Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Melissa Bray

Kansas City,MO

Summary

Diligent Customer Success Manager with proven track record in managing client relationships and driving customer satisfaction. Successfully led initiatives that enhanced client retention and streamlined service delivery processes. Demonstrated expertise in problem-solving and communication to foster long-term client partnerships. Skilled in leading strategic account planning, executive business reviews and long-term partnership management across industries including financial services, telecommunications, retail and health services.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Client Success Manager

Medallia
02.2021 - Current
  • Manage a portfolio of strategic and enterprise global accounts with a combined annual recurring revenue (ARR) of over $10M.
  • Partner with clients to turn experience signals into strategies that deliverable measurable ROI.
  • Evaluate client feedback to drive continuous improvement initiatives within the company's products and service offerings.
  • Collaborate with cross-functional teams to address client concerns and resolve complex issues in a timely manner.
  • Developed comprehensive account plans outlining growth opportunities, risks, and mitigating actions for each assigned account.
  • Collaborate with sales, product, services, and engineering teams to advocate for client needs and influence product roadmap decisions.

Senior Client Success Manager

Aspect Software Inc
07.2019 - 01.2021
  • Partnered with clients to optimize the value of their investment and maximize the program impact.
  • Leveraged data analytics tools to monitor client health scores regularly, enabling early detection of potential issues or dissatisfaction trends.
  • Guided activities and lead cross-functional teams to provide resources to drive customer success.
  • Aligned with Sales and Expert Services on renewals and expansion opportunities.
  • Successfully resolved complex technical and business challenges for clients, acting as a trusted advisor and partner.

Client Success Manager

SeniorVu
01.2019 - 07.2019
  • Managed implementation of new clients, working with cross-functional teams on project set up, documentation, system testing and issue resolution.
  • Partnered with clients to establish goals and provide high level strategic consulting
  • Mentored team members in best practices for managing accounts and exceeding client expectations.
  • Developed and presented monthly reporting analysis, providing clients with a progress review

Account Manager

IModules
07.2013 - 12.2018
  • Developed and maintained strong relationships with clients to ensure long-term business growth.
  • Gained in-depth knowledge of product features and consulted with internal subject matter experts to resolve client concerns.
  • Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
  • Developed and delivered presentations to position products and services.
  • Lead biannual impact groups and educational events providing networking opportunities across customer base.
  • Participated in industry events and conferences to network and promote company offerings to potential clients.

Education

MBA - Business Administration

Baker University
Baldwin City, KS

Bachelor of Science - Elementary & Early Childhood Education

Northwest Missouri State University
Maryville, MO

Skills

  • Client Relationship Management
  • Customer Onboarding & Training
  • Strategic Account Management
  • SaaS Product Expertise
  • Customer Retention & Churn Reduction
  • Cross-functional Team Collaboration

Certification

  • Relevant Certification, e.g., Certified Customer Success Manager (CCSM)
  • Other professional development courses or workshops

Timeline

Senior Client Success Manager

Medallia
02.2021 - Current

Senior Client Success Manager

Aspect Software Inc
07.2019 - 01.2021

Client Success Manager

SeniorVu
01.2019 - 07.2019

Account Manager

IModules
07.2013 - 12.2018

MBA - Business Administration

Baker University

Bachelor of Science - Elementary & Early Childhood Education

Northwest Missouri State University