Elisette Davila

Customer Success

• Managed revenue models, process flows, operations support and customer engagement strategies.
  
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  
• Managed accounts to retain existing relationships and grow share of business.
  
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Lead a team of Customer Success Managers and Specialists to provide exceptional service to legal clients, ensuring their needs are met and exceeded.
  
• Develop and implement customer success strategies to increase client retention, reduce churn, and drive upsell opportunities.
  
• Analyze customer data and usage patterns to identify trends and proactively address potential issues.
  
• Oversee the resolution of escalated customer issues and coordinate cross-functional teams to provide timely solutions.
  
• Created and delivered monthly reports to clients, showcasing key performance metrics and service usage.

Team:

• Liaised with sales, marketing, operations and management teams to develop solutions and accomplish shared objectives.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
  
• Collaborate with product and technical development teams to advocate for customer needs and ensure that product enhancements align with client expectations.
  

Sales:

• Compiled and analyzed data to determine approaches to improve sales and customer success performance.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Support staff in administrative tasks to help sales representative close deals.
  
• Collaborate with the sales team to onboard new legal clients and conduct comprehensive needs assessments to tailor services to their specific requirements.
• Provided training and guidance to clients on how to maximize the value of our services.