Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christian Polli

Summary

Results driven Client Success team member with a proven track record of exceeding customer expectations and driving client retention. Strong expertise in building and maintaining long, prospering client relationships, identifying opportunities for growth, and delivering exceptional customer experiences.

Overview

9
9
years of professional experience

Work History

Manager, Client Success Operations

ENotaryLog
11.2022 - 02.2023
  • Acted as proactive and agile team lead in charge of client operations to promote internal and external efficiency, increasing client satisfaction by over 60%
  • Utilized Salesforce, Jira, Recurly, Powerpoint, and Sharepoint to oversee SMB client accounts
  • Led and managed client renewal process exceeding company goal by 4%
  • Spearheaded monthly webinars to demo the eNotaryLog platform to hundreds of new clients and prospects
  • Managed client-facing learning library in Confluence/Jira ensuring documentation is up-to-date and accurate
  • Employed high-touch call and email campaigns to drive client consumption increasing software usage by 33%

Client Success Manager

ENotaryLog
04.2022 - 11.2022
  • Functioned as key account manager to over 95 finance, law and technology enterprise and SMB clients
  • Created onboarding program that increased training and client adoption by over 28%
  • Onboarded and trained up to 20 clients per quarter to SAAS platform, maintaining an average retention rate of 98%
  • Grew quarterly book of business by over 46%
  • Led over 20 QBR/business development calls with top revenue c-level business partners, vendors and clients

Customer Success Manager

Sticky.io
02.2021 - 04.2022
  • Trusted advisor to 120 e-commerce clients with over $2 million in annual revenue for sticky.io back-end SAAS subscription platform
  • Instructed merchants to help them reach business goals through the use of the platform and upsell clients on value-added services, achieving 29% quarterly client revenue growth
  • Collaborated with finance, sales, analytics, marketing, engineering, product, and support to act as a liaison between the organization and clients, communicating important deadlines, fixes, and enhancements
  • Managed client renewals on a monthly and quarterly basis exceeding team goal by 8%

Strategic Analyst

WiserAdvisor
06.2020 - 11.2020
  • Served as account manager for the largest 10% of financial advisor clients
  • Reported directly to the CEO, creating and communicating weekly analyses surrounding company performance
  • Led an automated SMS texting verification project which increased consumer lead engagement by over 38%

Client Relationship Specialist, Operations

1-800-flowers.com
11.2016 - 06.2020
  • Improved working relationships with over 200 business partners, vendors and customers to support the organization's growth strategy, effectively increasing order fulfillment coverage by 9% from prior year
  • Created and managed an e-commerce onboarding program that brought in over $100 million in sales to clients
  • Analyzed shop delivery notifications to fruitbouquets.com, developed a weekly program that effectively improved shop reply rates by 4.8%, directly decreasing customer complaints by over 7% from prior year
  • Drove client success quality assurance initiatives, effectively reducing customer complaints by 11.2% year-over-year

Manager/Key Holder

Sneakerology
02.2014 - 05.2020
  • Succeeded in a fast-paced environment, acquiring knowledge of sneaker brands and models to advise customers
  • Took initiative in organizing partnerships with other established businesses to broaden marketing efforts

Education

Bachelor of Science - Communications

St. John's University
Jamaica, NY
05.2016

Skills

  • Microsoft Excel, including pivot tables, vlookups
  • Advanced Salesforce,
  • Jira
  • Asana
  • Oracle CRM
  • HubSpot
  • Recurly
  • Intercom
  • Slack
  • Confluence
  • Microsoft Office

Timeline

Manager, Client Success Operations

ENotaryLog
11.2022 - 02.2023

Client Success Manager

ENotaryLog
04.2022 - 11.2022

Customer Success Manager

Sticky.io
02.2021 - 04.2022

Strategic Analyst

WiserAdvisor
06.2020 - 11.2020

Client Relationship Specialist, Operations

1-800-flowers.com
11.2016 - 06.2020

Manager/Key Holder

Sneakerology
02.2014 - 05.2020

Bachelor of Science - Communications

St. John's University

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Christian Polli