DashLane
JOSEPH YOUNG
Customer Success Manager
Burke,VA
Work Preference
Summary
Results-driven Customer Success Manager offering 7+ years' experience in managing diverse account portfolios and resolving complex technical issues. Possess a unique blend of technology awareness and commercial acumen, enabling the sales cycle for a suite of SaaS, LaaS, and PaaS solutions, including new client acquisition and long-term account retention. Skilled in problem-solving and critical thinking, efficiently resolving technical support tickets and building strong rapport with customers. Expertise includes identifying sales growth opportunities, leading live training webinars, and serving as a key point of contact between cross-functional teams and customers.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Network Coverage
Danvers, MA
01.2024 - 06.2025
- Oversee customer relationships, technical support, and strategic collaboration across various software platforms, focusing on enhancing client satisfaction and business growth.
- Manage the book of business as a Customer Success Manager (CSM), serving as the primary point of contact for major projects between the company and customers, especially those related to engineering.
- Create and maintain detailed network diagrams.
- Proficient in using software including Dashlane, Ninja, QuickPass, ASW, Appriver, ConnectWise, and PowerBI.
- Engage with customers to identify challenges, resolve issues, and understand their specific needs.
- Spot opportunities for upselling and cross-selling to enhance revenue from existing accounts.
Customer Success Manager
Meriplex
Irvine, CA
05.2023 - 01.2024
- Facilitated all phases of the customer onboarding process, ensuring a smooth experience across an innovative suite of products and services, encompassing intelligent networks, cybersecurity, managed services, cloud communications, and physical security solutions.
- Communicated with customers to identify pain points, remediate issues, and define individual requirements.
- Deployed strong technical ability (Windows, networking, Microsoft 356) and interpersonal skills to design and implement innovative solutions that result in outstanding customer satisfaction and account retention.
- Provided in-depth advice and guidance to customers as an expert in the Meriplex product and service offering.
- Determined opportunities for upselling and cross-selling to maximize income from the existing portfolio.
- Reviewed account activity and gather customer feedback for enterprise-wide continuous improvement framework.
- Conducted an analysis of customer data and behavior to uncover trends and forecast future needs.
- Formulate strong working relationships with cross-functional colleagues from Sales, Marketing, and Product Development teams to ensure that product/service evolution is aligned with customer requirements.
- Provide status updates and research reports for members of the senior management team.
Customer Success Manager/Technical Support Tier 2
Mortgage Coach
Irvine, CA
10.2019 - 10.2022
- Orchestrated a portfolio of 50+ client accounts with a mandate to drive sales revenue growth by deploying innovative upselling strategies and building long-lasting customer relationships.
- Delivered outstanding Tier 2 technical support for the team including resolution of complex issues while minimizing user downtime.
- Leveraged strong blend of technical knowledge and commercial acumen to analyze problems, resolve customer issues, and enable optimal adoption of software solutions and integrations.
- Acted as a focal point and intermediary between the customer and Help Desk/Desktop Support teams.
- Mapped and managed all phases of the end-to-end customer journey from onboarding and performance evaluation to customer engagement and retention across a suite of SaaS solutions.
- Flagged system defects and technical issues while working with advanced technical teams and clients to resolve issues.
- Played a key role in the sales cycle by identifying upselling/cross-selling opportunities for the Sales team.
- Oversaw installation and maintenance of software integrations to ensure end user acceptance.
- Utilized data-driven insights to improve the customer experience by designing training webinars and support materials.
- Gained strong proficiency in several third-party software programs to manage customer relationships including Wrike & Encompass (ticketing/problem resolution), HubSpot & Zendesk (CRM/Sales/Customer Support), Google Suite/Vineyard/Slack (Productivity), and Zoom (Communication).
Eligibility Specialist
San Bernardino County, TAD
San Bernardino, CA
10.2018 - 09.2019
- Coordinated public assistance programs using analytical skills, interpersonal awareness, and critical thinking ability.
- Collaborated with customers and cross-functional teams to manage sensitive documentation and make prudent decisions in accordance with SOPs.
- Collated relevant financial data and verified incomes to ascertain eligibility from a variety of sources.
- Interviewed applicants and/or current recipients of public assistance to obtain necessary documents.
- Studied legal rights and responsibilities of applicants to provide accurate advice and guidance.
- Maintained a detailed knowledge of programs such as CalWORKs, General Relief, CalFresh, and Medi-Cal.
Compliance Manager
Bank of America
Brea, CA
10.2016 - 09.2018
- Led compliance activities for this major financial institution to align operations with legal and regulatory requirements.
- Provided exceptional inbound customer communications in a high-volume environment (75+ calls per day).
- Fostered relationships with participants to provide advice about sanctions for non-compliance with Terms & Conditions of initiating and continuing benefits.
- Collaborated with multi-disciplinary teams and provided training and mentoring for junior colleagues.
- Carried out an analysis of financial data to determine eligibility in each case and made prudent disposition recommendations.
Education
Industrial Organizational Psychology - undefined
Ashford University
12.2024
Business Administration - undefined
Argosy University
12.2018
Skills
- Quarterly Business Reviews
- Leadership & Mentoring
- Analytical Problem Solving
- Dashlane
- Appriver
- SaaS/PaaS/LaaS Solutions
- Technical Support
- Relationship Building
- Ninja
- ConnectWise
- Managed Data Behavior
- Cross Selling/Upselling
- Data Analysis
- ASW
- PowerBI
Websites
Professional Training Courses
- Physical Security
- Cloud Communication
- Managed Services
- Cybersecurity
- Intelligent Network
- Vulnerability Management
- Integrations Expansion
- Teamwork
- Team Project
- Proactive Engagement with At Risk Accounts
Personal Information
Title: Customer Success Manager
Awards
- Gold Leaf Award, 2017
- Employee of the Year, 2007, Quicken Loans
Timeline
Customer Success Manager
Network Coverage
01.2024 - 06.2025
Customer Success Manager
Meriplex
05.2023 - 01.2024
Customer Success Manager/Technical Support Tier 2
Mortgage Coach
10.2019 - 10.2022
Eligibility Specialist
San Bernardino County, TAD
10.2018 - 09.2019
Compliance Manager
Bank of America
10.2016 - 09.2018
Industrial Organizational Psychology - undefined
Ashford University
Business Administration - undefined
Argosy University
Accomplishments
- Supervised team of [17] staff members.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Ninja
QuickPass
ASW
Appriver
Connectwise
Zendesk
Manage Data Behavior
PowerBI
Hubspot
Wrike
Encompass
Google Suite
Languages
English
Native or Bilingual
Interests
Audiobooks
Reading
Content creator
Studying overseas
And traveling