Randall Flash
Summary
Strategic Director of Customer Success with 9+ years' experience with B2B and B2C startups. Industry experience in technology (SaaS) and professional services such as government contracting, nonprofits, and public health. Expert in increasing productivity and customer satisfaction while driving revenue through account expansion.
Overview
9
9
years of professional experience
Work History
Director of Customer Success
CLEAR IMPACT
04.2021 - Current
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Built a high-performing Customer Success team by playing a proactive role in the hiring, training, and the onboarding process.
- Demonstrated products through a weekly "Learn With Us" session for new and existing clients to show our customers the benefits and value of our products.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Leveraged churn analysis and the best adoption practices in our sector to discover new growth opportunities and resolve business obstacles.
- Maintained active customer conversations through regular and consistent engagement.
- Prepared and presented weekly performance reports and market insights to the Clear Impact RevGen team while seeking growth opportunities and recommendations.
- Collaborate with cross-functional teams and team leaders to inform product alignment for account growth.
Customer Success Manager
CLEAR IMPACT
01.2017 - 04.2021
- Lead a team of 7 to manage customer accounts at a software company specializing in performance management and results-based accountability.
- Focused on fostering positive relationships with each client.
- Advocated for each customer, often serving as a liaison between Clear Impact leadership and the customer.
- Ensured any inquiries are promptly answered by the team
- Recommended and encouraged changes to products on behalf of customers.
- Established achievable goals for the team and measured performance to identify ways to improve our products.
- Immediately generated $7k in sales within one month of the company launching an account-based responsibility framework.
- Created the Net Promoter Score (NPS) system to accurately measure customer satisfaction.
- Quickly increased the score from the initial 17 to 80.
- Expanded revenue after successfully onboarding new clients from New Zealand, South Africa, and Australia
- Reduced employee turnover from 5% to 1.05% during the pandemic while consistently improving customer satisfaction.
- Boosted customer satisfaction, encouraged repeat business, and increased monthly revenue 12% by revamping the customer loyalty program.
Account Representative
CLEAR IMPACT
01.2017 - 06.2018
- Lead a team of 7 to manage customer accounts at a software company specializing in performance management and results-based accountability
- Focus on fostering positive relationships with each client
- Advocate for each customer, often serving as a liaison between leadership and the customer
- Ensure any inquiries are promptly answered by the team
- Recommend and encourage changes to products on behalf of customers
- Build a high-performing Customer Success team by playing a proactive role in the hiring, training, and onboarding process
- Establish achievable goals for the team and measure performance to identify ways to improve
- Immediately generated $7k in sales within one month of the company launching an account-based responsibility framework
- Created the Net Promoter Score (NPS) system to accurately measure customer satisfaction
- Quickly increased the score from the initial 17 to 80
- Expanded revenue after successfully onboarding new clients from New Zealand, South Africa, and Australia
- Reduced employee turnover from 5% to 1.05% during the pandemic while consistently improving customer satisfaction
- Boosted customer satisfaction, encouraged repeat business, and increased monthly revenue 12% by revamping the customer loyalty program.
Social Media Consultant
THE SOCIAL STAGE
02.2015 - 11.2016
- Established social media strategies for a wide range of clients at a boutique social media agency specializing in small business promotion.
- Educated clients on social media platforms and services, making suggestions to help them grow their online presence.
- Communicated with clients to better understand their needs and create content that aligned with their goals.
- Conducted market research and developed engaging, high-quality content to attract target audiences.
- Improved content and boosted the client's ROI by monitoring key SEO data and Google Analytics, adjusting strategies as quickly as possible to maximize results.
- Increased audience engagement by strategically planning weekly content and identifying industry trends.
Sales Representative
SEATTLE SYMPHONY
11.2015 - 10.2016
- Assisted customers with purchasing tickets for the top-rated Symphony in the World.
- Generated leads and connected with potential customers through cold calling.
- Communicated with clients and offered support by phone, online chat, and in-person.
- Maximized revenue by upselling customers on season ticket packages.
- Sold $40k+ in ticket sales for the Symphony within one year, surpassing expectations by $30k.
Education
Bachelor of Science - Music
Washington Adventist University
Takoma Park, MD03.2010
Skills
- Team Leadership
- Project Management
- Account Management
- Market Research
- Clear Impact Scorecard
- QuickBooks
- HubSpot
- Salesforce
- Google Analytics
- New Business Development
- Customer Trend Analysis
- Contract Management
- Software Feature Demonstrations
Timeline
Director of Customer Success
CLEAR IMPACT
04.2021 - Current
Customer Success Manager
CLEAR IMPACT
01.2017 - 04.2021
Account Representative
CLEAR IMPACT
01.2017 - 06.2018
Sales Representative
SEATTLE SYMPHONY
11.2015 - 10.2016
Social Media Consultant
THE SOCIAL STAGE
02.2015 - 11.2016
Bachelor of Science - Music
Washington Adventist University
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