Magon Jones
North Augusta,SC
Summary
Experienced Customer Success Manager with over 10 years of customer facing experience, including 5 years in SaaS FinTech. Skilled in churn mitigation, building strong client relationships, and improving customer health. Proven track record in account management and strategic planning to achieve customer success.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Gusto Payroll
San Francisco, CA
08.2022 - Current
- Oversee a book of business of 200 small business accounts totaling $2.25M ARR, leading the customer journey from training to renewal.
- Achieved 95.6% NRR in Q1 and Q2, 2024 (goal of 92.5%).
- Create individualized mutual success plans outlining key challenges, goals, measures of success, and action items to drive progress toward outcomes.
- Mitigated 250k in churn risk, saving 25 at-risk accounts by facilitating regular check-ins to uncover and alleviate roadblocks to success.
- Exceeded quarterly Executive Business Review targets, averaging 25 or more per quarter, versus team target goal of 18.
Sr. Account Manager
Paychex Inc
Rochester, NY
01.2022 - 08.2022
- Served as primary contact for assigned clients for training of the platform as well as post-go-live support.
- Oversaw 85 Mid-Market accounts.
- Created help videos on how to best utilize Paychex products and features resulting in a 20% decrease in support calls.
- Increased customer retention by 25% by communicating with my customers before team service level agreement outreach deadline.
- Identified growth opportunities by using Sandler methods for up-selling and cross-selling for Paychex products and integrated features.
Sr. Account Manager
Paylocity
Schaumburg, IL
07.2021 - 01.2022
- Engaged directly with clients to address their needs, resolve issues, and provide tailored solutions to consistently achieve high levels of client satisfaction
- Developed and implemented effective solutions to complex client challenges by leveraging problem-solving skills to guarantee successful outcomes and enhanced client relationships
- Cultivated and maintained strong, long-lasting relationships with clients through regular communication and personalized service, leading to increased client retention and loyalty
- Gained proficiency in technical aspects of products and services, including API integrations, to effectively support client requirements and facilitate seamless implementation
- Managed 75 Mid-Market high-priority accounts and projects, showcasing strong organizational skills and independence in meeting deadlines and achieving objectives
- Thrived in a dynamic, high-growth environment by adapting quickly to changes and new challenges.
Payroll Solution Specialist
ADP
Augusta, GA
11.2020 - 06.2021
- Provided exceptional client support by addressing payroll-related inquiries, resolving issues, and offering guidance on best practices and compliance
- Managed customer escalations effectively by directly engaging with clients, leading to prompt resolution and enhanced satisfaction
- Collaborated closely with different teams to streamline processes and support our organizational goals to improve client outcomes
- Maintained strong client relationships through proactive communication via phone and online meetings to ensure client satisfaction and adaptation to evolving needs
- Developed and executed strategic account plans to drive customer retention and foster relationship growth
- Managed a portfolio of 75 Mid-Market accounts while delivering exceptional service and driving account success.
Client Support Specialist
ADP
Augusta, GA
09.2019 - 11.2020
- Resolved complex issues by implementing corrective actions to prevent future occurrences and improve overall system reliability
- Delivered exceptional client experiences by leveraging in-depth knowledge of products and services to provide comprehensive support and satisfaction
- Managed a high-volume workload in a fast-paced environment while consistently meeting and exceeding performance benchmarks that contributed to overall team success
- Efficiently documented and responded to incoming correspondence, providing timely and accurate responses to client inquiries.
Customer Care Advocate
Verizon
Charlotte, NC
11.2012 - 09.2018
- Managed a high volume of inbound service calls, meeting performance metrics by applying industry-standard best practices throughout customer interactions
- Communicated with customers via phone, chat, and email, employing active listening, empathy, and interpersonal skills to build professional relationships that boosted customer retention
- Logged customer interactions within CRM systems and provided adequate detail to ensure seamless future interactions
- Utilized company resources and cross-functional partnerships to research and analyze customer issues, then presented data-driven solutions that met evolving customer needs
- Formulated and implemented innovative strategies to broaden the Verizon Wireless customer base and drive growth
- Oversaw a team of Experience Specialists in the lead supervisor’s absence.
Education
A.A. - Information Technology
UNIVERSITY OF PHOENIX
Skills
- Customer Lifecycle Management
- Problem Solving
- Verbal & Written Communication
- Excellent Customer Service
- Teamwork & Collaboration
- KPI Monitoring
- Technical Support & Troubleshooting
- Time Management
- Slack
- Salesforce
- Workforce Now
- Relationship Management
- Catalyst
- Project Management
- Flexibility & Adaptability
- Customer Retention
- Microsoft Office Applications
- Effective Multitasking
Timeline
Customer Success Manager
Gusto Payroll
08.2022 - Current
Sr. Account Manager
Paychex Inc
01.2022 - 08.2022
Sr. Account Manager
Paylocity
07.2021 - 01.2022
Payroll Solution Specialist
ADP
11.2020 - 06.2021
Client Support Specialist
ADP
09.2019 - 11.2020
Customer Care Advocate
Verizon
11.2012 - 09.2018
A.A. - Information Technology
UNIVERSITY OF PHOENIX
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