Andrew Hill
San Diego,CA
Summary
Experienced Client Success Manager, able to quickly identify client needs and develop innovative solutions to meet them. I have a track record of providing excellent customer service, leading to increased client satisfaction and loyalty. I am highly organized and detail-oriented, with the ability to manage multiple projects at once. My expertise lies in creating efficient processes, developing strong relationships with key stakeholders, and delivering successful outcomes for clients.
Overview
11
11
years of professional experience
Work History
Client Success Manager
LassoMD
02.2022 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitored metrics and developed actionable insights to improve efficiency and performance, and maintained churn rate of less than 3%
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales and product teams to address customer success objectives.
- Maintained book of business of 150+ clients
Client Success Manager
Meallogix
11.2020 - 01.2022
- Created customer support strategy to increase customer retention and reduced churn rate from 6% to 2%
- Identified sales opportunities by assessing environment and devising and implementing winning strategy. Inevitably increasing sales by 5%
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Attended networking events to meet new prospects and expand business opportunities through partnerships.
- Analyzed client data reports to ascertain renewal risk while assessing account trends.
Customer Service Manager
Boost Acquisition
07.2019 - 11.2020
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Evaluated interactions between associates and customers.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Success Manager
Mitchell 1
01.2019 - 07.2019
- Created customer support strategy to increase customer retention.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed over 75 customer calls per day both inbound and outbound.
Senior Customer Support Representative
Ascendant Marketing Group
05.2017 - 01.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Answered constant flow of customer calls with minimal wait times. And maintained rate of 100+ calls per day
Marketing Manager
Jersey Mike’s Inc
11.2012 - 05.2017
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Set up, completed and tracked customer surveys for local, regional and national campaigns.
- Organized contacts and orchestrated innovative marketing campaigns to boost awareness, engagement and sales.
- Implemented creative partnership building, event sponsorship, activation platforms and consumer experience design.
Education
Bachelor of Arts - Business Communications
San Diego State University
San Diego, CA2014
Associates - Business Administration
Palomar College
San Diego, CA2010
Skills
- Team Building
- Strategic Communications
- Customer Relations
- Business Development and Planning
- Training and Mentoring
- Revenue Growth
- CRM Proficiency (Salesforce, Jira, ClickUp, Hubspot)
- Google Suite
- Consultative Sales Techniques
- Customer Relations
- Inter-Department Collaboration
Accomplishments
- Successfully managed book of business of 150+ clients.
- Maintained a 2% client retention rate resulting from outstanding engagement, dynamic support and personal attention.
- Participated in community events, including seminars and workshops which reached new prospective clients and resulted in the establishment of 20+ new contracts.
Timeline
Client Success Manager
LassoMD
02.2022 - Current
Client Success Manager
Meallogix
11.2020 - 01.2022
Customer Service Manager
Boost Acquisition
07.2019 - 11.2020
Customer Success Manager
Mitchell 1
01.2019 - 07.2019
Senior Customer Support Representative
Ascendant Marketing Group
05.2017 - 01.2018
Marketing Manager
Jersey Mike’s Inc
11.2012 - 05.2017
Bachelor of Arts - Business Communications
San Diego State University
Associates - Business Administration
Palomar College
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