and other software platforms to identify opportunities for enhancement, address concerns, maintain consistency, and acknowledge exceptional contributions.
- Conducted bi-weekly insightful performance evaluations of team members, identifying their strengths and areas for improvement, and collaboratively developing tailored plans to drive growth and championing initiatives to ensure client success.
- Analyzed data and metrics to identify trends and opportunities for improvement, enabling clients to achieve their business objectives more effectively.
- Identifying areas of opportunity to better the client success process by conducting post-mortems.
- Created training and resources to enable the client success team to confidently work with each product in the suite to best serve our customer base.
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined communication between clients and internal teams for smoother project execution.
Client Success Specialist
CORE Higher Education Group
04.2021 - 05.2022
- Built and nurtured long-lasting relationships with clients, understanding their business needs, and providing strategic guidance to optimize their utilization of products and services.
- Collaborated cross-functionally with sales, marketing, and product teams to ensure seamless on-boarding, client satisfaction, and product enhancements.
- Conducted regular check-ins and business reviews with clients, addressing concerns, providing performance insights, and identifying growth opportunities.
- On-boarding multiple clients to successfully achieve their initial goals by providing strategic advice and guidance using best practices.
- Acted as a customer advocate within the organization, ensuring client feedback and pain points were communicated and addressed to drive product improvements.
Project Office Coordinator
Mass Movement Inc
05.2018 - 04.2021
- Collaborated closely with district managers to strategize and execute installations and projects, ensuring project success
- Daily correspondence with vendors to ensure comprehensive fulfillment of customer orders, promoting seamless end-to-end service delivery
- Expertly managed the complex orchestration of travel logistics for over 100 employees, arranging air travel, car rentals, and hotel accommodations with precision.
Education
Bachelor of Arts - History
Bridgewater State University
Bridgewater, MA05.2016
Skills
- Client Relationship Management
- Project Management
- Customer Satisfaction
- Client Education
- Training and mentoring
- Client Advocacy
Timeline
Client Success Manager - Team Lead
CORE Higher Education Group
05.2022 - Current
Client Success Specialist
CORE Higher Education Group
04.2021 - 05.2022
Project Office Coordinator
Mass Movement Inc
05.2018 - 04.2021
Bachelor of Arts - History
Bridgewater State University
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