Hi, I’m
NOAH SARNO
Customer Success Manager
Central Falls,RI
Summary
Accomplished Customer Success Manager with over 8 years of experience specializing in enhancing customer satisfaction, retention, and account growth. Proven track record in managing strategic customer relationships and spearheading initiatives to boost client product engagement. Adept at problem-solving and effective communication to drive customer success. Demonstrated ability to thrive under pressure, adapt to new challenges, and elevate the organizational brand.
Overview
8
years of professional experience
Work History
CORE Higher Education GroupWarwick, United States
Customer Success Manager
08.2023 - Current
Job overview
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions. Maintaining a CSAT score of 4.0 and above annually.
OrumRemote, US
Customer Success Manager
06.2022 - 05.2023
Job overview
- Coordinated smooth onboarding for new clients by developing and executing professional, engagement-focused plans.
- Observed and grew book of business of 51+ clients with an average of 1.4 Million ARR
- Planned client onboarding, training, user adoption, customer retention and annual renewals
- Managed all post sales communications with engagement emails, Bi-weekly or monthly account review calls, quarterly business reviews and on-site visits
- Ran playbooks and executed on KPIs resulting in a 5% quarterly growth
- Demonstrated understanding of products and services and articulated advantages of solutions against competitors.
- Managed customer portfolio to drive product and service adoption according to business roadmap.
- Monitored employee performance using real-time data and reports.
AppFolioBoston, MA
Customer Success Manager: Utility Management Specialist
04.2020 - 05.2022
Job overview
- Improved service delivery by coordinating the lifecycle of Corporate/Horizon clients (10,000+ units) from platform onboarding to account management/support to guarantee sustained growth and success through product adoption
- Created good relationships at the clients' sales and executive levels through quality assurance/control on software product performance, amplifying brand loyalty by 30%
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Supported continued improvements by furnishing the R&D, onboarding, and engineering teams with data on trends and current/future product enhancements, to increase client retention rate by at least
- Presented the consistent use of the brand's cloud-based property management software through strategic marketing to sustain the 7% yearly portfolio NOI increase and quarterly utility expense recovery
- Enhance customer product knowledge through product training to create value by heightening client success with the product
- Handled customer inquiries, payments and service requests.
- Delivered fast and friendly service to handle questions and service complaints.
- Collaborated across departments to resolve customer-related issues.
- Helped customers enhance operations with personalized recommendations for products and services.
- Developed industry- and customer-specific solutions based on technical expertise and product knowledge.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Enterprise Rent-A-CarProvidence, RI
Manager Assistant
02.2017 - 04.2020
Job overview
- Fostered business development by outlining the capacity of the ARMS services to promote local businesses' success, triggering a 12.5% revenue growth
- Amplified productivity by training and developing new staff, augmenting customer retention by 98%
- Enhanced playbooks for efficiency and responsiveness of customer service by recommending strategic changes to processes, increasing Customer satisfaction by 30%
- Identified opportunities for improvement and coached staff on best practices at all levels, maintaining a position in the top half of the sales matrix in New England Group/ Connecticut Group
- Coordinated employee schedules to provide adequate staff coverage.
- Optimized inventory for maximum revenue generation.
- Supported senior managers with day-to-day operational requirements.
- Supported recruiting, training and professional development efforts.
- Upheld brand image by maintaining branch cleanliness, approachability and service.
- Investigated customer complaints, identifying and changing processes to remove faults.
Education
Johnson & Wales UniversityProvidence, RI
Bachelor of Science from Marketing
Skills
Training and mentoring
Customer advocacy
Cross-functional coordination
Business analysis and reporting
Strategic communications
Strategic planning
Customer account management
Customer retention
Client service optimization
Stakeholder management
ADDITIONAL EXPERIENCE
- Enterprise Rent-A-Car- Warwick, RI | Management Trainee Shift Lead
- Aflac-Warwick, RI | Benefit Consultant
- Free Lance Brand Consultant
Timeline
Customer Success Manager
CORE Higher Education Group
08.2023 - Current
Customer Success Manager
Orum
06.2022 - 05.2023
Customer Success Manager: Utility Management Specialist
AppFolio
04.2020 - 05.2022
Manager Assistant
Enterprise Rent-A-Car
02.2017 - 04.2020
Johnson & Wales University
Bachelor of Science from Marketing