Summary
Overview
Work History
Education
Skills
Timeline
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AUSTIN REED

Customer Success Manager
Parrish,Training

Summary

Experienced Customer Success Manager bringing 4 years of quality performance in customer support supervisory roles. Skilled in Logo retention and net dollar retention, I meet or exceed my goals every quarter. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

7
7
years of post-secondary education
8
8
years of professional experience

Work History

Customer Success Manager

KnowBe4
Clearwater, FL
11.2020 - Current
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
  • Submitted monthly reports, including booking forecasts, monthly highlights and CRM entries.

Enterprise Customer Success Manager

Time Doctor
Parrish, FL
06.2020 - 11.2021
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Maintained an average of 98% retention (logo/revenue) on my book of business
  • Maintained an average of 40% growth on book of business
  • Became a mentor within 2 weeks of being in th role
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

Deputy Sheriff

Manatee County Sheriff's Office
Bradenton, FL
06.2016 - 06.2020
  • Served court documents and completed civil process duties for 200 cases over 5 years.
  • Interviewed criminal targets and witnesses to uncover facts for verification and authentication.
  • Organized criminal documents such as logs, records, reports and agendas to streamline processing and improve traceability.
  • Monitored crowded public areas and events to mitigate risk and promote safety.

Customer Success Manager

Hoveround
Bradenton, FL
01.2015 - 02.2016
  • Always within the top 3 Outbound and Inbound sales and support manager, exceed monthly targets. Superior customer satisfaction, provide technical support, cross departmental collaboration to solve customer needs, cross sell within account, working as a team, team leader and mentor of new hires.
  • Maintain 95% and above on quality scores
  • Promotion from Sales only to Success and Technical support, after only 6 months in role

Sales Lead

Best Buy
Sarasota, FL
07.2013 - 07.2014
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Analyzed prior delivery processes and uncovered more efficient method.
  • Identified and analyzed key competitors and related products.
  • Up-sold and cross-sold products effectively, driving sales and increasing revenue.
  • Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.

Education

High School Diploma -

Cameron High School
Cameron, MO
05.2013 - 05.2013

Certificate Law Enforcement - Criminal Justice

Manatee Technical College
Bradenton, FL
01.2015 - 12.2021

Skills

    Customer Relations

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Timeline

Customer Success Manager

KnowBe4
11.2020 - Current

Enterprise Customer Success Manager

Time Doctor
06.2020 - 11.2021

Deputy Sheriff

Manatee County Sheriff's Office
06.2016 - 06.2020

Customer Success Manager

Hoveround
01.2015 - 02.2016

Certificate Law Enforcement - Criminal Justice

Manatee Technical College
01.2015 - 12.2021

Sales Lead

Best Buy
07.2013 - 07.2014

High School Diploma -

Cameron High School
05.2013 - 05.2013

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AUSTIN REEDCustomer Success Manager