Monika Diskaite
Naperville,IL
Summary
Results-oriented Customer Success Manager with expertise in enhancing customer experience and building strong relationships. Leverages CRM tools for effective account management, growth forecasting, and tracking customer interactions. Leads cross-functional teams to achieve performance objectives while ensuring high customer satisfaction. Implements strategies that enhance client retention and drive business growth.
Overview
8
8
years of professional experience
Work History
Associate Customer Success Manager to Customer Success Manager
VelocityEHS
Chicago, IL
09.2021 - 08.2025
- Served as the primary point of contact for a portfolio of 50+ enterprise and mid-market clients, ensuring successful onboarding, adoption, and long-term satisfaction with VelocityEHS software solutions.
- Developed and executed strategic account plans, achieving customer retention and expansion across multiple product lines, consistently meeting SaaS expansion goals for 3 consecutive years.
- Partnered with cross-functional teams including Sales, Product, and Support to resolve customer issues, convey feedback, and guide product roadmap decisions.
- Conduct regular business reviews and performance analysis, resulting in a 30% increase in customer engagement with key platform features.
- Led a customer advocacy initiative that increased NPS scores by 15 points within one year.
- Monitored usage trends and identified risks using Salesforce, Gainsight, and other customer success tools, ensuring proactive interventions for at-risk accounts.
Sales Associate to Senior Account Manager
VelocityEHS
Chicago, IL
04.2019 - 09.2021
- Promoted to Senior Account Manager in November 2020 after achieving quota for 2 years straight.
- Earned recognition in President's Club due to exceptional sales achievements. in December 2019.
- Manage relationships with EHS professionals in the healthcare, construction, manufacturing, and education industries.
- Guided customers through entire sales cycle as a consultant for EHS solutions, applying problem-solving skills to address specific needs.
- Customized marketing materials and demonstrated effective use of VelocityEHS solutions to prospective clients based on their business needs.
- Conduct high-volume outreach campaigns to develop warm and cold leads in 6 different territories: North Dakota, South Dakota, Kansas, Nebraska, Colorado, Oklahoma.
- Average over 80 calls per day to generate 7 new meetings per week for prospective clients to create an average of 10 new opportunities each month.
- Strategically source leads via Marketo, LinkedIn Navigator, Salesforce, and own prospecting activities to develop revenue opportunities and create consistent pipeline demand.
- Strengthened relationships with current customers through video meetings on Teams, leveraging rapport and active listening skills.
- Utilized in-depth knowledge to implement a Hazard Communication solution specializing in chemical management, on-demand training, ergonomics, and EHS management.
Sales/Customer Service
GEICO
Niles, IL
09.2017 - 04.2019
- Cross-selling products and implementing targeted sales strategies.
- Build rapport with potential and existing clients.
- Counsel clients to determine best options.
- Respond to questions/concerns and resolve account issues.
- Identified customer needs to tailor product recommendations. for various products.
- Handle requested policy/account changes and offer consistent customer satisfaction.
Education
Bachelor of Science - Finance, Insurance Minor
Illinois State University
Normal, IL05.2017
Skills
- Customer Success Software (Gainsight, Outlook, SalesForce, Microsoft, WorkFront)
- Customer relationship management
- SaaS product expertise
- Cross-functional collaboration
- Metrics tracking
- Client engagement strategies
- Customer advocacy initiatives
- Rapport building
- Strategic communications
- Effective communication
- Critical thinking
- Revenue growth
- Stakeholder management
- Inter-department collaboration
Timeline
Associate Customer Success Manager to Customer Success Manager
VelocityEHS
09.2021 - 08.2025
Sales Associate to Senior Account Manager
VelocityEHS
04.2019 - 09.2021
Sales/Customer Service
GEICO
09.2017 - 04.2019
Bachelor of Science - Finance, Insurance Minor
Illinois State University