Michelle Chon
Summary
Customer Success Manager with over 9 years of relevant experience in client strategic partnerships, product adoption and account retention. Experienced in using analytical tools to present on business solutions to executive level audience. Recognized consistently for performance excellence and contributions to account growth and team goals. Strengths in public speaking and relationship building backed by years of experience in consultative enablement and a business degree in management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager, Dropbox Sign API
Dropbox
01.2021 - Current
- Specialized in the adoption and integration of Dropbox Sign API product
- Assisted customers with onboarding and product implementation to foster successful enablement and usage
- Created long term customer success strategies to increase client retention
- Created and maintained comprehensive customer success documentation for internal and external use
- Collaborated with sales and product teams to address customer success objectives
- Monitored customer progress and addressed customer technical inquiries with timely and accurate updates
- Conducted periodic user training sessions to support customer understanding and product feature utilization
- Worked with engineering and product teams to escalate any known client technical concerns or issues
Client Success Executive, Enterprise Upmarket
ADP
12.2018 - 12.2020
- Lead as trusted strategic adviser for book of business, execute on Executive Business Reviews to grow partnership and present on viable solutions to client stakeholders
- Design Client Success Plan based on Business Review findings, focus on client's pain point solutions and objectives
- Analyze account data and report to client executives on notable gaps in business management, engage with sales on relative upsell opportunities
- Collaborate with ADP Leadership to resolve client service or product challenges, work cross functionally with various departments to improve operations and provide an exceptional customer experience
- Engaged at-risk clients and executed on 6 contract renewals (avg of $800,000 value per contract) and extensions within 18 months of account ownership.
Grew book of business from $4M to $8M and improved NPS scores for entire account base
Account Executive
NeweggBusiness
07.2017 - 11.2018
- Built and strengthened partnerships with new and existing accounts to drive revenue growth
- Qualified leads, established relationships and executed sales strategies to drive new business
- Resolved customer issues promptly to drive satisfaction and enhance customer service
- Collaborated with leadership on disengaged accounts that had declining sales revenue resulting from prior poor customer experiences
Account Manager Global Sales RFP Programs
Preferred Hotels & Resorts
07.2013 - 02.2017
- Managed multiple transient business RFP deadlines within Lanyon (an electronic contracting tool) for set portfolio of concierge hotels
- Conducted training webinars with Preferred Hotels and Resorts member hotels to guide hoteliers in how to complete the RFPs with the highest level of quality and accuracy
- Managed RFP bid submission for over 900 corporate and leisure client accounts and 36,000 bids
- Consulted hotel directors on the best suited travel programs to maximize their return on investment based on their business set and market analysis
- Maintained over 97% retention on existing hotel contracts and grew total hotels assigned by 5-10% per contract year
Education
Bachelor of Arts - Business Administration
University of California, Irvine
Irvine, CA07.2013
Skills
- Data Report Analysis
- Technical Acumen
- Application Program Interface Implementation
- Strategic Communication
- CRM Software
- Public Speaking
Certification
Customer Success for Impact [Winning by Design]
Issued Apr 2023 | Expires Apr 2026
Accolades
Spotlight Award Award: Issued by Dropbox · Feb 2022 & Dec 2022
- The Spotlight Award is a recognition program that allows managers discretion to recognize Dropboxers for exceptional impact, especially where they have gone above and beyond the scope of a project/initiative and/or their typical day job
Ride the Wave Award: Issued by ADP, INC. · Jul 2020
- Given annually to 9 individuals in the US for moving a client an entire Net Promoter Score category. Moved client from Passive to Promoter (highest tier) within 1 fiscal year of account ownership
2018 Q1 Sales Achiever: Issued by NeweggBusiness · Mar 2018
- Given quarterly to associates who achieve over 100% of their quarterly goals and exceed departmental performance expectations.
Timeline
Customer Success Manager, Dropbox Sign API
Dropbox
01.2021 - Current
Client Success Executive, Enterprise Upmarket
ADP
12.2018 - 12.2020
Account Executive
NeweggBusiness
07.2017 - 11.2018
Account Manager Global Sales RFP Programs
Preferred Hotels & Resorts
07.2013 - 02.2017
Bachelor of Arts - Business Administration
University of California, Irvine