Mercedes Brown
Sylvester,GA
Summary
Results-driven Customer Success Manager with over 7 years of experience enhancing customer satisfaction and loyalty. Expert in developing strategic customer relationships, onboarding new clients, and driving product adoption to maximize customer value. Proven track record in reducing churn rates, increasing customer retention, and achieving high customer satisfaction scores through personalized support and proactive engagement. Adept at collaborating cross-functionally to ensure seamless service delivery.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Amazon
Remote
01.2020 - 12.2025
- Monitor customer health metrics and proactively address issues to reduce churn.
- Collaborate with sales, product, and support teams to align customer needs with company offerings.
- Conduct regular check-ins, business reviews, and feedback sessions with customers.
- Identify opportunities for upselling and cross-selling additional products or services.
- Advocate for customer needs and relay feedback to internal teams for continuous improvement.
- Create and deliver reports on customer success metrics to management.
Customer Success Specialist
LiveOps
09.2016 - 12.2020
- Assist customers with day-to-day inquiries and provide solutions to their issues.
- Guide new customers through the onboarding process, ensuring a smooth transition and setup.
- Educate customers on best practices and features to help them achieve their goals.
- Track customer usage and engagement to identify potential areas of improvement.
- Respond to customer feedback and work with internal teams to implement necessary changes.
Customer Success Analyst
Telehealth
03.2013 - 07.2016
- Analyze customer data to identify trends, patterns, and insights that can drive customer success.
- Develop and maintain dashboards and reports to track customer success metrics.
- Work with the customer success team to define key performance indicators (KPIs) and set benchmarks.
- Provide actionable recommendations based on data analysis to improve customer satisfaction.
- Monitor customer feedback and sentiment to identify areas for improvement.
Retail Sales Associate
Target
Tifton, GA
04.2009 - 2012
- Provided exceptional customer service, enhancing overall shopping experience and fostering customer loyalty.
- Developed promotional displays to attract customers and increase product visibility on the sales floor.
- Resolved customer complaints promptly, maintaining positive relationships and enhancing satisfaction ratings.
- Collaborated with management to optimize store layout, improving traffic flow and merchandise accessibility.
- Greeted customers and helped with product questions, selections, and purchases.
Education
High School Diploma -
Turner County High
Ashburn, GA05.2007
Skills
- Onboarding and Training
- Customer Retention Strategies
- Product Knowledge
- Customer Feedback Analysis
- Account Management
- Conflict Resolution
- Customer Advocacy
- Data Analysis and Reporting
- Communication Skills
- Problem Solving
- Upselling and Cross-Selling
- Project Management
- Team Collaboration
- Customer service
- Multi-tasking strength
- Relationship building
- Money handling
- POS system operation
- Sales goals attainment
Timeline
Customer Success Manager
Amazon
01.2020 - 12.2025
Customer Success Specialist
LiveOps
09.2016 - 12.2020
Customer Success Analyst
Telehealth
03.2013 - 07.2016
Retail Sales Associate
Target
04.2009 - 2012
High School Diploma -
Turner County High