Summary
Overview
Work History
Education
Skills
Timeline
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Lititia Powell

Houston,TX

Summary

Results-driven Customer Success Manager with a proven track record of enhancing customer satisfaction and retention. Skilled in building strong client relationships, understanding their needs, and aligning solutions to achieve their goals. Experienced in on-boarding, training, and supporting customers, leading to increased product adoption and revenue growth. Adept at analyzing customer data and feed back to drive product improvements. Committed to delivering exceptional customer experiences and ensuring long-term partnerships.

Overview

12
12
years of professional experience

Work History

DIRECTV, Customer Success Manager

DIRECTV
11.2018 - Current
  • Manage portfolios of 80 key enterprise clients serving as primary point of contact and building strong trusted relationships
  • Conduct regular check-ins, business reviews, and QBR’s to understand client needs, align goals, and measure success metrics
  • Collaborate cross-functionally with sales, product, and support teams to ensure seamless customer on-boarding, implementation, and ongoing support.
  • Identify upsell and cross-sell opportunities, resulting in 24% increase in account expansion revenue within 2 months.
  • Proactively address customer concerns and challenges, working closely with internal teams to provide timely and effective solutions.
  • Develop and deliver customer success plans, tailored to individual client goals, resulting in increased retention and customer satisfaction rate.
  • Analyze customer data and usage patterns to identify trends, provide insights, and drive product improvements.
  • Performed troubleshooting of systems with techniques such as speed and ping tests.
  • Collaborated with other workers and customers to resolve issues of deficient communications connections.
  • Coordinated with customers to meet needs and requirements swiftly and to high standards.
  • Provided training on use, troubleshooting, and calibration of equipment.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Maintained detailed records of all cabling and telecommunications activities and equipment.

Customer Success Analyst

VXI Global Solutions
08.2011 - 10.2018
  • Collaborated with cross-functional teams to on-board, train, and support clients, resulting in 22% increase in customer retention.
  • Conducted in-depth analysis in customer usage data, leading to identification of key areas for improvement and implementation of targeted solutions.
  • Managed portfolios of 44 high valued accounts, consistently exceeding customer satisfaction targets and earning positive feedback.
  • Developed and delivered engaging product training webinars, enhancing customer understanding and usage of platform.
  • Created and maintained detailed customer success metrics and reports, providing actionable insights to internal teams and stakeholders.
  • Created new surveys to be completed by customers monthly and quarterly.
  • Developed standard operating procedures and internal processes related to program.
  • Analyzed data trends for management team.
  • Prepared internal reports and analyses based on data from different areas.
  • Answered constant flow of customer calls with minimal wait times
  • Provided primary customer support to internal and external customers
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.
  • Provided information regarding charge accounts and loyalty programs.
  • Evaluated current processes to develop improvement plans.
  • Gathered, documented, and modeled data to assess business trends
  • Reviewed internal systems and organized training plans to address areas in need of improvement
  • Conducted thorough reviews of operations to devise and deploy improvement strategies
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.

Education

Associate of Arts - Business Management

El Camino College
Torrance, CA
06.2017

Skills

  • Customer relationship management
  • Data analysis and interpretation
  • Communication
  • Interpersonal skills
  • Problem-solving and troubleshooting
  • Product training
  • On-Boarding
  • CRM
  • Software (eg, Salesforce),
  • Account management,
  • Customer needs assessment,
  • Strategic planning
  • Cross-functional collaboration,
  • Team leadership

Timeline

DIRECTV, Customer Success Manager

DIRECTV
11.2018 - Current

Customer Success Analyst

VXI Global Solutions
08.2011 - 10.2018

Associate of Arts - Business Management

El Camino College

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Lititia Powell