Darcell Kincaid
Nashville,TN
Summary
A highly motivated and experienced Customer Success Manager seeking a challenging role in a dynamic organization where my skills and expertise in customer satisfaction and retention can be utilized to help drive business growth and success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Yelp
01.2022 - Current
- Maintained strong relationships with new and existing customers by phone and email
- Adhered to KPIs and reported to team leader during monthly team meetings
- Managed a portfolio of 60 key clients, resulting in a 80% customer retention rate.
- Analyzed market trends and research consumer preferences.
- Researched competitive ads to identify best practices and new approaches for improving ad campaigns.
- Collaborated with customers to understand their needs and developed tailored success plans
- Conducted regular check-ins and ensuring customers maximize the value of our services.
- Analyzed customer usage data to identify opportunities for upselling and expansion.
- Resolved customer escalations promptly, maintaining high satisfaction levels.
Client Success Manager
Carsaver
11.2018 - 12.2021
- Served as the primary point of contact for clients, addressing their needs, and ensuring their satisfaction with the company's products and services.
- Developed and maintained positive customer relationships, building rapport, increasing customer satisfaction, and loyalty
- Worked with colleagues on development, implementation, and maintenance of customer first culture; maintained business for over 80 existing accounts
- Worked closely with the Sales teams to ensure successful client retention, identify new opportunities for team growth, and renewal of existing accounts
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Responded to customer inquiries via phone, email, Zoom, and chat, providing timely and effective solutions to customer problems and complaints
- Resolved 85% of customer issues on first contact.
- Managed accounts while monitoring metrics and monthly KPIs
- Conducted trainings with customers via Zoom to ensure success with the company
- Maintained accurate customer records through Zendesk and company SaaS
Client Success Manager
Guy Brown
07.2015 - 11.2018
- Provided excellent support, empathy, and advocacy for the customer's experience
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Proactively identified opportunities for account growth and work with clients to develop strategies to achieve their business goals.
- Made recommendations to improve processes that resulted in saving customers an average of $500 per month.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted customer surveys to gather feedback and identify areas for improvement
Education
Bachelor of Arts - Mass Communications
Tennessee State University
Nashville, TNSkills
- Customer Experience Management
- Team Management Experience
- Conflict Management
- Reviewing Renewals
- Project Management
- Customer Account Management
- Consultative Selling Techniques
- Interdepartmental Collaboration
Accomplishments
- Increased sales by 25% in 2018 by implementing a new sales strategy and original email marketing campaign
- Recognized by executives and ranked as #1 Manager within Client Success department
- Exceeded performance goals set by management: Achieved 102% of monthly targets set for number of cases closed.
- Achieved a satisfaction rating from customers of 4.5 out 5 stars or higher.
- Investigated and resolved an average of 10 customer complaints per week, resulting in increased customer satisfaction scores by 2%
- Exceeding customer service rating goal by 5%, remaining in the lead for highest client success ratings
Software
Zendesk, Slack, Salesforce, Zoom, Microsoft Office, Kronos, Tableau, Freshdesk, Jira, and Confluence
Timeline
Customer Success Manager
Yelp
01.2022 - Current
Client Success Manager
Carsaver
11.2018 - 12.2021
Client Success Manager
Guy Brown
07.2015 - 11.2018
Bachelor of Arts - Mass Communications
Tennessee State University