Caroline Kienle
Rochester,NY
Summary
Results oriented Client Success Manager with experience in nurturing client relationships and driving success post-acquisition. Proven ability to identify client needs, deliver tailored solutions, and foster long-term partnerships. Committed to achieving measurable outcomes that contribute to overall business growth.
Overview
4
4
years of professional experience
4
4
Certifications
Work History
Client Success Manager
Reward Gateway/ Edenred
Rochester, NY
12.2023 - 09.2024
- Spearheaded client onboarding process, facilitating seamless transitions for clients.
- Maintained customer retention through proactive relationship management and regular check-ins.
- Developed and executed customer success plans that increased upsell opportunities and account growth.
- Collaborated with cross-functional teams to address client feedback and improve overall experience.
- Conducted quarterly business reviews, emphasizing unique client goals and engagement metrics.
- Assisted in migrating clients from an acquired company, successfully transferring 60% of book of business before departure.
Sales Development Representative
Reward Gateway
Rochester, NY
09.2021 - 12.2023
- Engaged potential clients through targeted outreach and personalized communication.
- Utilized CRM software (Salesforce, SalesLoft, ZoomInfo, Hubspot) to track leads and manage customer interactions effectively.
- Generated new prospects and nurtured existing prospects through outbound phone calls and emails.
- Maintained communication with account executives to facilitate development of sales opportunities.
- Conducted discovery with prospects to evaluate pain points.
- Tracked progress against goals using CRM software programs such as Salesforce.
Client Support Associate
PandaDoc
Remote
01.2021 - 09.2021
- Handled approximately 50 client inquiries daily via email and chat, achieving 80% resolution on first contact.
- Resolved 90% of issues within three to four hours, recognized as top performer monthly.
- Collaborated with cross-functional teams to identify and reduce recurring issues, decreasing support tickets by 15%.
- Partnered with product team to communicate customer insights and feature requests, influencing product enhancements.
Education
Bachelor of Arts - Biology
St. John Fisher College
Rochester, NYSkills
- CRM software
- Relationship management
- Customer retention
- Cross-functional collaboration
- Sales prospecting
- Effective communication
- Time management
- Analytical thinking
Certification
Cold Calling Bootcamp- Sales Impact Academy
Achievements
- Trained Birth Doula- 2024
- Network Leader, Accessibility and Allies Network- Reward Gateway
Timeline
Client Success Manager
Reward Gateway/ Edenred
12.2023 - 09.2024
Sales Development Representative
Reward Gateway
09.2021 - 12.2023
Client Support Associate
PandaDoc
01.2021 - 09.2021
Bachelor of Arts - Biology
St. John Fisher College