HALEY ATCHLEY
Gladewater,US
Summary
Driven Customer Success Manager with a strong history of enhancing product adoption and minimizing churn in regulated sectors. Skilled in simplifying complex systems into actionable steps for diverse users, from small agency owners to large enterprise partners. Recognized for blending empathy with strategic insight to implement effective solutions. Committed to empowering mission-driven organizations through scalable frameworks and data-driven strategies.
Overview
9
9
years of professional experience
Work History
Client Success Manager
Rollick
St. Louis, Missouri
12.2023 - Current
- Increased client satisfaction by 20% through implementation of new onboarding processes.
- Reduced ticketing time by over 15% by adopting proactive outreach and customer relationship management.
- Maintained comprehensive documentation of all customer interactions and transactions.
- Monitored customer accounts to identify improvement opportunities.
- Provided feedback on product features to advocate for customer needs.
- Implemented best practices to improve communication between customers and internal teams
Client Success & Onboarding Specialist
ePayPolicy
Austin, Texas
02.2022 - 12.2023
- Reduced customer churn by 22% through proactive account management and personalized outreach.
- Conducted training sessions and developed best practice documentation to improve platform usability.
- Coordinated cross-functional teams to implement customized solutions for product integration.
- Analyzed client feedback and usage patterns to uncover improvement opportunities.
- Managed issue resolution communications while guiding users on platform features.
- Maintained accurate client records using CRM tools to optimize data management.
Licensed Office Manager
Jim Toman Insurance
Tyler, Texas
07.2019 - 02.2022
- Optimized renewal workflows, increasing client retention by 25% year-over-year.
- Reviewed over 200 monthly invoices for accuracy, achieving 99% precision in payment processing.
- Prepared legal and procedural documents, including applications, endorsements, and cancellations.
- Developed tailored insurance plans to meet individual client needs.
Licensed Personal Lines Team Lead
Classic Tyler Insurance
Tyler, Texas
10.2016 - 07.2019
- Trained and mentored a team of 6, achieving 40% increase in policy accuracy and 15% boost in productivity.
- Resolved escalated customer complaints efficiently to uphold high satisfaction scores.
- Developed strategies to enhance team productivity and elevate customer service quality.
- Advised customers on minimizing risks related to assets effectively.
Education
Associates of Arts - English Language and Literature
University of Texas At Tyler
Tyler, Texas05.2018
Skills
- Client relationship management
- Strategic thinking
- Cross-functional communication
- Stakeholder alignment
- Salesforce proficiency
- Microsoft Excel expertise
- Google Workspace applications
- SaaS onboarding and adoption
- Customer success metrics
- Digital transformation support
- Support and service platforms (Zendesk, Intercom)
- Project management tools (Asana, ClickUp)
- Workflow automation (Zapier, Airtable)
- Product usage analytics (Pendo, Mixpanel)
- Voice of customer programs
- Agile methodologies
References
References available upon request.
Timeline
Client Success Manager
Rollick
12.2023 - Current
Client Success & Onboarding Specialist
ePayPolicy
02.2022 - 12.2023
Licensed Office Manager
Jim Toman Insurance
07.2019 - 02.2022
Licensed Personal Lines Team Lead
Classic Tyler Insurance
10.2016 - 07.2019
Associates of Arts - English Language and Literature
University of Texas At Tyler