Summary
Overview
Work History
Education
Skills
Name
Timeline
BusinessDevelopmentManager
Magon Jones

Magon Jones

Conover,NC

Summary

Experienced Customer Success Manager with 10 years of customer-facing expertise, including 5 years in the SaaS FinTech industry. Proven ability to reduce churn rates, build strong client relationships, and improve customer satisfaction. Track record of success in account management and strategic planning, consistently achieving positive outcomes for customer success.

Overview

12
12
years of professional experience

Work History

Customer Success Manager

Gusto Payroll
08.2022 - Current
  • Handle $2.25M annual revenue across 200 small business accounts, supervising customer experience from the training phase through renewals.
  • Achieved 95.6% NRR in Q2 and Q3, 2024 (goal of 92.5%).
  • Developed customized success plans detailing key challenges, objectives, metrics of success, and action steps.
  • Mitigated $250,000 in churn risk by facilitating regular check-ins to identify and address obstacles.
  • Exceeded quarterly Executive Business Review targets, averaging 50 or more per quarter, versus the team target goal of 40.
  • Analyze customer usage and adoption data to identify opportunities for upselling and cross-selling our products and services.
  • Generated actionable insights for product teams, driving the creation of impactful features and innovative products.
  • Collaborated across departments to support team projects and culture-building efforts.

Sr. Account Manager

Paychex Inc
01.2022 - 08.2022
  • Acted as main liaison for clients regarding platform training and post-implementation support.
  • Managed portfolio of 85 Mid-Market accounts.
  • Produced instructional videos for optimal use of Paychex products, reducing support calls by 20%.
  • Achieved a 25% rise in customer retention by ensuring all communications met deadlines set in the service agreement.
  • Utilized Sandler methods to uncover growth opportunities.

Sr. Account Manager

Paylocity
07.2021 - 01.2022
  • Resolved client issues through direct interaction, ensuring consistent achievement of high client satisfaction.
  • Applied advanced problem-solving skills to enhance client interactions and resolve issues.
  • Cultivated and maintained strong, long-lasting relationships with clients through regular communication and personalized service, leading to increased client retention and loyalty
  • Ensured smooth implementation by efficiently understanding and applying API integration techniques.
  • Demonstrated strong organizational skills through the management of 75 high-priority accounts.
  • Thrived in a dynamic, high-growth environment by adapting quickly to changes and new challenges.

Payroll Solution Specialist

ADP
11.2020 - 06.2021
  • Addressed payroll-related inquiries, resolving issues and providing guidance on best practices.
  • Managed customer escalations effectively by directly engaging with clients, leading to prompt resolution and enhanced satisfaction
  • Coordinated efforts across departments to align procedures with organizational objectives.
  • 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
  • Oversaw portfolio containing 75 mid-market accounts, ensuring high service standards.

Client Support Specialist

ADP
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
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

Name

Hi, I’m

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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