Cynthia Mays
San Ramon,CA
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
23
23
years of professional experience
Work History
Enterprise Customer Success Manager
Netwrix Corporation
San Ramon, CA
02.2022 - 06.2023
- Build and maintaining strong relationships with customer leaders, ensuring a deep understanding of their organization's ecosystem-led growth strategy and strong executive alignment
- Continuously engaging new stakeholders (everyone from end users to leaders) to identify new champions and expand Crossbeam's reach
- Continuously achieving customer alignment with desired outcomes through regular meetings, creating and sharing Success Plans, and QBRs
- Become an internal power user and stay, on top of the product roadmap and new features as they're released in order to ensure that your customers continue to realize value
- Contributing new ideas and processes that align with customer success best practices to continually improve the effectiveness of our processes
- Identifying and understanding customers' blockers and working through technical issues for customers and bugs
- When needed, escalate issues to product and engineering for resolution
- Providing ongoing feedback to the product team to help inform the product roadmap.
- Developed and implemented customer success strategies for enterprise clients.
- Worked with cross-functional teams to ensure successful onboarding of new customers.
- Provided strategic guidance on product usage and best practices to maximize customer value.
- Established relationships with key stakeholders within the organization to ensure successful outcomes for customers.
- Facilitated training sessions for internal teams on how to effectively manage enterprise customers.
- Negotiated renewal contracts with existing customers while maintaining long-term relationships.
- Drove customer escalations to resolution by engaging directly with clients.
- Collaborated with cross-functional teams to establish customer success programs.
Senior Account Manager/Director of New Business
FROSCH Travel
San Ramon, California
01.2010 - 03.2020
- Implement and trained clients on new technologies
- Strong Knowledge of the GDS systems (Apollo & Sabre)
- Upsell technology and service solutions\Vendor Relationships
- Networked and partnered with ADP and Concur to create/generate leads
- Developed and managed relationships with key clients, resulting in increased customer satisfaction and revenue growth
- Developed and maintained relationships with key stakeholders to ensure successful account management
- Conducted regular meetings with clients to review progress on projects and discuss new opportunities
- Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.
- Identified opportunities for cross-selling products and services to existing customers.
- Managed key account relationships, ensuring customer loyalty and retention.
- Conducted regular meetings with clients to review performance metrics, progress, and future goals.
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
- Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
- Created customized reports for clients outlining performance metrics such as ROI and sales volume growth.
- Prepared monthly reports summarizing account activities for upper management review.
- Established strong relationships with vendors in order to secure favorable discounts on materials or services needed by the company's clients.
- Coordinated closely with colleagues across multiple departments when launching new products or services into an existing account base.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Global Account Manager
Hunter World Travel
San Ramon, California
02.2006 - 10.2011
- Responsible for sales for Large to Mid-size $500,000-10,000,000 companies in the market
- Identified potential risks associated with client accounts and developed strategies to mitigate them.
- Oversaw 50 Enterprise client accounts.
- Enhanced sales volume through skilled support to both new and inactive customers
- Vendor Relationships
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Networked and partnered with ADP and Concur to create/generate leads
- Utilized CRM tools to track progress against each account's goals, providing regular performance metrics updates.
- Provided strategic guidance in the development of long-term partnerships with customers.
Area Director of Sales
Marriott Residence Inn, Courtyard
San Ramon
05.2005 - 02.2006
- Exceeded personal revenue goals each quarter, awarded Golden Circle 'Bronze Level' during the first full quarter
- Responsible for the strategic planning and Leadership of the sakes efforts at assigned hotels
- Responsible for supervising the daily activities of the sales team
- Communicate daily/weekly/monthly with the General Managers and Regional Sales Director to implement the sales plans and actions necessary to lead the hotel's sales efforts successfully
- Responsible for all sales-related training for the sales team and the other personnel, including the Front Desk team members
- Completed All of Marriott's extensive Sale Training certified courses.
Operations Manager
WorldTravel BTI, PeopleSoft
Pleasanton
08.2000 - 02.2004
- Direct Supervision over dedicated corporate travel call center and production team of a 40-million-dollar global Account
- Ensure performance within company policies, standards, and contract guidelines
- Develop and implement new and improved processes to streamline operations and increase efficiency, quality, and customer service
- Successfully implemented and trained online booking reservations systems, Concur, Deem, and My ID
- Develop and maintain strong working relationships with Travel Manager and my direct reports
- Responsible for developing, coaching, and training a staff of 28 employees
- Implement vendor contracts and accountability measures
- Ensured effective communication among staff members by providing training when necessary
- Develop and implement new and improved processes to streamline operations and increase efficiency, quality, and customer service
- Develop and maintain strong working relationships with Travel Manager and my direct reports
- Operations lead on JD Edwards/PeopleSoft Integration
- Developed Standard Operating Procedure and Business Continuance Plan Manual.
Education
Associate in Science (A.S.) in Business -
Corning Community College
Skills
- Salesforce
- Microsoft Suite
- Teams
- Dynamics
- Google Suites
- PowerPoint
- Domo
- Customer Presentations
- Client Correspondence
- Customer Relationship Management
- Contract Negotiation
- Client Base Retention
- Revenue Growth
- Closing Techniques
- Sales Quota Management
- Team Recruiting and Onboarding
- Charming Personality
- Strong Problem-Solving Ability
- Experience in software/Saas
- Excellent written and communication skills
References
References available upon request
Timeline
Enterprise Customer Success Manager
Netwrix Corporation
02.2022 - 06.2023
Senior Account Manager/Director of New Business
FROSCH Travel
01.2010 - 03.2020
Global Account Manager
Hunter World Travel
02.2006 - 10.2011
Area Director of Sales
Marriott Residence Inn, Courtyard
05.2005 - 02.2006
Operations Manager
WorldTravel BTI, PeopleSoft
08.2000 - 02.2004
Associate in Science (A.S.) in Business -
Corning Community College
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