Hi, I’m
Llana Turner
Customer Success Manager
Spring,Texas
Summary
Enthusiastic and driven expert promoting a successful career engaging clients and establishing lasting partnerships. Smart and well-educated with the desire to see others succeed. Ready to step into a Customer Success Manager position and pursue new business relationships. Focused on increasing revenue and customer satisfaction with a consultative and persistent approach. Profit-minded, polished and professional in all interactions. Resourceful in approaching each situations with a critical eye and devising innovative strategies for maximizing results.
Overview
13
years of professional experience
1
Certificate
Work History
Flexton Inc
Sr. Customer Success Manager
03.2022 - Current
Job overview
- Managed a book of 14 Enterprise clients. Primary point of contact for all post-sales activities including, but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
- Served as a B2B SaaS product advisor to clients delivering best practices, guidance, and an empathetic ear. Delivered value reviews focusing on recommendations to align the platform to the customer’s business goals and strategies
- Analyzed customer survey results regularly and delivered solutions based on internal and industry best practices. Proactively engaged customers and worked closely with named accounts ensuring they were trained and successfully using the product
- Monitored customer health, identified risk, developed success plans, and delivered recommendations. Gathered regular customer feedback and suggestions and presented ideas to key stakeholders internally.
Indeed.com
Sr. Client Success Specialist
03.2021 - 01.2022
Job overview
- Managed brand new and existing client accounts, ensuring campaigns were hitting strategic targets in the B2B SaaS sector. Made suggestions as an industry expert, thoroughly explained Indeed's services (specifically: Pay-Per-Click/PPC), and gave an overall great first impression.
- Partnered closely with Enterprise Sales team throughout the customer lifecycle to prevent churn and ensure revenue retention and renewals. Managed brand new and existing client accounts, ensuring campaigns were hitting strategic targets. Developed marketing campaigns to enhance clients' return on investment.
- Diagnosed and solved complex problems, working through new and existing integration setups, working heavily with the job aggregation system. Collaborated with Product, Operations, Search Quality and Aggregation teams to troubleshoot problems.
- Improved processes, and ensured client satisfaction by providing client feedback to internal partners and translating their business needs into client solutions. Expanded monthly recurring revenue across assigned book of business by $10,000 through cross-selling and up-selling.
Apache Industrial Services
Benefits Specialist
09.2019 - 07.2020
Job overview
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in person interactions. Handled 30-50 calls per day to address employee inquiries and concerns.
- Developed and oversaw incentive plans, stock options, corporate credit cards, and compensation policies determined by financial analysis.
- Migrated legacy HRIS system to new technology while minimizing business impacts. Checked employees' benefits enrollment for accuracy and input all data into WorkDay.
- Designed and developed benefit and analytical data structures. Used interpersonal and communication skills in all interactions, enriching team collaboration, and customer relationships. Assisted with preparation of presentations, campaigns, communication materials and newsletters.
Stewart Title
Benefits Specialist II
04.2018 - 09.2019
Job overview
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options. Administered employee benefits programs, including, medical, dental, life, disability insurance, and 401(k).
- Oversaw the processing of all documents necessary for implementation of various benefit programs and maintenance of records as required for compliance with ERISA, COBRA, HIPAA, FMLA, and other applicable regulations.
- Design, evaluate, and modify benefits policies to ensure that programs are current, competitive, and in compliance with legal requirements. Processed monthly remittance and reconciliation for various benefit plans.
- Advised management and employees on existing benefits, including addressing benefit related issues regarding enrollment, coverage, claims and terminations.
Empyrean Benefit Solutions, Inc
Business Analyst
09.2013 - 09.2014
Job overview
- Performed technical design specifications, including definition of test conditions and complete test plans. Performed data processing activities for ongoing client services and assist with resolution of participant issues. Assisted in enforcement of project deadlines and schedules to ensure timeliness of deliverables are met; Notified project manager and/or client if timelines are in jeopardy.
- Used basic Internet and client/server architectures while possessing working knowledge of SQL, and database design. Translated technical concepts and information into terms all parties could easily comprehend.
- Designed and developed benefits reports and analytical data structures. Performed software testing to uncover bugs and troubleshoot enrollment portal issues prior to application launch.
- Managed and streamlined referral queues of up to 12 cases by efficiently prioritizing customer needs and clearing data obstacles. Worked closely with clients to establish specifications and system designs.
VALIC
Implementation Consultant & Senior Analyst
08.2010 - 08.2013
Job overview
- Managed internal team to ensure timing of deliverable dates based on segment model and region. Developed and managed project plans for incoming business within assigned region
- Developed and executed plans to improve customer satisfaction and overall quality of deliveries. Reviewed final agreements for system setup based on segment model and performs final quality review of client deliverables.
- Reviewed RFP process for new business to identify potential solutions based on Implementations service model and scope. Prepared data manipulation and plan mapping schema for implementation of new clients.
- Developed and maintained databases that store client information. Analyzed data with basic statistical methods, interprets results, and provides written summaries of data analyses. Developed knowledge/content management strategy with accountability for maintenance of Implementation Tools and Reference Database.
Education
Our Lady of The Lake University
Bachelor of Arts (BA) from Business Administration and Management
Skills
- B2B E Commerce
- Product Development
- Teamwork
- KPI Monitoring
- Revenue Growth
- Consultative Selling Techniques
- Sales Cycle Management
- Interdepartmental Collaboration
- Data Analysis
- Client Service Optimization
- Customer Retention
- Strategic Account Management
Websites
Certification
- Compensation and Benefits
- Customer Success Data Visualization: Storytelling
- Salesforce Administrator Certification (In Process)
- Notary Public Commission
Timeline
Sr. Customer Success Manager
Flexton Inc
03.2022 - Current
Sr. Client Success Specialist
Indeed.com
03.2021 - 01.2022
Benefits Specialist
Apache Industrial Services
09.2019 - 07.2020
Benefits Specialist II
Stewart Title
04.2018 - 09.2019
Business Analyst
Empyrean Benefit Solutions, Inc
09.2013 - 09.2014
Implementation Consultant & Senior Analyst
VALIC
08.2010 - 08.2013
Our Lady of The Lake University
Bachelor of Arts (BA) from Business Administration and Management
- Compensation and Benefits
- Customer Success Data Visualization: Storytelling
- Salesforce Administrator Certification (In Process)
- Notary Public Commission
Tech Stack
- CRM - Salesforce, Gainsight
- Project Management - Jira, ASANA
- Data Analysis -Tableau, MS SQL Server
- Productivity - MS Office , G Suite,
- Teamwork - Slack, MS Teams, Zoom
- Cloud Services - AWS, Azure, SaaS
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