Summary
Overview
Work History
Education
Skills
Skills Overview
Accomplishments
Timeline
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Joel Davis

Joel Davis

Houston,TX

Summary

Passionate and exceptional Customer Success Manager with over 4+ years of extensive experience in high-quality customer support by providing product knowledge and consistently meeting the customer’s expectations.

Overview

4
4
years of professional experience

Work History

Customer Success Manager

Varsity Tutors
08.2022 - 06.2023
  • Assisted 50+ customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention obtaining a 97% retention rate.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics by more than 50%.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Collaborated with sales and product teams to address customer success objectives.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Customer Success Manager

KIPP Public Schools
08.2021 - 08.2022
  • Implemented excellent customer success while engaging as an entrusted consultant for multiple stakeholders
  • Facilitated creative problem-solving skills to help various stakeholders by maximizing their value and goals
  • Supplied organizational, detailed-oriented, and the ability to manage multiple priorities and projects at once
  • Utilized efficient internal and external interpersonal relationships that focus on meeting all the schools needs
  • Showcased up-to-date knowledge of advanced technology to provide an understanding of all schools’ values
  • Maintained an encouraging work environment by communicating the success of every service
  • Created supporting communication by providing technical and non-technical solutions to reach every success
  • Established outstanding interpersonal relationships when accomplishing all the alignment with stakeholders
  • Provided excellent customer service by utilizing patience, professionalism, and technology for all the parents
  • Oversaw process improvement efforts and managed projects that resulted in over 98% productivity increase
  • Delivered proactive, strategic guidance, best practices, roadmap review, and coaching via the parent journey
  • Experienced in the exceptional presentation in written and verbal communication skills and digital marketing
  • Defined a sense of ownership and fulfillment in every performance and its impact on the schools’ attainment

Customer Success Manager

Teach For America
05.2019 - 05.2021
  • Provided outstanding program management capabilities while implementing customer projects and success
  • Showcased excellent assistance in customer prioritizing endeavors based on their priorities and all resources
  • Managed proactive communication with customers on ongoing issues by exploring appropriate information
  • Created connections by supporting and inspiring partnerships, collaboration, and communication effectively
  • Established passion, energy, and enthusiasm to deliver results while providing increased growth and impact
  • Experienced in assisting every customer while focusing on producing continuing interpersonal relationships
  • Implemented high-quality communication skills when communicating on the phone, via video, and in emails
  • Upheld the established metrics by the organization by exceeding the operation improvement by above 120%
  • Facilitated experience by working in digital marketing while implementing retention and lifecycle marketing
  • Ensured the customers of understanding the matter of the experience of the product throughout their journey
  • Provided a passionate learning mindset by improving every customer's understanding to envision their needs
  • Conducted efficient multitasking and prioritization proficiency while working in a fast dynamic environment
  • Oversaw the new onboarding customers by helping them use the product while setting them up for a contract
  • Communicated and shared the feedback with cross-functional teams to implement the product advancement

Education

Bachelor of Science - Human Development

Cornell University
Ithaca, NY
05.2019

Skills

  • Digital Marketing
  • Teamwork/Collaboration
  • Account/Program Management
  • Creative Problem Solving
  • Process Improvement
  • Detail/Analytical Oriented
  • Customer Service Oriented
  • Multitasking/Prioritization
  • Written/Oral Communication

Skills Overview

·  Exceptional customer service skills with the ability to listen to and resolve minor complaints, then devise solutions to issues before escalation

·  Influential account management with extensive experience in increasing revenue for the business through excellent clever process improvements

·  Influential team leadership  that goes together with being a fair and honest team player by utilizing quality interpersonal relationship skills 

·  Thorough problem solver, through applying necessary quality control and assurance assessments mitigating threats for the company

·  Excellent customer onboarding by educating customers on how to utilize the product and features that will help them reach all their goals 

·  Knowledgeable customer service, providing high-quality support through comprehensive listening by providing their pain point solutions

Accomplishments

    Applauded by the Lead Operations Manager at KIPP Public Schools in February 2022 for always going above the call of duty to ensure that every parent is cared for with respect and optimal care by being diligent in all daily operations and achieving top tier interpersonal relationship skills, which improved the retention efforts

    Received recognition in December 2021 by the Leading Administrator at KIPP Public Schools for suggesting effective methodology and establishing excellent parent feedback and initiatives that have increased the survey and testimonial participation by over 120% in providing a successful process improvement for the entire school

    Praised by the Operations Manager at Teach For America in November 2020 for providing outstanding leadership across all functional teams by taking action in managing the customer success by working directly with the customers and supplying their immediate expectations and performance for the overall return on retention by 99%

Timeline

Customer Success Manager

Varsity Tutors
08.2022 - 06.2023

Customer Success Manager

KIPP Public Schools
08.2021 - 08.2022

Customer Success Manager

Teach For America
05.2019 - 05.2021

Bachelor of Science - Human Development

Cornell University

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Joel Davis