Summary
Overview
Work History
Education
Skills
Hobbies and Explorations
Timeline
Generic

Esther Rmah LaVielle

Portland,Oregon

Summary

Accomplished Customer Success Manager with a proven track record of strategizing, executing, and managing customer success programs that increase engagement and retention. Experienced in growing a book of business as well as running one-to many (1;M) programs that require a mix of digital and human touch. Excels in inter-department collaboration while fostering long-term partnerships with clients and vendor partners.

Overview

9
9
years of professional experience

Work History

Customer Success Manager At Scale

Quickbase
01.2022 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage in a 1:M environment.
  • Established strong relationships with key customers, resulting in increased customer engagement and growth in customer community programs.
  • Collaborated with the sales, marketing, product, and operations team to to gather and share insights resulting in higher net retention and product adoption from customers participating in 1:M programs.
  • Conducted regular 1:M program reviews to assess progress and strategize future growth and retention opportunities.

Customer Success and Service Delivery Manager

QuestionPro
01.2017 - 08.2020
  • Established strong relationships with key clients, fostering long-term partnerships and ensuring continued business growth.
  • Championed change management efforts through training internal employees and customers during organizational restructuring periods,
  • Collaborated with cross-functional teams to develop new products and services tailored to client needs.
  • Coordinated with sales teams to identify potential upsell opportunities within existing accounts for all team members training while minimizing churn risk across the global CS team.
  • Managed customer communications programs including email campaigns, webinars, and monthly newsletter.
  • Contributed to improved global retention rate from 90% to 96%.

Customer Success Associate

BlueVolt
09.2015 - 01.2017
  • Managed a book of business of over 50 clients in the trades and education industry.
  • Collaborated with cross-functional teams to assist with pre-sales and the customer journey resulting in90% customers fully onboarded within 90 days.
  • Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.
  • Tracked renewals for assigned accounts proactively contacting customers before expiration dates resulting in 97% retention rate.

Education

Bachelor of Arts - Business: Marketing

Western Washington University
Bellingham, WA
12.2003

Skills

  • Customer Account Management
  • Customer Relationship Building
  • Customer Retention
  • Client Relations
  • Customer Advocacy
  • Strategic Planning
  • CRM Software
  • Account Management
  • Customer Needs Assessment
  • Client service optimization
  • Training programs
  • Inter-department collaboration

Hobbies and Explorations

Naturally curious, I am always searching or something new to try and see. I love a good viewpoint in the city or in nature, and I enjoy using my hands to craft costumes for holidays or special occasions. Music gives me life and I've recently started learning how to DJ on my own with the goal to host music listening parties in intimate settings. 

Timeline

Customer Success Manager At Scale

Quickbase
01.2022 - Current

Customer Success and Service Delivery Manager

QuestionPro
01.2017 - 08.2020

Customer Success Associate

BlueVolt
09.2015 - 01.2017

Bachelor of Arts - Business: Marketing

Western Washington University

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Esther Rmah LaVielle