Madison Skeen
Customer Success Manager
Denver,CO
Summary
Results and relationship focused customer success manager with experience effectively retaining and growing customer relationships and business revenue. Provided onboarding and ongoing support and training, while ensuring the customer gets the most out of their product.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Dodge Construction Network
07.2022 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention and upsell opportunities.
- Partnered cross-functionally with a variety of departments to create and deliver strategies for a positive customer experience measured through expansion, retention, and renewal metrics, including training.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Provided individualized training and growth strategies for customers.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Managed a bank of 450-600 accounts while maintaining 80% retention.
- Maintained positive customer relations by addressing problems proactively and implementing successful corrective actions.
Business Account Manager
US Bank
06.2020 - 07.2022
- Developed and maintained relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed a customer bank of 500+ accounts to retain existing relationships and grow share of business.
- Managed processes to integrate new systems and procedures to ensure successful day to day operations.
- Utilized organizational and tracking skills to drive growth of business relationships.
- Developed internal training materials to foster growth opportunities.
Manager
LOFT
08.2015 - 06.2020
- Managed and motivated employees to be productive and engaged in work.
- Managed business operations and a team of skilled associates
- Tracked sales to ensure targets were consistently being met and exceeded.
- Collaborated with peers to create unique techniques to provide a positive client experience while driving growth.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
Education
University of Colorado
Boulder, COSkills
- Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
- Demonstrated ability to deal with change and excel in high-stress situations
- Focused on making customers more efficient and more confident within their daily workflows
- Exceptional written and verbal communication
- Committed to continuous Quality Improvement (CQI)
- Customer Retention and renewal opportunities
- CRM Software (Salesforce)
Timeline
Customer Success Manager
Dodge Construction Network
07.2022 - Current
Business Account Manager
US Bank
06.2020 - 07.2022
Manager
LOFT
08.2015 - 06.2020
University of Colorado
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