Makayla Paasch
Harrisburg,SD
Summary
Results-driven technical Senior Customer Success, Support & Training Team Manager with experience delivering mission-critical outcomes. Skilled in forging strategic alliances with organizational leaders and aligning with key business initiatives. Passionate about enhancing organization and employee performance through mutual respect, trust, consensus-building, and accountability. Exceptional talent for delivering multi-modal training and support across functions to consistently improve knowledge and drive success. Experienced in remote work for start-ups and large businesses, collaborating with clients from enterprise to middle business levels.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success, Support & Training Team Manager
Fliplet
09.2022 - Current
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
- Managed and oversaw junior technical project and technical support consultants and delegated tasks for timely execution.
- Enhanced employee performance by designing and implementing comprehensive technical training programs.
- Delivered strategic business insights on departmental performance, financials, KPIs, and quarterly goals in direct collaboration with the CEO.
Custom Success & Support Manager
Bluestem
09.2021 - 09.2022
- Monitored customer progress and addressed technical customer inquiries with timely and accurate updates in adherence with our SLA.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions improving our CSAT scores by 25%.
- Mitigated potential account attrition risks by addressing concerns proactively and collaborating with stakeholders to develop action plans.
- Conducted regular business reviews with clients to assess progress towards goals, offering strategic recommendations as needed.
Project Manager, Client Services
OnTrak
10.2019 - 07.2021
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Leveraged industry best practices for efficient management of complex projects, ensuring consistent success rates across multiple engagements.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Mentored junior team members, enhancing their skills and contributing to overall team performance improvement.
Project Operations Supervisor
Noridian Healthcare Solutions
05.2016 - 09.2019
- Delivered consistent results by effectively prioritizing tasks, setting realistic deadlines, and monitoring progress throughout each project lifecycle stage.
- Managed risk effectively through proactive identification, assessment, and mitigation strategies during project execution.
- Established strong relationships with stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Implemented best practices in project management to ensure high-quality deliverables that exceeded client expectations.
- Performed month-end account analysis, headcount and salary reports and related journal entries.
Education
Diploma - Full Stack Developer
NuCamp
01-2022
Skills
- Data Analysis
- Communication
- Problem Solving
- Build Department
- Assignment Delegation
- Workflow Planning
- KPI Tracking
- Project Management
- Risk Management
- Customer Retention
- Financial Management
- Growth planning
- Quality Management
- Policy Implementation
Certification
- Project Manager, Google - April 2024
Timeline
Customer Success, Support & Training Team Manager
Fliplet
09.2022 - Current
Custom Success & Support Manager
Bluestem
09.2021 - 09.2022
Project Manager, Client Services
OnTrak
10.2019 - 07.2021
Project Operations Supervisor
Noridian Healthcare Solutions
05.2016 - 09.2019
Diploma - Full Stack Developer
NuCamp
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