Erika Buchanan
Reading,PA
Summary
Dynamic Customer Success Manager with 12+ years of experience delivering exceptional service across diverse industries. Passionate about creating lasting business relationships while ensuring customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Success Manager, Mid Market
KnowBe4
10.2024 - Current
- Maintains a 90% average health score across all managed accounts.
- Leads the team in successful customer contacts and scheduled calls.
- Secures at-risk renewals by overcoming objections, prioritizing persistent outreach, and fast-tracking deployment of non-boarded products to showcase ROI.
Customer Success Manager, SMB
KnowBe4
03.2022 - 10.2024
- Promoted from SMB to Mid-Market Account Management, reflecting success in handling smaller accounts and readiness for increased responsibilities.
- Managed over 500 accounts in various stages of the customer lifecycle, resulting in stellar onboarding rates and customer satisfaction feedback.
- Led quarterly business reviews with clients, leveraging data-driven insights to identify areas for improvement, optimize performance, and drive product adoption.
Managed Print Specialist
Fraser Advanced Information Systems
03.2021 - 03.2022
- Streamlined customer printing practices, boosting overall productivity and delivering significant cost savings.
- Delivered product demonstrations to potential clients, driving a 50% increase in closed deals for the Managed Print team compared to the previous year.
Customer Experience Specialist
Eastern Technologies, Inc.
08.2017 - 03.2021
- Promoted to Lead Procurement Specialist while overseeing the role’s responsibilities on an interim basis until a permanent hire was made.
- Initiated process improvements that streamlined the Customer Service Team's workflow, leading to a significant increase in daily order processing volume.
Server, Fine Dining
Willoughby's on Park
Wyomissing, PA
08.2016 - 04.2018
- Delivered exceptional guest service in a fine dining environment, managing requests and resolving issues promptly, which translated into a high rate of customer satisfaction and repeat business.
- Consistently exceeded food and beverage upsell goals set by management.
Client Performance Representative
TRIOSE
Wyomissing, PA
01.2015 - 02.2017
- Promoted to the Strategic Accounts Department after a year of successfully handling small to medium accounts, due to demonstrated excellence in performance and client management.
- Trained new Customer Service Representatives, utilizing strong instructional skills and patience to successfully onboard and develop the team.
Education
Bachelor Of Arts - Psychology
Albright College
Skills
- Customer Engagement
- Customer Onboarding
- Customer Retention
- Customer Satisfaction
- Problem-solving
- Relationship Development
- Customer Advocate
- Product Expert
Timeline
Customer Success Manager, Mid Market
KnowBe4
10.2024 - Current
Customer Success Manager, SMB
KnowBe4
03.2022 - 10.2024
Managed Print Specialist
Fraser Advanced Information Systems
03.2021 - 03.2022
Customer Experience Specialist
Eastern Technologies, Inc.
08.2017 - 03.2021
Server, Fine Dining
Willoughby's on Park
08.2016 - 04.2018
Client Performance Representative
TRIOSE
01.2015 - 02.2017
Bachelor Of Arts - Psychology
Albright College