Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Hannah Canup

Papillion,NE

Summary

Dedicated and results-driven Customer Success and Account Manager with a proven track record of fostering cooperation through exceptional interpersonal skills, patience, and objective reasoning. Adept at managing complex processes, driving customer satisfaction, and delivering high-quality outcomes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Success Manager

MachineMax
, NE
11.2022 - Current
  • Met customer needs consistently by identifying system requirements, planning product configurations, and delivering expert technical presentations.
  • Organized travel to three large US customers to roll out a new product, increasing ARR by 25% through onsite upselling.
  • Collaborated with internal teams (Engineering, Hardware, Product Development, and Sales) to develop innovative solutions to customer requirements.
  • Coordinated and managed project plans for rolling out new 4G hardware offerings to all US customers, achieving 100% customer retention.
  • Provided customer onboarding and training to 20+ professionals, ensuring successful product adoption.
  • Monitored KPIs to assess customer engagement (Customer health score, customer satisfaction, net promoter score (NPS), churn rate, first contact resolution rate).
  • Negotiated short- and long-term contracts with customers as well as renewals.

Account Service Representative- Customer Success

LifeWorks
, NE
07.2021 - 11.2022
  • Fostered close connections with clients' HR teams, senior managers, and other influential stakeholders.
  • Received recognition from leadership for exceptional performance in managing Broker relationships.
  • Contributed to the oversight of a diverse BOB containing over 250 accounts from both domestic and international markets.
  • Led monthly client kick-off calls involving (7+) clients to discuss the offerings and services provided through Teams.
  • Collaborated with finance and sales cross-functional teams to ensure efficient contract execution and renewal adjustments.
  • Trained and mentored new employees on account management, implementations, and essential skills for CSM and administrative duties.

Client Care Representative

LifeWorks
, NE
01.2020 - 07.2021
  • Documented security operations center alerts and assisted businesses affected by traumatic incidents with necessary resources and support.
  • Demonstrated outstanding attention to detail and excellent customer service skills, resulting in consistently high marks on quality assurance evaluations (maintained 95%+).
  • Maintained comprehensive documentation of more than 250 customer accounts, recording all interventions undertaken, problems addressed, and services implemented.
  • De-escalated stressful situations and fostered smoother solutions by maintaining a calm and friendly demeanor with upset customers.

Sales Representative

US Lawshield
Bellevue, NE
07.2019 - 02.2020
  • Built positive and productive customer connections to drive consistent sales.
  • Taught classes at multiple gun range facilities for concealed carry permits/defense courses about a legal defense for self defense program.
  • Presented material to individuals on protecting their 2nd Amendment rights.
  • Managed all business files, documentation and databases to keep records secure, accurate and current.
  • Analyzed customer needs and provided best options, upselling products and services.

Aerospace Ground Equipment Journeyman

US Air Force
Offutt AFB, NE
05.2014 - 03.2018
  • Assembled progressive plans, communicated instructions to employees and monitored performance.
  • Worked with senior-level management to create fair and consistent policies and procedures.
  • Managed training records for employees in upgrade training.
  • Responsible for updating Executive operation Orders.
  • Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
  • Performed scheduled, preventative, and heavy maintenance on aerospace ground equipment.

Honor Guard

US Air Force
Offutt AFB, NE
08.2016 - 01.2017
  • Analyze productivity and work quality of staff.
  • Provided military funeral honors for deceased active duty, retired members and veterans.
  • Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
  • Trained personnel in the performance of military funerals.
  • Communicated with funeral attendees and funeral directors to provide information and facilitate organized services.

Education

Bachelor of Business Management - Human Resources Management

Bellevue University
Bellevue, NE
06.2020

Aerospace Ground Equipment Airman Course
Sheppard Afb, Tx
11.2014

Military Basic Training
San Antonio, TX
07.2014

Skills

  • Customer Service
  • Relationship Building
  • Microsoft office, Excel, Powerpoint
  • Strong Interpersonal Skills
  • Conflict Resolution
  • Strategic Planning
  • Account Management
  • Detail Oriented
  • Salesforce, Hubspot,Symphony, Nexus, Workday, Teams, JIRA

Certification

  • Google Cyber Security Professional Certification (August 2024)
  • Microsoft Cyber Analyst Professional Certification (August 2024)

Timeline

Customer Success Manager

MachineMax
11.2022 - Current

Account Service Representative- Customer Success

LifeWorks
07.2021 - 11.2022

Client Care Representative

LifeWorks
01.2020 - 07.2021

Sales Representative

US Lawshield
07.2019 - 02.2020

Honor Guard

US Air Force
08.2016 - 01.2017

Aerospace Ground Equipment Journeyman

US Air Force
05.2014 - 03.2018

Bachelor of Business Management - Human Resources Management

Bellevue University

Aerospace Ground Equipment Airman Course

Military Basic Training

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Hannah Canup