CARLY NATHEL
DENVER,CO
Summary
Customer Success Manager with more than four years of experience delivering outstanding support across a variety of industries by leveraging strong communication, interpersonal, and active listening skills. Expert at developing tailored solutions, building long-term relationships with external stakeholders, and serving as the primary point of contact to resolve issues swiftly and effectively. With a background in managing both vendor and client relationships, as well as project management, I am a highly organized team player skilled at thriving in high-pressure, fast-paced environments through effective time management and multitasking.
Overview
6
6
years of professional experience
Work History
Account Manager
Clove & Twine
Denver, CO
02.2023 - Current
- Lead customer success and account management for a corporate gifting company, supporting 250 key clients, including Fortune 500 companies
- Drive ~$250K in monthly revenue by identifying upsell and cross-sell opportunities, managing the sales process, and overseeing logistics, shipping, and product delivery
- Strengthen vendor relationships and ensure alignment with client needs and company vision
- Boost customer retention by 37% through transparent communication and relationship building
- Train and mentor key account coordinators on tools like Salesforce and workflow optimization
- Collaborate cross-functionally with marketing, operations, and fulfillment teams to meet customer needs
Account Coordinator
Clove & Twine
Denver, CO
04.2022 - 02.2023
- Managed operations for account support, including purchase orders and logistics
- Provided exceptional customer service through phone, email, and chat, contributing to client growth and retention
Project Coordinator
Matterport
Remote
04.2021 - 04.2022
- Gained project management experience, scheduling, coordinating, executing, and delivering service appointments for 42 technicians to conduct scans that resulted in virtual tours for clients and vendors
- Applied communication abilities to liaise between clients, vendors, and internal teams such as customer success and sales, relaying updates, resolving issues, and upholding stakeholder satisfaction
Customer Support Specialist
Vertafore
Denver, CO
01.2020 - 03.2021
- Provided customer support across chat, email, and phone channels for insurance software, leveraging strong technical troubleshooting acumen to swiftly resolve issues and ensure satisfaction; closed 291 cases per month with a CSAT score of 9.33 out of 10
- Built and sustained robust client relationships through excellent interpersonal, communication, and listening skills, securing customer trust that ultimately led to retention and long-term partnerships
Executive Assistant
Vine Media Advisors
Remote
06.2019 - 11.2019
- Assisted with business development outreach, increasing brand awareness, and devising new strategies for client pitching
- Researched opportunities for clients to gain exposure, including events and awards
- Maintained an extensive database of client developments, such as contact information, authored articles, interactions with news outlets and journalists, and media reports
Education
Bachelor of Science (BS) - Communication, Sociology
University of Colorado Boulder
Skills
- Customer Success
- Account Management
- Market Research
- Contract Negotiation
- Vendor Relations
- Sales Enablement
- Problem Solver
- Project Management
- Strategic Partnerships
Technical Skills
- MS Office
- Salesforce
- Shopify
- HubSpot
- Monday
- Copper
- Airtable
- Asana
- CRM Software
- Google Workspace
Timeline
Account Manager
Clove & Twine
02.2023 - Current
Account Coordinator
Clove & Twine
04.2022 - 02.2023
Project Coordinator
Matterport
04.2021 - 04.2022
Customer Support Specialist
Vertafore
01.2020 - 03.2021
Executive Assistant
Vine Media Advisors
06.2019 - 11.2019
Bachelor of Science (BS) - Communication, Sociology
University of Colorado Boulder
Similar Profiles
SHEILA SONDAKSHEILA SONDAK
Owner/Operator at Twine & TwineOwner/Operator at Twine & Twine
Ronzelle TuckerRonzelle Tucker
Forklift Operator at American Paper & TwineForklift Operator at American Paper & Twine
Michelle HooverMichelle Hoover
Photographer at Flowers And Twine PhotographyPhotographer at Flowers And Twine Photography
Kristopher ColemanKristopher Coleman
Project Manager at Murphy CompanyProject Manager at Murphy Company
Jessica SheheenJessica Sheheen
Bartender/Server at Blue Island Oyster BarBartender/Server at Blue Island Oyster Bar