Mitch Hetherington
Orlando,United States
Summary
Detailed Senior Customer Success Manager offering experience in delivering client-focused solutions and successfully managing multiple projects. Excellent critical thinking, problem-solving and communication skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
CarNow
11.2024 - Current
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Develop and maintain strong relationships with franchise dealers within assigned region successfully managing 150+ accounts
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Senior Account Manager
CarNow
02.2024 - 11.2024
- Assist with onboarding and delivery of impact with CarNow product suite
- Consistently exceeded monthly retention goals by driving customer satisfaction and loyalty, achieving the company’s lowest churn rate and managing its largest book of business
- Utilized CRM system to track account activity, monitor sales pipeline, and analyze account performance for strategic decision-making
- Conducted regular business account reviews to assess customer satisfaction, identify opportunities for growth, and address any issues proactively
- Mentored junior account management professionals to develop skills and increase company revenue.
Regional Performance Manager
CarNow
11.2021 - 02.2024
- Worked collaboratively and effectively with the Sales and Client Success team to onboard new clients and maintain long-term customer relationships to drive retention and growth within designated territory (29.8 % growth in 2023)
- Performed product consultation and training of CarNow's software solutions
- Provided a trusted partnership for the customer on use-case, best practices
- Developed and monitored key performance indicators (KPIs) to track progress and identify areas for improvement
Tour & Travel Sales Manager
House of Blues, a Live Nation Company
10.2019 - 11.2021
- Orchestrated successful events through collaborative partnerships with clients, ensuring meticulous attention to detail in areas such as Menu Planning, Venue Layout, and Entertainment Selections
- Surpassed both team and personal sales targets, achieving an impressive 101% of the 2020 Q1 Sales Quota
- Streamlined event planning and coordination processes, providing timely and comprehensive information to the Operations Team to ensure seamless execution
Operations Manager
House of Blues, a Live Nation Company
06.2015 - 10.2019
- Offered leadership support to ensure seamless daily operations across restaurant, retail, music hall, and box office areas
- Achieved consistent surpassing of forecasted revenue and effectively managed labor costs as the top-performing venue within the division
- Collaborated cross-functionally with all departments to optimize revenue generation across all venue segments
- Conducted comprehensive interviews across various departments, led new hire onboarding processes, and facilitated orientation sessions
Education
Bachelor of Integrative General Studies -
University of Central Florida
Orlando, FL12.2021
Skills
- Team Leadership
- Technical Aptitude
- Account growth
- Data-driven decision-making
- Account servicing skills
- Sales solutions
- Relationship building and management
Certification
Microsoft Office Certified
Timeline
Senior Customer Success Manager
CarNow
11.2024 - Current
Senior Account Manager
CarNow
02.2024 - 11.2024
Regional Performance Manager
CarNow
11.2021 - 02.2024
Tour & Travel Sales Manager
House of Blues, a Live Nation Company
10.2019 - 11.2021
Operations Manager
House of Blues, a Live Nation Company
06.2015 - 10.2019
Microsoft Office Certified
Bachelor of Integrative General Studies -
University of Central Florida
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