Karlee Swindall
Enterprise Customer Success Manager
Orlando,FL
Summary
Driven by a passion for enhancing customer success, I excelled at Route App, boosting annual revenue by $4.4M and maintaining a 99% retention rate. My expertise in customer relations and data analytics have been pivotal in cultivating lasting relationships and resolving complex issues, showcasing my blend of technical savvy and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Enterprise Customer Success Manager
Route App
10.2022 - Current
- Boosted annual recurring revenue by $4.4M in 2024 through strategic identification of customer needs.
- Recovered $871K in lost revenue during 2024 via ongoing client engagement, effective problem-solving, and determination.
- Oversaw $21.6 million in annual recurring revenue and maintained a 99% retention rate.
- Leveraged Salesforce, Tableau, Excel, and PowerPoint to discern patterns in customer data, aiding in strategic decisions.
- Handled negotiation of renewals, maintaining long-lasting customer connections.
- Cultivated relationships with key figures across various departments, ranging from executives to front-line staff.
- Supported the sales process by providing technical expertise during pre-sales engagements, and managing the implementation steps.
- Led onboarding and training sessions for new employees, imparting product knowledge.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
- Worked with product development teams to integrate customer feedback into new releases.
Large Customer Success Manager
Route App
10.2021 - 10.2022
- Managed 200 accounts while maintaining a 100% retention rate.
- Recognized as MVP awardee by colleagues and supervisors.
- Maintained a position among the top 2 KPI performers regularly.
- Created reports outlining customer usage and retention metrics.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Established and monitored key performance indicators (KPIs) for customer success.
Mid Market Customer Success Manager
Route App
09.2020 - 10.2021
- Successfully managed a portfolio of 500 accounts, demonstrating strong organizational skills, and efficiency in communication to ensure seamless client interactions and satisfaction.
CUSTOMER SUCCESS MANAGER
Peek Travel Inc
10.2018 - 09.2020
- Building and maintaining lasting relationships with 48 ($1.8 million) of Peek's top Mid-Market partners as the primary point of contact post-onboarding process
- Leading key initiatives to increase product adoption by creating reports of which partners are not using features and overseeing the partners's training and development of these features
- Retained and secured 17 At-Risk Churn partners, totaling over $900,000 of Peek's Net Revenue in 12 months
- Driving revenue for Peek by reselling value of Peek with payment plan increase initiative - Individually increased 27 partners pricing plans totaling over $350,000
- Work closely with onboarding, support, sales, marketing, engineering and product team to help deliver exceptional and seamless partner experiences
- Identifying issues and executing improvements on internal 'vendor-facing' processes
SENIOR PARTNER SUPPORT
Peek Travel Inc
07.2018 - 10.2018
- Moved 18 out of 30 (60%) At-Risk Churn customers back to Installed-Working by working with them to create value of Peek and addressing questions and concerns over time
- Provided quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
- Provided encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Assisted management with hiring interviews and new team member training
- Supported team manager and performed management duties when manager was absent or out of office
PARTNER SUPPORT REPRESENTATIVE
Peek Travel Inc
03.2018 - 10.2018
- Provided a high degree product and technical support to activity partners via phone calls, chats, and emails
- Top in stats for both Items Completed Per Hour and Quality Performance in all 5 months on the team
- Averaged a 3.75 out of 4 quality scores in 5 months
- Represented the voice of partners internally by submitting requests to our product team and by helping make critical decisions about developing the features and usability of our products
- Collaborated with cross-functional teams including Sales, Production and Product/Engineering to ensure partners are successful using the PeekPro platform
Sales/Service REPRESENTATIVE
1800 Contacts
11.2015 - 03.2018
- Maintained high-performance metrics including revenue per call, quality, availability, and adherence
- Provided top notch customer service in a fast- paced environment by answering within 30 seconds to every customer while maintaining a quality score of 3.4 or higher out of 4 every month
- Delivered solutions to customers in a way that creates a positive experience by listening to the issue, empathizing, finding a solution, and seeing the solution through
Education
Bachelor's of Science - Strategic Communication
UNIVERSITY OF UTAH
Skills
- Proactive and strategic communications
- Account management
- Revenue growth
- Customer Relations
- Troubleshooting technical issues
- Problem-solving and resolution
Affiliations
- Active Member of SheCultivates Community, a diverse network of women dedicated to fostering personal and professional growth through mutual support, collaboration, and empowerment.
- Alumna of Kappa Delta Sorority, a values-based organization committed to fostering leadership, confidence, and lifelong connections among women.
Timeline
Enterprise Customer Success Manager
Route App
10.2022 - Current
Large Customer Success Manager
Route App
10.2021 - 10.2022
Mid Market Customer Success Manager
Route App
09.2020 - 10.2021
CUSTOMER SUCCESS MANAGER
Peek Travel Inc
10.2018 - 09.2020
SENIOR PARTNER SUPPORT
Peek Travel Inc
07.2018 - 10.2018
PARTNER SUPPORT REPRESENTATIVE
Peek Travel Inc
03.2018 - 10.2018
Sales/Service REPRESENTATIVE
1800 Contacts
11.2015 - 03.2018
Bachelor's of Science - Strategic Communication
UNIVERSITY OF UTAH
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