Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

Marie Morisi

Customer Success Manager
Stevensville,MD

Summary

Passion for relationship-building and delivering solutions. Experienced in customer success and account management. Exceptional communicator with a versatile skill set that provides cross-functional support and adaptability in the workplace. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Overview

17
years of professional experience

Work History

TriNet
Dublin, CA

Associate Customer Relationship Manager
04.2023 - Current

Job overview

  • Provides strategic consultation to clients.
  • Secures agreements through pricing engagements and contract negotiations.
  • Partners closely with the customer engagement teams for an improvement in service level.
  • Collaborates cross-functionally to expedite client requests and resolve issues.
  • Identifies client service opportunities and coordinates the execution of those services.
  • Handles complaints, provides appropriate solutions and alternatives within appropriate timeframes and follows up to achieve resolution.
  • Creates customer support strategies to increase customer retention.
  • Performs duties and provides service in accordance with established operating procedures and company policies.
  • Maintains client files with sales contracts, records of client interactions, client notes, and other information.
  • Builds client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Monitors metrics and develops actionable insights to improve efficiency and performance.
  • Maintains statistical database of customers using Salesforce for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.

InfiniteWorld
San Francisco, CA

Acting Head of Customer Success
04.2021 - 06.2022

Job overview

  • Successfully delivered business outcomes by being empathetic to customer requirements and achieving company goals
  • Directed the client lifecycle driving engagement and adoption
  • Collaborated with the Vice President of Revenue and enacted initiatives to expand the sales and client success teams
  • Provided customer consultation, created quotes, managed contracts, onboarded clients, delivered projects and custom ROI to clients
  • Supervised Sales Support Specialist
  • Decision-maker for the eCommerce division
  • Managed and closed deals totaling $5 Million+ in the Sales pipeline through HubSpot
  • Averaged 95% customer retention rate
  • Fostered team collaboration with accounting, marketing, sales, and production staff
  • Created and improved internal processes to expand organizational goals and revenue tracking
  • Created a better user experience for clients
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

ArchVision
Lexington, KY

Customer Success & Operations Manager
07.2019 - 04.2020

Job overview

  • Managed SaaS customer accounts and minimized churn for AEC (architect, engineering, and construction) and design industry clients
  • Promoted customer retention and loyalty by providing superior service to a user base of over 30,000 individuals and companies internationally
  • Generated revenue through marketing content, campaigns, and outreach
  • Established new regulations and processes to run a streamlined office, customer, and program user experience
  • Participated and advised in daily C-Suite meetings with AVAIL and ArchVision
  • Facilitated the construction of the shared platform between sister companies
  • Developed standard operating procedures and internal processes related to program.
  • Analyzed data trends for management team.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Answered constant flow of customer calls with minimal wait times.
  • Provided information regarding charge accounts and loyalty programs.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.

Chesapeake Bay Foundation
Annapolis, MD

Member Relations and Account Manager
07.2014 - 08.2018

Job overview

  • Account management
  • Consulted and supported members
  • Improved marketing and campaign efforts
  • Instrumental in creating new membership protocols resulting in superior communications to over000+ members
  • An integral member of a select team to complete a major database migration that converted over one million member records from Raiser’s Edge to the Salesforce platform
  • Customized and improved processes that enabled the organization to increase profitability
  • Supervised Member Relations assistants
  • Bridged the gap between Membership and Data Support Services, resulting in higher productivity rates and less erroneously recorded data
  • Submitted Combined Federal Campaign applications and multiple state campaign applications bringing in over a quarter million in revenue for CBF
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Liaised with marketing and sales teams to develop targeted campaigns.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Developed and implemented strategies to increase client retention.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Contributed to team objectives in fast-paced environment.
  • Presented professional image consistent with company's brand values.
  • Developed, maintained and utilized diverse client base.
  • Built relationships with customers and community to promote long term business growth.
  • Recorded accurate and efficient records in customer database.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Kept detailed records of daily activities through online customer database.

Educators Benefit Services
Glen Burnie, MD

Executive Assistant
07.2011 - 07.2014

Job overview

  • Managed office operations
  • Consulted clients
  • Remodeled the organization’s website to boost visibility and improve user experience
  • Spearheaded significant database change
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Organized and coordinated conferences and monthly meetings.
  • Answered high volume of phone calls and email inquiries.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Used advanced software to prepare documents, reports, and presentations.
  • Transcribed meeting minutes to support sales, business development and senior management teams.
  • Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
  • Filed paperwork and organized computer-based information.
  • Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.

Occupational Therapy for Children
Arnold, MD

Occupational Therapist Aide
10.2006 - 08.2008

Job overview

  • Selected and provided treatment activities to meet patient needs and level of performance
  • Educated patients on safe and effective use of therapy equipment, such as pulleys, weights and inclined surfaces.
  • Advocated for all patients' health, safety and rights.
  • Assisted patients with functional mobility and daily tasks to increase comfort and reduce disability.
  • Evaluated treatment progress and adjusted to achieve maximum benefit.
  • Supported and built caring relationships with patients with developmental and cognitive disorders, such as Autism Spectrum Disorders, Down Syndrome, developmental delay and dementia.
  • Maintained records of patient information in accordance with HIPAA regulations.
  • Conducted patient evaluations to create reports for occupational therapists.
  • Reported patients' progress, attitudes and accomplishments to supervisors or therapists.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Provided compassionate care to patients with debilitating conditions.

Education

Towson University

Bachelor of Science

Skills

Analytical problem solver

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Software

Microsoft Office Suite, Google Workspace, Salesforce, HubSpot, Raiser’s Edge, Shotgrid, DocuSign, Zoom, Microsoft Teams, Slack, Samepage, Jira, Miro, and Lucidchart

Timeline

Associate Customer Relationship Manager

TriNet
04.2023 - Current

Acting Head of Customer Success

InfiniteWorld
04.2021 - 06.2022

Customer Success & Operations Manager

ArchVision
07.2019 - 04.2020

Member Relations and Account Manager

Chesapeake Bay Foundation
07.2014 - 08.2018

Executive Assistant

Educators Benefit Services
07.2011 - 07.2014

Occupational Therapist Aide

Occupational Therapy for Children
10.2006 - 08.2008

Towson University

Bachelor of Science

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Marie MorisiCustomer Success Manager