Salesforce
Marsha Grinion
Senior Customer Success Manager
Orlando,FL
Summary
Resut-driven Customer Success Manager with more than 10+ years of combined experience in Customer Success, Account Management, Implementation, driving adoption, project coordination, and Sales. I am a highly motivated and ambitious individual, with the ability to give timely and accurate advice, guidance, support, and training to team members and clients. Proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Senior Customer Success Manager
Acoustic LP
Atlanta , Georgia
06.2022 - Current
- Oversaw key customer relationships to close strategic opportunities.
- Demonstrated and explained product features and benefits to drive adoption.
- Created Success Plans in collaboration with the customer to maximize their ROI.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Communicated progress of monthly and quarterly initiatives to internal and external stakeholders.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
Customer Success Manager
Avaya
Atlanta , Ga
06.2019 - 06.2022
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Held regular Cadence meetings with Customers to review performance and priorities and provide feedback.
- Customer Success Manager for 42 enterprise accounts resulting in approximately $22M ARR with 400 + locations in the USA and Canada.
- Undertake leadership responsibilities and support managers in challenging situations.
- Establishes communication with Client and presents adoption results, and reviews return on investment and opportunities for improvement.
- Complete save calls for accounts with a high risk of cancellation.
Operations Manager
Goodyear Tire & Rubber Co
Lexington, KY
10.2016 - 06.2019
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Created corrective actions based on adverse KPI trends.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
Operations Manager
TBC Corporation
Atlanta , GA
02.2012 - 10.2016
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Minimized staff turnover through appropriate selection, orientation and training.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Implemented processes to improve customer satisfaction and retention.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Assistant Operations Manager
Sears Holdings
Atlanta , GA
10.2011 - 02.2012
- Implemented campaigns and promotions to help with developing goods and services.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Communicated clear action plans to optimize results and successfully execute operational activities.
Education
Bachelor Of Business Administration - Business Administration And Management
Georgia State University
Atlanta, GA 01.2021 - 12.2022
Bachelor Of Business Administration - Business Administration
University of Central Florida
Orlando, FL 01.2023 -
Skills
Complex Problem Solvingundefined
Software
Gainsight
Slack
Shoptify
Otter
Chatgpt
E-commerce platform
Excel
Timeline
Bachelor Of Business Administration - Business Administration
University of Central Florida
01.2023 -
Senior Customer Success Manager
Acoustic LP
06.2022 - Current
Bachelor Of Business Administration - Business Administration And Management
Georgia State University
01.2021 - 12.2022
Customer Success Manager
Avaya
06.2019 - 06.2022
Operations Manager
Goodyear Tire & Rubber Co
10.2016 - 06.2019
Operations Manager
TBC Corporation
02.2012 - 10.2016
Assistant Operations Manager
Sears Holdings
10.2011 - 02.2012
Similar Profiles
Jerdwut RojprasithpornJerdwut Rojprasithporn
Project Management (IT) Intern at Tat Chuan Acoustic Pte LtdProject Management (IT) Intern at Tat Chuan Acoustic Pte Ltd
Jeff McCARGARJeff McCARGAR
Journeyman Steel Framer/Drywaller at Local 675 Drywall, Acoustic Lathing & InsulationJourneyman Steel Framer/Drywaller at Local 675 Drywall, Acoustic Lathing & Insulation
Michael BerkhousenMichael Berkhousen
Apprentice Carpenter at Acoustic Ceilings and PartitionApprentice Carpenter at Acoustic Ceilings and Partition