Alexandra Noder
Northglenn,CO
Summary
Enthusiastic team player looking to bring strong technical and analytical skills to help increase revenue and further expand the company, bringing eight years of experience with account management and customer retention to help create and maintain long-term customer relationships.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
KnowBe4
04.2021 - Current
- Resolved customer issues quickly and effectively while maintaining high degree of customer satisfaction.
- Communicated customer requests and pain points to internal teams to improve product function and customer retention.
- Maintained 97% onboarding percentage, even when taking on new accounts.
- Delivered regular business reviews and success plans to senior executives and key business partners.
- Made 20-30 calls, hosted 6-9 customer calls, and sent ~35 emails to assigned accounts per day.
- Managed over 300 accounts, with monthly outreaches and sustained retention.
- Understood product capabilities to obtain maximum value from solutions.
- Monitored customer usage data, health indicators and growth opportunities, translating into strategies for success.
- Worked with international customers, sometimes adjusting business hours to accommodate their working hours.
- Collaborated with internal teams to identify upsell and growth opportunities.
- Guided customers through upgrades, new releases and significant service milestones.
- Consistently met and exceeded sales targets.
- Researched and obtained relevant course materials to achieve training objectives for assigned accounts.
- Developed and implemented comprehensive training program to increase employee productivity and morale for assigned accounts.
- Troubleshoot and resolve issues with product integrations.
- Assist with training for incoming CSMs.
Inside Sales Account Manager
Sundyne
07.2019 - 04.2021
- Provided quotes and pricing agreements to accounts and customers
- Investigated potential violations and collaborates with Trade Compliance management to prepare voluntary disclosures
- Maintained internal control procedures with accompanying documentation
- Ensured processes and procedures supported efficient and timely workflow
- Managed inbound phone calls, online inquires and customer walk-ins
- Built relationships and trust with customers through open and interactive communication
- Demonstrated sound judgment of escalating urgent calls
- Assisted engineers with data entry and documentation
- Demonstrated high degree of accuracy when performed maintenance on customer accounts
- Educated customers on value of services and worked to retain customer base
- Demonstrated ownership and accountability of projects and activities
- Followed Compliance procedures and participated in Compliance training
- Resolved discrepancies between invoices and purchase orders
- Displayed strong initiative and organizational ability.
Receptionist / HR Assistant
Sundyne
03.2018 - 07.2019
- Maintained accurate, well organized associate files
- Maintained communication with and schedules interviews for hiring managers
- Kept inventory of office supplies, placing orders, putting orders away
- Created and maintained Work Instructions in Microsoft Word for administrative functions
- Maintained confidentiality of private and sensitive employee information
- Adapted to competing demands and shifting priorities
- Arrived on time and ensured all work was completed within set timeframes
- Analyzed information, considered all options and recommended solutions
- Trained in CPR and applying first aid
- Planned and prepared HR monthly birthday and anniversary celebrations
- Updated and maintained organizational charts, electronic records and confidential files
- Obtained necessary signatures and approvals on documents
- Greeted visitors and callers and screens visitors and callers for department head
- Planned, supervised and coordinated all meetings and catered functions
- Managed projects to produce results without close supervision
- Assisted accounting department with accounts payable including expense coding
- Managed interview schedules for department positions
- Demonstrated proficiency in using all Microsoft Office applications
- Exhibited excellent judgment, decision making and strategic thinking skills
Dispatcher / Office Administrator
Service Experts
03.2014 - 03.2018
- Organized and maintained filing systems, both electronic and physical
- Posted positions in Applicant Tracking System and to job boards and online platforms
- Maintained inventory control system, including updating computer systems
- Managed coordination of internal and external resources, ensuring to meet project needs
- Scheduled service and sales appointments with customers and prospects
- Coordinated problem resolution and customer specific issues with sales staff
- Developed and managed project plans, schedules and status reviews
- Worked flexible hours such as during evenings and weekends for planned programs
- Participated with local accounts payable department to insure accurate billing and timely payment
- Processed payment refunds, insufficient funds and chargeback disputes
- Verified discrepancies and resolved customer billing issues
- Followed up with customers on outstanding invoices
- Applied customer payments to accounts accurately and efficiently
- Counted daily cash deposits to prepare for weekly deposits
- Developed and updated job descriptions and job specifications
- Prepared monthly accruals and recurring journal entries for month end close
- Advertised and promoted open positions using social media and marketing
- Scheduled employment interviews with hiring manager
- Administered associate payroll and time card processes
- Coordinated communications between hiring managers and applicants
- Ownership of company's service plan growth - increased enrollment by 10% in 2016 and 9% in 2017.
Education
High School Diploma -
Arvada High School
Arvada, CO06.2010
Skills
- Customer Retention
- Training Programs
- Consultative Selling Techniques
- Identifying upsell and cross sale opportunity
- Strong Technical Acumen
- Complex Problem-Solving
Timeline
Customer Success Manager
KnowBe4
04.2021 - Current
Inside Sales Account Manager
Sundyne
07.2019 - 04.2021
Receptionist / HR Assistant
Sundyne
03.2018 - 07.2019
Dispatcher / Office Administrator
Service Experts
03.2014 - 03.2018
High School Diploma -
Arvada High School
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