Robin Sahota
Dallas,TX
Summary
Highly motivated and results-driven professional with a proven track record of driving customer satisfaction, retention, and growth, Skilled in building strong relationships, providing exceptional support to meet customer needs, and leveraging data insights to articulate innovative solutions for client success.
Overview
4
4
years of professional experience
Work History
Senior Customer Success Manager
Backhouse Brands
10.2022 - 05.2023
- Established and organized the Customer Success department as a start-up environment possessing entrepreneurial spirit implementing strategies with analytical mindset that better assist achieving customer’s goals with emotional intelligence
- Promoted customer engagement by setting up financial metrics, analyzing data to identify industry trends and patterns, develop strategies for new opportunities, and focused in areas for improvement to interpret data to resolve customer issues, educate customers, and build customer loyalty
- Developed and implemented customer success principles to ensure successful product launches and create plans to successfully achieve overall product vision
- Created personal onboarding experiences for new customers, including assigning appropriate resources to align with customer goals and objectives, provide accurate information, and provide training and exceptional customer service to set up a winning culture
- Tracked customer satisfaction metrics such as product usage, successful product rollouts, adoption rates, engagement levels, retention rates, and identify trends for portfolio expansion opportunities
- Collaborated with sales teams to develop cost-effective strategies for upsell and cross-sell opportunities and supervise training on product adoption
- Oversaw a team of 8 members who were within sales, onboarding, and Customer Success teams and ability to lead them to increase awareness on product performance and manage multiple projects.
Operations and Customer Success Manager
Dickey's Barbecue Pit
05.2021 - 10.2022
- Managed and optimized end-to-end customer success operations, including: facilitating onboarding, platform experience, client relationships, and growth to meet key metrics with products/services
- Developed and maintained relationships with large book of clients including 700 store owners and 25 partners to meet customer needs, facilitate user engagement, and increase user satisfaction with ability to work independently or collaboratively
- Collaborated to work cross-functionally to develop fast paced expansion strategies for driving customer satisfaction by creating brand marketing campaigns, launching advertising promotions and meeting project schedules to execution that helps drive traffic to create new opportunity funnels for revenue
- Grew 3rd Party orders by 250% YoY and generated over $1M in revenue by implementing new marketing strategies and up-selling/cross selling techniques that were highly efficient to increase channel sales
- Oversaw a team of 15 staff members, growing leadership skills including evaluating performance, providing feedback and coaching for outreach sales calls, and utilizing brainstorming sessions to drive results and act as leader
- Delivered presentations on product features, benefits, and value propositions at online and in-person meetings to clients, organizations, and stakeholders in executive level meetings
- Served as main point of contact to meet all 700 stores needs and inquiries with strong problem-solving skills, ability to handle multiple projects with solid time management skills, and possessing interpersonal skills including online presentations.
Microsoft Customer Expert
Best Buy
10.2019 - 05.2021
- Attained monthly/quarterly sales goals set by Microsoft for computer department at Best Buy store by interacting with customers and building customer relationships
- Provided technical support to customers utilizing Microsoft products such as Windows, Office and Skype
- Resolving customer-facing issues relating to installation, configuration, customization and usage of Microsoft products
- Assisted customers in selection of appropriate Microsoft products and software applications from Microsoft suite and maintained 75% software attachment rate
- Implemented new marketing tactics to grow sales and provide training sessions for in-department employees to execute new strategies.
Education
BBA - Marketing And Business Management
University of Texas At Arlington
Arlington, TX08.2020
Skills
- Account management
- Billing
- Client adoption
- Client feedback
- Client relationship
- Client renewals
- Client retention
- Communication
- Customer relation skills
- Data-driven approach
- Entrepreneurial approach
- Interpersonal skills
- Process improvement
- Product adoption
- Product launches
- Project management skills
- SaaS
- Technical skills
- Google Suite
- Hubspot
- Microsoft Office Suite
- Mondaycom
- Pipedrive
- Salesforce
- Slack
- Zendesk
- Zoom
Timeline
Senior Customer Success Manager
Backhouse Brands
10.2022 - 05.2023
Operations and Customer Success Manager
Dickey's Barbecue Pit
05.2021 - 10.2022
Microsoft Customer Expert
Best Buy
10.2019 - 05.2021
BBA - Marketing And Business Management
University of Texas At Arlington
Similar Profiles
Joseph ParkerJoseph Parker
Tradesman Plumber at Backhouse Jones GroupTradesman Plumber at Backhouse Jones Group
Omar EsquivelOmar Esquivel
Warehouse Lead at Corelle Brands/Instant BrandsWarehouse Lead at Corelle Brands/Instant Brands
Varun BhalodwalaVarun Bhalodwala
Information Technology Business Partner at FGF Brands/Wonder BrandsInformation Technology Business Partner at FGF Brands/Wonder Brands