Regional Manager of Customer Success
JOOR
Los Angeles, CA
09.2019 - Current
- Partnering with VP and Chief Customer Officer to develop processes and strategies to be implemented on global level
- Develop trusted advisor relationship with high touch key customers, ensuring all activities are aligned with clients business goals and strategy
- Ensure team of Customer Success Managers and Associates are well equipped and knowledgeable on internal tools to develop leaders who oversee client adoption, training and development of best practices to drive value and ROI on client investments
- Direct account management of strategic and high volume accounts
- Lead bi weekly global CSM meetings, run number forecasts and update team on recent process changes and new partnerships to increase revenue
- Proactive account management to foster sense of urgency, professionalism and execution that establishes new level of expected customer service performance
- Strategize and identify how team can increase renewal rates and expand cross selling business partnerships and upsell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Handle difficult escalation, upsell and negotiation conversations
- Work cross functionally across data and integration and support teams to remain solution oriented to better serve clients
- Advocate for regions needs by analyzing trends in client data
Maintained average 79% unit revenue retention and 87% revenue retention - Proved successful working within tight deadlines and fast-paced atmosphere
- Led projects and analyzed data to identify opportunities for improvement
- Learned new skills and applied to daily tasks to improve efficiency and productivity