Mara Ellis
Damascus,OR
Summary
Seasoned Senior Customer Success Manager with relevant experience in formulating and implementing customer success strategies. Possess strong leadership skills, capable of building and directing high-performing teams towards achieving business objectives. Notable for improving customer retention rates and fostering long-term relationships. Made significant impact in previous roles by optimizing processes to enhance customer satisfaction and loyalty.
Overview
18
18
years of professional experience
Work History
Sr. Customer Success Manager
Deltek
09.2015 - Current
- Managed client accounts effectively
- Facilitated client renewals
- Conducted lead generation activities
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
Renewals Specialist
Serena Software
Hillsboro, OR
10.2008 - 09.2015
- Oversaw customer relationships
- Managed customer renewals and account updates, including contact information, payment methods, product quantity.
- Processed renewal orders in a timely manner according to company standards.
- Maintained accurate records of customer renewals and payments.
Claims Assistant
Esis
Tigard, OR
04.2007 - 10.2008
- Handling phone inquiries with efficiency
- Managed entire lifecycle of workers compensation claims
- Resolved customer inquiries efficiently
- Assisted in the preparation of documents for claims processing.
- Reviewed and verified insurance claim forms to ensure accuracy and completeness of information provided by claimants.
- Performed data entry into internal systems to process claims requests.
Education
business, fitness, and psychology
Clackamas Community College
Oregon City, OR06.2004
Skills
- Salesforce proficiency
- Upselling strategies
- Relationship Management
- Customer Advocacy
- Account growth
- Customer Satisfaction
- Client Relations
- Training programs
- Customer Relationship Building
- Customer Service
- Customer Retention
Awards
Received 100% of yearly quota award 12 times.
Affiliations
- Volunteer on a not for profit board
- maintain multiple friend groups with activities
- Volunteer at my local church
Accomplishments
- achieved 100% or above of quota for 14 years
- presidents club achieved 4 times
References
References available upon request.
Timeline
Sr. Customer Success Manager
Deltek
09.2015 - Current
Renewals Specialist
Serena Software
10.2008 - 09.2015
Claims Assistant
Esis
04.2007 - 10.2008
business, fitness, and psychology
Clackamas Community College
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