Mark Dapper
Herriman,Utah
Summary
Experienced professional in customer success management, dedicated to driving client satisfaction and retention. Skilled at building strong relationships, solving problems, and delivering tailored solutions. Thrives in collaborative team environments, adapting quickly to changing circumstances while consistently achieving results. Recognized for reliability, effective communication, and strategic thinking. Background includes establishing and nurturing customer relationships, particularly in the dental, vision, and medical software industries.
Overview
21
21
years of professional experience
Work History
Customer Success Manager
Solutionreach
07.2023 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Upsell Manager
Solutionreach
08.2020 - 07.2023
- Responsible of managing team of 8-12 representatives
- Responsible for their success with sales and sales training
- Train team members how to successfully upsell current customers, retain customers and help customers use additional products
- Worked closely with other sales managers to promote progress across teams
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities.
- Met with clients, delivering presentations and educating on product and service features and offerings.
- Evaluated performance against goals and implemented appropriate development plans.
- Worked with customers to understand needs and provide excellent service
Upsell Team Lead
Solutionreach
03.2018 - 08.2020
- Responsible to lead team to quota
- Help train team members with sales and products
- Come up with best practices on how to present features
- Monitored sales team performance and provided constructive feedback.
- Led sales team to exceed monthly sales goals.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Studied product and local markets to adjust sales pitches and adapt strategies for optimized sales.
- Negotiated contracts and sales terms with existing clients.
Upsell Specialist
Solutionreach
09.2017 - 03.2018
- Performed need analysis to find pain and corrected pain with additional products
- Helped implement and train offices on how to use additional products to see value
- Maintained knowledge of current sales and goals for each add-on product, quality compliance and customer experiences.
- Promoted new add-on products to existing customers to increase their experience
- Drove sales through sampling initiatives, suggestive selling and communication of promotional items and specials.
Enterprise Customer Service Representative
Solutionreach
01.2017 - 09.2017
- Provided primary customer support to existing customers
- Made outbound calls and took inbound calls
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Recommended products to customers, thoroughly explaining details
- Implemented and developed customer service training processes.
Customer Service Representative
Solutionreach
06.2016 - 12.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to existing customers
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Xerox
07.2011 - 06.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Updated account information to maintain customer records.
Forklift operator
Furniture Row
03.2010 - 06.2011
- Warehouse operations
- Forklift operator for retrieving furniture
- Furniture delivery
- Furniture assembly
Assistant manager
Auto Spa Express
05.2004 - 09.2007
- Operated professional vehicle washing equipment
- Managed register transactions and accounted for daily business income
- Sold memberships, gift certificates and car wash passes
- Managed other employees and was in charge of daily operations
Education
University of Utah
Salt Lake City, UTAssociate - Science in General Studies
Salt Lake Community College
Diesel Mechanics Course -
Alta High School, Jordan Technical Center
High School Diploma -
Alta High School
Sandy, UTSkills
- Coaching and mentoring
- Verbal and written communication
- Goals and performance
- Empowers high-performing sales teams
- Sales strategy
- Staff Management
- Business development and planning
- Salesforce
- Microsoft Power Bi
- G Suite
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Sales proficiency
- Customer relationship management
- MS office
- Excellent communication
- Computer skills
- Performance tracking and evaluation
- Hiring and training
Additional Information
Eagle Scout award
Timeline
Customer Success Manager
Solutionreach
07.2023 - Current
Upsell Manager
Solutionreach
08.2020 - 07.2023
Upsell Team Lead
Solutionreach
03.2018 - 08.2020
Upsell Specialist
Solutionreach
09.2017 - 03.2018
Enterprise Customer Service Representative
Solutionreach
01.2017 - 09.2017
Customer Service Representative
Solutionreach
06.2016 - 12.2016
Customer Service Representative
Xerox
07.2011 - 06.2016
Forklift operator
Furniture Row
03.2010 - 06.2011
Assistant manager
Auto Spa Express
05.2004 - 09.2007
Associate - Science in General Studies
Salt Lake Community College
High School Diploma -
Alta High School
University of Utah
Diesel Mechanics Course -
Alta High School, Jordan Technical Center
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