Joan Izundu
San Antonio,TX
Summary
Dynamic and results-driven professional with a proven track record in strategic account management, business development, and innovative problem-solving. Adept at building and nurturing executive relationships. Aspiring to contribute to SpotDraft's success by implementing a multi-year vision and strategy grounded in value, while effectively communicating and aligning with key stakeholders.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Enterprise Customer Success Manager
Workforce Solutions
San Antonio
11.2020 - Current
- Spearheaded the development of a comprehensive customer lifecycle management system, resulting in a 25% improvement in customer satisfaction and retention.
- Effectively captured success criteria, use case details, and business value metrics to build renewal cases, resulting in a boost in customer renewals
- Collaborated closely with cross-functional teams, including Customer Success, and Product Management, ensuring a seamless customer experience and alignment with customer expectations.
- Established and maintained strong executive relationships with key stakeholders, resulting in increased customer loyalty and long-term partnerships.
Customer Success Manager
Alorica
San Antonio
03.2018 - 10.2020
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Established trusted advisor relationships with key stakeholders, generating a 30% increase in customer loyalty retention rates.
- Spearheaded cross-functional teams to implement innovative solutions, fostering a culture of resilience and adaptability.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Education
Bachelor of Arts - English Literature
The University of Texas At El Paso
El Paso, TXSkills
- Executive Relationship Management
- Expansion Strategy Development
- SaaS
- Account Management and Onboarding
- Data Analysis
- Business Value Metrics
- Data-Driven Decision Making
- Strategic Planning
- Team Leadership
- CRM software experience
- Innovative Problem Solving
- Performance metrics tracking
- Teamwork and collaboration
Certification
- Data Science Certification (Entity Academy)
- CPM - Certified Professional Manager
References
Available upon request
Languages
French
Limited Working
Korean
Limited Working
Timeline
Lead Enterprise Customer Success Manager
Workforce Solutions
11.2020 - Current
Customer Success Manager
Alorica
03.2018 - 10.2020
Bachelor of Arts - English Literature
The University of Texas At El Paso
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