Summary
Overview
Work History
Education
Skills
Timeline
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Reagan Vier

Morristown,NJ

Summary

Results-driven Customer Success Manager with 8+ years of experience in client relationship management and ensuring customer satisfaction. Proven track record of increasing customer retention rates and driving revenue growth through proactive engagement and support strategies. Skilled in identifying customer needs, developing tailored solutions, and providing exceptional support to ensure long-term success and loyalty. Adept at collaborating with cross-functional teams to deliver a seamless customer experience. Seeking to leverage my expertise at Obligo to enhance client relationships and drive business success.

Overview

10
10
years of professional experience

Work History

Customer Success Manager

Obligo
01.2022 - Current
  • Onboard and manage all mid-market partners.
  • Developed & implemented onboarding call scorecards to assist in improving company onboarding process.
  • Created post-onboarding NPS survey to gather customer sentiment and feedback post onboarding.
  • Hold quarterly QBR's with top 25 accounts.
  • Maintain strong relationships with new and existing customers by phone, email, and virtual meetings
  • Conduct regular check-ins and performance reviews with clients to assess their satisfaction levels, identify areas for improvement, and recommend solutions to address their needs.
  • Lead cross-functional teams to address client issues and escalate requests, ensuring timely resolution and a positive customer experience.
  • Utilize data analytics and KPI tracking to monitor client performance and provide insights for strategic account management and growth opportunities.
  • Attend conferences to assist in sales efforts

Customer Success Manager

Hookit | Sponsorship Analytics & Valuation
10.2019 - 01.2022
  • Oversaw insight for agencies, brands, rights holders, venues and other pertinent stakeholders within the sports and entertainment industries to bolster their sponsorship portfolios and strategies.
  • Developed success plans for clients like Ford, Bose, Nissan, Burton that outline metrics for success.
  • Coached clients on social media best practices & how to increase engagement.
  • Optimized the customer journey by providing client support.
  • Maintained deep understanding of the product & speak with clients about the most relevant features/functionality for business needs.
  • Conducted QBRs & EBRs for Tier 1 clients.
  • Maintained 1% brand client churn.
  • Used customer feedback to enhance products and services
  • Adhered to KPIs and reported to team leader during monthly team meetings

Senior Customer Success Manager

DTiQ
03.2016 - 10.2019
  • Acted as the main point of contact and a trusted advisor for customers.
  • Conducted both remote and in-person training sessions to new clients on how to successfully utilize software.
  • Worked in close liaison with Sales, Product, and Development Teams.
  • Reviewed and edited educational plans to ensure customers are provided with additional training/education to fully optimize usage.
  • Coached and Trained new CSM’s & Sales team members on product best practices.
  • Provided client feedback to Product and became an expert on product usage and vision.

Account Coordinator

SGW
09.2014 - 02.2016
  • Served as the main point of contact for customers.
  • Worked as liaison between customer and creative design team.
  • Prepared account service-related documents such as meeting agendas, meeting reports, and proposals.
  • Created and edited marketing copy of projects.
  • Managed client websites.
  • Aided in formulating advertising strategies and scheduling of activities.

Education

Masters of Education -

Durham University
Durham, UK
12-2018

Bachelor of Arts - Global Communications & Media

Ramapo College of New Jersey
Mahwah
12-2014

Skills

  • Customer onboarding
  • Customer Retention
  • Customer Account Management
  • Data Analytics
  • Software Implementation
  • Revenue Growth
  • Report Analysis

Timeline

Customer Success Manager

Obligo
01.2022 - Current

Customer Success Manager

Hookit | Sponsorship Analytics & Valuation
10.2019 - 01.2022

Senior Customer Success Manager

DTiQ
03.2016 - 10.2019

Account Coordinator

SGW
09.2014 - 02.2016

Masters of Education -

Durham University

Bachelor of Arts - Global Communications & Media

Ramapo College of New Jersey

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Reagan Vier