Melissa Tabor
Omaha,NE
Summary
Senior Customer Success Manager with extensive experience at CSG in strategic account management and relationship development. Proficient in data analysis and value framework creation, resulting in increased platform adoption and customer retention. Acknowledged for mentoring colleagues and aligning success strategies with executive goals to improve customer satisfaction.
Overview
24
24
years of professional experience
Work History
Senior Customer Success Manager – CX
CSG
Omaha, NE
09.2008 - Current
- Strategic owner for a portfolio of high-impact enterprise CX customers, defining and executing integrated Account Success Frameworks aligned to customer business outcomes and CX vision.
- Increased enterprise account retention and renewal by aligning success frameworks directly to executive priorities and business outcomes.
- Drove measurable growth in platform adoption and value realization through data-driven optimization and proactive enablement.
- Designed, executed, and continuously evolved success plans with clear objectives, milestones, owners, and measurable outcomes to drive sustained value realization and long-term loyalty.
- Acted as a trusted advisor to senior and executive stakeholders, leading Executive Business Reviews, value conversations, and steering committee engagements.
- Evaluated current and future usage of CX platforms, prescribing configuration, enablement, and program enhancements that increased adoption, ROI, and customer maturity.
- Partnered with Strategy & Advisory, Business Consulting, and Product teams to define KPIs, ROI models, and value frameworks demonstrating measurable customer outcomes.
- Utilized telemetry, product analytics, and performance data to pinpoint optimization opportunities, reduce risk, and facilitate proactive expansion discussions.
- Co-led retention, renewal, and expansion initiatives, delivering data-driven insights for accurate forecasts and enhancing upsell and cross-sell strategies.
- Mentored and coached Customer Success Managers on success planning, stakeholder management, and executive storytelling; contributed to internal playbooks and communities of practice.
- Represented the voice of the customer internally, influencing product roadmap priorities and operational improvements.
- Identified and supported multiple expansion opportunities by clearly connecting demonstrated value to customer growth strategies.
Account Manager
West Corporation
Omaha, NE
02.2005 - 09.2008
- Proactively managed Top 10 strategic accounts within the Direct Response division, serving as the sole Account Manager for the Interactive Agent function while supporting four high-impact clients.
- Built and maintained trusted client relationships, driving long-term partnerships, high satisfaction, and continued business growth.
- Led timely resolution of client and program issues through close collaboration with operations, technology, and support teams.
- Coordinated installation, launch, and maintenance of client programs, ensuring operational excellence and seamless execution for enhanced client satisfaction.
- Selected as one of two Account Managers to pilot new Integrated Accounts model, unifying ownership across IVR and Live Agent programs.
- Provided proactive, consultative recommendations based on performance insights and client business objectives, fostering stronger client relationships.
- Analyzed performance data and trends to identify optimization opportunities and deliver continuous improvement.
- Served on a high-level committee responsible for laying the foundation to rebuild and modernize major Client Services systems.
Senior Client / Account Services Representative
Central States Indemnity
Omaha, NE
12.2001 - 02.2005
- Delivered client presentations focused on performance insights, sales opportunities, and growth recommendations, fostering informed decision-making.
- Developed client marketing strategies, translating business objectives into actionable marketing parameters for internal teams.
- Planned, reviewed, and managed marketing campaigns to ensure alignment with client goals and operational capabilities.
- Collaborated with senior and executive stakeholders to assess needs and develop aligned strategies, enhancing client satisfaction and engagement.
- Managed multiple concurrent projects across internal departments and client organizations, ensuring alignment with client goals in fast-paced environments.
- Led telemarketing campaign training and conducted comprehensive product training for new and existing client accounts.
- Facilitated project meetings, defined ownership and accountability, and ensured successful execution.
Education
Bachelor of Arts - Business Administration, Communication Studies
University of Nebraska – Lincoln
Lincoln, NESkills
- Strategic account management
- Customer journey mapping
- Retention strategy
- Client onboarding
- Relationship management
- Data analysis
- Value framework
Personal Information
Title: Senior Customer Success Leader | CX Strategy | SaaS & Enterprise Accounts
Industry Experience
- SaaS & Technology-Driven CX Platforms
- Journey Orchestration, Messaging & Analytics Solutions
- CX-Intensive Industries: Healthcare, Financial Services, Telecom
Timeline
Senior Customer Success Manager – CX
CSG
09.2008 - Current
Account Manager
West Corporation
02.2005 - 09.2008
Senior Client / Account Services Representative
Central States Indemnity
12.2001 - 02.2005
Bachelor of Arts - Business Administration, Communication Studies
University of Nebraska – Lincoln