BRIAN PETERSON
Springville
Summary
Motivated Customer Success Manager with demonstrated knowledge of best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Bringing years of experience in field and ready to take on a challenging, growth-oriented role.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Podium
05.2024 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Achieved an average churn rate of 2% or below overseeing a book of customers of $4 million plus ARR
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Implementation Specialist
Athelas
01.2023 - Current
- Coordinated activities between multiple departments during the design phase of a project
- Performed system testing and validation to ensure accuracy of data migration projects
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
Loan Processor
Intercap Lending
12.2020 - 12.2022
- Handled any conditions sent from underwriting departments
- Reviewed financial statements and contacted institutions and customers to clarify details
- Uphold complete confidentiality of all submitted information according to release guidelines
- Processed loans within various departments to achieve timely, accurate and fair proceedings
Senior Customer Success Manager
DealerSocket
09.2018 - 11.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
Supervisor - Customer Support
DealerSocket
11.2016 - 09.2018
- Researched, diagnosed and resolved complex questions within required turn-around times
- Documented customer service processes and responses in internal database for future reference
- Oversaw team of customer service representatives handling email, phone and web chat inquiries
Account Manager
DealerSocket
08.2015 - 11.2016
- Communicated with clients to build strong connections and improve account strategy
- Gathered information from customers to analyze, interpret and address needs
- Defined client needs and business requirements to meet and exceed expectations
Customer Support Agent
DealerSocket
10.2014 - 08.2015
- Managed customer calls efficiently in fast-paced call center environment
- Documented, researched and resolved customer service issues
- Followed up with customers to offer additional support and check resolution satisfaction
Education
Bachelor Of Arts - Japanese
Brigham Young University
Provo, UT04.2015
Skills
- Team-Building
- Self-Motivated
- Customer Support
- Customer Implementation
Timeline
Customer Success Manager
Podium
05.2024 - Current
Implementation Specialist
Athelas
01.2023 - Current
Loan Processor
Intercap Lending
12.2020 - 12.2022
Senior Customer Success Manager
DealerSocket
09.2018 - 11.2020
Supervisor - Customer Support
DealerSocket
11.2016 - 09.2018
Account Manager
DealerSocket
08.2015 - 11.2016
Customer Support Agent
DealerSocket
10.2014 - 08.2015
Bachelor Of Arts - Japanese
Brigham Young University
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