Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Mann

Middletown,OH

Summary

Enthusiastic and driven expert promoting a successful career engaging clients and establishing lasting partnerships. Smart and well-educated with the desire to see others succeed. Goal-oriented and eager to achieve while further developing skills. Through previous and current employments, I have established excellent communication, planning, and problem-solving abilities. Ready to bring experience and ambition and take on a challenging new role.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Visual Edge IT
08.2022 - Current
  • Analyzed client data to identify inconsistencies and develop strategies to improve client success metrics.
  • Examined project analytics to identify areas of improvement.
  • Conducted training sessions to support team's understanding and product feature utilization.
  • Led process improvement and problem-solving efforts to create standard procedures for client success team.
  • Defined clear targets and objectives and communicated to other team members.
  • Developed detailed plans with broad guidance and direction.
  • Developed and implemented project plans to ensure successful execution.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Assisted in organizing and overseeing projects to drive operational excellence.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Maintained open communication by presenting regular updates on project status to executive management.

Client Success Manager

Core BTS
11.2021 - 08.2022
  • Managed 30 + accounts to retain existing relationships and ensure client satisfaction with their services.
  • Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
  • Hosted status calls, ad hoc meetings, Quarterly Business Reviews, and service desk reviews with clients to promote client satisfaction and keep all parties abreast of changing environment.
  • Assisted clients with strategic processes and provided with necessary tools to achieve success.
  • Tailored customer relationships by determining expected needs and finding correct solutions.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Customer Success Specialist

Core BTS
03.2021 - 11.2021
  • Managed 20+ client relationships and ensured client satisfaction with their services.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.

Managed Services Intern

Blue Chip Consulting Group, LLC.
05.2019 - 03.2021
  • Communicated professionally with colleagues, freelancers, and clients.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
  • Transmitted 150+ documents, organized revisions, and tracked changes.
  • Maintained organized and efficient document flows by using excellent planning and multitasking skills.
  • Prepared documents for projects in accordance with project manager, team, or client specifications.
  • Converted documents from one application to another.
  • Reviewed document management protocols and user activities against internal records policies and document management standards.

Intern

Q-Lab Corporation
05.2017 - 01.2019
  • Sorted and organized files, spreadsheets and reports.
  • Restocked office supplies and retrieved files for staff.
  • Completed research, compiled data, updated spreadsheets and produced timely reports.
  • Ensured information was accurate on in-house documentation.
  • Organized materials and completed various clerical tasks to support accounting operations.
  • Developed business, financial and analytical skills needed for career.

Education

Bachelor of Science - Business Administration And Management

Bowling Green State University
Bowling Green, Ohio
08.2021

Skills

  • Flexible and Adaptable
  • Self-Motivated
  • Organization and Time Management
  • Leadership
  • Project Management
  • Corrective Action Planning
  • Customer Complaint Resolution
  • Customer Service and Assistance
  • Effective Customer Communication
  • Client Rapport-Building
  • Client Relationship Management
  • Customer Retention
  • Customer Satisfaction

Timeline

Customer Success Manager

Visual Edge IT
08.2022 - Current

Client Success Manager

Core BTS
11.2021 - 08.2022

Customer Success Specialist

Core BTS
03.2021 - 11.2021

Managed Services Intern

Blue Chip Consulting Group, LLC.
05.2019 - 03.2021

Intern

Q-Lab Corporation
05.2017 - 01.2019

Bachelor of Science - Business Administration And Management

Bowling Green State University

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Samantha Mann