Erika Klein
Springfield,PA
Summary
A data driven professional with a focus in customer relationship management by way of expertise in support, solutions, and strategy. Highly respected as a customer advocate wo can build rapport quickly and foster ongoing relationships. Desires to excel in a thriving organization that values passion, integrity and hard work.
Overview
10
10
years of professional experience
Work History
SENIOR CUSTOMER SUCCESS MANAGER
First Insight, Inc.
06.2019 - Current
- Actively engage with C-level executives on progress of monthly/quarterly initiatives
- Increase and improve usage, utilization, and user experience of software
- Create and deploy joint account plans, including kickoff and implementation phases
- Develop mutual close plans with customer and sales partners for all renewals
- Act as the expert for customer demonstrations and all software support needs.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Success Manager
First Insight, Inc.
09.2016 - 05.2019
- Facilitate internal and external training sessions quarterly
- Foster collaboration within the First Insight team to establish best practices and operationalization of the solution
- Work with multiple functional areas across accounts including Marketing, Merchandising, Product Development, Design, Finance, and Planning.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
SENIOR INSIGHT COORDINATOR
First Insight, Inc.
04.2014 - 08.2016
- Supported the Account Management organization with designing, building, and deploying online product tests.
Education
Bachelor of Science in Business Administration -
University of Pittsburgh
04.2014
Skills
- Account Management
- Customer Relationship Building
- Relationship Management
- Communication Skills
- Active Listening
- Analytical and Critical Thinking
- Detail-Oriented
- Problem Resolution
Timeline
SENIOR CUSTOMER SUCCESS MANAGER
First Insight, Inc.
06.2019 - Current
Customer Success Manager
First Insight, Inc.
09.2016 - 05.2019
SENIOR INSIGHT COORDINATOR
First Insight, Inc.
04.2014 - 08.2016
Bachelor of Science in Business Administration -
University of Pittsburgh
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