SANDRA FRANCESCHI
Sr. Customer Success Manager
Crystal Lake,IL
Summary
Customer Success Leader | SaaS Solutions Strategic and results-driven leader with expertise in ensuring customer and organizational success through effective relationship building, customer service value initiatives, and customer needs assessment. Proven success in identifying gaps, streamlining workflows, and implementing process improvements.
Overview
15
15
years of professional experience
6
6
Certification
Work History
Senior Customer Success Manager
01.2019 - Current
- Analyze each escalation, including researching, planning, and delivery of schedules
- Develop tracking reports in Smartsheet and Business Intelligence (BI) tools to establish mitigation plans and data tracking
- Train and mentor employees for Enterprise/Strategic department in issue resolution and best practices
- Key Accomplishments:
- Achieved 96% closed rate on “at-risk customers”, resulting in customer contract renewals
- Enhanced reporting requirements across business lines through data analytics by assisting top leaders
- Decreased waiting time from 7 days to 3 business day resolution by eliminating stress for CSM through development
- Played a instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues
- Created customer support strategies to increase customer retention
- Collaborated with sales and product teams to address customer success objectives
Sr. Analyst Customer Success
01.2015 - 01.2019
- Led cross-functional department involvement by developing the strategic plan to ensure the achievement of customer expectations during all phases of implementation while securing deliverable customer schedules
- Designed and executed ordering process through Smartsheet for all third-party vendors to be implemented company-wide
- Coached Customer Success Managers on preparing and delivering Quarterly Business Reviews and how to highlight improvements/potential growth opportunities
- Achieved top NPS scores and growth, winning Diamond Club from 2016 – 2019 for top revenue and retention by ensuring account management procedures were aligned to Verizon targets
- Ranked top Customer Success Manager by growing book of business to $7.2M in 1 year while increasing reseller revenue from pilot existing account base through strong relationship building
- Met and exceeded procurement targets through new/innovative thinking and developing/overseeing the implementation of customer service protocols
Regional Office Manager
KOS SERVICES LLC
01.2010 - 01.2015
- Oversaw daily operations, budget management, and setting of performance objectives
- Developed and implemented business, marketing, and advertising plans
- Ensured products and services complied with regulatory and quality standards
- Prepared and presented statements, analyses, and reports of operations/finances
- Effectively handled escalated customer issues, incident reports, and legal actions
- Optimized operational efficiency and cost-effectiveness through strategic planning and evaluation.
- Completed bi-weekly payroll for 25 employees
- Managed supervisor itinerary and appointments and streamlined scheduling procedures
- Coordinated office events, seminars and meetings for staff and clients
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Education
Bachelor of Science - Business Administration
Universidad De Puerto Rico
Mayaguez, PRSkills
- Conflict Resolution
- Risk Assessment
- Customer Service
- Project Management
- Data Analytics
- Problem Solving
- Relationship Building
- Scrum & Agile Methodology
- Training & Staff Development
- Collaborative Communication
- Microsoft Office Suite, Google Suite, Salesforce, Gainsight, Smartsheet
- Business Development
- Staff Leadership
- Customer Retention
- Revenue Growth
- Strategic Account Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- Data Analytics
- Project Manager
- Scrum Master
- Smartsheet Product
- Agile Mindset
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Senior Customer Success Manager
01.2019 - Current
Sr. Analyst Customer Success
01.2015 - 01.2019
Regional Office Manager
KOS SERVICES LLC
01.2010 - 01.2015
Bachelor of Science - Business Administration
Universidad De Puerto Rico