ASIA DAVIS
Dallas,TX
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Thoughtspot (formerly Mode Analytics)
11.2021 - Current
- Manages end-to-end client onboarding, orchestrating a seamless transition from sales to product utilization by developing comprehensive implementation plans that drive successful product integration and maximize client satisfaction.
- Collaborates with cross-functional teams to develop customized migration resources for enterprise clients, ensuring tailored solutions that optimize customer return on investment.
- Analyzes client data usage patterns to identify operational optimization opportunities and accelerate time-to-value.
- Leads end-user training sessions and focused workshops, achieving 90% product adoption rate among new clients.
- Manages implementation for clients with a combined value of $4 million ARR, ensuring seamless integration of products and maximizing return on investment.
Business Consultant
RWS Group (formerly SDL)
01.2021 - 11.2021
- Showcased profound understanding of products and services by engaging key stakeholders in product demonstrations and employing effective closing strategies, resulting in successful conversions for over 100 customers
- Evaluated overall business operations, supported client goal setting, and actively contributed to the implementation of RWS products and services
- Provided best practices and conducted training sessions, positioning products and services as valuable additions.
Customer Success Manager
RWS Group (formerly SDL)
05.2019 - 12.2020
- Collaborated with operational teams, ensuring prompt resolution of service issues and driving client satisfaction
- Conducted impactful product demonstrations and training sessions, promoting productivity, accuracy, and commitment to SDL services and technology
- Implemented changes and product improvements based on customer feedback, enhancing product adoption and reducing churn.
- Assisted in engaging and securing $2 million in renewal revenue for customers across various markets.
Client Service Representative
Backstop Solutions Group LLC
11.2018 - 04.2019
- Achieved a notable 9% increase in CSAT score by educating enterprise clients on system services and promptly resolving inquiries, thereby significantly enhancing customer satisfaction levels
- Maintained meticulous record-keeping and addressed critical inter-departmental escalations, boosting customer retention rates
- Coordinated with the operations team to resolve service problems, further enhancing client satisfaction.
Customer Care Specialist
Hireology
12.2017 - 11.2018
- Proactively resolved customer inquiries and issues with a customer-centric approach, showcasing strong product knowledge and communication skills
- Maintained high customer satisfaction levels through effective problem-solving and timely resolutions
- Spearheaded the development of customer-facing resources within internal departments including knowledge base articles, and user guides
- Met or exceeded service-level agreements (SLAs) consistently, ensuring timely response and resolution times within 48 hours.
Education
Bachelor of Arts - Sociology
University Of Illinois
Chicago, IL05.2016
Skills
- Customer Relationship Management
- Metrics & Analytics
- Product Training
- Account Management
- Strategic Planning
- Salesforce
- Jira
Timeline
Customer Success Manager
Thoughtspot (formerly Mode Analytics)
11.2021 - Current
Business Consultant
RWS Group (formerly SDL)
01.2021 - 11.2021
Customer Success Manager
RWS Group (formerly SDL)
05.2019 - 12.2020
Client Service Representative
Backstop Solutions Group LLC
11.2018 - 04.2019
Customer Care Specialist
Hireology
12.2017 - 11.2018
Bachelor of Arts - Sociology
University Of Illinois