Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Oliviah Marsh

Brandon,FL

Summary

Strategic and results-driven operations and customer relationship management professional with a proven track record of optimizing processes, enhancing customer satisfaction, and driving business growth. Adept at leading cross-functional teams, streamlining operational workflows, and fostering strong client relationships to maximize retention and revenue. Experienced in managing enterprise software implementations, training teams, and developing data-driven strategies to improve performance.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

vcita
St. Petersburg, FL
05.2024 - Current
  • Spearhead enterprise customer onboarding, ensuring seamless software implementation and platform adoption
  • Develop and maintain strong client relationships by acting as a trusted advisor and strategic partner
  • Analyze customer engagement metrics to identify areas for optimization, implementing tailored solutions to enhance user experience
  • Collaborate with sales, product, and marketing teams to relay customer insights and drive product enhancements
  • Identify upsell opportunities within the existing client base, increasing customer lifetime value and contract renewals
  • Mentor and train new hires, fostering a knowledgeable and customer-centric team

Operations & Onboarding Director

AccountTECH
Boston, MA
09.2017 - 05.2024
  • Managed end-to-end client onboarding, ensuring smooth ERP system implementation and user adoption
  • Led customer engagement initiatives to improve retention, satisfaction, and long-term success
  • Designed and delivered training programs for both clients and internal teams, enhancing platform knowledge and usage
  • Served as a key liaison between clients and technical teams, resolving issues and optimizing workflows
  • Documented client success plans, providing valuable insights for ongoing relationship management
  • Leveraged project management tools to track software implementation and ensure timely execution

Logistics Coordinator

The Clancy Group
Winchester, MA
03.2014 - 09.2017
  • Led logistics operations, ensuring timely and accurate shipments to maintain customer satisfaction
  • Developed efficient workflows for vendor coordination, carrier management, and inventory control
  • Utilized Sage50 for vendor records and accounts payable, ensuring on-time payments and financial accuracy
  • Managed special projects with international clients, strengthening global partnerships
  • Led internal process improvements, reorganizing warehouse operations to increase efficiency and reduce errors
  • Acted as the company's cyber security lead, implementing security protocols to safeguard operations

Education

Bachelor of Science - Business & Psychology

Penn State University
Harrisburg
01.2014

Military Police -

United States Army
11.2013

Skills

  • Process Optimization Expertise
  • Customer Relationship Management
  • Team leadership and mentorship
  • Strategic Planning and Execution
  • Data Analytics and Performance Metrics
  • ERP and SaaS Implementation
  • Training and Development
  • Workflow Optimization
  • Logistics Coordination
  • Project management

Accomplishments

  • Successfully onboarded hundreds of businesses, ensuring seamless software adoption.
  • Improved customer onboarding efficiency by 50% in 2024 through optimized processes.
  • Reduced time to full platform adoption from 90 days to 45 days, accelerating customer success.
  • Led cross-functional teams to implement process enhancements that increased customer satisfaction and retention rates.

Timeline

Customer Success Manager

vcita
05.2024 - Current

Operations & Onboarding Director

AccountTECH
09.2017 - 05.2024

Logistics Coordinator

The Clancy Group
03.2014 - 09.2017

Bachelor of Science - Business & Psychology

Penn State University

Military Police -

United States Army

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Oliviah Marsh