Angela Wynn
San Diego,CA
Summary
Industry-experienced Strategic Customer Success Manager with a decade of experience
impacting positive organizational outcomes through reducing operational costs, boosting sales and retention initiatives.
Overview
14
14
years of professional experience
Work History
Enterprise Customer Success Manager
Stealth Startup
09.2021 - Current
- Provided business, technical and product knowledge in support of post-sales activities
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training
- Increased customer onboarding success rate by 15%
- Provided customer and market feedback to product team to help build features and solutions
- Took full ownership of customer risk and escalations, managing them end-to-end
- Collaborated cross-functionally with internal teams to create and execute action plans aimed at reducing churn rates by 20%
- Acted as the primary conduit between customers and Product/Engineering teams
- Ensured product aligned with and met customer's needs
- Generated reports and communicated results to stakeholders to provide insights into customer success
Senior Customer Success Manager
Digital Media Solutions
10.2019 - 09.2021
- Responsible for identifying customer training needs and improving product utilization, resulting 12% increased customer adoption rate
- Created customer support strategies to increase customer retention
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Managed senior-level personnel working in marketing and sales capacities
Customer Success Manager
Gosite
01.2019 - 09.2019
- Assisted in organizing and overseeing assignments to drive operational excellence
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Established team priorities, maintained schedules and monitored performance
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Increased customer satisfaction scores to an all-time high of 93%
- Addressed and resolved issues through various communication channels, including phone, email, and chat
Customer Happiness Agent
GoFundMe
01.2017 - 01.2019
- Answered incoming emails to articulate product value to prospective customers and support current policyholders
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Educated customers about billing, payment processing and support policies and procedures
- Cross-trained and provided backup support for organizational leadership
- Reached out to customers after completed sales to suggest additional service or product purchases
- Documented customer interactions and transactions for accurate, up-to-date records
Senior Resource Coordinator
Zappos.com
01.2010 - 04.2017
- Provided top-tier customer service to front-end customers through phone and chat channels
- Held the authority to handle escalations and mentorship support, utilizing our in-house systems effectively
- Took charge of a dedicated section of social media engagement
- Crafted engaging and creative posts to interact with existing and prospective customers
- SEO-Friendly Copywriting Expertise
- Produced compelling and SEO-friendly copy
- Represented the voices of both the company and the customers in brand communication
Education
Associate of Arts - Communications
Santa Barbara Business College - Santa Maria
Santa Maria, CA06.2007
Skills
- Strategic Planning/Communication
- Sales Management
- Salesforce CRM Experience
- Renewing Accounts
- Pipeline Development
- Sales/Social Media Marketing Data Driven
- Project Management
- SQL
- Analytical Problem Solver/Product Adoption
- Churn Prevention
- Business Expansion
- Revenue Quotas
- Mentoring
Projects
Dedicated to the Empowerment of Women in Leadership - GoFundme.com
Objective:
- Curated and secured prominent speakers to inspire and educate attendees
- Successfully organized logistics, from venue selection to event promotion
- Facilitated meaningful networking opportunities for attendees
- Created a supportive and motivating environment for women from diverse backgrounds
- Implemented effective strategies to maximize event attendance and engagement
Impact:
- Empowered women to embrace personal and professional growth
- Fostered a sense of community and mutual support among attendees
- Contributed to the advancement and empowerment of women in various fields
Result:
- Consistently received positive feedback and testimonials from event participants
- Gained recognition for creating a platform that encouraged women's empowerment and leadership development
Timeline
Enterprise Customer Success Manager
Stealth Startup
09.2021 - Current
Senior Customer Success Manager
Digital Media Solutions
10.2019 - 09.2021
Customer Success Manager
Gosite
01.2019 - 09.2019
Customer Happiness Agent
GoFundMe
01.2017 - 01.2019
Senior Resource Coordinator
Zappos.com
01.2010 - 04.2017
Associate of Arts - Communications
Santa Barbara Business College - Santa Maria