Summary
Overview
Work History
Education
Skills
Timeline
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ALANA PARISH

Glendale,AZ

Summary

Seasoned Customer Success Manager with a proven track record at ChargePoint Inc., adept in technical support and fostering key account relationships. Excelled in issue resolution and customer advocacy, significantly enhancing product usage and customer satisfaction. Skilled in Salesforce and possesses a customer-centric mindset, ensuring successful cross-functional coordination and customer retention.

Overview

32
32
years of professional experience

Work History

Customer Success Manager

ChargePoint, Inc.
Phoenix, AZ
09.2022 - 09.2024
  • Managed and maintained a portfolio of key accounts, fostering long-term relationships.
  • Communicated with accounts using monthly outreach, as well as one-on-one meetings, to address problems and discuss business objectives.
  • Provided customer onboarding to ensure timely and successful product usage.
  • Advocated for customer needs within the organization, driving product improvements.
  • Trained customers via webinars and one-on-one training on product features and best practices, enhancing their overall experience.
  • Worked directly with key customers to meet business objectives using ChargePoint software features such as pricing, access control, and reporting.
  • Coordinated with technical support teams to resolve customer issues in a timely manner.

Support Services Specialist

ChargePoint Inc.
Scottsdale, AZ
10.2019 - 09.2022
  • Directed station owners from post-sale through station activation, communicating and managing all aspects of the activation process, including best practices, and training owners on the station management portal.
  • Coordinated with Sales, Operations, and Maintenance Partners, and the customer to achieve timely and accurate activation of stations.
  • Successfully managed the installation, activation, and validation of new charging stations, including troubleshooting station issues.
  • Resolved escalated and high-priority issues from customers while working directly with technical support, including Asset Transfers and Reactivations, improving customer satisfaction and retention.
  • Created and completed test case scenarios, including feedback during Salesforce User Acceptance Testing, as well as testing for the automated agent for activation tasks.
  • Created training and facilitated sessions with Driver Support, Owner Support, CSAM personnel, and new team members to assist with the increased volume of sales in Activations.
  • Facilitated communication between teams for the Activations/CSAM project.
  • Optimized activation departmental references through a thorough review and updates..
  • Trained and mentored other support specialists in the department.

Driver Support Representative

ChargePoint Inc.
Scottsdale, AZ
10.2018 - 10.2019
  • Provided customer support to ChargePoint drivers for electric vehicle charging via the Driver Support Hotline and support emails.
  • Researched escalated issues and assisted customers with refunds, where appropriate.
  • Collaborated on a successful CSAM initiative to improve customer satisfaction scores, including creating a visual display and a spreadsheet to enter and automatically calculate scores.
  • Spearheaded an initiative to update out-of-date macros used in daily functions.

Senior Business Systems Analyst

American Express
Phoennix, AZ
10.1992 - 01.2001
  • Worked as a Quality Assurance Tester, Release Coordinator, Internal Help Desk Analyst, Lotus Notes Programmer, and Business Systems Analyst. Additional details are available upon request.

Education

Bachelor of Science - Computer Science

Kansas State University
Manhattan, KS

Skills

  • Software coding
  • Technical Support
  • Project Management
  • Business Systems Analysis
  • QA and User Acceptance Testing
  • Customer-Centric Mindset
  • Effective Problem Resolution
  • Root Cause Analysis
  • Detail-Oriented Approach
  • Effective Verbal and Written Communication
  • Proficient in Excel, Salesforce
  • Extremely Proficient in ChargePoint NOS
  • Customer advocacy
  • CRM software
  • Strategic communications
  • Key accounts development
  • Customer needs assessment
  • Training and mentoring
  • Sales proficiency
  • Customer relationship building
  • Customer retention
  • Customer onboarding
  • Cross-functional coordination
  • Customer service
  • Inter-department collaboration

Timeline

Customer Success Manager

ChargePoint, Inc.
09.2022 - 09.2024

Support Services Specialist

ChargePoint Inc.
10.2019 - 09.2022

Driver Support Representative

ChargePoint Inc.
10.2018 - 10.2019

Senior Business Systems Analyst

American Express
10.1992 - 01.2001

Bachelor of Science - Computer Science

Kansas State University

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ALANA PARISH