Alex Cowart
Chicago,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer success skills. Experience stepping into roles and quickly making positive changes to drive company success. Dedicated to coaching, monitoring, and providing opportunities for growth to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Sr. Manager of Customer Success Team
YouScience
04.2022 - Current
- Manage a team of 16 employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance based on company goals
- Drove 85%+ in customer retention to meet or exceed company goals in 2022 and 2023
- Maintained 35+ NPS scores and high customer adoption rates
- Develop and refine processes for customer nurture campaigns, checkpoints, and QBRs conducted by CSMs
- Implement scalable techniques and seek out chances for process optimization to improve the overall customer experience
- Collaborate with cross-functional teams, including sales, marketing, product, etc. to connect customer success strategies to business objectives
- Influence customer lifetime value through higher product adoption, customer satisfaction, and overall health scores
Customer Success Manager
YouScience
11.2017 - 03.2022
- Created and implemented successful customer journey workflows and processes from sales handoff to client renewal in SAAS environment
- Onboarded and successfully managed over 100 strategic customer accounts each year
- Created a comprehensive, self-paced training program for school ambassadors, including writing, recording, organizing, and distributing content based on target audience
- Conducted over 1000 hours of live, engaging training with key districts and schools to create buy-in and ensure preparedness
- Collaborate heavily with product development team to write and edit copy, select designs, and enhance the features within the online tool
Teacher
Fulton County Schools
05.2014 - 05.2017
- Utilized various types of technology in the creation of presentations, data collection and analysis, and classroom instructional tools
- Planned and developed rigorous and engaging language arts lesson plans for over 100 seventh grade students at differentiated levels
- Facilitated communication regularly and effectively with parents, colleagues, and administrators by way of a grade level newsletter in the form of an interactive blog
Education
Bachelor of Science - Middle Grades Education
The University of Georgia
Athens, GA05.2014
Skills
- Team Management
- Training & Development
- Relationship Building
- Account Management
- Talent Development
- Exceptional communication
- Cross-Functional Collaboration
- Driving Renewals & Upsells
- Salesforce
Timeline
Sr. Manager of Customer Success Team
YouScience
04.2022 - Current
Customer Success Manager
YouScience
11.2017 - 03.2022
Teacher
Fulton County Schools
05.2014 - 05.2017
Bachelor of Science - Middle Grades Education
The University of Georgia