Open To Work
Olivia Merkel
Zonda
Llano,USA
Work Preference
Job Search Status:
Open to workDesired start date:
ImmediatelyDesired Job Title
Administrative AssistantProgram StaffCustomer Success ManagerWork Type
Full TimeSummary
Customer Success Manager with 5+ years of SaaS experience and 8+ years of expertise in customer success, strategic account management, and business operations. Proven success managing strategic enterprise and mid market customer portfolios, including D.R. Horton the largest homebuilder in the USA along with an additional 100–150 customer accounts. Skilled at building trusted client relationships, driving product adoption, leading executive business reviews, and collaborating cross-functionally to deliver measurable customer outcomes. Certified Microsoft Office Specialist and Lean Six Sigma Green Belt with a passion for delivering exceptional customer experiences and driving long-term client success.
1
Certification
12
Years of experience
Work History
Administrative Assistant
1 Year- Coordinated administrative and operational support for Production and Project Managers, enhancing workflow efficiency.
- Managed office communications, scheduling, and multi-line phone operations in a fast-paced environment.
- Scheduled truck routing and logistics, ensuring timely material deliveries and adherence to production timelines.
- Prepared expense reports, capital expenditure requests, invoices, and work orders while maintaining accurate business records.
- Scheduled truck routing and logistics to support efficient material deliveries and production timelines.
- Collaborated with production teams, vendors, and customers to facilitate on-time project completion and improve operational processes.
Customer Success Manager
4 Years 5 Months- Managed a strategic portfolio that included D.R. Horton and an additional 100–150 customer accounts, serving as the primary point of contact throughout the customer lifecycle.
- Achieved approximately 90% customer retention rate through proactive relationship management, customer advocacy, and strategic account planning.
- Achieved a 95% client outreach rate for Quarterly Business Reviews (QBRs), presenting account performance, business insights, and growth opportunities to strengthen customer engagement.
- Led customer onboarding, product training, and adoption initiatives to enhance product utilization and support long-term customer success.
- Led customer onboarding, product training, and adoption initiatives to maximize product utilization and long-term customer success.
- Collaborated with Sales, Product, Support, Finance, and Operations to resolve complex customer issues, improve processes, and enhance the overall customer experience.
- Leveraged Salesforce, HubSpot, Microsoft Dynamics CRM (MSCRM), Jira, Gong, Showpad, and SharePoint to manage customer relationships, analyze account health, document activity, and identify growth opportunities.
- Partnered with Finance and Accounts Receivable teams to reduce aging receivables by following up on open invoices and facilitating customer communication.
Program Staff
5 Years- Facilitated daily youth program operations, ensuring accurate administrative records, attendance tracking, and timely reporting.
- Supported daily youth program operations while maintaining accurate administrative records, attendance, and reports.
- Supervised youth in a safe, engaging environment, fostering teamwork, leadership, and positive behavior.
- Oversaw food inventory management, coordinated program schedules, and streamlined office communications and documentation.
- Maintained food inventory, program schedules, office communications, and administrative documentation.
- Organized classrooms, educational materials, and special events to support successful program operations.
- Coordinated classroom organization, educational materials, and special events to enhance program effectiveness and engagement.
Education
Microsoft Office Specialist (MOS) - IT Project Management
High School Diploma
Skills
Strategic Account Management
Customer Retention
Quarterly Business Reviews (QBRs)
Customer Onboarding & Adoption
Customer Advocacy
Cross-Functional Collaboration
Process Improvement
Data Analysis & Reporting
CRM & Customer Success Platforms: Salesforce
HubSpot
Microsoft Dynamics CRM (MSCRM)
Project & Collaboration Tools: Jira - Atlassian
Microsoft SharePoint
Microsoft Teams
Project Coordination
Sales Tools: Gong.io
Showpad
Executive Communication
Certification
- Microsoft Office Specialist (MOS)
- Lean Six Sigma Green Belt
- Food Handler License
Timeline
Customer Success Manager
Zonda
02.2022 - 07.2026
Administrative Assistant
Continental Cut Stone, Inc.
01.2020 - 01.2021
Program Staff
Lampasas Boys & Girls Club
01.2015 - 01.2020
Lampasas High School
High School Diploma
New Horizons IT Learning Center
Microsoft Office Specialist (MOS) from IT Project Management