Netel Murray
Customer Success Manager
NY
Summary
Successful Customer Success and Support Manager with experience in research, client-facing onboarding, training, troubleshooting, enforcing process improvements, and project management. Creative and persistent collaborator with the ability to quickly and effectively problem solve. Committed to accuracy and thorough competitive assessments. Outstanding research and effective decision-making skills.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Client Manager
Canvas8
Remote, NY
10.2021 - Current
- Successfully onboard and manage 46 accounts totaling in $700K in ARR
- Devised strategies to achieve above monthly quota consistently renewing all accounts at 5% uplift or more
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients
- Educated clients on new products or services to increase customer engagement with brand.
Customer Support Manager
Helixa
Remote, UNITED STATES
05.2020 - 10.2021
- Manages support portal; resolves 95 % of tickets within 24-48 hours, triages all tickets related to the product team
- Supports over 100 accounts and internal teams with technical issues and manage 20 SMB accounts
- Collaborated on the development, implementation, and maintenance of SMB workflow processes
- Directs weekly product bug meetings
- Implemented custom response templates and FAQS documents
Customer Success Specialist
Helixa
New York, NY
05.2019 - 04.2020
- Provided efficient solutions to customers via email, phone, or video conference which resulted in 70% more renewals and greater client satisfaction Troubleshoot/Resolved 50-100 customer product/ platform requests weekly within 48 hours
- Onboarded two-four new customers to the Helixa platform on a weekly basis
- Collaborate with the Product team in Italy to prioritize feature requests and resolve bugs on the platform
Assistant Sports Research Analyst
Univision
NEW YORK
01.2018 - 12.2018
- Managed, executed and analyzed audience data
- Gathered and studied World Cup daily updates
- Created program trend reports, highlights, and materials for sales, programming, corporate communications, and all levels of management
Education
Bachelor of Science - Communications
Brigham Young University
01.2013 - 12.2017
Skills
Freshdesk, Zendesk, Hubspot
Pendo, Google Analytics
Asana, Trello, Jira
Lake5 Media, Nielsen Tools, Helixa, Canvas8
Adobe CC
INTERPERSONAL SKILLSCustomer Orientation
Communication Skills
Leadership Skills
Teamwork
Time Management
Certification
Credly Project Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Client Manager
Canvas8
10.2021 - Current
Credly Project Management
03-2021
Customer Support Manager
Helixa
05.2020 - 10.2021
Customer Success Specialist
Helixa
05.2019 - 04.2020
Assistant Sports Research Analyst
Univision
01.2018 - 12.2018
Bachelor of Science - Communications
Brigham Young University
01.2013 - 12.2017