Sarah Sanchez
Chicago,Illinois
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective in driving revenue, growing market share and building highly profitable account bases for diverse organizations. Ready to bring 11 years of experience and take on challenging new role.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Riskonnect, Inc
12.2021 - Current
- Managing a Client book worth over $4 million.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Established strong relationships with key customers, resulting in increased customer loyalty and retention.
- Worked with sales and product teams to address customer success objectives. Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Assisted customers with product setup to foster successful adoption and usage.
Client Relationship Manager
SMS Assist
08.2020 - 11.2021
- Assessed client needs and developed plans to adequately address current and future objectives.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with the sales team and leveraging productive and open client communications.
- Surpassed growth targets and revenue projections by coordinating and planning proactive services to pitch to high value clients.
- Resolved all vendor and account problems efficiently while exceeding sales quotas.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Owned all aspects of sales planning, development, and team and account management for multiple high level clients with over 1,500 locations nationwide.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
Customer Service Manager
Meats by Linz Inc.
11.2012 - 08.2020
- Establish client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients to ensure satisfaction
- Secure high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Develop highly empathetic client relationships while earning a reputation for exceeding service standard goals
- Address problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction
- Investigate and resolve customer inquiries and complaints in an empathetic manner
- Negotiate short- and long-term contracts with sales associates, franchisees and customers
- Document account activities and generate sales reports
- Provide excellent service and attention to customers in face-to-face encounters and through phone conversations
- Create training guides and in-person and online training courses to improve customer user experience
Food Service Manager
SODEXO
06.2011 - 10.2012
- Supervised, trained and developed team members in accordance with company policies and procedures.
- Assisted the team in meeting sales, stock loss, labor objectives and margin goals to increase profitability.
- Conducted performance reviews.
- Developed knowledge about products and sales items to answer shoppers' questions.
Education
MBA - Human Resource Management
Capella University
Minneapolis, MN2014
Bachelor of Science - Hospitality and Tourism Management
Purdue University
West Lafayette, IN2011
Skills
- Relationship building and management
- Growth Strategies
- Revenue Generation
- Risk mitigation
- Client renewals and prospecting
- Business operations knowledge
- ROI understanding
- Effective workflow management
- Sales proficiency
- Customer Retention
- Exceptional interpersonal communication
- Teamwork and Team Leadership
- Project Management
- Inter-department collaboration
- Account Management
- Personnel training and development
Accomplishments
- Elected to be the Exterior Department's representation on SMS Assist's Council Board which presents culture and company initiatives as well as departmental achievements to senior leadership members
Timeline
Customer Success Manager
Riskonnect, Inc
12.2021 - Current
Client Relationship Manager
SMS Assist
08.2020 - 11.2021
Customer Service Manager
Meats by Linz Inc.
11.2012 - 08.2020
Food Service Manager
SODEXO
06.2011 - 10.2012
MBA - Human Resource Management
Capella University
Bachelor of Science - Hospitality and Tourism Management
Purdue University
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