Olivia Swanson
Newnan,GA
Summary
Results-driven Senior Customer Success Manager known for unparalleled productivity and efficiency in task completion. Specialize in relationship building, strategic planning, and customer satisfaction optimization to drive success. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to foster strong client relationships and ensure positive outcomes.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager
FinQuery
Atlanta , Georgia
01.2021 - Current
- Oversaw a diverse portfolio of over 200+ accounts across multiple industries.
- Collaborated cross-functionally with implementation and product teams to pinpoint opportunities for upselling and cross-selling, boosting net revenue retention (NRR) by 105% per quarter
- Crafted personalized instructional sessions that boosted product adoption and utilization by 20%.
- Analyzed customer data to identify trends in usage patterns and behaviors of key accounts.
Customer Success Manager
Roadie
Atlanta, Georgia
01.2020 - 01.2021
- Provided customer onboarding and training to ensure successful product adoption.
- Resolved concerns expeditiously in collaboration with Support Specialist, and conducted regular check-ins with clients to ensure their needs were met.
- Achieved 90% customer retention by staying informed about industry trends relevant to customer usage and business needs.
Technical Support Specialist
Lease Accelerator
Herndon, VA
10.2018 - 12.2019
- Ensured smooth implementation and go-live support for new and active clients, resulting in month-over-month 90% Net Promoter Scores.
- Utilized expertise in managing Helpdesk cases by triaging and escalating them appropriately. Generated engineering tickets via JIRA platform to share timely updates with stakeholders and leadership.
- Succesfully troubleshooted system errors, providing valuable resolutions to enhance customer experience.
Police, Operations Manager
United States Air Force, USAF
Prince George, MD
04.2015 - 10.2018
- Delivered exceptional customer support while providing technical assistance to stakeholders, remote users, and base commands.
- Managed asset protection for $1B in Department of Defense equipment and assets in support of operational mission objectives.
- Aided in the vetting process of government databases, ensuring accurate tracking of individuals' access requests for potential risks to DOD resources and personnel.
Education
BBA - Human Resources Management
University of Maryland - Baltimore County
Baltimore, MD06-2019
Skills
- Relationship Management
- Software Implementation
- Customer Advocacy
- Customer Satisfaction
- Data-driven decision-making
- Customer Segmentation
- Team Leaderhip
- Customer Service
- Strategic communications
- Account Management
Timeline
Senior Customer Success Manager
FinQuery
01.2021 - Current
Customer Success Manager
Roadie
01.2020 - 01.2021
Technical Support Specialist
Lease Accelerator
10.2018 - 12.2019
Police, Operations Manager
United States Air Force, USAF
04.2015 - 10.2018
BBA - Human Resources Management
University of Maryland - Baltimore County
Similar Profiles
Riley ShullRiley Shull
Sales Development Team Lead at FinQuerySales Development Team Lead at FinQuery
Jason Parker, CPAJason Parker, CPA
Senior Alliance Manager at FinQuery (formerly LeaseQuery)Senior Alliance Manager at FinQuery (formerly LeaseQuery)
Isabel RobinsonIsabel Robinson
Pet Sitter at Many People in the NeighborhoodPet Sitter at Many People in the Neighborhood