ANNEKA WINTON
www.linkedin.com/in/annie-winton
,OR
Summary
Customer champion and innovative problem-solver with dedication to both client and company success. Uses her experience in fast-paced environments/startups to inform business decisions that promote revenue-driven activities and achieve department goals.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Kisi
12.2022 - 07.2024
- Managed upsells and expansions for 800 key accounts and increased revenue QoQ through hardware/ software sales while building forecasted pipeline
- Conducted business reviews and negotiate subscription plans to prevent churn, confirm renewals, and strategize future growth opportunities for clients
- Escalated product feedback and assisted with integrating systems such as coworking and office management platforms (APIs), SSO/SAML/ SCIM, cameras, etc.
- Strategized projects with customers and third-party vendors to deploy our solution at new locations and foster successful adoption and usage
Senior Customer Success Associate
Ocrolus
11.2021 - 11.2022
- Managed 50 SMB accounts by providing support and communications regarding each use case (i.e. pain points, volume, and workflow)
- Coordinated with Sales and Marketing to identify upsell opportunities and design outreach campaigns/ custom usage reports
- Executed onboarding trainings for new clients through implementation and continued monthly check-ins or QBRs
- Elevated CSAT scores for both API integrated clients and web based users by troubleshooting issues within SLAs, monitoring trends for Operations, and logging bugs and product enhancements
Client Service Associate
BlockFi
01.2021 - 11.2021
- Mentored new associates with training for products and services (crypto-backed loans, interest accounts, trading platform, Bitcoin credit card, etc.) and led weekly 1 on 1s
- Handled operations and inquiries for retail and high net worth clients, including client facing and ad hoc reports
- Liaised cross-departmentally with Compliance and Onboarding to establish seamless processes and improve KYC approval
- Created scripts, voice-recordings, and other research for Training and Enablement teams for internal and external educational videos
Education
Bachelor of Science - Economics
Loyola Marymount University
Los Angeles, CASkills
- Systems: Hubspot (CRM), Zendesk, Tableau, Salesforce, Productboard, Jira, Figma, Confluence, Google Suite, MS Office, SQL, Project Management Essentials Course (Purdue Online)
- Skills: Negotiation, Report Analysis, Customer Account Management, Strategic Planning, Relationship Building, Pipeline Development
- Involvement: Bristol Hospice companion, After School Buddy (Foster care), Student Coordinator for Collegiate Recovery Community (LMU), Big Brother Big Sister
Timeline
Customer Success Manager
Kisi
12.2022 - 07.2024
Senior Customer Success Associate
Ocrolus
11.2021 - 11.2022
Client Service Associate
BlockFi
01.2021 - 11.2021
Bachelor of Science - Economics
Loyola Marymount University
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