Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Phoebe Nichols

Phoebe Nichols

Houston,TX

Summary

Highly motivated and goal-oriented Customer Success Manager in the technology industry. Almost two years of experience working at IBM SevOne network performance management software and previously worked three years in conversational AI for GameOn Technology. Skilled in understanding client needs, providing guidance, and implementing solutions that exceed expectations. Has built long lasting and mutually beneficial relationships through efficient communication and incredible attention to detail. Ability to collaborate cross-functionally and influence stakeholders at all levels. Passionate problem-solver looking to help high growth companies deliver best in class solutions. Motivated to maintain customer satisfaction and contribute to the company success.

Overview

6
6
years of professional experience

Work History

Customer Success Manager

IBM SevOne
Houston, TX
04.2022 - Current
  • Acted as a strategic advisor to clients, providing guidance on best practices, product optimization, and growth strategies tailored to their unique business needs, serving as their primary point of contact for all post-sales activities.
  • Developed and delivered customized customer success plans for key accounts, outlining milestones, success criteria, and action items to drive mutual success.
  • Acted as a strategic advisor to clients, providing guidance on best practices, product optimization, and growth strategies tailored to their unique business needs.
  • Conducted regular check-in meetings with clients to review progress, address any concerns or challenges, gather feedback, and ensure alignment on goals and objectives, fostering strong relationships and enhancing overall customer satisfaction.
  • Partnered with the Sales team to identify new upsell opportunities within existing accounts, leveraging customer insights and feedback to uncover expansion opportunities and drive revenue growth.
  • Provided new logo customer onboarding to ensure successful product adoption.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Co-created a monthly newsletter for customers and contributed to the content development to provide product knowledge within the Software Defined Networking portfolio.

Customer Success Manager

GameOn Technology
San Francisco, CA
06.2019 - 04.2022
  • Identified, cultivated, and pitched potential clients for GameOn including sports organizations, gaming companies, and other new markets and verticals
  • Was GameOn's first CSM that launched and managed relationships with Arsenal, Mike Tyson, Atlanta Hawks, Indiana Pacers, Just For Laughs, Miami FC, PUBG and Riot Gaming
  • Directed and onboarded a team of 3 executives, 3 account managers and 6 staff members.
  • Involved on the client account from contract write up to launch and through to renewal
  • Provided monthly analytic reports to executives and client relationship teams
  • Organized and managed weekly business development meetings
  • Took ownership of social channels from internship to current position by managing accounts on GameOn’s owned channels
  • Managed marketing for external partners to increase consumer engagement
  • Developed sales collateral and research reports for executives
  • Gained familiarity with new technology stacks including Miro to implement and increase productivity for product implementation

Business Development and Marketing Intern

GameOn Technology
San Francisco, CA
06.2018 - 06.2019
  • Supported executive team with a broad set of social media activities, including social media posts, analyses / engagement, and implementing a strategic marketing plan
  • Assisted sales team to quantify and validate opportunities
  • Researched and analyzed potential new markets and verticals for the business development team that helped secure major sports leagues
  • Worked with product marketing team to write and create sales materials and keep them updated with relevant market information
  • Planned and executed GameOn offsite team retreat including budget, travel, tickets, meals and apparel

Education

Master of Arts - Media Studies

University of California, Berkeley
Berkeley, CA
05.2019

Skills

  • Team Building and Leadership
  • Problem-Solving
  • Decision Making
  • Time Management
  • Work Planning and Prioritization
  • Attention to Detail
  • Technology Implementation
  • Project Management
  • Research Ability
  • Product Knowledge
  • Skilled Multi-Tasker

Accomplishments

Divison 1 Women's Swimming & Diving Team

  • NCAA All American
  • Diving Team Captain: 2017-2019
  • Pac-12 Athlete of the Month: Nov. 2019
  • CSCAA Scholar All American: 2016 & 2019
  • Cal Student Athlete Academic Honors: 2017,2018, & 2019

Interests

  • Volunteering
  • Houston Rodeo
  • International Travel
  • Foodie (Sushi)
  • My dog (Mini Bernadoodle & Mini Aussie)
  • Training for Half Marathon

Timeline

Customer Success Manager

IBM SevOne
04.2022 - Current

Customer Success Manager

GameOn Technology
06.2019 - 04.2022

Business Development and Marketing Intern

GameOn Technology
06.2018 - 06.2019

Master of Arts - Media Studies

University of California, Berkeley

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Phoebe Nichols