Autumn L Rosa
Customer Success Manager
Lehigh Acres,FL
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 10+ years of experience and take on challenging new role.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Client Success Manager
Gartner
Fort Myers, FL
07.2019 - Current
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Reached out to accounts on monthly basis to check on needs, understanding business operations and offer services.
- Assisted clients with strategic processes and provided with necessary tools to achieve success.
- Collaborated with a team of CSMs to develop and implement a peer-coaching/mentor program.
- Served as a Client Partner mentor Ambassador for Marketing and Communications practices, ensuring new service delivery associates had additional training and support to be successful.
- Represented the Client Services Organization by collecting data from peers to provide senior leadership with feedback around operational excellence.
- Recipient of Gartner’s Top CSO 10% Award in 2019, #1 Top Performer for Gartner's Global Marketing and Communications products for 2020.
Client Partner
Gartner
Fort Myers, FL
07.2018 - Current
- Managed a territory of 150 organizations and 200+ C-Suite leaders of Communication functions.
- Partnered with senior executives to identify client initiatives, provide actionable solutions, and showcase the membership ROI.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Planned, articulated and executed client development strategies.
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
Director of Client Services
Area Agency On Aging For SWFL
North Fort Myers, FL
11.2010 - 05.2018
- Managed the day-to-day operations of the Help-Line Call Center, Assessment & Referral Department, and Veteran-Directed Home and Community Based Service.
- Develop and Facilitate Community Partnerships including Home Health Agencies, Assisted Living Facilities, Adult Day Care Facilities, Community Agencies Human Services Agencies; State Agencies - Including: Agency for Health Care Administration, and Department of Children and Family Services.
- Development, management and writing of Federal and State required reports including participating in multi-year strategic Area Plan, and National Aging Programs Information System Report in accordance to regulations and compliance requirements set by Federal grant statutes, State Medicaid LTC statues.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Developed customizable reporting tools and dashboards to generate client, revenue and internal intelligence reports.
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Established performance and service goals and held associates accountable for individual performance.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Fostered productive work environment and optimized morale by recognizing and rewarding actions that best served clients and objectives.
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
Loan Processor - Financial Advisor
PIONEER SERVICES, LENDING
Evans Mills, NY
01.2007 - 06.2010
- Delivered exceptional customer support to all Active Duty, Retired Military personnel and Department of Defense members with all aspects of their personal and retail loans through various communication channels.
- Assisted scheduling daily game plans for tasks required for our team members ∙ Received Regional Recognition Achievement award for obtaining over $1M in new loans in one month within first year of employment.
- Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and commit to building successful company.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Performed due diligence and valuation processes.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Met with clients to discuss assets, expenses and long-term and short-term investment goals to devise personalized financial plans.
Education
B.S - Human Service Management
University of Phoenix
01.2009 - 01.2012
Associate of Arts - Criminal Justice
University of Phoenix
07.2007 - 06.2009
Skills
Client renewals and prospecting
Client relationship management
Customer service and support
Project Management
Accomplished manager
Territory Management
Coaching and mentoring
Timeline
Client Success Manager
Gartner
07.2019 - Current
Client Partner
Gartner
07.2018 - Current
Director of Client Services
Area Agency On Aging For SWFL
11.2010 - 05.2018
B.S - Human Service Management
University of Phoenix
01.2009 - 01.2012
Associate of Arts - Criminal Justice
University of Phoenix
07.2007 - 06.2009
Loan Processor - Financial Advisor
PIONEER SERVICES, LENDING
01.2007 - 06.2010