Anjelica Wheeler
Beachwood,NJ
Summary
Dynamic and results-oriented Customer Success Manager with a proven track record of fostering client relationships, increasing customer retention rates, and driving revenue expansion through strategic initiatives. Dedicated to delivering exceptional customer experiences through creativity and empathy while maximizing product adoption and satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Veritone (formerly PandoLogic)
08.2021 - Current
- Collaborate with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Craft and implement customer success plans to drive product adoption, enhance experience, and drive revenue expansion.
- Develop trust advisor relationships with key accounts, customer stakeholders, and executive sponsors.
- Consult as a subject matter expert to drive customer adoption and retention based on individual client needs.
- Effectively communicate the progress of monthly and quarterly initiatives to internal and external stakeholders through comprehensive business reviews.
- Forecast and track key account metrics, including quarterly sales results and annual forecasts.
- Document and organize client requests to ensure compliance with defined processes and Service Level Agreements (SLAs).
- Facilitate the onboarding and training of new Customer Success Managers to ensure comprehensive knowledge and understanding of products and processes.
- Create documentation to support internal processes and develop educational materials on product offerings for clients.
Senior Onboarding Specialist
Visual Lease
11.2018 - 08.2021
- Monitored and interpreted metrics to produce educational materials to effectively address client needs.
- Maintained cross-departmental relationships with Product, Implementation, Support and Success to ensure a best-in-class learning experience.
- Designed and delivered custom training calls to an array of clients to provide individualized experiences.
- Assisted in the process of developing a training curriculum for internal onboarding program.
Implementation Manager
Visual Lease
11.2018 - 05.2019
- Managed concurrent project timelines while maintaining an open line of communication and providing a unique experience for each client.
- Gathered client business requirements to consult on industry standards and best practices.
- Configured and implemented the VL platform, including modules, financial categories, users / security levels, access requirements and system administration.
- Identified and creatively resolved potential roadblocks in order to meet project deadlines.
Onboarding / Customer Success Specialist
WorkWave
04.2016 - 11.2018
- Provided guidance on proper platform setup to encourage successful adoption of the product.
- Maintained an open line of communication with stakeholders to ensure project timelines were met.
- Partnered with other departments, such as Support, Success and Product to advocate for each client and resolve any technical issues that arose.
Enterprise Support Representative
WorkWave
10.2017 - 07.2018
- Served as an effective customer advocate across internal organizations, working closely with Engineering, Product Management, and Sales.
- Managed incidents and escalations in a timely manner, performed user account maintenance and provided resolution for technical challenges and inquiries to meet or exceed pre-defined SLAs.
- Ensured complex defects and problems were resolved through production releases or updates, coordinated multi-party troubleshooting efforts while maintaining communication with customers.
- Served as the Voice of the Customer in collaboration Product Management to facilitate product enhancements and streamline workflow.
- Consistently achieved high customer satisfaction and customer retention targets through customer satisfaction surveys.
- Key contributor to the knowledge base and support team processes.
Technical Support Representative
WorkWave
04.2016 - 10.2017
- Tracked, logged, and responded to customer inquiries and incidents.
- Worked closely with engineering teams to assist with troubleshooting efforts to resolve defects and problems in a timely manner.
- Created and maintained customer support documentation.
- Trained and mentored new Customer Support representatives on product and team processes.
Education
Bachelor of Arts - Psychology
Rutgers, The State University of New Jersey
New Brunswick, NJ05.2015
Skills
Customer Advocacy
Relationship Management
Upselling strategies
Account Management
Cross-Functional Collaboration
Process Documentation and Improvement
Training and Development
Webinar Hosting
Customer Satisfaction
Salesforce proficiency
Customer Journey Mapping
Customer Retention
Websites
References
References available upon request
Timeline
Senior Customer Success Manager
Veritone (formerly PandoLogic)
08.2021 - Current
Senior Onboarding Specialist
Visual Lease
11.2018 - 08.2021
Implementation Manager
Visual Lease
11.2018 - 05.2019
Enterprise Support Representative
WorkWave
10.2017 - 07.2018
Technical Support Representative
WorkWave
04.2016 - 10.2017
Onboarding / Customer Success Specialist
WorkWave
04.2016 - 11.2018
Bachelor of Arts - Psychology
Rutgers, The State University of New Jersey
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