Gabrielle Brown
Houston,TX
Summary
Experienced Customer Success Manager with a track record of cultivating and nurturing client relationships. Skilled in driving customer satisfaction, fostering product adoption, and building loyalty. Able to effectively manage key accounts, identify customer needs, and implement strategies to enhance customer success outcomes. Collaborative and adept at working with cross-functional teams to ensure seamless product and service delivery aligned with customer goals. Possesses exceptional analytical, communication, and leadership skills and is passionately committed to achieving and surpassing customer success metrics.
Overview
11
11
years of professional experience
Work History
Gateway foundation
Gateway Foundation-Houston, TX
04.2024 - Current
- Monitors and observes clients, ensures their safety and well-being, and provides motivational support and guidance to assist them in meeting therapeutic goals
- Reports client observations and contributes to treatment decisions concerning therapy, discipline, and privileges
- Keep daily logs on detainees (including disciplinary reports)
- Conduct shakedowns for contraband materials (by yourself or with your team) and confiscate prohibited items as per policies and procedures
- Supervise and monitor detainees in living, recreation, dining, and visitation areas
- Coordinate their movement (conducting counts and providing emergency response as needed).
Customer Success Manager (Remote)
ENTER EMPLOYER HERE
03.2021 - 10.2023
- Orchestrated the onboarding of 200+ new accounts, enhancing customer product knowledge and satisfaction levels
- Implemented tailored customer engagement strategies that increased product adoption rates by 35%
- Developed and executed a customer health monitoring program, reducing churn by 15% annually
- Led quarterly business reviews with key stakeholders, reinforcing customer relationships and identifying upsell opportunities
- Collaborated with the product team to relay customer feedback, resulting in the launch of 3 major product features
- Achieved a customer satisfaction score of 90+ NPS through proactive service and support initiatives.
Senior Customer Success Associate (Remote)
ENTER EMPLOYER HERE
06.2019 - 01.2021
- Managed a portfolio of 50 high-value accounts, ensuring a 98% retention rate over two years
- Conducted in-depth data analysis to identify trends and insights, guiding strategic improvements in customer service
- Spearheaded the development of a customer advocacy program, increasing referral business by 20%
- Facilitated effective training sessions for customers on new features and updates, improving engagement by 40%
- Negotiated contract renewals, securing long-term commitments from 95% of eligible customers
- Provided leadership in crisis management situations, resolving issues efficiently and maintaining high levels of customer trust.
Account Manager (Remote)
EMPLOYER HERE
02.2017 - 06.2019
- Directed the seamless transition of 100+ customers to a new platform, maintaining a 100% retention rate during the migration
- Established and maintained strong relationships with key decision-makers, resulting in enhanced account stability
- Developed customized reports for clients, providing valuable insights into their usage patterns and recommendations for optimization
- Played a pivotal role in cross-departmental teams to address and solve complex customer challenges
- Delivered personalized account reviews to clients, demonstrating the value and ROI of their investments
- Actively contributed to product development meetings with feedback from customers, influencing the roadmap prioritization.
Customer Support Specialist (Remote)
ENTER EMPLOYER HERE
01.2014 - 12.2014
- Resolved an average of 30 customer issues per day, maintaining high satisfaction levels across all interactions
- Initiated a feedback loop with the product team, contributing to a 10% decrease in recurring support tickets
- Developed and maintained comprehensive knowledge base articles, reducing customer inquiries by 25%
- Provided expert guidance to customers navigating complex product ecosystems, enhancing user experience
- Implemented a series of upsell strategies during support interactions, resulting in a 5% increase in sales
- Received the 'Above and Beyond' award for exceptional customer service and dedication to the company's values.
Education
Bachelor Of Business -
Houston Community College
Houston, TXENTER DEGREE OR FIELD in STUDY -
ENTER SCHOOL NAME HERE
03.2013
Skills
- Customer Relationship Management
- Strategic Account Planning
- User Adoption & Retention Strategies
- Customer Satisfaction & NPS Improvement
- Cross-Functional Team Leadership
- Onboarding & Training Programs
- Data Analysis & Reporting
- Problem-Solving & Conflict Resolution
- SaaS Platforms & CRM Software
- Feedback Collection & Product Advocacy
Timeline
Gateway foundation
Gateway Foundation-Houston, TX
04.2024 - Current
Customer Success Manager (Remote)
ENTER EMPLOYER HERE
03.2021 - 10.2023
Senior Customer Success Associate (Remote)
ENTER EMPLOYER HERE
06.2019 - 01.2021
Account Manager (Remote)
EMPLOYER HERE
02.2017 - 06.2019
Customer Support Specialist (Remote)
ENTER EMPLOYER HERE
01.2014 - 12.2014
Bachelor Of Business -
Houston Community College
ENTER DEGREE OR FIELD in STUDY -
ENTER SCHOOL NAME HERE
Similar Profiles
Sally SheahanSally Sheahan
Lead Mammography Technologist at Houston Methodist Clear Lake, Houston, TXLead Mammography Technologist at Houston Methodist Clear Lake, Houston, TX
LUZ FUENTESLUZ FUENTES
Phlebotomy Student at Houston Methodist Hospital – The Woodlands, TXPhlebotomy Student at Houston Methodist Hospital – The Woodlands, TX
Charlae DeMarsCharlae DeMars
Medical Assistant at Montgomery Heart and Wellness-Houston, TXMedical Assistant at Montgomery Heart and Wellness-Houston, TX
Malcolm ConeoMalcolm Coneo
Life Insurance Agent at Bankers Life Insurance Company Of AmericaLife Insurance Agent at Bankers Life Insurance Company Of America
SHARON GUERREROSHARON GUERRERO
Logistics Specialist at Army National GuardLogistics Specialist at Army National Guard