Chantia Tankou
Jack Henry & Associates
Allen,TX
5
years of professional experience
Results-oriented Customer Success and SaaS professional with over 5 years of experience in payroll, HR technology, and financial technology. Managed 150-200 SMB accounts, achieving high retention rates and significant product adoption growth. Skilled in data-driven prioritization, proactive outreach, technical problem solving, and cross-functional collaboration, delivering clear customer guidance while aligning outcomes with business goals.
Work History
Representative II, Product Support - Overnight
1 Month- Supported customers in high-volume financial technology environment, using discovery questions to identify account needs, researching product and service issues, explaining problem behavior, and providing clear next steps to enhance customer satisfaction.
- Support customers in a high-volume financial technology environment, using discovery questions to identify account needs, research product and service issues, explain problem behavior, and provide clear next steps.
- Translate technical, account-access, authentication, debit-card, transaction, and digital-banking information into clear customer-friendly guidance while maintaining institution-specific procedures and service standards.
- Balanced fast-paced phone queue with accurate documentation, prioritization, follow-through, and sound judgment across multiple customer situations, effectively addressing sensitive and time-critical account concerns.
Customer Success Manager
2 Years 4 Months- Maintained approximately 92-95% customer retention and 4.8/5 CSAT by monitoring account health, identifying churn risks, resolving escalations, reinforcing product value, and coordinating proactive renewal and retention conversations.
- Managed a portfolio of approximately 150-200+ small and midsize business customers using Gusto’s SaaS payroll, HR, benefits, and workforce-management products, serving as a trusted advisor throughout the customer lifecycle.
- Increased product adoption by approximately 25% through targeted outreach, customer education, product training, workflow recommendations, and account-specific success plans tied to business needs.
- Prioritized outreach based on customer health, engagement signals, business priorities, and lifecycle timing to focus on accounts with the highest retention or growth potential.
- Led discovery conversations to understand customer goals, current workflows, pain points, and operational gaps, then recommended practical ways to improve how customers used payroll, HR, benefits, and related Gusto capabilities.
- Identified cross-sell and expansion opportunities across payroll, HR, benefits, and 401(k) solutions, connecting qualified customers with sales or specialist partners for follow-up discussions.
- Guided customers through onboarding, implementation, account setup, trainings, and product changes; helped reduce onboarding timelines by approximately 18-30% through stronger follow-up, expectation setting, and internal coordination.
- Maintained detailed records in Salesforce, HubSpot, and ChurnZero to track customer health, engagement, follow-up commitments, risks, opportunities, and milestones, contributing to earning President’s Club recognition in 2023 and 2024.
Inside Sales Representative
10 Months- Converted inbound interest and follow-up opportunities into qualified sales conversations by establishing rapport, explaining product value, addressing objections, and driving clear next steps.
- Converted inbound interest and follow-up opportunities into qualified sales conversations by establishing rapport, articulating product value, and addressing objections to drive next steps.
- Maintained disciplined CRM hygiene in Salesforce and HubSpot, documenting needs, activities, and follow-up commitments to support accurate forecasting and facilitate successful handoffs.
- Improved conversion performance by approximately 15% year over year through consistent follow-up, enhanced discovery, objection handling, and alignment between customer needs and product capabilities.
Education
Business Administration Coursework - Business Administration
Skills
Customer Success Management
Customer retention
Product training
Risk management
Account management
Technical Troubleshooting
Escalation Ownership
Escalation management
SaaS Implementation
Consultative discovery Salesforce CRM
TECHNOLOGY
Salesforce | HubSpot | ChurnZero | Genesys | Monday.com | Slack | Zoom | Microsoft Teams | Google Workspace | Microsoft Excel & PowerPoint | Workday
Timeline
Representative II, Product Support - Overnight
Jack Henry & Associates
07.2026 - CurrentRead More
Customer Success Manager
Gusto
05.2022 - 09.2024Read More
Inside Sales Representative
Gusto
07.2021 - 05.2022Read More
Nyack College / Alliance University
Business Administration Coursework from Business Administration
Read More