Summary
Overview
Work History
Education
Skills
Timeline
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ROCKY PATEL

ROCKY PATEL

Titusville

Summary

Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.

Overview

8
8
years of professional experience

Work History

Customer Success, Sr. Manager

American Express
09.2021 - Current
  • Collaborated with sales, product, and support teams to optimize onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to assess progress and identify improvement areas.
  • Served as primary point of contact for strategic clients, ensuring prompt issue resolution and effective communication.
  • Implemented personalized success strategies for key accounts to enhance customer satisfaction.
  • Established strong client relationships to foster trust and loyalty, resulting in long-term partnerships.
  • Streamlined workflows through cross-functional collaboration, increasing efficiency within customer success department.
  • Trained new Customer Success Managers through hands-on coaching and mentoring for role preparedness.
  • Achieved revenue targets by managing renewals and identifying upsell opportunities within existing accounts.

Customer Success, Sr. Analyst

American Express
11.2019 - 09.2021
  • Provided marketing process and Salesforce technical expertise in accessible language.
  • Streamlined support processes, enhancing efficiency and reducing resolution times.
  • Compiled internal reports and analyses utilizing data from various departments.
  • Mentored new Customer Success Analysts, promoting best practices and professional growth.
  • Developed a roadmap for next-gen customer support solutions, integrating self-service, bots, and machine learning.
  • Participated in software delivery lifecycle by informing requirements and product roadmaps.
  • Collaborated with Offshore Business Enablement team and two onshore colleagues to optimize processes.

Senior Customer Success Manager

Olo
03.2019 - 11.2019
  • Managed client relationships for 10 enterprise restaurant chains, contributing to $15 million in annual recurring revenue.
  • Increased client engagement through strategic initiatives and proactive communication efforts.
  • Collaborated with cross-functional teams to address issues, enhancing overall service delivery.
  • Analyzed customer feedback to identify trends and drive targeted product improvements.
  • Achieved significant gains in customer satisfaction and loyalty metrics.
  • Led customer success strategies, enhancing retention via personalized solutions and proactive management.
  • Developed data-driven success frameworks, analyzing client usage patterns to inform strategic enhancements.
  • Orchestrated initiatives between product, engineering, and client teams to resolve complex implementation challenges.

Account Implementation Specialist

ServiceTitan
08.2017 - 03.2019
  • Streamlined client onboarding processes, resulting in increased user adoption and satisfaction.
  • Implemented tailored solutions that significantly improved client engagement and retention.
  • Collaborated with cross-functional teams to enhance account setup procedures.
  • Resolved client issues promptly, boosting service efficiency.
  • Led enterprise implementation projects while optimizing onboarding and operational workflows.
  • Managed client transitions effectively, reducing implementation timelines and ensuring best practices were followed.
  • Guided clients through platform adoption, addressing technical challenges and maintaining proactive communication.
  • Simultaneously managed multiple implementation projects, adhering to strict deadlines without sacrificing quality.

Education

Accounting -

Salve Regina University
05.2010

Skills

  • Strategic planning
  • Cross-functional collaboration
  • Operations management
  • Cross-functional team coordination
  • Data-driven decision making
  • Documentation and reporting
  • Cross-functional communication
  • Organizational development

Timeline

Customer Success, Sr. Manager

American Express
09.2021 - Current

Customer Success, Sr. Analyst

American Express
11.2019 - 09.2021

Senior Customer Success Manager

Olo
03.2019 - 11.2019

Account Implementation Specialist

ServiceTitan
08.2017 - 03.2019

Accounting -

Salve Regina University

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