Andrea Allan
Spanish Fork
Summary
Customer-focused professional with 5+ years of experience across enterprise customer success, property management, and client relations. Skilled in managing client lifecycles, supporting onboarding and implementation, resolving escalations, coordinating cross-functional teams, and improving customer experience through clear communication and process development.
Overview
10
10
years of professional experience
Work History
Enterprise Customer Success Manager
Smarty
Orem, UT
01.2024 - Current
- Serve as the primary advocate for clients, ensuring their needs and feedback are represented internally
- Build and maintain strong relationships with key stakeholders both internally and externally, facilitating the flow of critical information between the company and clients
- Engage with clients through virtual and in-person meetings to strengthen partnerships, share product roadmaps, and address feedback and concerns
- Act as the main point of contact throughout the full client lifecycle, from onboarding and API implementation to ongoing support, feature requests, and everyday inquiries
- Collaborate cross-functionally with internal teams to align on client goals, drive projects forward, and ensure timely resolution of support cases
- Developed and implemented internal processes and identified workflow gaps to improve team efficiency and ensure a consistent, scalable approach to client success
Commercial Property Manager
STACK Real Estate
Lehi, UT
06.2023 - 12.2024
- Served as the primary point of contact for tenants across a portfolio of 7 commercial properties, ensuring tenant satisfaction by promptly addressing requests related to lighting, heating/cooling, security, parking, and general maintenance
- Managed day-to-day property operations while overseeing multi-million dollar budgets, maintenance staff, and vendor relationships
- Managed ongoing contracts with sustainability and energy-efficiency vendors, ensuring properties consistently met green and energy-saving standards
- Led cross-functional meetings with real estate agents, contractors, and legal teams, driving key decisions and following through on action items related to property operations
Customer Success Manager
Jolt
Lehi, UT
09.2022 - 06.2023
- Managed a portfolio of mid-market accounts across a variety of industries, with a focus on deskless workforce clients including restaurant chains
- Partnered with the sales team to ensure a seamless handoff of new clients, transitioning prospects into active and engaged product users
- Developed and implemented onboarding processes tailored to client needs, guiding customers through product implementation and facilitating user group meetings and training sessions to maximize product adoption
- Maintained consistent client engagement through scheduled monthly and quarterly check-in calls to address needs and drive continued success
Leasing Manager
ICO Multifamily Property Management
Orem, UT
03.2021 - 08.2022
- Led, trained, and set performance goals for a team of 3 leasing agents, conducting community tours and effectively selling prospective tenants on available units to consistently maintain high occupancy rates
- Managed day-to-day maintenance requests and resident concerns, working closely with maintenance staff to ensure timely resolution and high tenant satisfaction, while collaborating with the property manager on overall community goals and priorities
- Managed social media presence and updated online listings across Zillow, Apartments.com, and Facebook to maximize property visibility, and organized community events to foster a strong sense of resident engagement
Customer Service Representative
Best Buy
Orem, UT
09.2018 - 03.2021
- Managed the Major Appliance order queue, coordinating with third-party and in-house delivery drivers and customers to ensure smooth and timely deliveries and handling the full return and resolution process when issues arose
- Delivered a high level of customer service across checkout, returns, online order fulfillment, curbside delivery, and personalized tech recommendations, including scheduling Geek Squad appointments
- Performed daily back office operations including counting registers and the safe to ensure accurate financial reconciliation
Front Desk Receptionist
Courtyard by Marriott
Lehi, UT
01.2016 - 06.2018
- Managed front desk operations for a 150-room hotel, including bookings, reservations, phone management, and stocking the market
- Addressed guest complaints and room issues promptly, coordinated with housekeeping on room turnovers, and supported bistro and laundry operations as needed
- Delivered exceptional guest experiences by serving as a concierge, providing personalized local recommendations and ensuring every concern was resolved promptly
Education
High School Diploma -
Westlake High School
Saratoga Springs, UT05-2018
Generals - undefined
Utah Valley University
Orem, UTNail Technician -
Mountainland Technical College
Lehi, Utah05-2018
Skills
- Client Relationship Management
- Onboarding & Implementation
- Cross-functional Collaboration
- Process Development
- Conflict Resolution
- Team Training & Leadership
Timeline
Enterprise Customer Success Manager
Smarty
01.2024 - Current
Commercial Property Manager
STACK Real Estate
06.2023 - 12.2024
Customer Success Manager
Jolt
09.2022 - 06.2023
Leasing Manager
ICO Multifamily Property Management
03.2021 - 08.2022
Customer Service Representative
Best Buy
09.2018 - 03.2021
Front Desk Receptionist
Courtyard by Marriott
01.2016 - 06.2018
Generals - undefined
Utah Valley University
High School Diploma -
Westlake High School
Nail Technician -
Mountainland Technical College