Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Natalie Lance

Natalie Lance

Charlotte,NC

Summary

Dynamic Customer Success Manager with a proven track record at enterprise, franchisor and multi-location/dealer relationships, excelling in client service optimization and strategic planning. Achieved significant revenue growth through effective stakeholder management and relationship building. Skilled in customer onboarding and training, fostering strong partnerships that enhance retention and satisfaction via strategic and analytical skills.

Overview

10
10
years of professional experience

Work History

Customer Success Manager

RevolutionParts
05.2023 - Current
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Developed detailed plans based on broad guidance and direction.
  • Launched quality assurance practices for each phase of development
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Lead Weekly strategy meetings, Monthly state-of-business calls, and QBRs

Enterprise Customer Success Manager

Experience.com
03.2022 - 05.2023
  • Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
  • Provided customer and market feedback to product team to help build features and solutions.
  • Provided business, technical and product knowledge in support of post-sales activities.
  • Assisted management with first-level support inquiries.
  • Surpassed renewal rates and upgrade goals.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • 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.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Created customer support strategies to increase customer retention.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Established team priorities, maintained schedules and monitored performance.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Customer Success Relationship Manager

Glew.io
08.2021 - 03.2022
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Responsible for cohesively collaborating with customers to create and execute healthy customer journey
  • Provided plan and feedback for internal support teams, as well as leadership to capitalize on success stories, and promote healthy NPS qualities to enforce organization-wide growth.

Customer Success Analyst

Basware
01.2020 - 07.2021
  • Developed standard operating procedures and internal processes related to program.
  • Created new surveys to be completed by customers monthly or quarterly.
  • Presented findings via talks and written reports.
  • Analyzed data trends for management team.
  • Prepared internal reports and analyses based on data from different areas.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Produced detailed and relevant reports for use in making business decisions.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Gathered, documented, and modeled data to assess business trends.
  • Evaluated current processes to develop improvement plans.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Customer Success Director

Web.com
03.2015 - 01.2020
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategies to increase customer retention.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Tripled revenue for a top 5 client within 1 year by creating, presenting, and implementing a refreshed digital marketing strategy and redesigned website navigation plan.
  • Uncovered untapped business opportunity leading to network growth of 6,000 locations; partnered with executive leadership to negotiate contract and launch test pilot.
  • Spearheaded 3 subfolder and CMS platform migration strategies for 3 top 10 clients concurrently spanning individual networks of more than 2000 North American locations; developed best practices for migration onboarding/offboarding procedures.
  • Launched program test pilot for North American franchisors; trained teams on legacy systems and platforms and served as subject matter expert (SME) for program.
  • Coached and mentored new client success consultants and sales executives on best practices, relationship building, problem solving, and other key skills.

Education

Bachelor of Arts - Applied Linguistics

University of North Carolina At Charlotte
Charlotte, NC

Skills

  • Client service optimization
  • Customer advocacy
  • Stakeholder management
  • Customer onboarding
  • Customer relationship building
  • Key accounts development
  • Strategic planning
  • Inter-department collaboration
  • Customer relations
  • Negotiation
  • Revenue growth
  • Cross-functional coordination
  • Training and mentoring
  • Customer retention

Accomplishments

    Turned around 2 underperforming accounts to become top-tier customers and secured millions of dollars in renewals through exceptional leadership and support to enhance digital marketing efforts. Lead team through public acquisition.

Timeline

Customer Success Manager

RevolutionParts
05.2023 - Current

Enterprise Customer Success Manager

Experience.com
03.2022 - 05.2023

Customer Success Relationship Manager

Glew.io
08.2021 - 03.2022

Customer Success Analyst

Basware
01.2020 - 07.2021

Customer Success Director

Web.com
03.2015 - 01.2020

Bachelor of Arts - Applied Linguistics

University of North Carolina At Charlotte

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Natalie Lance