Jordan Broyles
St Louis,MO
Summary
Empathy driven Customer Success Manager with experience developing and implementing processes that lead to higher adoption, expansion, retention, and customer satisfaction. Currently working at an early-stage startup, I thrive in fast-paced environments and am passionate about helping my customers and teammates reach their fullest potential.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
AutoLeap
03.2023 - Current
- Supporting a book of business of over 240 Auto Repair Shop owners and employees across the US and Canada to streamline their business by increasing customer communications, repair order building, parts ordering, and other essential aspects of their business.
- Maintaining an Average NRR of 104% and an NPS of 72
- Achieved 100% of quarterly upsell and renewal goals for 5 Qtrs in a row.
- Working with Product and Development to identify, test, and find possible solutions and work-arounds for bugs within the software.
- Became a product expert in Quickbooks Online and Integration requirements and well as tax reports within the system.
- Trained four new Customer Success team members who now meet or exceed their goals consistently.
Customer Success Manager
Curate
07.2021 - 01.2023
- First CSM team member at Curate
- Maintained an average NRR over 101% and NPS over 52
- Utilized CRM automation to reduce manual work, saving each team member an average of 6 hours per week.
- Created customer onboarding process with a focus on a scalable one to many approach leading to higher production, adoption, increased customer satisfaction, engagement and retention
- Developed expansion strategies based on customer usage data and utilized them to consistently become top expansion earner on 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.
- Collaborated with Sales Team to streamline sales process and help increase customer satisfaction and drive adoption post sales
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Sales & Leasing Consultant
Mungenast Alton Toyota
02.2019 - 06.2021
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted customers with purchasing a vehicle using product knowledge and sales techniques.
- Increased sales by offering advice on purchases and promoting additional products.
- Helped customers in securing financing for purchases
Retail Sales Specialist
Verizon
08.2017 - 02.2019
- Gained a strong understanding of cellular operating systems to trouble shoot phones and other devices.
- Greeted customers and helped with product questions, selections and purchases.
- Displayed merchandise by arranging in appealing ways to boost sales.
Education
Bachelor of Science - Industrial And Organizational Psychology
Southern Illinois University Edwardsville
Edwardsville, IL12.2023
Skills
- Sales
- Account Management
- Customer Service
- Project Management
- Data Analysis
- Cross-Team Collaboration
- Training
- Google Workspace (G Suite) and Microsoft Office Suite
- CRM (Hubspot, Salesforce)
- Other Software Experience: Custify, Gainsight, Quickbooks Online, Jira, Miro, Intercom, Slack, FullStory, Survicate, Zoom, Canva, WordPress
Certification
- Certified Customer Success Manager (CCSM) Level 1 from SuccessHACKER
- Certified Customer Success Manager (CCSM) Level 2 from SuccessHACKER
- Social Media Marketing Certificate from Lewis & Clark Community College
Timeline
Customer Success Manager
AutoLeap
03.2023 - Current
Customer Success Manager
Curate
07.2021 - 01.2023
Sales & Leasing Consultant
Mungenast Alton Toyota
02.2019 - 06.2021
Retail Sales Specialist
Verizon
08.2017 - 02.2019
Bachelor of Science - Industrial And Organizational Psychology
Southern Illinois University Edwardsville
Similar Profiles
Usman SalehUsman Saleh
Sr. Front End Engineer at AutoleapSr. Front End Engineer at Autoleap
Seerat Ahmed KhanSeerat Ahmed Khan
Full Stack Developer at AutoleapFull Stack Developer at Autoleap
Umer FaiqueUmer Faique
Manager Accounting & Compliance at Autoleap Inc.Manager Accounting & Compliance at Autoleap Inc.