Lonzetta Dunson
DeSoto,TX
Summary
Proactive Customer Success Manager with expertise in process improvement and technical innovation. Proven ability to enhance customer experience and retention through effective relationship building and strategic account management. Skilled in utilizing CRM tools to forecast growth and track interactions, leading cross-functional teams to achieve performance objectives. Strong communicator with a solid work ethic, adept at managing high-pressure situations while delivering quality service.
Overview
25
25
years of professional experience
Work History
Sr. Strategic Customer Success Manager
Nearpod
Wisconsin Rapids, WI
01.2022 - 01.2025
- Managed and developed partner portfolio, emphasizing satisfaction, growth, and renewal.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Collaborated with sales, marketing, and product teams throughout customer success journey.
- Facilitated workshops and webinars to educate customers and drive engagement.
- Developed and executed customer success strategies to increase retention rates.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Lead Customer Success Manager
Imagine Learning
Provo, UT
08.2012 - 10.2021
- Led post-sales initiatives, enhancing customer onboarding and driving user adoption across the state.
- Implemented Imagine Learning products in 170 schools, serving 1,200 teachers and over 37,000 students.
- Developed benchmark reporting systems to effectively measure usage KPIs.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Recruited and trained new employees to meet job requirements.
- Consulted with key stakeholders throughout product lifecycle to provide valuable insights.
- Worked closely with marketing team to create content that educates customers about our services.
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
- Established strong relationships with clients through regular communication and follow-up activities.
- Monitored high-touch accounts to identify usage trends and mitigate renewal risks.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
Teacher
Dallas Independent School District
Dallas , TX
11.1999 - 08.2012
- Guided general education students and individuals with learning challenges within inclusive K-6 classroom using technology resources
Education
Masters of Science - Educational Administration
Prairie View A&M University
Prairie View, TX06-2008
Bachelor of Science - Interdisciplinary Studies of Education
Jarvis Christian College
Hawkins, TX05-1995
Skills
- Account management
- Project management
- Salesforce (CRM) experience
- Risk assessment
- Strategic planning
- Written communication
- Problem-solving abilities
- Performance monitoring
- Hiring and training
- Customer relationship management
- Contract negotiation
- Data analysis
- Customer onboarding
- User training
Awards
Teacher of The Year, Dallas ISD, 12/11/20
Timeline
Sr. Strategic Customer Success Manager
Nearpod
01.2022 - 01.2025
Lead Customer Success Manager
Imagine Learning
08.2012 - 10.2021
Teacher
Dallas Independent School District
11.1999 - 08.2012
Masters of Science - Educational Administration
Prairie View A&M University
Bachelor of Science - Interdisciplinary Studies of Education
Jarvis Christian College
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