Jonathan Forrester
Customer Success Manager
Maricopa,AZ
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
CalAmp
Maricopa, AZ
01.2020 - Current
- Monitors metrics and developed actionable insights to improve efficiency and performance.
- Plays instrumental role in client satisfaction by working with support team for proper resolution of service issues.
- Maintains positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Understands and monitors the entire Customer Journey by compiling and analyzing critical customer health data and collaborating across functional teams to optimize experience.
- Sets priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Upsells products to customers, thoroughly explaining details.
- Maintains a “customer first” mentality while addressing all customer concerns and issues through direct involvement or facilitating case management through other departments.
- Am an advocate in delivering the voice of customer (VOC) throughout the global organization.
- Hosts and facilitates monthly internal meetings and quarterly business reviews to assess and determine approach action plans for customers subject to high turnover risk.
Customer Success Manager
Synovia Solutions
Gilbert, United States
05.2017 - 12.2019
- Built strong donor relationships, acknowledged contributions and reached out for specific needs or yearly renewals.
- Assisted prospective and established customers in person or by telephone.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Created customer support strategies to increase customer retention.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Technical Support Manager
Cisco Credit
Mesa
06.2015 - 06.2019
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
High School Diploma -
Desert Ridge High School
Gilbert, AZ 05.2011 - 05.2011
Skills
Key accounts development
Strategic communications
Inter-department collaboration
Customer Relations
Revenue growth
Staff mentoring & leadership
Client service optimization
Negotiation
Onboarding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
CalAmp
01.2020 - Current
Customer Success Manager
Synovia Solutions
05.2017 - 12.2019
Technical Support Manager
Cisco Credit
06.2015 - 06.2019
High School Diploma -
Desert Ridge High School
05.2011 - 05.2011