Karly Neier
Royal Oak,MI
Summary
Organized and dedicated professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
9
9
years of professional experience
Work History
Engineering Agile Project Manager
Shibumi
08.2022 - 10.2023
- Streamlined release processes by implementing automated tools and standardizing procedures, reducing delays and errors.
- Enhanced communication between development and operations teams for smooth releases, minimizing downtime and disruptions.
- Managed release schedules effectively, ensuring timely delivery of multiple projects with tight deadlines.
- Identified risks and dependencies early in the process, enabling proactive mitigation strategies to protect project timelines.
- Coached team members on Agile principles, fostering a collaborative environment that enhanced productivity and quality.
- Increased project efficiency by implementing Agile methodologies and coordinating cross-functional teams.
- Collaborated with product owners to define clear user stories, acceptance criteria, and sprint goals for more efficient development cycles.
- Developed custom Scrum boards for better task tracking and transparency within the team.
Senior Manager, Customer Success
Provi
04.2019 - 08.2022
- Attracting, hiring, and maintaining group of Customer Support and Customer Success Managers (10 direct reports)
- Implemented new employee mentoring program to promote positive feedback and engagement.
- Responsible for coaching, performance management, and career growth development for entire CS org
- Identify customer risk and work with cross-functional teams to come up with retention plan
- Formulate insight from NPS performance trends, and customer feedback to identify and develop potential process improvements that can contribute to enhancing loyalty/customer experience
- Communicated with industry partners to build valuable relationships and achieve operational targets
- Deliver weekly and monthly reporting of accomplishments, results and challenges to ensure constant, consistent delivery of brand identify across all customer touch points
Customer Success Manager
Provi
04.2018 - 04.2019
- Managed user base of 1,000+ bar and restaurant managers
- Completed over 100 account implementations while managing day-to-day support for all accounts on Provi
- Served as a trusted advisor to my customers while assisting in composing strategy and direction for their business needs that relate to all solutions offered by Provi
- Engage proactively with high risk customers in order to prevent churn and understand opportunities for improvement on Provi platform offerings
- Drove user adoption through a variety of mediums, such as one on one walkthroughs and educational email campaigns
Customer Success Manager
Yello
12.2015 - 04.2018
- Managed a 2.5M Annual Recurring Revenue portfolio of 45 key accounts, including General Electric, Tesla, Proctor & Gamble, Hewlett Packard, and Aramark, managing full life cycle implementation of project deliverables, from scope and requirements gathering to full completion in alignment with goals.
- Successfully drove 125% increase in software usage in 2017, in addition to collaborating with account management to facilitate 1.6M in up sell ARR.
- Lead execution of a comprehensive 6-month implementation project for General Electric, expanding database and systematic capacity for the organizations campus recruiting efforts, encompassing 4,000 users.
- Developed onboarding plans for new team members, providing training to 10 new hires during tenure. additionally, leveraged Yello University Learning plan to provide training on day-to-day responsibilities, product lines, processes, and client interaction best practices.
Customer Experience Manager
Yello
09.2014 - 12.2015
- Managed customer case load of up to 200 accounts simultaneously, providing high-level support including incoming inquiries, product-related troubleshooting, best practice consulting, and ticketing support.
- Participated in implementation of Salesforce ticketing procedures, collaborating cross-functionally with internal project teams to ensure accuracy and efficacy of implemented software and practices.
- Drove establishment of standardized training protocols for new Client Experience Specialists, managing onboarding procedures for 10 individuals during tenure on position responsibilities and best practices.
Education
Bachelor of Arts - Communications
Michigan State University
East Lansing, MI05.2014
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Training and mentoring
- Revenue Growth
- Client training
- Software Implementation
- Issue Resolution
- CRM Software
- Microsoft Office
Timeline
Engineering Agile Project Manager
Shibumi
08.2022 - 10.2023
Senior Manager, Customer Success
Provi
04.2019 - 08.2022
Customer Success Manager
Provi
04.2018 - 04.2019
Customer Success Manager
Yello
12.2015 - 04.2018
Customer Experience Manager
Yello
09.2014 - 12.2015
Bachelor of Arts - Communications
Michigan State University
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