Summary
Work History
Education
Skills
Timeline
Generic

Aubrey Spears

Portland,OR

Summary

Results-oriented Customer Success Director with extensive experience in hyper-growth SaaS, startups, and hospitality sectors. Demonstrates expertise in customer experience management, team leadership, and operations management. Proven ability to enhance productivity and customer satisfaction while driving revenue growth. Focused on optimizing processes to improve retention and foster strong client relationships.

Work History

Director of Customer Success Operations

MRM Global
Remote, Global
2022 - Current
  • Improved customer satisfaction rates by implementing targeted customer success strategies, and providing personalized support.
  • Developed and maintained long-term client relationships for increased retention, and revenue growth.
  • Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
  • Headed collaborative groups creating and deploying initiatives, improving client contentment.
  • Actively participated in industry events to network with potential clients, and stay informed about emerging trends in customer success management practices.

Customer Success Manager

PourMyBeer
Remote, USA
2021 - 2022
  • Management leader of tech startup responsible for overseeing customer experience through all phases of the customer journey from sales & market through project management to customer success and support
  • Implemented procedures to improve customer training, customer support and customer help center
  • Responsible for migration to CRM to manage customer information, correspondences, customer support, customer touchpoints, feedback, nurturing campaigns and monitoring customer feedback
  • Manage company improvement for internal and external processes to improve customer satisfaction.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.

Customer Success Manager

Restaurant365
Remote, USA
2019 - 2021
  • Member of SaaS customer success team responsible for providing training, value, and ongoing support
  • Created training program for CSM team
  • Utilized restaurant management experience to ensure client ROI applying R365's accounting, operational, inventory control and scheduling software functions
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

Operations Manager

Oregon Restaurant Services
Portland, OR
2008 - 2019
  • Created and managed corporate beverage program for 40 locations; optimizing sales, brand promotion and training program for team members
  • Marketing campaigns, promotions, event coordination, and social media management
  • Created and implemented customer loyalty programs
  • Recruitment, development, scheduling and performance management of managers and team members
  • Financial responsibility including monthly P&L management to ensure profitability of each location.

Education

Business Administration BABA -

University of Washington
Washington

Business Administration AAS -

Clark College
Washington

Skills

  • Customer Advocacy
  • Performance Management
  • Team building
  • Active listening
  • Team leadership
  • Project management
  • Strategic planning
  • Training and development
  • Customer retention
  • Campaign management
  • Innovation management
  • Collaborate cross-functionally
  • Project Management
  • Profit and Loss Management

Timeline

Director of Customer Success Operations

MRM Global
2022 - Current

Customer Success Manager

PourMyBeer
2021 - 2022

Customer Success Manager

Restaurant365
2019 - 2021

Operations Manager

Oregon Restaurant Services
2008 - 2019

Business Administration BABA -

University of Washington

Business Administration AAS -

Clark College

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Aubrey Spears