Mary Giles
Forney,TX
Summary
Accomplished Customer Experience leader with talents for forging relationships with key stakeholders, team motivation, and increasing efficiency. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to retention, growth, and problem-solving for the result of heightened benefit to the company and the customer partnership.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
MatrixCare
09.2020 - Current
- Lead a team of 4 in the Life Plan Community, SaaS, Customer Experience business vertical
- Established lasting relationships with customer C-suites of Senior Living organizations, resulting in increased client loyalty
- Played instrumental role in client satisfaction by working with support, operational, and implementation teams for proper resolution of service issues
- Conducted systems training and mentored Customer Success staff to promote productivity and efficiency
- Created and maintained comprehensive documentation, reports, and tools for internal and external use
- Represented MatrixCare at national and regional trade shows
- Lead project for customer adoption of modernized platform
Account Manager
MatrixCare
09.2016 - 09.2020
- Promoted from Account Management to Senior Customer Success Manager
- Educated clients on new products and services to increase investment
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Lead on-site product presentations and retention engagements
- Coordinated with internal teams to facilitate prompt delivery of client projects
- Created proposals for new and repeat customer business transactions.
- Forecasted revenue and established processes to achieve sales objectives and related metrics.
- Negotiated prices, terms of sale and service agreements.
Director of Sales and Marketing
Five Star Senior Living
09.2013 - 09.2016
- Managed a team of 3 Sales Counselors
- Responsible for maintaining the campus census by procuring relationships with hospitals, physicians, rehabilitation facilities, churches, and community centers
- Achieved record number of incoming residents
- Maintained over 95% occupancy of leasable units
- Analyzed sales and marketing data for improved strategies
- Organized large scale events for the public and internal community events
- Created and authored original articles, marketing material, and sales promotions
- Managed department budget
- Maintained strategic alliances with key vendors
- Utilized CRM software to track sales progression and communicate project needs.
Education
Bachelor of Arts - Communication
Florida Atlantic University
Boca Raton06.2006
Skills
- Customer Experience Leadership
- Client Relations
- Retention
- Strategic Planning
- Business Development
- Staff Mentoring & Leadership
- Strategic Communications
- Revenue Growth
- Report Analysis
Certification
Lean Six Sigma Yellow Belt Certified
Timeline
Senior Customer Success Manager
MatrixCare
09.2020 - Current
Account Manager
MatrixCare
09.2016 - 09.2020
Director of Sales and Marketing
Five Star Senior Living
09.2013 - 09.2016
Bachelor of Arts - Communication
Florida Atlantic University
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