Maureen Pellegrino
Sarasota,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Sr Customer Success Manager
Zift Solutions
01.2021 - 01.2024
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Developed data-driven action plans to improve customer outcomes and experiences.
Sr Customer Success Manager
Mitel
01.2014 - 01.2021
- Managed relationships with suppliers at mid market and enterprise level.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Collaborated with sales and product teams to address customer success objectives.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Client Services Manager
ShoreTel
01.2011 - 01.2014
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Consistently met or exceeded sales targets by proactively identifying opportunities for business development within my assigned territory.
- Enhanced client satisfaction by addressing concerns promptly and providing tailored solutions.
- Developed strong relationships with clients through consistent communication and proactive problem solving.
- Implemented customer feedback, resulting in process improvements and increased client satisfaction.
Operations Manager
Affordable Telephone Systems
01.2009 - 01.2011
- Managed Key Accounts in Austin TX and Ventura, CA
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Optimized inventory control procedures to minimize stockouts and excess inventory levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Reported issues to higher management with great detail.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
New Account Specialist
Mitel
01.2008 - 01.2009
- Proficient in market research and analysis in identifying new customer prospects.
- Identified potential clients by conducting market research and analyzing industry trends.
- Utilized CRM software effectively to track leads, manage pipelines, and forecast sales projections accurately.
- Developed and maintained a deep understanding of the competitive landscape, enabling strategic positioning of products and services to differentiate from competitors.
- Prospected for new customers in target areas or demographics to bring in new business.
- Maintained customer records and updated account information.
- Contributed to team sales goals by persistently reaching out to potential clients and setting appointments with qualified leads.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Stayed up-to-date on industry trends and competitor activities, ensuring well-informed discussions with potential clients
Skills
- Relationship Building
- Client Engagement
- Renewal Management
- Data Analysis
- Cross Functional Collaboration
- Proficient in MS Microsoft Suite, Looker, Salesforce, Gainsight, Zendesk, JIRA, Involve AI
- Customer feedback analysis
- Contract negotiation
- Customer Relationship Building
- Revenue Growth
- Inter-Department Collaboration
- Strategic Communications
Custom
Available upon request
Timeline
Sr Customer Success Manager
Zift Solutions
01.2021 - 01.2024
Sr Customer Success Manager
Mitel
01.2014 - 01.2021
Client Services Manager
ShoreTel
01.2011 - 01.2014
Operations Manager
Affordable Telephone Systems
01.2009 - 01.2011
New Account Specialist
Mitel
01.2008 - 01.2009