Tableau
Lindsay Bove
Lithia,FL
Summary
My name is Lindsay Bove, a college graduate with an Associate's degree in Psychology and Criminology from Florida Atlantic University in Boca Raton Florida. I am currently looking into job opportunities and came across this opening. I am seeking to obtain this position because it will allow me to couple my love for innovation and my client-first mindset from previous work experiences, to fully master the applications of my role.
One skill that I developed as I gained more experience as a CSM was the ability to efficiently retain my customers. I learned that by focusing on exceeding customers needs and making them feel heard, they are more likely to want to continue their partnership.
I believe my success also derives from identifying at-risk customers and helping reduce churn by driving adoption and usage through ongoing engagement. My role is not only to serve customers, but to diffuse any complications, which require patience, critical thinking, and above all, understanding. Every interaction you have with a client shapes their attitudes towards the business.
The ideal version of myself strives to combine my hard-working mentality with my experience in adapting to the demands of a business, and passion for learning new skills to better my overall work ethic.
I want to work for a company who is passionate about their product and eager to build strong partnerships with their customers. This is why I'm submitting my resume with you today. After researching your company, I am confident that I will thrive alongside your team and be the representative that clients and coworkers can happily speak of.
Thank you for your time and consideration!
Overview
11
11
years of professional experience
Work History
Customer Success Manager Team Lead
Mad Mobile
Tampa, FL
01.2024 - Current
- Generated exceptional results in the first quarter, attaining top performer status with impressive metrics of 96% client retention and 129% in upsell.
- Manage 500 accounts in a book of business, earning the largest enterprise account in recognition of my impressive Q1 results.
- Facilitate cross-functional collaboration with Support and Product Teams
- Played a key role in the direct onboarding of a significantly large client in New York.
- Contribute to side projects focused on applying customer feedback to enhance product functionality
- Achieved promotion to Team Lead in just 4 months.
- Provide guidance and direction to a team of 7 individuals
Customer Success Manager
PandaDoc
Saint Petersburg, Florida
01.2021 - 12.2023
- Exceeded sales targets for the following Quarters:
o 97% Q1 2022
o 103% Q2 2022
o 101% Q3 2022
o 145% Q4 2022
o 98% Q1 2023
o 121% Q2 2023
- Proactively renew customer contracts and negotiate pricing. I had a retention rate above 95% for all of 2022 and 97% in 2023.
- Conduct Business Reviews on a monthly/quarterly basis with customers.
- Proactively review key account metrics with clients by using data from Tableau to visualize core business KPI's
- Average NPS score of 9.5 and CSAT at 91.7%
- Create goals for clients to hit and help them reach and exceed those goals.
- Work with internal teams (Support, Sales, Account Managers, Product, Billing, Legal etc.) to articulate and monitor customer requests and feedback through the appropriate channels
- Strengthen understanding of SaaS industry, product knowledge, and internal processes
- Assist team members in answering questions or pointing them in the right direction
International Billing Manager
United Parcel Service
Tampa, Florida
10.2013 - 12.2020
- Supervised and lead team with 20-30 employees to ensure adherence to quality standards, deadlines, and corporate guidelines
- Awarded for improving my team’s positive customer reviews from 30% to 90% in four weeks
- Worked with our larger account holders such as William Sonoma, Amazon, and JC Penny.
- Creating reports regarding production, payroll, employee stats, to verify details, monitor work activities, or evaluate performance.
- Resolve client’s complaints and handle international invoices and business affairs
Education
Associate's degree - Psychology and Criminology
Florida Atlantic University
Boca Raton, FLNewsome High School
Lithia, FLSkills
- Bold and unconstrained in problem solving Bringing a growth mindset and delivering lasting value
- Think and operate with intention, purpose and care
- Ability to learn new tools and processes quickly
- Strong written and verbal communication skills with Incredible precision and attention to detail
- Account Management and leadership experience
- Proven ability to leverage business intelligence and analytics tools to measure the impacts of my initiatives on key metrics such as activation, adoption and retention
- Exceed client expectations
Affiliations
- I enjoy my weekends watching my 7 year old son play football and soccer.
- I am a part of a co-ed softball league.
- I volunteer at local shelters and organizations within my community.
Work Preference
Work Type
Full TimeImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsSoftware
Excel
Salesforce
Recurly
Jira
Gainsight
Zendesk
Hubspot
Slack
Timeline
Customer Success Manager Team Lead
Mad Mobile
01.2024 - Current
Customer Success Manager
PandaDoc
01.2021 - 12.2023
International Billing Manager
United Parcel Service
10.2013 - 12.2020
Associate's degree - Psychology and Criminology
Florida Atlantic University
Newsome High School
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