Summary
Overview
Work History
Education
Skills
Timeline
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Shaneeka Gibson

Austin,TX

Summary

Highly motivated and results-driven Customer Success Manager with a proven track record of driving customer satisfaction and retention. Seeking a challenging position where I can utilize my exceptional relationship-building skills and strategic mindset to optimize customer experiences and contribute to the growth and success of a dynamic organization.

Overview

10
10
years of professional experience

Work History

Senior Customer Success Manager

Salsify INC
10.2021 - 01.2023
  • Served as primary liaison for 70+ mid-market and enterprise accounts, ensuring their success from implementation to expansion, including go-live, renewal, and satisfaction.
  • Fostered trust and expertise-driven relationships with customer stakeholders and executive sponsors, facilitating optimal product adoption and realizing full business value from the solution.
  • Collaborated across sales, product, and engineering teams, conveying client feedback, resolving issues, and shaping the product roadmap. Achieved an impressive 96% renewal rate for my book of business.
  • Offered post-implementation support and troubleshooting for seamless PIM and DAM system operation, addressing client concerns effectively.
  • Performed quarterly business reviews for 95% of my book of business, highlighting growth metrics, opportunities, risks, and contract updates.
  • Offered valuable input to engineering and product teams on requested features, while also identifying enhancement opportunities as the Voice of the Customer.
  • Utilized data-driven insights to monitor client satisfaction and proactively mitigate customer churn risk.
  • Crafted success plans for 88% of my client portfolio, outlining critical business factors, success metrics, addressing potential issues and risks, and offering product and business recommendations.
  • Proactively identify and prioritize accounts to focus efforts within my assigned book of business based on perceived risk, potential growth, strategic value, and renewal timeframe
  • Sustained an advanced level of comprehension of the Salsify Product Line as well system changes and updates, effectively demonstrating these capabilities to educate and prepare both customers and internal stakeholders about the latest features and releases
  • Enhance the scalability of the customer success team by streamlining documentation and optimizing processes.

Customer Success Manager

Estech Group
06.2018 - 01.2021
  • Managed a portfolio of key B2B and B2C E-commerce clients, ensuring their success and long-term satisfaction
  • Increased user adoption of the platform by 70% by implementing a comprehensive Help Center and consistent outbound reach via Ring Central
  • Established Additional Customer Success Practices & Customer Marketing Techniques that resulted in a 95% retention rate of existing customers
  • Played a pivotal role in establishing an extensive knowledge repository that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
  • Oversaw growth of market research function, enabling organization to analyze data to identify and anticipate opportunities for additional website sales
  • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch
  • Stay updated on industry trends and e-commerce best practices to provide valuable insights and recommendations to customers
  • Fostered strong relationships with clients, driving engagement and building lasting partnerships and developed strategies to increase sales and revenue and website contract extensions
  • Create an ongoing transparent and continuously updated inventory of SaaS instances accessible to department heads and cost center owners utilizing Zoho Projects
  • Measured effectiveness of customer success by defining operational metrics, tracking systems, and reporting to executive team
  • Maintained a deep understanding of each customer's priorities, providing valuable recommendations, interpreting results, and facilitating important decision-making processes.

Customer Success Representative

Estech Group
02.2018 - 06.2018
  • Developed and presented a comprehensive migration solution for 90+ customers to adopt the new EsTech Group platform
  • Assisted customers with inquiries, product information, and order processing via phone, email, and live chat
  • Stay updated on industry trends and e-commerce best practices to provide valuable insights and recommendations to customers
  • Developed and implemented pursuit plans for all opportunities with assigned key accounts
  • Gained customer acceptance by demonstrating cost reductions and operations improvements
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
  • Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings
  • Developed site content and graphics by coordinating copywriting, and designing images, icons, banners, and enhancements.

Customer Service specialist

Verizon Wireless
01.2017 - 02.2018
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Adhere to Quality Assurance Outlined Metrics
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Resolved service, pricing, and technical problems for customers by asking clear and specific questions
  • Acted professionally and patiently when addressing negative customer feedback
  • Adhere to Quality Assurance Outlined Metrics
  • Managed call flow and responded to technical support needs of customers


Customer Service Coordinator

Capital one
11.2013 - 01.2017
  • Provided accurate and appropriate information in response to customer inquiries
  • Demonstrated mastery of customer service call script within specified timeframes
  • Addressed customer service inquiries in a timely and accurate fashion
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
  • Built customer loyalty by placing follow-up calls for customers who reported product issues
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Customer Service Lead

TTC Marketing Solutions
04.2013 - 11.2013
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Provided accurate and appropriate information in response to customer inquiries
  • Demonstrated mastery of customer service call script within specified timeframes
  • Addressed customer service inquiries in a timely and accurate fashion
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Ran reports and supplied data to fulfill customer report requirements
  • Led a team of customer service representatives to increase service center profitability
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.

Education

BBA - Business Administration And Management

Texas State University
San Marcos, TX
06.2025

Skills

  • PIM and DAM Systems
  • 7 Years in Customer Success
  • Zoho Proficiency
  • Ecommerce
  • Technical Troubleshooting
  • Jira Proficiency
  • SAAS
  • Solution Development
  • Salesforce Proficiency
  • Industry Trend Expertise
  • Upselling & Cross-Selling
  • Gainsight Proficiency
  • Onboarding & Implementation
  • Client Satisfaction Measurement
  • Slack
  • Cross Functional Collaboration
  • Risk Mitigation
  • G-Suite & Outlook
  • Adoption
  • Account Growth
  • Microsoft Office Efficiency
  • Retention
  • Account Management
  • Presentation Skills
  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Customer Needs Assessment
  • Schedule Management

Timeline

Senior Customer Success Manager

Salsify INC
10.2021 - 01.2023

Customer Success Manager

Estech Group
06.2018 - 01.2021

Customer Success Representative

Estech Group
02.2018 - 06.2018

Customer Service specialist

Verizon Wireless
01.2017 - 02.2018

Customer Service Coordinator

Capital one
11.2013 - 01.2017

Customer Service Lead

TTC Marketing Solutions
04.2013 - 11.2013

BBA - Business Administration And Management

Texas State University

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Shaneeka Gibson