Lydia Sobocinski
Windham,NH
Summary
Dynamic Customer Success Specialist Lead at Augustine Institute with a proven track record in reducing churn rates and enhancing customer satisfaction. Skilled in CRM applications and fostering relationships, I excel in delivering tailored solutions and driving product improvements, consistently achieving key performance metrics and mentoring team members for overall success.
Overview
17
17
years of professional experience
Work History
Customer Success Specialist Lead
Augustine Insitute
Florissant, MO
06.2008 - Current
- Provided support to customers, addressing inquiries and resolving issues efficiently.
- Assisted in onboarding new clients, ensuring smooth transition and engagement.
- Learned product features and functionalities to effectively educate customers.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Monitored customer usage patterns to identify potential concerns proactively.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
- Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
- Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
- Responded to customer requests for products, services, and company information.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Presented technical presentations to clients to explain product features and benefits.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Contributed additional revenue to sales plans through resale opportunities.
- Tracked sales data for analysis and forecasting.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
Education
High School Diploma -
Marblehead High School
Marblehead, MASkills
- Proficient in CRM applications
- User onboarding management
- Fostering relationships
- Professional phone communication
- Experience with CRM applications
- Proficient in software applications
- Experienced in achieving sales closures
- Proficient in articulating product advantages
- Effective problem resolution
- Effective issue resolution skills
- Transaction management
Timeline
Customer Success Specialist Lead
Augustine Insitute
06.2008 - Current
High School Diploma -
Marblehead High School