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
Account updates
Strategic communications
Sales management
Revenue growth
Key accounts development
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