Desiree Fogg-Freeman
Wake Forest,NC
Summary
I am a Customer Success Manager with over seven years of experience in ensuring the success and satisfaction of customers across various industries with mid-market and enterprise experience. My core competencies include customer success by owning the life cycle post sales, developing customer roadmaps, churn reduction, and increasing CSAT (Customer Satisfaction Score).
I ensured a seamless onboarding process for customers, created quarterly and annual reports demonstrating the value created for each customer, drove product adoption, utilization, and expansion opportunities, and delivered 92% annual subscription renewals. I am passionate about helping customers achieve their goals and solving their challenges with innovative and effective solutions. I am currently looking for new opportunities to leverage my skills and knowledge in customer success and contribute to the growth and retention of a dynamic and customer-centric organization.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
Togetherwork
Arlington , VA
06.2018 - 04.2023
- Redesigned onboarding program by setting clear expectations and goals, user adaption with internal resources, guides, training webinars, and tutorials aiding customer retention.
- Supervised projects implementing SaaS and client-server implementation projects with EMEA accounts.
- Created Quarterly Business Reviews (QBR) and annual reports that demonstrate the value created for each customer
- Drove product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction.
- Delivered 92% of annual subscription renewals by maximizing clients’ success with products and engaged customers well in advance of renewal dates to secure timely renewals
- Secured customer feedback and shared it internally to influence the product roadmap
- Built and maintained relationships with 70 mid-market with ARR of $2-4M and 15 enterprise accounts with ARR of $4-7M, also working with C-Level executives and decision-makers after signing agreements.
- Managed escalations from customers while ensuring a positive experience throughout the resolution process.
- Collaborated with cross-functional teams to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Client Relationship Manager
Covance
Durham, NC
02.2016 - 06.2018
- Developed and maintained robust relationships with existing clients and partners by proactively addressing clients’ needs to ensure satisfaction and resolve issues promptly identified and cultivated new business opportunities and partnerships
- Represented the company at industry events, conferences, and networking functions
- Developed and implemented strategies to drive sales and increase revenue targets.
- Negotiated contracts and agreements with clients and partners to create profitable processes
- Analyzed market trends, competitors, and opportunities to inform business strategies while providing feedback and insights to the internal teams to refine products/services.
- Organized promotional events to introduce new products or services to existing clients.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Provided technical support to customers when needed during product demonstrations or onboarding processes.
Program Manager
TrialCard
Morrisville, NC
01.2011 - 02.2016
- Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
- Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed customer feedback regularly to identify potential areas of improvement in service delivery.
- Made recommendations to program strategies and roadmap offering the best solution for client projects by the Statement of Work (SOW) and in collaboration with the Director of Client Services
- Interfaced with clients and maintain business essential relationships on a day-to-day basis as primary business relationship manager
- Became an expert on the therapeutic class of assigned brands and possess an understanding of competitive products utilized within the therapeutic class
- Measured, and monitored program Key Performance Indicators (KPI) to develop data-driven recommendations
Team Leader
TrialCard
Morrisville, NC
11.2009 - 01.2011
- Monitored operations and reviewed records and metrics to understand company performance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Identified opportunities for process optimization using Lean Six Sigma principles.
- Fostered positive employee relationships through communication, training, and development coaching.
Claims Processor
McKesson
Cary, NC
09.2007 - 10.2009
- Assisted customers via telephone inquiries related to their specific claim status or general questions about the company's services.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Corresponded with providers regarding any missing or incomplete documentation needed for successful adjudication of claims.
- Assisted new policyholders with processing claims.
- Identified trends in denials or rejections due to incorrect coding or billing practices by providers.
- Evaluated the validity of assigned claims by verifying that services are medically necessary according to established guidelines.
- Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
- Reconciled payment discrepancies between provider statements and remittance advice from payers.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
Education
Associate of Science - Biology
Wake Technical Community College
Raleigh, NCSkills
- Upsell
- Client Management
- Customer Account Management
- Adoption
- Business Analysis
- Onboarding
- Retaining
- Retention
- Business-2-Business
- Product Knowledge
- Customer Engagement
- Customer Journey
- SaaS
- Stakeholder Management
- Project Plan Understanding
- Performance Tracking
- Vendor Relationship Management
- SLA Management
- Risk Management
- Strategic Communications
- Vendor Management
- Effective Negotiations
Timeline
Customer Success Manager
Togetherwork
06.2018 - 04.2023
Client Relationship Manager
Covance
02.2016 - 06.2018
Program Manager
TrialCard
01.2011 - 02.2016
Team Leader
TrialCard
11.2009 - 01.2011
Claims Processor
McKesson
09.2007 - 10.2009
Associate of Science - Biology
Wake Technical Community College