Emily Ferguson
Tampa,FL
Summary
I deliver tailored strategies, proactive support, and insights that drive adoption and long-term success by deeply understanding each client’s business goals and challenges. I collaborate cross-functionally with Sales, Product, and Support teams to advocate for customer needs, resolve issues efficiently, and identify growth opportunities. My role is instrumental in building strong relationships, minimizing churn, and scaling success across complex, high-value accounts.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Vector Solutions
Tampa, FL
03.2025 - Current
- Manage and maintain a portfolio of enterprise key accounts, fostering long-term relationships.
- Actively seek out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients. Contributing around $250k ACV upsell opportunities for FY24.
- Lead the internal team and customers in product training as a subject matter expert.
Customer Success Manager
Vector Solutions
Tampa, Florida
07.2022 - 03.2025
- Managed and maintained a portfolio of key accounts, fostering long-term relationships, while hitting my retention goal.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Met with customers to discuss best practices and drive outcomes.
Customer Service Representative
Vector Solutions
Tampa, Florida
08.2021 - 06.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Managed monthly projects to ensure training rolled out appropriately.
Account Representative
State Farm
Burlington, Iowa
01.2021 - 08.2021
- Produced sales documents, finalized deals and filed records.
- Identified customer needs by asking questions and advising on best solutions.
- Maintained accurate and complete records on past due accounts and collection actions.
Education
Bachelor of Business - Finance
Western Illinois University
Macomb, IL05-2019
Associate of Arts -
Southeastern Community College
Burlington, Iowa05-2017
Skills
- Account management
- Customer relationship management
- Cross-functional collaboration
- Project management
Certification
- Customer Success Manager Certification Level I
Timeline
Senior Customer Success Manager
Vector Solutions
03.2025 - Current
Customer Success Manager
Vector Solutions
07.2022 - 03.2025
Customer Service Representative
Vector Solutions
08.2021 - 06.2022
Account Representative
State Farm
01.2021 - 08.2021
Bachelor of Business - Finance
Western Illinois University
Associate of Arts -
Southeastern Community College