Derek Moeller
Palo Alto,CA
Summary
Resourceful Customer Success Manager known for productively and efficiently completing tasks. Specialize in relationship building, customer retention strategies, and problem-solving techniques. Excel in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant General Manager
TMH Hotels
Santa Clara, CA
06.2012 - Current
- Managed staff to execute operational directives, achieving high productivity and accuracy.
- Led training sessions to enhance service quality and operational skills.
- Collaborated with departments to devise innovative solutions for complex challenges.
- Engaged customers through effective communication to determine needs and requirements.
- Handled store cash intake accurately and prepared daily bank deposits.
- Conducted interviews to assist in recruitment of prospective candidates.
- Cultivated strategic client relationships, enhancing satisfaction and loyalty.
- Facilitated interdepartmental communication to ensure seamless operations.
Customer Success Manager
G2 Risk Solutions
Burlingame, CA
01.2023 - 07.2024
- Negotiated contract renewals while managing customer expectations to enhance satisfaction.
- Conducted regular business reviews to assess customer needs and adjust strategies.
- Monitored customer health scores, proactively addressing concerns to reduce churn.
- Collaborated with cross-functional teams to drive customer success initiatives.
- Trained customers on product features and best practices to optimize their experience.
- Established key performance indicators (KPIs) for measuring customer success metrics.
- Compiled and analyzed customer feedback to inform product development processes.
- Resolved customer escalations by directly engaging with clients and coordinating support teams.
Client Support Specialist
G2 Risk Solutions
Burlingame, CA
02.2015 - 12.2022
- Investigated complex customer requests and escalated as necessary to relevant departments.
- Diagnosed technical issues and communicated effective solutions to customers.
- Created detailed reports on customer support activities and performance metrics.
- Delivered exceptional service to clients, fostering long-term relationships.
- Adjusted billing errors and processed refunds to resolve service complaints.
- Assisted customers with product installation, troubleshooting, and usage inquiries.
- Monitored incoming emails for technical problems and responded promptly.
- Collaborated with internal teams to ensure timely resolution of client issues.
Education
Bachelor of Arts - Political Science
Arizona State University
Tempe, AZ05-2009
Skills
- Customer engagement and relationship management
- Data analysis and reporting
- Issue resolution
- Process improvement
- Budget management and forecasting
- Proficient in Jira, HubSpot, Salesforce
Certification
- Six Sigma Yellow Belt Certified through Six Sigma Global Institute, 2022
Timeline
Customer Success Manager
G2 Risk Solutions
01.2023 - 07.2024
Client Support Specialist
G2 Risk Solutions
02.2015 - 12.2022
Assistant General Manager
TMH Hotels
06.2012 - Current
Bachelor of Arts - Political Science
Arizona State University
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