Summary
Overview
Work History
Education
Skills
Timeline
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Alyssa Basara

Holly Springs,NC

Summary

Highly motivated, sociable and adaptable Customer Success Manager with over 5 years experience in healthcare, technology and software industries. Focused on being "voice of the customer," effectively onboarding new clients and building excellent productive client relationships, working to identify their needs, drive adoption and expansion, quickly resolve issues and assure customer business needs are met for the duration of the customer lifecycle.

Overview

5
5
years of professional experience

Work History

Customer Success Manager, Scale

Qlik
Raleigh, NC
08.2021 - Current
  • Serve as the primary point of contact for the customer during their critical first months deploying Qlik to their users
  • Maintain and nurture at minimum 50-75 customer accounts with over $15 million ARR and manage a rotating portfolio of new clients to ensure a successful implementation and adoption
  • Provide or schedule activation and/or product training, conduct customer check ins, identifying opportunities to expand relationships, and maintain an elevated level of influence over the customer lifecycle through and post renewal
  • Drive adoption and retention of core solutions by providing post-sales guidance and initiatives directly to customers
  • Maintain up to date knowledge of product offerings, SaaS (Software as a Service), CRM tools, Totango, Microsoft Outlook, Marketing Automation, Webinars and other available resources to assist accounts
  • Assist with the set up and configuration of Qlik’s software to ensure it is a perfect fit for each customer facing team at the customer
  • Identify sales opportunities by assessing environment and devising and implementing winning strategy
  • Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
  • Drive adoption and expansion of Qlik products by helping customer facing teams to highlight feature opportunities, winning use cases, and relevant strategies
  • Partner closely with Customer Success teams to identify customers at risk and bring the right people to drive success

System & Client Support Specialist

Advertising Digital Identification
Charlotte, NC
02.2020 - 08.2021
  • Intake, research, and resolve written and verbal client issues and provide follow-up to clients and management
  • Prioritize work related tasks and excel as a valuable member of a quick response customer support team
  • Onboard new clients and act as main point of contact; set clients up for success by providing proactive strategic advice, guidance, & best practices to ensure clients are achieving their initial business goals and showcasing the value of Ad-ID
  • Explain technical concepts and communicate effectively to system users with diverse technical backgrounds and skills
  • Ensure key performance metrics, including CSAT, response times, survey administration, and customer satisfaction measures are defined and achieved
  • Identify improvement opportunities in customer experience and drive changes essential to improve client satisfaction levels and the overall client experience
  • Expertise in system functionality to troubleshoot system performance, permissions, and application errors
  • Provide system demonstrations and training for new and existing clients
  • Adapt proactively to rapidly changing priorities, requirement parameters and timelines
  • Document system issues and communicate customer feedback to management and technical teams
  • Build and maintain existing knowledge of industry best practices and technologies

Sales Development Representative

Phreesia
Raleigh, NC
07.2019 - 11.2019
  • Provided organizational support for sales development and client services within the healthcare field
  • Performed outreach, reporting and data analysis functions utilizing computer technologies
  • Analyzed sales/metrics data from the designated territory to help evolve sales strategy
  • Communicated effectively with stakeholders at all organization levels
  • Utilized Zoom, WebEx and Skype for business communication tools daily
  • Operated advanced functions of CRM platforms

Executive Assistant

Epstein Chiropractic
Elizabeth, NJ
08.2016 - 07.2019
  • Delivered strong organizational and administrative support including coordination, scheduling, research, and billing services to ensure best practices and exceptional customer service
  • Led projects between business and various client teams
  • Assisted with administration of human resources and facilitated on-boarding of new employees
  • Assisted in processing of insurance claims and payments utilizing computer technologies and tracking systems
  • Responded to requests from patients and provided timely follow-up as needed
  • Performed liaison functions with service providers, vendors, and other entities

Education

Bachelor of Arts - Cognitive Science and Psychology

Rutgers University
New Brunswick, NJ
05.2018

Skills

  • Key Stakeholder Relationship Building
  • Evaluate & Improve Implementation Methodologies
  • Relational Intelligence
  • Customer Retention Strategies
  • Project Management
  • Effective Communication
  • Critical Thinking Skills
  • Customer Centric

Timeline

Customer Success Manager, Scale

Qlik
08.2021 - Current

System & Client Support Specialist

Advertising Digital Identification
02.2020 - 08.2021

Sales Development Representative

Phreesia
07.2019 - 11.2019

Executive Assistant

Epstein Chiropractic
08.2016 - 07.2019

Bachelor of Arts - Cognitive Science and Psychology

Rutgers University

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Alyssa Basara