Summary
Overview
Work History
Education
Skills
Timeline
Generic

Natalie Koenig

San Diego

Summary

With over 5 years of progressive experience in customer success, I have developed a strong expertise in customer relationship management, reporting and analysis, and strategic planning. With a keen eye for detail and a proactive approach, I am adept at identifying opportunities for growth and ensuring customer satisfaction. My core mission is to create value for my clients and my company by delivering solutions that optimize the customer experience and drive business outcomes. I am passionate about customer success and am always looking for opportunities to learn and grow.

Overview

7
7
years of professional experience

Work History

Team Lead - Customer Success

Corporate Traveler
01.2024 - Current
  • Manage a client portfolio valued at $27 million across 13 accounts
  • Maintain an average CSAT rating of 4.8 and a retention rate of 100%
  • Supervise a team with 65 accounts collectively and over $67 million of yearly travel spend
  • Cultivate a positive and collaborative work environment by working cohesively with cross-functional teams on mutual goals
  • Offer reliable assistance to team members using solutions-based problem-solving approaches
  • Collaborate cross-functionally with Internal Sales, Client Services, Onboarding, Product Management, Operations, and Technology to develop new products, identify strategic partnerships, and lead successful system migrations

Senior Customer Success Manager

Corporate Traveler
05.2022 - 01.2024
  • Took ownership of a customer portfolio valued at $32 million across 21 accounts
  • 2023 Global qualifier for highest CSAT ranking across the Customer Success pillar
  • Built and maintained relationships both internally and externally across multiple persona types
  • Derived strategic direction from data analysis and presented coherently to internal and external stakeholders
  • Followed key processes to efficiently react to issues and proactively solve wider problems
  • The solutions expert and key resource for our clients
  • Consistently presented the value Corporate Traveler provides for our customers

Customer Success Manager

Corporate Traveler
03.2020 - 03.2022
  • Worked with customers on strategies to support their travel program needs and goals
  • Established strong relationships with key customers
  • Analyzed customer data to identify trends and provide recommendations for cost savings
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Acted as a point of contact for issues escalation for customers
  • Worked cross-functionally to support needs of customers to mitigate risk

Inside Client Relationship Manager

Corporate Traveler
08.2019 - 03.2020
  • Fostered and maintained strong relationships with our customers ranging from $200K to over $600K in annual travel spend
  • Managed a portfolio of 35 to 45 clients simultaneously, prioritizing their unique requirements and resolving any issues promptly.
  • Developed scalable processes to deliver tailored support and promptly address any client concerns.
  • Played a crucial role in maximizing customer satisfaction and retention through proactive communication and attentive service.

Business Development Manager

Corporate Traveler
06.2018 - 07.2019
  • Sourced new leads and secured business through pro-active approaches
  • Identifyed, qualifyed, and captured new business for our Corporate Traveler and Stage and Screen travel solutions brands
  • Worked with and responded to complex, large business request for proposals
  • Marketed to clients via telephone as well as conducted in-person meetings with key decision makers for the purpose of marketing our services to prospective clients and building on existing relationships
  • Implemented, onboarded and account management for new clients

Inside Sales Representative

Cali Bamboo
08.2017 - 04.2018
  • Marketed to clients via telephone as well as conducted in-person meetings with key decision makers for the purpose of marketing our services to prospective clients and building on existing relationships
  • Implemented, onboarded and account management for new clients
  • Tracked and maintained a high volume of incoming calls, leads, and clients daily
  • Kept up with and reacted to rapid changes in product oerings, operations, and duty assignments with exibility and versatility
  • Proactively and aggressively pursued sales and activity goals
  • Brought a willingness to oer innovative ideas and participated in a dynamic work environment
  • Excellent written and oral communication skills
  • Cross-functional collaboration internally and externally

Education

Bachelor in Communication - Minor in Sports Management

University of Arizona
Tucson, AZ
06-2017

Skills

  • Excellent written and oral communication skills
  • Cross-functional collaboration internally and externally
  • Team leadership
  • Problem Solving
  • Customer satisfaction

Timeline

Team Lead - Customer Success

Corporate Traveler
01.2024 - Current

Senior Customer Success Manager

Corporate Traveler
05.2022 - 01.2024

Customer Success Manager

Corporate Traveler
03.2020 - 03.2022

Inside Client Relationship Manager

Corporate Traveler
08.2019 - 03.2020

Business Development Manager

Corporate Traveler
06.2018 - 07.2019

Inside Sales Representative

Cali Bamboo
08.2017 - 04.2018

Bachelor in Communication - Minor in Sports Management

University of Arizona

Similar Profiles

CREATE PROFILE
Natalie Koenig