Hi, I’m
Llana Turner
Spring,Texas
It is never too late to be what you might have been.
George Eliot
Summary
Sr. Customer Success Manager 13+ years of experience leading customer success, business analysis, benefits, and implementation teams to drive operational improvements, increase customer satisfaction, and develop innovative strategies. Experience in enterprise applications, help desk, end user support, case resolution, and project management. Achieved a 6% renewal rate, 10% customer retention rate, 5% revenue growth, and 97% CSAT goal each quarter. Developed solutions to customer business needs, resulting in a 30% increase in content creation and a 5% decrease in costs. Optimized campaigns by 90% in 30 days and increased engagement from 10% to 78% in 2 weeks. Grew client's digital marketing channels revenue by 25% in 6 months.
Overview
13
years of professional experience
1
Certificate
Work History
LinkedIn
Sr. Customer Success Manager
03.2022 - 03.2023
Job overview
- Utilized data-driven insights and proactive account management strategies to achieve a 6% renewal rate for client accounts
- Implemented customer onboarding and training programs, resulting in a 10% increase in customer retention rate and a 5% overall revenue growth
- Shared best practices for strategy setting, idea capturing, work prioritization, and visual roadmap creation
- Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department
- Achieved a 6% renewal rate for client accounts through data-driven insights and proactive account management strategies
- Developed and executed business review presentations on-site with key customers, showcasing value propositions and fostering long-term partnerships
- Conducted product training and assisted clients in the deployment and adoption of products, resulting in successful outcomes and upsell opportunities
- Built strong and enduring relationships with key customer stakeholders and technical professionals to ensure quality solution delivery and customer health
- Developed a deep understanding of customer business priorities and aligned Microsoft solutions to help them achieve their objectives
- Identified, communicated, and influenced key customer technical and business stakeholders at various levels to drive positive outcomes
- Collaborated with cross-functional teams to map internal roles to customer priorities and deliver on customer needs effectively
- Engaged with customers at executive levels to facilitate business value conversations and establish executive relationships
- Gathered and analyzed information on customer business and IT objectives to identify priorities and recommend appropriate solutions
- Worked with customers to design programs that improved operational health and tracked progress to ensure successful outcomes
- Led delivery program reviews with internal stakeholders to align on customer objectives and account priorities
- Tracked adoption and usage of Linkedin products and services, taking action to drive increased usage and customer satisfaction
- Developed an understanding of customer retention and churn to identify potential opportunities for improvement
- Synthesized customer feedback data with other sources to provide actionable insights and identify customer pain points for business optimization
- Provided user education content to resolve daily customer inquiries for technical and non-technical issues, via phone, live chat, and email channels.
Indeed
Sr. Client Success Specialist
03.2021 - 01.2022
Job overview
- Collaborated with cross-functional teams to identify and implement solutions that address client needs, leading to increased customer satisfaction and retention
- Optimized campaigns by 90% within 30 days by refining audience and keywords in advertisements
- Increased campaign engagement from 10% to 78% within 2 weeks by optimizing job posting keywords
- Leveraged Indeed's platform and automation to grow client's digital marketing channels revenue by in 6 months
- Triage high volume requests and ticket inquiries from customers and internal corporate employees to assist with new account setup and troubleshooting using SOP and knowledge articles
- Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings
- Facilitate development opportunities in collaboration with account managers, marketing, Product
- Engineering teams via presentations created in Microsoft PowerPoint and Google Suite
- Assisted customers via social media with inquiries related to SEO issues, platform login resets and billing issues
- Handled high volume requests and ticket inquiries from customers and internal corporate employees
- Leveraged Salesforce.com and other CRM systems to track customer interactions and manage opportunities effectively
- Communicated in writing and detailed reports regarding incidents and/or discrepancies to management and leadership.
Apache Industrial Services
Benefits Specialist
09.2019 - 07.2020
Job overview
- Provided subject matter expertise on company benefit plans, increasing engagement and usage among team members and improving compliance
- Led implementation meetings and managed multiple vendors to achieve annual enrollment goals
- Ensured accurate and timely plan filings, resulting in a 5% decrease in costs
- Collaborated effectively with Business Partners to address and resolve daily benefit-related queries and concerns
- Conducted training for new hires and transitioning team members across multiple business units each quarter
- Responded promptly and courteously to employee benefit inquiries via various communication channels, including email, Slack, and Zendesk, ensuring a positive employee experience.
Stewart Title
Benefits Specialist II
04.2018 - 09.2019
Job overview
- Acted as a subject matter expert on benefit plans, communicating plans to team members and improving usage and engagement
- Conducted research and analysis to ensure competitive plans meeting employee needs and supporting organizational goals
- Oversaw the implementation of benefit programs and ensured compliance with regulations
- Designed, evaluated, and modified benefits policies to maintain competitiveness and legal compliance
- Processed monthly remittance and reconciliation for various benefit plans
- Assisted in executing successful annual open enrollment in the U.S., streamlining the process and promoting employee engagement.
Empyrean Benefit Solutions, Inc
Business Analyst
09.2013 - 09.2014
Job overview
- Designed and developed benefits reports and analytical data structures using SQL and database design
- Implemented solutions to customer business needs, increasing efficiency and cost savings
- Improved customer content creation by 30% through the implementation of new features and experiments
- Facilitated internal and external meetings and presentations to provide status updates.
VALIC
Implementation Consultant
08.2010 - 08.2013
Job overview
- Analyzed data using statistical methods, interpreted results, and provided written summaries
- Developed knowledge/content management strategies for Implementation Tools and Reference
- Databases
- Managed multiple projects concurrently, ensuring timely completion
- Reviewed RFP process for new business and identified potential solutions based on the
- Implementation Service model
- Maintained data integrity through rigorous quality checks of benefits-related information.
Education
Our Lady Of The Lake University
Bachelor Of Arts Ba from Business Administration And Management, General
Skills
- Adobe CS
- Attention to detail
- Consulting
- Content Creator
- Copywriting
- Customer Communication
- Customer Experience
- Customer Facing
- Data Analysis and Insights
- Gainsight
- Google Sheets
- Google Workspace
- JIRA
- Knowledge Base
- MacOS
- Customer service skills
- Customer Relationship Management Software (CRM)
- Customer relationship building
- Customer performance metrics
Certification
- Customer Success Management, Udemy
- Customer Experience: Journey Mapping, Linkedin
- Data Visualization for Data Analysis and Analytics, Linkedin
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Customer Success Manager
LinkedIn
03.2022 - 03.2023
Sr. Client Success Specialist
Indeed
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
VALIC
08.2010 - 08.2013
Our Lady Of The Lake University
Bachelor Of Arts Ba from Business Administration And Management, General
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