Holly Swink
Spokane Valley,WA
Summary
Proactive and meticulous Customer Success Manager with over 10 years of experience in the Financial and SaaS industry. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Customer Success Manager
Wowza
08.2020 - 06.2024
- Developed and implemented customer success strategies, increasing retention by 20%
- Cultivated and strengthened client relationships driving customer success and enhanced satisfaction, achieving a 98% customer satisfaction rate
- Conducted regular business reviews to identify areas for improvement, satisfaction, and drive upsell opportunities resulting in a 15% increase in upsell revenue
- Created and maintained comprehensive customer success documentation for internal and external use.
- Created and maintained customer success processes and efficiencies, resulting in a 25% increase in team productivity
- Leveraged data and analytics to make informed decisions and drive Customer Success
- Collaborated with sales and product teams to address customer success objectives.
Customer Success Manager
Kontrol Payables LLC
04.2018 - 06.2020
- Championed customer success initiatives and optimized client onboarding processes for a finance and compliance-focused clientele, achieving a 98% client satisfaction rate
- Excelled in establishing and nurturing robust client relationships, ensuring a deep understanding of their business goals, and delivering customized solutions, leading to a 30% increase in customer retention
- Developed and executed strategic plans to address client challenges and consistently achieve successful outcomes and high client satisfaction
- Successfully onboarded and managed a key account's customer journey, contributing to $2M in annual revenue
- Facilitated customer support and training, empowering clients, resulting in a 25% improvement in client efficiency and success
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Client Experience Manager / Team Lead
Engie
10.2004 - 04.2018
- Led customer success initiatives to provide client energy efficiencies, resulting in a 20% increase in client satisfaction
- Excelled in building and maintaining strong client relationships, understanding their energy management goals.
- Streamlined operations and boosted team productivity by 25% through efficient management and cross-functional collaboration
- Developed and implemented training processes to ensure efficiency and effectiveness, leading to a 25% reduction in onboarding time for new employees
- Created development plans for employees, fostering promotions and growth within the company, achieving a 20% internal promotion rate
- Played a key role in customer onboarding and implementation, ensuring a positive journey from the onset and contributing to a 25% increase in customer retention
- Drove customer success and retention by leveraging customer’s energy data and invoices to provide savings and solutions, resulting in an average of 12% cost savings for clients
- Conducted detailed reporting and analysis of usage, cost, and consumption, working directly with energy companies
- Encouraged customers to adopt energy savings and efficiency measures, achieving a 20% reduction in overall energy cost.
Education
Project Management -
Google
Human Development -
Washington State University
Business -
Spokane Community College
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Strategic Planning
- Training and mentoring
- Onboarding and Orientation
- Negotiation and Conflict Resolution
- Business Analysis and Reporting
- Documentation And Reporting
- Work Planning and Prioritization
- Teamwork and Collaboration
- Strategic communications
Locations
Spokane Valley, Washington
Personal Information
Title: Customer Success Manager
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Created and maintained customer success processes and efficiencies, resulting in a 25% increase in team productivity.
- Supervised a team of 32 staff members, coaching and managing increasing operation success by 25%.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Success Manager
Wowza
08.2020 - 06.2024
Customer Success Manager
Kontrol Payables LLC
04.2018 - 06.2020
Client Experience Manager / Team Lead
Engie
10.2004 - 04.2018
Project Management -
Google
Human Development -
Washington State University
Business -
Spokane Community College
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