Knowledgeable Customer Success Manager with robust background in client success management, ensuring customer satisfaction and loyalty. Proven track record of enhancing client relationships and driving business growth through strategic account management. Demonstrated expertise in problem-solving and communication skills to effectively address client needs and foster long-term partnerships. Known for strong team collaboration, adaptability, and commitment to achieving results. Expertise includes client onboarding, relationship management, and strategic planning.
Hi, I’m
India Metz
Tavares,FL
Summary
Overview
21
years of professional experience
Work History
Openkey
Client Success Manager / Senior Training Manager
08.2020 - 12.2024
Job overview
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
Frontdesk Anywhere
Customer Success Manager
07.2014 - 06.2020
Job overview
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
Ezyield / TravelClick
Senior Customer Service Supervisor
03.2004 - 06.2014
Job overview
- Monitored customer feedback to identify areas of improvement in customer experience.
- Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
- Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
- Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
Education
Allegany College of MarylandCumberland, MD
Associate of Arts
05-1992
University Overview
Skills
- Client engagement
- Project management
- Data analytics
- Customer retention
- Stakeholder relationships
- Report creation
- Staff training
- Training oversight
- Deadline oriented
- Performance goals
- CRM software
- Client renewals and prospecting
- Client onboarding
- Reporting
- Customer account management
- Key accounts development
Availability
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Timeline
Client Success Manager / Senior Training Manager
Openkey
08.2020 - 12.2024
Customer Success Manager
Frontdesk Anywhere
07.2014 - 06.2020
Senior Customer Service Supervisor
Ezyield / TravelClick
03.2004 - 06.2014
Allegany College of Maryland
Associate of Arts
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