James Jones
Pearland
Summary
Dynamic Customer Success Manager with a proven track record at Yelp, excelling in client acquisition and retention. Leveraging strong analytical skills and exceptional communication, I drive user engagement and satisfaction, achieving significant business growth through strategic planning and relationship management. Proficient in CRM technology, I enhance operational efficiency and customer loyalty.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Yelp
Houston
01.2025 - Current
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Managed customer onboarding processes for seamless integration with Yelp services.
Account Manager
Endurance Warranty Services
Houston
02.2023 - 01.2025
- Enhanced customer satisfaction by effectively resolving issues, and increasing retention rates.
- Managed customers' interactions across multiple platforms using CRM tools, ensuring high levels of customer satisfaction in a fast-paced, remote environment.
- Provided ongoing education to customers on the value of vehicle service contracts, emphasizing the risks of contract cancellations.
- Identified customer concerns and issues, diagnosed root causes, and optimized departmental performance through strategic planning and training initiatives.
- Strengthened client relationships, contributing to increased repeat business.
Solution Specialist/Key Holder
Verizon Wireless
Pearland
04.2018 - 01.2023
- Collaborated with managers to meet sales goals, including recruiting, hiring, and training agents.
- Developed and implemented compensation plans and work schedules to optimize departmental performance.
- Analyzed sales data using analytics tools to track performance and recommend strategies to increase sales.
- Managed daily workflows and oversaw special projects to enhance profitability and operational efficiency.
- Conducted mandatory and non-mandatory training, including safety and anti-harassment courses, and ensured compliance.
- Built strong customer relationships, leading to high rates of repeat and referral business.
- Consulted on organizational effectiveness initiatives, including team effectiveness, and employee engagement strategies.
Internet Sales Manager
Autonation Ford
Pasadena
02.2016 - 03.2018
- Managed a team of five sales consultants, overseeing hiring, training, and performance management.
- Led the sales team to achieve growth through innovative online sales strategies.
- Conducted needs assessments with clients, providing tailored recommendations, and assisting with financing and insurance options.
- Exceeded monthly sales targets and was recognized as a top performer in the dealership.
- Built lasting client relationships, driving repeat business, and referrals.
- Streamlined operations by implementing new sales processes, and improving customer service.
Education
Bachelors Degree - Business Administration
Strayer University
12.2022
Skills
- Strong communication and interpersonal skills
- Client acquisition and account management
- Problem-solving and conflict resolution
- Analytical and organizational skills
- CRM and technology proficiency
- Ability to work independently and in team environments
- Excellent time management and organizational skills
- Ability to maintain confidentiality and manage sensitive information
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Advanced CRM Proficiency
- Team collaboration and leadership
- Sales strategy development
- Customer retention strategies
Timeline
Customer Success Manager
Yelp
01.2025 - Current
Account Manager
Endurance Warranty Services
02.2023 - 01.2025
Solution Specialist/Key Holder
Verizon Wireless
04.2018 - 01.2023
Internet Sales Manager
Autonation Ford
02.2016 - 03.2018
Bachelors Degree - Business Administration
Strayer University