Martha Mack
Winooski,VT
Summary
Customer-focused professional with successful [Number]-year career in [Industry] sector. Dynamic successful applying [Skill] and [Skill] in business environment.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Mamava
04.2022 - Current
- Managed top Enterprise accounts that generated $20 million in annual revenue
- SME for all Enterprise, military and government customers
- Conducted QBRs and weekly meetings to review metrics, identify opportunities for improvement and nurture key accounts
- Oversaw project management and logistics of all large strategic orders with phased rollouts
- Streamlined internal workflows through cross-functional collaboration between the sales team and service operations, improving overall efficiency and customer satisfaction
- Spearheaded the development of over 500 customer success plans, resulting in an increase of customer onboarding success rate by 21%.
Director of Customer Experience
ZAFA Wine
05.2020 - 02.2022
- Developed and implemented a comprehensive customer experience strategy and SOPs for a burgeoning wine startup with growing demand, clout and name recognition, ensuring alignment with the brand vision and business objectives
- Collaborated closely with company founder and marketing department to align customer experience initiatives with overall company sales goals
- Managed end-to-end implementation, logistics, and fulfillment processes for both the national and Vermont wine clubs for over 1500 customers
- Functioned as the primary point of contact for all aspects of national distribution and sales, fostering effective communication and collaboration between internal teams and external partners
Director of Beverage Programming
Stonecutter Spirits
06.2016 - 01.2020
- Hired and managed a team of 20+ employees
- Spearheaded expansion of Vermont sales, meeting and exceeding sales goals. On the road in a sales capacity 50-75 %
- Implemented training program for staff to enhance product knowledge, resulting in increased customer satisfaction with eye to upsell opportunities
- Secured both key and strategic partnerships that contributed to the company's overall growth strategy and market reach
- Executed successful customer retention strategies, resulting in a 30% increase in customer loyalty over 6 months
- Served as primary point of contact for customer inquiries, feedback and issue resolution, consistently exceeding service expectations
Education
Master of Science - Library And Information Science
Simmons College
Boston05.2009
Master of Arts - English Language And Literature
Mount Holyoke College
South Hadley05.2006
Skills
- Relationship Management
- Customer Relationship Management
- Enterprise Account Management
- Client onboarding
- Project management
- CRM Software
Timeline
Senior Customer Success Manager
Mamava
04.2022 - Current
Director of Customer Experience
ZAFA Wine
05.2020 - 02.2022
Director of Beverage Programming
Stonecutter Spirits
06.2016 - 01.2020
Master of Science - Library And Information Science
Simmons College
Master of Arts - English Language And Literature
Mount Holyoke College
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