Julia Grady
Greenville,SC
Summary
Strong leader and problem-solver dedicated to streamlining operations to increase customer satisfaction and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Automox
12.2023 - Current
- Enhance customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Spearhead cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Coordinate with internal teams to provide prompt support and address client needs efficiently.
- Conduct regular account reviews to assess progress and strategize future growth opportunities for clients.
- Champion innovative solutions that empowered customers to optimize their use of the product or service effectively.
- Nurture long-term partnerships by maintaining open lines of communication and providing consistent support.
- Manage over 2 million in ARR of 60+ accounts.
- Manage escalations effectively, resolving complex issues to prevent future occurrences.
SMB Team Lead | Customer Success Manager
Xplor Technologies
08.2022 - 12.2023
- Provide leadership, guidance and support to a team of customer success professionals
- Assign tasks and responsibilities to team members based on their skills and strengths
- Conduct regular team meetings to discuss goals, progress and challenges
- Foster collaboration and positive team culture
- Monitor progress toward goals and provide regular feedback to team members
- Communicate regularly with clients to build and maintain strong relationships
- Monitor customer satisfaction and engagement levels regularly
- Assist team members in resolving complex customer issues and escalations
- Provide training and coaching to team members to improve their customer success skills
- Collaborate with other departments such as sales, marketing and product to align efforts and ensure a coordinated approach to customer success.
Content Curator and Merchant Relations
Surcee
08.2022 - 08.2023
- Cultivated and maintained strong relationships with key merchant partners, ensuring a high level of satisfaction and trust
- Implemented effective strategies through various channels to drive merchant sales and revenue growth
- Developed and maintained performance metrics and KPIs to track merchant performance and identify areas of improvement.
Customer Success Manager
Xplor Technologies
04.2021 - 08.2022
- Owned overall relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction
- Established a strategic advisor relationship with clients to drive continued product value
- Collaborated with clients to establish critical goals and KPIs and assisted in achieving them
- Identified and developed upsell opportunities
- Managed schedules, led onboarding trainings and assisted with the new hire experience.
Inbound Sales Representative
Xplor Technologies
07.2020 - 04.2021
- Maintained organized pipeline to drive continuous sales
- Effectively demonstrated industry knowledge by connecting with potential customers within the marketplace
- Negotiated deals by communicating with prospects to build long-term and productive relationships.
Sr. Sales Development Representative
Xplor Technologies
06.2019 - 06.2020
- Connected with various prospects nationwide via cold calls, emails, or social networks
- Researched companies to qualify leads, educate prospects about our product and schedule meetings with the sales team
- Trained and developed new sales team associates in product knowledge, selling techniques and company procedures.
Education
B. A. Public Relations -
Auburn University
05.2019
Skills
Professional
- Customer Success Management
- Collaborative Interpersonal Skills
- Management
- Project Management
- Customer Advocacy
- Revenue Growth
- Inter-department collaboration
- Strategic Planning
- Analytical Skills
- Customer Relationship Building
Technical
- Microsoft Excel, Word, & PowerPoint
- Adobe Illustrator, Photoshop, & InDesign
- Squarespace
- Cision
- SalesForce
- SalesLoft
- Gainsight
- Zendesk
- Squarespace
- Cision
- SalesForce
- SalesLoft
- Gainsight
- Zendesk
Websites
Certification
- Automox Level I and II Certification
- Hub Spot Certification
- Adobe Certification
- Google Analytics Certification
Timeline
Customer Success Manager
Automox
12.2023 - Current
SMB Team Lead | Customer Success Manager
Xplor Technologies
08.2022 - 12.2023
Content Curator and Merchant Relations
Surcee
08.2022 - 08.2023
Customer Success Manager
Xplor Technologies
04.2021 - 08.2022
Inbound Sales Representative
Xplor Technologies
07.2020 - 04.2021
Sr. Sales Development Representative
Xplor Technologies
06.2019 - 06.2020
B. A. Public Relations -
Auburn University
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