Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cecelia Ikuta

Minneapolis,MN

Summary

Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and retention. Reliable team collaborator, known for adapting to dynamic, sports focused environments. Best at achieving consistent results through customer needs and effective problem solving for optimal customer success.

Overview

9
9
years of professional experience

Work History

Customer Success Manager II

Jamf Software
09.2020 - Current
  • Manage customer satisfaction of owned accounts through exceptional service and attention to detail to ensure retention
  • Work with customers via phone and email to understand critical goals, challenges, and key performance indicators
  • Nurture and help customers navigate end goals to ensure success with Apple and Jamf
  • Identify and facilitate opportunities for customer growth and engagement with Jamf
  • Advocate customer needs/issues cross-departmentally
  • Understand and promote the value of Jamf products and services to customers
  • Execute Objection handling to ensure retention of as risk customers
  • Establish and maintain a trusted advisor relationship with owned accounts
  • Offer Jamf best practices based on the customers environment and desired end state
  • Assistance in training and mentoring fellow employees in Customer Success roles
  • Ability to identify gaps in processes and convey those finds to management

Guest Services Intern

Minnesota Vikings
05.2019 - 02.2020
  • Assisted with training and supervising game day staff members in the Vikings Purple People program
  • Assisted in developing, implementing and enforcing Guest Services standards at U.S. Bank Stadium, Twin Cities Orthopedics Performance Center, Vikings game days and various Vikings events
  • Developed and ran the Team Member Rewards and Recognition Program for the Vikings Training Camp
  • Resolved Guest related issues in an appropriate manner, track service issues to identify trends and service improvement opportunities via Voice of the Fan
  • Managed inbound and outbound calls, emails and in-person meetings related to guest suggestions and complaints on a daily basis and organized, responded and tracked fan inquiries through CRM

Premium Services - Usher

Minnesota Twins
04.2017 - 08.2018
  • Assisted guests with ingress and egress within the Champions Club and Delta Club while ensuring an enjoyable and memorable experience

Marketing and Communications Intern

FOX Sports North
09.2016 - 04.2017
  • Compiled social media statistics for a companywide takeaway email
  • Created copy for content on Facebook, Twitter, Instagram and YouTube
  • Worked with partners at sports and community events to carry-out marketing activations

Education

Bachelor of Arts -

University of Minnesota- Twin Cities

Skills

  • Customer account management
  • Customer relations
  • Inter-department collaboration
  • Revenue growth

Timeline

Customer Success Manager II

Jamf Software
09.2020 - Current

Guest Services Intern

Minnesota Vikings
05.2019 - 02.2020

Premium Services - Usher

Minnesota Twins
04.2017 - 08.2018

Marketing and Communications Intern

FOX Sports North
09.2016 - 04.2017

Bachelor of Arts -

University of Minnesota- Twin Cities

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