GRACE MONDICS
Delray Beach,FL
Summary
Experienced customer success leader and problem-solver dedicated to optimizing operations for cost reduction and increased organizational efficiency. Utilizes strong decision-making skills and sound judgment to drive company success. Focused on enhancing customer satisfaction, promoting client retention, and driving product adoption through cross-functional collaboration to ensure seamless experiences. Demonstrates ability to identify unique customer needs, overcome challenges, and deliver value-driven strategies that foster long-term partnerships and business growth.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Captivate, LLC
04.2023 - 11.2024
- Designated Customer Success Manager for the Northeast territory consisting of over 800 clients
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Created customer support strategies to increase customer retention
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Held 30-minute training sessions with new clients that covered best practices for Captivate's SaaS
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Success Manager
Mr. Pipeline Internet Marketing
09.2022 - 04.2023
- Monitored the success of over 100 client's internet marketing campaigns such as Google Ads and SEO
- Assisted with customer requests for products, services, and company information.
- Reacted proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new campaign ideas
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Digital Marketing / Social Media Manager
Koko Delray
05.2022 - 09.2022
- Administered online customer service functions by answering customer DMs and accepting orders to be shipped
- Concurrently serve in an in-store sales capacity
- Oversaw all social media presence and aligned posts to include branding and trending ideas.
- Increased brand awareness through development and implementation of successful public relations campaigns.
- Cultivated strong corporate image and identity with clear branding.
- Researched latest market trends and analyzed data to develop public relations strategies and tactics.
- Taught in-house employees strategies for successful internal and external communications.
Small Business Consultant
ADP
05.2021 - 05.2022
- Rounded out commercial experience as a member of the inside B2B sales and account management team
- Identified patterns and trends in large data sets and provided actionable insights.
- Navigated on-demand, fast-paced environments to build rapport with clients and project-manage product / service delivery
- Responsible for setting up payroll accounts
- Guided clients through challenges resulting from Covid-19 protocols
- HR-focused, tech-driven solutions provider
- Created dashboards to monitor and track key performance indicators.
- Deployed predictive analytics models to forecast future trends.
Account Executive
MRP
01.2019 - 05.2021
- Gained valuable experience in the marketing tech stack as a member of the business development team
- Recorded accurate and efficient records in customer database.
- Analyzed data / metrics, identified business trends and growth opportunities, and oversaw the sales-lead reporting process
- Responsible for managing and growing Dell account
- Researched clients, listened carefully to requirements, and became a trusted advisor in structuring product and service solutions that helped each client company overcome commercial challenges and attain goals
- Guided client stakeholders through ongoing changes that resulted from Covid-19 lockdowns
- Over these 3 years, MRP was the recipient of numerous product and industry awards, including Best in Biz and MarTech Breakthrough Awards
- SaaS company specializing in account-based sales and marketing
Education
Graduate Certificate - Digital Marketing
Northwestern University
Chicago, IL09.2022
Bachelor of Arts - Communications
Saint Joseph's University
Philadelphia, PA12-2018
Skills
- Inter-department collaboration
- Customer onboarding
- CRM software
- SaaS models
- SaaS Cloud-based solutions suite
- Feedback collection
- Schedule management
- Strategy implementation
- Analytical and critical thinking
- Client retention strategies
Timeline
Customer Success Manager
Captivate, LLC
04.2023 - 11.2024
Customer Success Manager
Mr. Pipeline Internet Marketing
09.2022 - 04.2023
Digital Marketing / Social Media Manager
Koko Delray
05.2022 - 09.2022
Small Business Consultant
ADP
05.2021 - 05.2022
Account Executive
MRP
01.2019 - 05.2021
Graduate Certificate - Digital Marketing
Northwestern University
Bachelor of Arts - Communications
Saint Joseph's University
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