Summary
Overview
Work History
Education
Skills
Software
Timeline
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Dawn Courville

Dawn Courville

Senior Customer Success Manager

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

17
17
years of professional experience
2
2
years of post-secondary education

Work History

Customer Success Analyst

Apple
Remote
01.2020 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer adjustments to maintain financial accounts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Recommended products to customers, thoroughly explaining details.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.

Consultant

GP Strategies Corporation
Columbia, MD
01.2019 - Current
  • GP Strategies is a global leader in providing learning services, technical training, and organization and leadership development for many industries
  • My experience and automotive expertise in manufacturing, dealerships, and software applications, provided insight in to these key areas for projects.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
  • Integrated technology and business operations to identify targeted solutions to customer issues.
  • Aligned closely with business owners and employees to gather information and gain operational insight.

SaaS Customer Success Manager

AutoAlert
Irvine, CA
01.2013 - 01.2018
  • Proactively managed large portfolio of clients by developing strong partner-focused relationships, ensuring maximum adoption of AutoAlert solutions, and delivering value-add client services.
  • Created and managed process from point of sale through all phases of implementation, onboarding and training for clients via onsite visits, virtual meetings, and via telephone conferences.
  • Partnered strategically with assigned clients and regularly engaged with clients to share best practices and ensure maximum return on their investment.
  • Considered trusted client advisor who regularly recommend product features and functions to solve business problems.
  • Regularly demonstrated new product features and drove implementation of new products.
  • Secured high level of retention by proactively managing client health and interpreting and delivering monthly AutoAlert reporting and analytics.
  • Leveraged and partnered with client support, marketing, and field teams to ensure success of newly launched products and services.
  • Established Client Retention Department and effectively managed day-to-day operation and activities in order to meet high level customer satisfaction and sales goals.
  • Solved retention obstacles by developing, implementing, and managing workflow across departments and divisions resulting in reduction of churn rate from 7% to 2% retaining over 20 million dollars in business.
  • Monitored metrics and developed actionable insights to improve efficiency and performance..
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.

Regional Account Sales Manager

Daimler Trucks North America
Portland, OR
01.2006 - 01.2012
  • Regional Parts Sales Manager for Daimler Trucks North America's commercial truck dealers and fleets throughout the Southeastern United States.
  • Generated 200 million dollars plus in annual revenue.
  • Created product sales and programs for individual dealers and dealer groups to promote proprietary private label and nonproprietary all makes parts.
  • Analyzed dealer sales and business development strategies and developed action plans to grow revenue.
  • Made product recommendations and worked with vendors and provided specialized orders and pricing based on volume and market conditions, demographics, and specific regional competition.
  • Managed set up, maintenance, and review of complicated long-term pricing structures and strategies for larger dealer groups and fleets.
  • Maintained sales objectives with dealer visits, participating in dealer customer visits, training seminars, webinars, and participation in various events and trade shows.
  • Understood and capitalized on industry trends to shape and enhance value-added solutions and strategies for new market developments.
  • Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation..
  • Contacted key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts..
  • Created robust sales plans and set territory quotas.

Education

Associates Degree - Business

Santiago Canyon College
01.2012 - 01.2014

Skills

  • Customer Relations
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Software

  • Microsoft Office
  • SAP
  • Zendesk
  • Salesforce
  • Sugar
  • Cisco
  • Core

Timeline

Customer Success Analyst

Apple
01.2020 - Current

Consultant

GP Strategies Corporation
01.2019 - Current

SaaS Customer Success Manager

AutoAlert
01.2013 - 01.2018

Associates Degree - Business

Santiago Canyon College
01.2012 - 01.2014

Regional Account Sales Manager

Daimler Trucks North America
01.2006 - 01.2012

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Dawn CourvilleSenior Customer Success Manager