Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

MARIAH ORTON

Traverse City,MI

Summary

Goal-oriented Client Success Manager proficient in promoting customer loyalty and ensuring retention through proactive and hands-on strategies. Skilled at delivering highly positive customer experiences as the primary liaison and company representative. Poised to leverage 18 years of experience and embrace a challenging new role.

Overview

24
24
years of professional experience

Work History

Customer Advocate Specialist

Liquid Web
08.2023 - Current
  • Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to customer service excellence.
  • Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Client Success Manager

RJG Inc
05.2021 - 05.2023
  • Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction
  • Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment
  • Assisted clients with strategic processes and provided with necessary tools to achieve success
  • Reached out to accounts on a bi-weekly basis to check on needs, understanding business operations and offer services
  • Tailored customer relationships by determining expected needs and finding correct solutions
  • Reviewed products and user documentation to assess compliance with client success processes
  • Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base
  • Increased profits through providing excellent customer service, following established guidelines and auditing sales reports

Relationship Advisor

Strategic Business Solutions
06.2018 - 05.2021
  • Conducted assessments to formulate training plans and manage client records
  • Created presentations for the sales team
  • Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity
  • Built relationships with customers to establish long-term business growth
  • Collaborated with upper management to implement continuous improvements and exceed team goals

Strategic Account Coordinator

RJG Inc
08.2016 - 06.2018
  • Escalated issues to appropriate channels as necessary
  • Facilitated weekly status reports, project documentation and client revenue reports
  • Updated internal databases and CRM with account information to maintain concise, clear records
  • Liaised with internal teams to facilitate proper pre-and post-sales service
  • Maintained extensive knowledge of competitors' offerings and presence in assigned territories

Store Manager

Sprint PCS formerly Basic Communications
02.2015 - 07.2016
  • Managed inventory control, cash control and store opening and closing procedures
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
  • Completed point of sale opening and closing procedures
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements

Assistant Manager

Basic Communications
03.2009 - 02.2015
  • Maintained positive customer relationships by responding quickly to customer service inquiries
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement

Sales Associate

Basic Communications
02.2006 - 03.2009
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
  • Provided positive first impressions to welcome existing, new and potential customers
  • Helped customers locate products and checked store system for merchandise at other sites
  • Answered customer questions regarding sizing, accessories and proper care for merchandise
  • Top sales performance numerous years in a row

Caregiver

Woodside and Southridge Senior assisted living homes
07.2001 - 06.2004
  • Give out medication to residents
  • Give insulin injections
  • Help with bathroom care; showers, bathing, teeth brushing etc
  • Cook meals
  • Clean facility
  • Take on walks and visit with residents

Education

High School Diploma -

TCAPS
Traverse City, MI

Skills

  • Revenue Generation
  • Maintaining Clean Work Areas
  • Renewal Opportunities
  • Satisfaction Surveys
  • Client Education
  • Customer Retention
  • Brand Enhancements
  • Information Updates
  • Renewing Accounts
  • Effective Customer Communication
  • Client Service Optimization
  • Sales Expertise
  • Teamwork

Additional Information

As an experienced communications professional with a background in Client Success Management, I am passionate about building strong and lasting relationships that help foster growth and success. My ability to listen and understand the needs of companies, combined with my exceptional communication skills, have allowed me to create meaningful connections that have benefited both my clients and their respective business.

Timeline

Customer Advocate Specialist

Liquid Web
08.2023 - Current

Client Success Manager

RJG Inc
05.2021 - 05.2023

Relationship Advisor

Strategic Business Solutions
06.2018 - 05.2021

Strategic Account Coordinator

RJG Inc
08.2016 - 06.2018

Store Manager

Sprint PCS formerly Basic Communications
02.2015 - 07.2016

Assistant Manager

Basic Communications
03.2009 - 02.2015

Sales Associate

Basic Communications
02.2006 - 03.2009

Caregiver

Woodside and Southridge Senior assisted living homes
07.2001 - 06.2004

High School Diploma -

TCAPS

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