Cynthia Williams
Overland Park,KS
Summary
Results-driven Senior Customer Success Manager with expertise in client advocacy and upselling strategies, sustaining a 98% client retention rate and managing a $2 million book of business. Skilled in developing and executing client service strategies to enhance customer satisfaction and drive strong outcomes.
Overview
15
15
years of professional experience
Work History
Sr. Customer Success Manager
Zillow Group
Overland Park, KS
10.2019 - 08.2026
- Maintained a $2 million book of business with a 98% client retention rate.
- Identified upsell opportunities during Executive Business Reviews and weekly check-ins.
- Advocated for MLS and brokerages, strengthening client loyalty and enhancing service relationships.
- Led onboarding and training programs for office administrators and brokers to ensure seamless client integration.
- Collaborated with cross-functional teams to update training materials and implement retention projects.
- Managed customer relationships to enhance satisfaction and retention through effective engagement strategies.
- Analyzed customer data to identify trends and inform support initiatives, driving improvement in client outcomes.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Tracked customer satisfaction metrics including product usage, adoption rates, and retention rates.
Client Services Manager
Centralized Showing Service Inc.
Overland Park, Kansas
04.2011 - 10.2019
- Developed training materials for staff onboarding and ongoing education to enhance service delivery.
- Oversaw scheduling processes to streamline showing appointments efficiently, improving client interactions.
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Trained new staff members on customer service processes and procedures, ensuring compliance with company standards.
- Provided regular reporting and wrap-up analyses using various data points to support client service initiatives.
- Guided team members on effectively handling difficult situations with clients to enhance customer satisfaction.
- Analyzed customer feedback surveys to identify opportunities for improvement in service quality.
- Managed 180 employees in a 24/7 call center environment, overseeing Help Desk and Quality Control operations.
Education
Bachelor of Arts - Speech Communications And Human Relations
University of Kansas
Lawrence, KS05-1980
Skills
- Customer success
- Client retention
- Client advocacy
- Upselling strategies
- Customer relationship management
- Cross-functional collaboration
- Onboarding training
- Customer engagement
- Account management
Timeline
Sr. Customer Success Manager
Zillow Group
10.2019 - 08.2026
Client Services Manager
Centralized Showing Service Inc.
04.2011 - 10.2019
Bachelor of Arts - Speech Communications And Human Relations
University of Kansas