Shana England
San Antonio,TX
Summary
Customer success professional with experience in MSP environments, client relationship management, and technical support. Skilled in delivering proactive account management, managing complex IT/website projects, and communicating technical concepts to non-technical clients. Recognized for my ability to solve problems, foster cross-functional collaboration, and drive customer outcomes that enhance retention and satisfaction.
Overview
6
6
years of professional experience
Work History
Marketing & Client Success
SG Computers
11.2024 - Current
- Manage a portfolio of 17 MSP clients, including monthly success meetings for 3 high-touch accounts, addressing pain points, reviewing SLAs, and reducing churn risk.
- Partner with clients to plan quarterly project roadmaps, improving communication and long-term retention.
- Lead website redesign initiatives, collaborating with designers and developers to implement UX improvements, SEO improvements, and refreshed branding.
- Oversee PM work between the SEO team and development team, ensuring deadlines and quality.
- Support escalations by translating technical issues into clear, actionable explanations for clients.
- Developed and maintained courteous and effective working relationships.
Project Manager
SG Computers
01.2024 - 11.2024
- Coordinated multi-team IT projects involving engineers, support staff, and developers within an MSP environment.
- Managed timelines, deliverables, and communication to ensure on-time project completion.
- Improved project flow by organizing processes and documentation, increasing team efficiency.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Senior Customer Service Associate
Allurion Technologies
01.2022 - 12.2023
- Provided technical support to all end-users and clinics using the Allurion weight loss suite (app, scale, balloon).
- Resolved hardware and software issues, ensuring uninterrupted functionality and a high-quality user experience.
- Developed thorough troubleshooting guides and support documentation that were utilized by both clinics and internal teams.
- Supported clinic onboarding by providing training, guidance, and product adoption support.
- Mentored junior associates, fostering skill development and team cohesion.
- Resolved complex customer inquiries, ensuring timely and accurate responses.
Project Manager
SG Computers
11.2019 - 01.2022
- Served as primary client contact, ensuring clear communication, requirement gathering, and issue resolution.
- Coordinated projects across IT specialists, engineers, and support teams.
- Strengthened client satisfaction through proactive communication and relationship-building.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Education
ACE Health Coach Certification -
ACE
Remote2026
Google UX Design Foundations Certificate -
Google
RemoteB.S. - Information Technology, Web Design & Development
Southern New Hampshire University
Remote03.2020
Skills
- Client Retention
- Account Management
- MSP Customer Success
- Onboarding
- Relationship Building
- Technical Troubleshooting
- Website Redesign
- Project Coordination
- Digital Marketing
- Social Media Management
- Email Marketing
- CRM Systems
- Zendesk
- Communication
- KPI Tracking
Timeline
Marketing & Client Success
SG Computers
11.2024 - Current
Project Manager
SG Computers
01.2024 - 11.2024
Senior Customer Service Associate
Allurion Technologies
01.2022 - 12.2023
Project Manager
SG Computers
11.2019 - 01.2022
ACE Health Coach Certification -
ACE
Google UX Design Foundations Certificate -
Google
B.S. - Information Technology, Web Design & Development
Southern New Hampshire University