Colleen Macaluso
Fort Mill,SC
Summary
Accomplished professional with extensive experience managing high-performance customer success teams and cultivating strong client relationships. Proven track record of delivering exceptional customer experiences by aligning technical and business needs with growth objectives. Expert in leading project teams to implement tailored solutions, enhance satisfaction, and increase product utilization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Jitterbit
Remote
09.2023 - Current
- Oversee a diverse portfolio of 100 customers, including key enterprise accounts, across multiple industries
- Build strong customer relationships and drive their success through personalized support and strategic insights
- Work with account team to steer cross-sell and upsell efforts, generating additional revenue, while ensuring customers fully leverage our solutions
- Partner with sales, support, and product teams to ensure seamless customer experiences and enhance retention
- Maintained a 97% retention rate for a multimillion-dollar book of business
- Played a pivotal role in expanding key customer accounts by 30% year over year, significantly increasing their value
- Provided exceptional service to empower customers to achieve goals and maximize the value of our offerings
- Executed renewal negotiations with a focus on customer retention, ensuring ongoing value and long-term relationships
- Consistently exceeded customer satisfaction and retention targets and recognized as a subject matter expert, regularly calling upon to train new team members and enhance team capabilities.
Customer Success Manager
GreatHorn
Remote
01.2023 - 08.2023
- Ensured operational excellence of company products in customer-centric environments
- Advocated for customer interests by communicating their needs, concerns, and challenges to internal stakeholders
- Supervised post-sales activities, including customer onboarding, guidance, support, and documentation
- Executed renewal initiatives and worked closely with cross-functional teams, such as product and engineering
- Engaged with customers and managed key accounts to ensure successful product utilization and training
- Played a crucial role in driving renewals and coordinating efforts with product and engineering teams
- Regularly gathered customer feedback and suggestions, presenting innovative ideas to key internal stakeholders
- Achieved $168K in upsell revenue and acted as 'Voice of the Customer,' leading efforts to drive renewal conversations
- Efficiently communicated, prioritized, and expedited the resolution of customer inquiries and issues
- Provided trusted advisory services by delivering expert guidance and best practices to customers
- Conducted quarterly business reviews (QBRs) with enterprise accounts to ensure ongoing alignment and success
- Monitored customer well-being and proactively identified and mitigated risks, while escalating issues as needed, and developed success plans with valuable recommendations.
Senior Solutions Consultant
AvidXchange
Charlotte, NC
01.2019 - 01.2022
- Maximized sales team opportunities by expertly assessing the feasibility of customers' ERP systems and providing exceptional support and guidance
- Acted as integrations subject matter expert (SME) for both internal and external partner teams
- Developed, tested, and deployed API integrations with ERP partners, ensuring smooth implementation and functionality
- Provided expert product and solution knowledge, staying up to date with the latest features and functions to offer effective client guidance
- Led all aspects of RFP responses, ensuring timely and thorough delivery
- Played a pivotal role in acquiring and retaining an average of 15 agreements per quarter
- Served as a key internal stakeholder, offering critical insights and guidance on product initiatives related to integration
- Streamlined the handoff process between sales and relationship management teams, ensuring a seamless transition and maintaining a positive customer experience
- Clearly communicated the benefits and standout features of organizational applications to various levels of management, including C-level executives.
Integration Project Manager
AvidXchange
Charlotte, NC
01.2017 - 01.2019
- Drove significant process improvements by consistently identifying opportunities and delivering actionable feedback
- Facilitated effective communication among operations, development, sales, and customer onboarding teams to meet demands of large-scale projects
- Ensured timely project execution by translating technical requirements into clear, actionable deliverables
- Utilized strong technical expertise to steer organizational ERP system integrations with client systems
- Coordinated resolution efforts and provided solutions for client-specific issues, ensuring optimal customer satisfaction
- Planned, developed, and implemented integrations for an average of 20 projects of varying scales.
Genius
Apple Inc.
Charlotte, NC
01.2015 - 01.2017
- Utilized exceptional time management and sound decision-making skills to execute day-to-day activities
- Leveraged strong leadership and mentoring abilities to train newly hired staff, while keeping senior management consistently informed on progress
- Achieved customer satisfaction by delivering courteous service and providing effective advice
- Conducted research to promptly identify and resolve emerging hardware and software issues and bugs.
Technical Specialist
Apple Inc.
Charlotte, NC | White Plains, NY
01.2011 - 01.2015
- Leveraged teamwork skills to collaborate effectively with team members and successfully execute critical activities
- Proactively fostered, maintained, and enhanced positive relationships between customers and the brand
- Maintained open lines of communication with customers through excellent communication skills
- Conducted an average of 15 to 20 mobile appointments daily.
Education
Westchester Community College
Valhalla, NYSkills
- Customer Success Management
- Technical Account Management
- Project Management
- Account Growth & Retention
- Product Adoption Strategies
- Cross-functional Collaboration
- Process Improvement
- Data Analysis & Reporting
- Contract Negotiation
- KPI Development & Tracking
- Strategic Planning & Execution
- Relationship Building
Affiliations
- Microsoft Office Suite
- Microsoft Team Foundation Server (TFS)
- SQL
- Salesforce
- Zendesk
- Jira
- Confluence
- GSuite
Certification
- CSPO Certification, 2022
- Mac & iOS Certified
Qualifications Summary
Proven track record of delivering exceptional customer experiences by aligning technical and business needs with growth objectives. Expert in leading project teams to implement tailored solutions, enhance satisfaction, and increase product utilization. Efficient in managing technical engagements, schedules, and budgets, while translating customer feedback into actionable improvements. Adept at fostering communication across teams, identifying growth opportunities, and maintaining high retention through proactive account management. Renowned for championing customer interests, offering trusted advisory services, and driving process improvements to exceed expectations.
References
References available upon request.
Timeline
Customer Success Manager
Jitterbit
09.2023 - Current
Customer Success Manager
GreatHorn
01.2023 - 08.2023
Senior Solutions Consultant
AvidXchange
01.2019 - 01.2022
Integration Project Manager
AvidXchange
01.2017 - 01.2019
Genius
Apple Inc.
01.2015 - 01.2017
Technical Specialist
Apple Inc.
01.2011 - 01.2015
Westchester Community College
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