Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Certification
Timeline
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GRACE ROGERS

Tampa,FL

Summary

Dedicated, results-driven customer success leader with experience in enhancing online initiatives, customer lifecycle, and client services. Exhibit a track record of delivering customer success management results in a fast-paced environment. Leverage hands-on experience to meet customer needs and support development campaigns. Self-motivated professional, utilizing customer-facing skills to develop presentations that present differentiation in the latest technical advancements in meeting deadlines. Manage technical aspects of client interaction to define success metrics by maximizing expertise in utilizing passion, active listening, creativity, innovation, and team-building skills to coach and inspire cross-functional teams.

Overview

4
4
years of professional experience
1
1
Certification

Work History

SR. CUSTOMER SUCCESS MANAGER

AUTOMOX
12.2022 - Current
  • Build and cultivate consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers
  • Create and maintain comprehensive customer success documentation for internal and external use.
  • Analyze customer data to identify trends and develop strategies to improve customer success metrics.
  • Manage escalations effectively, resolving complex issues and preventing future occurrences.
  • Manage 4 million in ARR of top 25 accounts
  • Cross-collaborate with all internal teams and the executive leadership team.

CUSTOMER SUCCESS MANAGER

AUTOMOX
03.2022 - 11.2022
  • Spearhead efficiencies in monitoring forecasts to provide data and insights to customers
  • Ensure on-time project delivery.

TEAM LEAD, CUSTOMER SUCCESS

FIELDEDGE
11.2021 - 03.2022
  • Delivered efficiencies to improve departmental processes and streamline operations in attaining defined goals and targets.

SR. CUSTOMER SUCCESS MANAGER

FIELDEDGE
02.2020 - 01.2021
  • Recognized as a Top Performer and promoted from Customer Success Manager to increase engagement and client satisfaction from FieldEdge products
  • Spearheaded initiatives to streamline and optimize cross-departmental processes.

CUSTOMER SUCCESS MANAGER

FIELDEDGE
02.2020 - 01.2021
  • Increased ROI by delivering Quarterly Business Reviews that identifies critical business challenges, customizing success plans, and completing 100+ business reviews
  • Supported a customer base, developing relationships throughout the customer lifecycle

Customer Success Specialist

FieldEdge
10.2019 - 02.2020

Assistant Manager, Lead Instructor, Sales Representative

Pure Barre
10.2019 - 02.2020

Education

Bachelor Of Arts & Science (Magna Cum Laude) -

Florida Gulf Coast University
08.2019

Skills

  • Customer Success Management
  • Customer Retention
  • Stakeholder Relations Management
  • Project Management
  • Analytical Skills
  • Customer Advocacy
  • Problem-Solving Skills
  • Deadline-Driven Leadership
  • ECommerce
  • Startup Knowledge
  • Customer Relationship Building
  • Strategic communications

Tools

  • Gainsight
  • Salesforce
  • Zendesk
  • Google Suite
  • Slack
  • MS Office Suite

Personal Information

Title: Customer Success Manager

Certification

CCSM Success Hackers

Automox Level I and II certified

Timeline

SR. CUSTOMER SUCCESS MANAGER

AUTOMOX
12.2022 - Current

CUSTOMER SUCCESS MANAGER

AUTOMOX
03.2022 - 11.2022

TEAM LEAD, CUSTOMER SUCCESS

FIELDEDGE
11.2021 - 03.2022

SR. CUSTOMER SUCCESS MANAGER

FIELDEDGE
02.2020 - 01.2021

CUSTOMER SUCCESS MANAGER

FIELDEDGE
02.2020 - 01.2021

Customer Success Specialist

FieldEdge
10.2019 - 02.2020

Assistant Manager, Lead Instructor, Sales Representative

Pure Barre
10.2019 - 02.2020

Bachelor Of Arts & Science (Magna Cum Laude) -

Florida Gulf Coast University

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GRACE ROGERS