PATRICK FERN
Jacksonville,FL
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
SunCoast Property Management
Jacksonville, FL
03.2018 - Current
- Managed day-to-day relationships with key client accounts, serving as the main point of contact and building long-term partnerships.
- Led weekly client meetings, set agendas, tracked action items, and kept internal teams aligned on priorities and deadlines.
- Managed client projects including catalog updates, marketing campaigns, reporting requests, and other account initiatives from start to finish.
- Analyzed account performance and presented key results, trends, and opportunities to clients and internal stakeholders.
- Worked closely with Product and Engineering teams to communicate client feedback, identify bugs, and help drive issues through resolution.
- Partnered with onboarding and implementation teams to bring new clinics onto the platform and ensure a smooth transition.
Account Manager
West Marine
Jacksonville, FL
03.2015 - 05.2018
- Managed a portfolio of key retail accounts, serving as the primary point of contact and building strong relationships with senior client stakeholders.
- Owned day-to-day account management, including business reviews, sales performance, operational issues, and strategic planning.
- Analyzed account performance, sales trends, and customer data to identify opportunities for growth and improve overall account results.
- Led regular client meetings and business reviews, presenting performance updates, key insights, and recommendations to drive account growth.
- Partnered with sales, marketing, operations, and merchandising teams to execute promotions, product launches, and other key account initiatives.
- Managed multiple projects and deadlines across retail accounts, ensuring initiatives were executed accurately and on schedule.
- Worked directly with clients to resolve issues, improve service levels, and maintain strong long-term partnerships.
- Identified opportunities to expand existing accounts through new products, services, promotions, and strategic initiatives.
Sales Associate
West Marine
Jacksonville, FL
05.2010 - 03.2015
- Gained experience in customer service, resolving customer complaints and inquiries with a positive attitude
- Welcomed customers in store and engaged in conversation to assess needs
- Maintained cleanliness of work areas throughout shift according to company standards
- Located merchandise on racks or shelves and delivered to customers
- Used POS system to process sales and refund transactions
- Resolved customer disputes quickly while maintaining professionalism at all times
- Explained products and services to help customers make informed decisions
- Replenished sales floor shelves and assisted customers with alternatives for out-of-stock items
- Managed inventory levels by monitoring stock movement, restocking shelves, transferring items from one location to another
- Promoted store products by actively engaging customers and providing product demonstrations
Education
Bachelor of Science - Business Economics
University of South Dakota
SD06-2015
Associate of Arts - Associates
Florida State College At Jacksonville
Jacksonville, FL04-2013
Skills
- Training and Development
- Operations management
- Brand representation
- Operational efficiency
- Customer service
- Strategic Planning
- Project Management
- Process Training
- Cross-functional collaboration
- Policies and procedures implementation
Timeline
Customer Success Manager
SunCoast Property Management
03.2018 - Current
Account Manager
West Marine
03.2015 - 05.2018
Sales Associate
West Marine
05.2010 - 03.2015
Associate of Arts - Associates
Florida State College At Jacksonville
Bachelor of Science - Business Economics
University of South Dakota