LIA CHILDERS
ATLANTA,GA
Summary
I am a seasoned Senior Customer Success Manager with a strong background in enhancing customer relationships and leading technical projects. At my recent organizations, I drove user adoption and reduced churn through strategic guidance and best practices. My technical expertise enables me to advise clients on optimizing their technology environments efficiently. In my current role, I handle customer onboarding, critical issue resolution, and business reviews, while also driving product improvements based on customer input. I have led projects to refine customer success processes and mentored new team members, significantly influencing our strategy. My skills in analyzing and managing customer account health, combined with effective collaboration with sales and leadership, allow me to proactively address risks and craft targeted strategies. My leadership is defined by a commitment to continuous improvement and achieving excellence within my
team.
Overview
8
8
years of professional experience
9
9
Years managing business relationships
12
12
Building relationships and making success plans
2
2
Mentoring and leadership
Work History
STRONGDM SR. CUSTOMER SUCCESS MANAGER
StrongDM
04.2022 - Current
- Maintain impeccable account organization for leadership review at all times.
- Serve as a trusted advisor to Enterprise and Strategic customers, including StrongDM's largest, to boost product adoption and demonstrate value.
- Collaborate with internal teams to ensure customer activities align with business strategies, enhancing efficiency and team performance.
- Drive cross-functional projects and initiatives, consistently exceeding expectations with high-quality results. Manage issue tracking and escalation with a thorough and organized approach.
- Evaluate how product offerings meet diverse customer business needs and educate customers on products, roadmaps, and services to facilitate their success.
- Support customer deployments on cloud platforms like AWS, Azure, and GCP.
- Identify customer needs to drive product adoption, expansion, and upsell opportunities; analyze adoption and utilization trends to make data-driven recommendations.
- Build strategic relationships with executive-level accounts to drive expansion and conduct executive business reviews to align customer strategies with business goals.
- Guide customer renewal processes in collaboration with sales and technical teams; forecast customer churn and growth to guide strategic planning.
- Prioritize effectively, owning the customer relationship and business outcomes; provide leadership with insights on account health to inform strategic decisions.
- Adjust customer engagements based on detailed health assessments and manage customer issues proactively, deciding when to escalate to leadership.
- Lead initiatives to elevate the Customer Success organization, setting new standards; develop and mentor new team members, shaping the team's dynamics.
TEAM LEAD - SR. CUSTOMER SUCCESS MANAGER
EVIDENTID
02.2019 - 03.2022
- Led a team to enhance customer communication, identifying solutions and providing product education.
- Drove high Net Revenue Retention with a low churn rate through strategic guidance and implementation of best practices.
- Created customer-facing content and managed a knowledge base to support self-service.
- Streamlined standard procedures and escalation policies, enhancing issue resolution.
- Managed contract renewals and upsell opportunities, directly contributing to revenue growth.
- Executed strategic planning initiatives to deepen key account relationships.
- Provided actionable insights for product improvements based on customer feedback.
- Orchestrated comprehensive onboarding and continuous engagement strategies to ensure successful product adoption.
- Developed scalable infrastructure and processes for the customer success function.
- Analyzed customer health metrics to mitigate risks and optimize satisfaction.
Client Account Manager
Elavon
Atlanta, GA
02.2018 - 02.2019
- Responsible for proactively supporting and servicing a $750 million portfolio of small to medium-sized Elavon clients via telephone, email, or web-based platforms.
- Able to generate over $6.5 million in net profit from portfolio in 2018.
- Exceed performance metrics (115%) while working to deepen relationships with additional products including e-commerce solutions.
- Utilize extensive business acumen and industry knowledge to build long-term relationships and develop strategic partner relationships that address their client’s needs within the SMB Market-space.
- Use strong listening skills to conduct meetings to uncover client needs and collaborate with colleagues to find a solution to meet those needs.
- Serve as the “go-to” point of contact who has the best understanding of the client’s overall needs.
- Navigate through Elavon’s vast resources to provide the client with a seamless service experience.
- Educating of efficiency of merchant payment processing methods, interchanges qualifications, and etc
- Conduct phone meetings for the purpose of gathering data, problem solving, and conducting sales conversations.
- Make recommendations according to the customer’s needs and opportunities found during business reviews.
- Product demonstrations, explaining our services, and assisting with the implementation/migration process for new merchants.
- Gather competitive bids and analyze for marketplace intelligence, analyze competitor behavior, pricing strategies, etc.
- Maintain appropriate knowledge of merchant services and/or payments to include but not limited to credit and debit cards processing, electronic check processing, electronic gift card services, electronic payment authorization and settlement, check conversion, and/or risk management.
- Actively ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures.
Account Manager
Exploring, Inc
01.2016 - 01.2018
- Note functional inefficiencies and address them by conceiving of relevant strategy for
change - Strategically develop relationships with team members, clients and vendors.
- Long term focus on harvesting growth from current clients; develop new client
relationship for future revenue - Strategize with CEM for long term growth to ensure territory exceeds sales goals
- Perform optimally in crises by engineering innovative solutions
- Negotiate with clients to provide optimal client satisfaction at minimal company cost
- Demonstrate excellent written and verbal communication skills
- Demonstrate effective listening and problem-solving skills.
- Effectively and efficiently convey information internally and externally.
- Actively communicate project timelines and assures client understanding
- Demonstrate ability to prioritize, follow-through, and manage multiple projects
- Adapt to a rapidly changing environment with a constant flow of information
- Increased territory revenue by 30% year to date.
Education
BACHELOR OF ARTS - ANTHROPOLOGY & SPANISH
Skills
- CUSTOMER CENTRIC
- EXCELLENT COMMUNICATION SKILLS
- DIPLOMATIC
- DETERMINED
- PROBLEM SOLVING SKILLS
- GUIDED BY INTEGRITY
- PROJECT MANAGEMENT SKILLS
- EMPATHETIC
- STRATEGIC VALUE
- TIME MANAGEMENT
- RELATIONSHIP BUILDING
- ATTENTION TO DETAIL
- SOLUTION ORIENTED
- DATA DRIVEN
Accomplishments
- 2 YEARS AS TEAM LEAD/TEAM MANAGER
- 6+ YEARS B2B CUSTOMER SUCCESS
- 5 YEARS SUCCESS IN STARTUPS/FAST-PACED ENVIRONMENT
- 5 YEARS PARTNERING WITH SR
- LEADERSHIP TO BUILD OUT CS ORGS
- 5 YEARS IN A TECH, SAAS STARTUP
Timeline
STRONGDM SR. CUSTOMER SUCCESS MANAGER
StrongDM
04.2022 - Current
TEAM LEAD - SR. CUSTOMER SUCCESS MANAGER
EVIDENTID
02.2019 - 03.2022
Client Account Manager
Elavon
02.2018 - 02.2019
Account Manager
Exploring, Inc
01.2016 - 01.2018