Nicole Sherman
Nazareth,PA
Summary
Results-driven Enterprise Customer Success Manager with proven expertise in customer advocacy, strategic account management, and cross-functional collaboration, ensuring high retention rates and client satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
UKG
Lowell, MA
10.2023 - Current
- Facilitated collaboration among diverse teams to develop tailored solutions in support of client goals.
- Engaged with sales teams to uncover upsell opportunities aimed at maximizing revenue potential.
- Facilitated knowledge transfer to junior team members to enhance customer success management skills.
- Conducted regular business reviews to assess performance metrics and align goals with clients' needs.
- Managed key client relationships, leading to increased account retention and growth.
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Developed strategic account plans to enhance client engagement and satisfaction.
Executive Relationship Manager
UKG
Lowell, MA
10.2021 - 10.2023
- Analyzed client needs to deliver tailored solutions that improved business outcomes.
- Coordinated cross-functional teams to implement strategic initiatives effectively.
- Facilitated regular account reviews, ensuring alignment with client goals and expectations.
- Collaborated with sales teams to identify opportunities for account growth and retention strategies.
- Managed escalation of complex issues, ensuring timely resolution and maintaining client trust.
- Cultivated strong client relationships, enhancing customer satisfaction and loyalty.
Customer Success Manager
Kronos
Lowell, MA
10.2017 - 08.2020
- Developed customer onboarding processes to enhance user experience and product adoption.
- Collaborated with cross-functional teams to resolve client issues and ensure satisfaction.
- Conducted regular check-ins with clients to maintain relationships and address potential concerns.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Customer Account Executive
ADP
Parsippany, NJ
04.2016 - 10.2017
- Managed customer account portfolios, ensuring high levels of satisfaction and retention.
- Developed tailored solutions by analyzing client needs and recommending appropriate ADP services.
- Collaborated with cross-functional teams to streamline onboarding processes for new accounts.
- Conducted regular account reviews to assess performance and identify opportunities for growth.
Customer Account Executive
Dun & Bradstreet
Short Hills, NJ
12.2011 - 02.2014
- Led initiatives to improve customer communication, resulting in enhanced service delivery efficiency.
- Implemented feedback mechanisms to capture client insights for continuous service improvement.
- Utilized CRM tools to track interactions, manage leads, and maintain accurate account records.
- Evaluated customers' potential needs to make appropriate recommendations.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Education
Bachelor of Science - Mass Communications
Bloomsburg University of Pennsylvania
Bloomsburg, PASkills
- Customer advocacy
- Goal setting and achievement
- Data-driven decision making
- Client needs assessment
- Salesforce proficiency
- CRM software expertise
- Strategic account management
- Customer retention
- Account management
- Cross-functional coordination
- Customer relationship management
- Conflict resolution
Certification
PHR
Timeline
Enterprise Customer Success Manager
UKG
10.2023 - Current
Executive Relationship Manager
UKG
10.2021 - 10.2023
Customer Success Manager
Kronos
10.2017 - 08.2020
Customer Account Executive
ADP
04.2016 - 10.2017
Customer Account Executive
Dun & Bradstreet
12.2011 - 02.2014
Bachelor of Science - Mass Communications
Bloomsburg University of Pennsylvania