Elizabeth Cattanach
Customer Success Manager
Dayton,United States
Summary
Customer-focused professional with a successful 15-year career in software. Looking to use my skills as a Customer Success Manager in a collaborative and growing company.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Manager
Linc Global
Santa Clara, CA
10.2021 - 12.2022
- Onboarding specialist, and customer advocate for Linc's automated platform
- Worked in a collaborative and supportive capacity for presenting data reviews with customers and communicated recommendations for optimal growth with Linc's solutions
- Proactive communication with assigned customer accounts to announce new features, news and friendly check-ins to increase customer satisfaction
- Project managed and facilitated in the implementation of recommended solutions
- Tailored documentation of UAT, best practices, for each customer's journey
- Led training sessions for Linc's client portal.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Kept accurate records to document customer service actions and discussions.
Senior Implementation Consultant
Fraxion
Seattle, WA
03.2019 - 10.2021
- Evaluated and defined internal and customer needs, implementing processes to address requirements.
- Organized project implementation resources and leveraged expertise to assist organizational rollout.
- Customized, developed and managed individualized deployments to assist utilization.
- Led custom product training and deployment to meet organizational goals.
- Documented specialized data and requirements to address business demands.
- Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Identified issues, analyzed information and provided solutions to problems.
Implementation Consultant
Fraxion
Seattle, WA
10.2011 - 03.2019
- Consulted and trained companies to best utilize a web based procurement system called eRequester.
- Collaborated with clients to fit their business requirements into a simple and understandable process.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Conducted "end user" and "train the trainer" administrative training with main stakeholders.
- Assisted account executives with strengthening client relationships through targeted solutions.
Technical Support Consultant
Fraxion
05.2008 - 10.2011
- Act as the first in line for all support inquiries, troubleshoot complex issues with eRequester, Microsoft, and Sage Accounting Software and come to an efficient resolution, manage the inquiry queue through
- Fogbugz (a ticketing tracking application), use RDP/VPN and various web conferencing applications
- Elizabeth Cattanach - page 1 to connect to a client’s system, coordinate and schedule the deployment of patches to fix bugs, responsible for maintaining a knowledge base, and updating documentation.
Customer Service Associate
CSC
03.2005 - 05.2008
- Responsible for providing clients of law firms and financial institutions accurate and timely results in the uniform commercial code industry
- This position entailed a high level of attention to detail, exceptional interpersonal skills, and the ability to conduct research in an efficient manner
- In addition to the aforementioned, other responsibilities included federal civil litigation and bankruptcy searches researched through PACER, contacting vendors and clients when problems or concerns arise, typing summary reports and making sure that service of process was accepted, scanned, and logged immediately.
Reservations Agent
Princess Cruises
06.2004 - 12.2004
- Handled all customer contacts received by telephone associated with the sale and services of Princess products, responded to inbound calls by evaluating the customers needs and providing them with an understanding of products available to meet their needs; provided accurate information in a timely fashion, made necessary changes to existing bookings, cross-selling of additional Princess products, and adhered to company policies.
Education
B.S - Psychology
Northern State University
01.2002 - 01.2004
Licenses & Certifications Managing Microsoft Dynamics Implementations - Microsoft Effective Listening - LinkedIn Being an Effective Team Member - LinkedIn Service Hub Software Certified - HubSpot - undefined
Skills
Software Training
Software InstallationInternet Information Services (IIS)ConsultingMicrosoft PowerPointStrategyCustomer RetentionActive ListeningCreative Problem SolvingTimeline
Customer Success Manager
Linc Global
10.2021 - 12.2022
Senior Implementation Consultant
Fraxion
03.2019 - 10.2021
Implementation Consultant
Fraxion
10.2011 - 03.2019
Technical Support Consultant
Fraxion
05.2008 - 10.2011
Customer Service Associate
CSC
03.2005 - 05.2008
Reservations Agent
Princess Cruises
06.2004 - 12.2004
B.S - Psychology
Northern State University
01.2002 - 01.2004