Allison O’Neill
New Jersey
Summary
Results-driven professional with a proven ability in managing client relationships and aligning with cross-functional teams to identify additional revenue within existing customer accounts. Track record of improving operational stability, efficiency and profitability. Strong collaborator with versatile groups and known for effectively prioritizing activities, translating business requirements into solutions and achieving defined objectives. Exceptional written and verbal communication skills.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Own Company
Englewood Cliffs, NJ
05.2024 - Current
- Develop and maintain relationships with customers to facilitate user engagement and satisfaction.
- Analyze customer data to identify trends, issues, and opportunities for improvement.
- Collaborate with cross-functional teams to develop strategies for driving customer success.
- Conduct regular business reviews with key stakeholders to increase adoption, align with customer expectations, and provide account health checks.
- Provide guidance on how customers can maximize the value they receive from products and services.
- Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities.
- Advocate for customer needs within the organization, driving product improvements.
Senior Customer Success Manager
Dashlane
New York, NY
02.2023 - 05.2024
- Oversaw key enterprise customer relationships to close strategic opportunities from start to finish.
- Responsible for the full lifecycle of account development and retention: oversaw onboarding, training, and customer satisfaction, as well as all renewal conversations for enterprise accounts.
- Maintained balance between meeting customer needs, and product constraints. Familiar with navigating uncomfortable conversations.
- Collaborated with internal team members to to drive product results and identify improvements.
- Maintained a book of business with 300+ customers.
Customer Success Manager
Dashlane
New York, NY
08.2021 - 02.2023
- Drove customer escalations to resolution by engaging directly with clients.
- Met with customers to discuss best practices and drive outcomes.
- Coordinated training programs, enabling staff to support company objectives.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction.
- Established relationships with clients by anticipating needs and requirements and identifying best offerings to promote positive outcomes.
- Monitored client renewals and reviewed all documentation and data to maintain compliance.
Client Operations Manager
Computacenter US
New York, NY
02.2020 - 08.2021
- Support Account Executives in managing clients, projects, data collection, meeting customer business requirements and building relationships.
- Drive an exemplary customer experience and maintain satisfaction within strategic enterprise accounts by providing post-sales support through proactive communication to ensure successful project delivery.
- Anticipate and monitor escalations as needed and provide support for customer questions, concerns, preferences and feedback.
- Expand enterprise customer relationships as a customer advocate and main line of support. For example: work through logistical issues, maintain order tracking and performance metrics, provide business analyses based on those metrics and meet customer timelines post-sale.
- Conduct quarterly business reviews both internally and externally to present key KPI’s, revenue streams and formulate account strategy to further understand our customer's business challenges.
- Work in tandem with various internal teams to remediate customer concerns and issues.
- Consistent communication with high level partners and manufacturers such as Dell, HPE, Cisco and more to ensure customer expectations and timelines are being met.
- Responsible for maintaining hardware inventory reports for customer systems in our integration center.
- Hyper-focus on proactive communication and understanding customer needs in advance.
- Demonstrated and explained product features and benefits to overcome customer objectives.
Client Operations Specialist
Computacenter US (FusionStorm)
New York, NY
04.2018 - 02.2020
- Support Account Executives in managing clients and the intricacies of each project lifecycle.
- Main point of contact for all supply chain and project lifecycle milestones.
- Manage tracking and communication of projects and orders after procurement within several portals and tools.
- Lead and host scheduled meetings with vendors and supply chain manufacturers to communicate updates to client and internal stakeholders.
Operations Coordinator
Gina Group
New York, NY
09.2017 - 04.2018
- Responsible for creating work orders, creating shipments & working with various warehouses to ensure goods are placed, completed, shipped, delivered and received.
- In charge of handling all international shipments and customs documents to ensure goods are able to cross borders to various countries in time for delivery.
- Tasked with handling various miscellaneous requests and projects as needed by upper level management.
Customer Care Coordinator and Scheduler
One Call Care Diagnostics
Parsippany, NJ
11.2016 - 08.2017
- Customer care position responsible for counseling and scheduling patients for Neurology & Radiology exams across the country.
- Coordinate and consult with insurance adjusters, doctors and patients to ensure people are scheduled to receive appropriate medical tests, such as MRI & EMGs.
- Consistently recognized as having the highest productivity rating for appointment scheduling, accuracy and customer satisfaction.
Receptionist
HAAS Factory Outlet
Allendale, NJ
01.2014 - 01.2014
- Receptionist Temp. responsible for connecting calls to salesmen, customer service, etc.
Education
B.A. - English Literature
Indiana University
2016
Skills
- Customer satisfaction
- Salesforce
- Operations
- Data Analysis
- Retention
- Microsoft Suite
- Sales support
- Negotiation
- Cross-functional coordination
- Renewals/Upsells
Timeline
Customer Success Manager
Own Company
05.2024 - Current
Senior Customer Success Manager
Dashlane
02.2023 - 05.2024
Customer Success Manager
Dashlane
08.2021 - 02.2023
Client Operations Manager
Computacenter US
02.2020 - 08.2021
Client Operations Specialist
Computacenter US (FusionStorm)
04.2018 - 02.2020
Operations Coordinator
Gina Group
09.2017 - 04.2018
Customer Care Coordinator and Scheduler
One Call Care Diagnostics
11.2016 - 08.2017
Receptionist
HAAS Factory Outlet
01.2014 - 01.2014
B.A. - English Literature
Indiana University
Similar Profiles
Amanda De PalmaAmanda De Palma
Senior Manager of Customer Success at Own CompanySenior Manager of Customer Success at Own Company
Michele Lynn TeixeiraMichele Lynn Teixeira
Senior Director of Customer Success at Own CompanySenior Director of Customer Success at Own Company
Jeff OhJeff Oh
Talent Acquisition Operations Coordinator at Own CompanyTalent Acquisition Operations Coordinator at Own Company