ANDREW HOWARD
Willoughby,OH
Summary
Dedicated Customer Success Manager with a proven track record of over 4 years in client support and management roles. Proficient in utilizing Salesforce and Gainsight platforms to optimize customer engagement and satisfaction. Recognized for adeptly leading client training programs, ensuring comprehensive understanding of product offerings and maximizing user proficiency.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
TimelyCare
06.2023 - Current
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards
- Travel to client's campuses to promote and drive utilization of TimelyCare platform
- Collaborate across departments in order to best meet needs of clients
- Oversee portfolio of 47 clients spanning East Coast, with Annual Recurring
- Revenue (ARR) totaling $2.08 million, and maintain Net Promoter Score (NPS) of 9.
- Assess customer issues, implemented effective resolutions, and conducted follow-up
- communication to ensure ongoing satisfaction and address any additional concerns promptly.
- Foster collaboration across departments to facilitate a cohesive approach in meeting
- Meeting diverse needs of clients, ensuring seamless service delivery and optimal customer experience.
Client Success Associate
TimelyCare
04.2022 - 06.2023
- Provided comprehensive client support via phone, email, and chat, ensuring prompt issue resolution and high satisfaction levels.
- Take initiative to investigate and manage issues outside documented occurrences
- Collaborated with Customer Success Managers to maintain strong client partnerships and deliver monthly partnership reports, enhancing client
understanding and utilization of TimelyCare platform. - Send out monthly reports to clients for them to better understand their partnership data
- Conducted on-site visits to client campuses, promoting platform utilization and providing hands-on assistance, thereby fostering client satisfaction and adoption.
Customer Success Associate
OnShift
07.2021 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally
- Assigned building accounts to assist through training and implementation of OnShift
- Book check-in calls to go over budgets with clients and analytics of buildings OnShift usage
- Finding opportunities to enhance their usage and prevent overtime within the building with their schedules that have been created.
Customer Success Specialist
OnShift
02.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Assisting Clients and Customers with OnShift Software by training and instructing them through scheduling system
- Emailing and handling ticket issues within Salesforce
- Troubleshooting integration issues between OnShift and payroll systems such as ADP.
Bank Teller
PNC Bank
03.2018 - 12.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Processed customer transactions promptly, minimizing wait times
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Buyer Assistant
CarMax
06.2017 - 02.2018
- Work alongside buyers in order to secure vehicles bought from customers
- Manage website and photos shown of vehicles being shown for customer to buy
- Make down correct options and amenities in vehicle for accurate features for vehicle.
Bank Teller
US Bankcorp
06.2015 - 04.2017
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Processed customer transactions promptly, minimizing wait times
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Customer Service Representative
Tim Lally Chevrolet
10.2014 - 06.2015
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Associate
Best Buy Inc
10.2012 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Helped customers locate products and checked store system for merchandise at other sites
- Prepared merchandise for sales floor by pricing or tagging
- Rotated stock and restocked shelves to maintain product availability and store appearance
- Responsible for sale of computers, appliances.
Education
MBA - Business Administration
Cleveland State University
Cleveland, OH12.2027
Bachelor of Arts - Communication Studies
Cleveland State University
Cleveland, OH12.2019
Skills
- Salesforce, Gainsight, Basecamp
- Microsoft Office
- Project Management
- Sales Management
- Problem Solving
- Strong ability to multitask
- Data Analytics
- Strategic Planning
- Client Relations
- Strategic communications
- Customer Retention
- Revenue Growth
Accomplishments
- Notable Company Recognition - Workhorse Award at National Revenue Meeting 2024
- After successfully transitioning from CSA to CSM, I lead my CS team with 132% NRR. Also, my responsiveness, attention to detail and consistency have garnered praise and recognition from current & former clients across the East Coast.
Personal Information
Title: Customer Success Manager
Timeline
Customer Success Manager
TimelyCare
06.2023 - Current
Client Success Associate
TimelyCare
04.2022 - 06.2023
Customer Success Associate
OnShift
07.2021 - 04.2022
Customer Success Specialist
OnShift
02.2020 - 07.2021
Bank Teller
PNC Bank
03.2018 - 12.2019
Buyer Assistant
CarMax
06.2017 - 02.2018
Bank Teller
US Bankcorp
06.2015 - 04.2017
Customer Service Representative
Tim Lally Chevrolet
10.2014 - 06.2015
Sales Associate
Best Buy Inc
10.2012 - Current
MBA - Business Administration
Cleveland State University
Bachelor of Arts - Communication Studies
Cleveland State University
Similar Profiles
Alicia ConleyAlicia Conley
National Account Executive at TimelyCareNational Account Executive at TimelyCare
Breanna NelsonBreanna Nelson
Patient Service Specialist at Cleveland ClinicPatient Service Specialist at Cleveland Clinic
Aiden MankinAiden Mankin
Tire Technician at Great Lakes Best One TireTire Technician at Great Lakes Best One Tire