Summary
Overview
Work History
Education
Skills
Timeline
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SHANNA CRAVEN

Waxhaw,NC

Summary

Highly accomplished Customer Success Manager with a proven track record in navigating diverse customer portfolios and a strong dedication to achieving exceptional customer satisfaction. Extensive experience in orchestrating customer success, retention, and business development in dynamic environments has sharpened the ability to cultivate partnerships, lead teams, and consistently exceed expectations.

Overview

15
15
years of professional experience

Work History

CUSTOMER QUALITY COORDINATOR

Spirax Sarco
07.2023 - Current
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Act as the voice of the customer by gathering feedback, conducting data analysis, and extracting insights. Utilize this information to drive prioritization,ensuring the delivery of enhanced value across a broader spectrum of customers
  • Facilitate sales quality review board meetings with senior leadership team to identify gaps and drive action with process owners
  • Proactively identify opportunities for process improvements and efficiencies within the customer support operations
  • Track and report on KPIs related to customer satisfaction and work towards continuous improvement

ACCOUNT DIRECTOR

Coats North American
10.2021 - 07.2023
  • Maintained deep understanding of company services and products in order to offer most knowledgeable customer support
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers
  • Resolved problems with high-profile customers to increase return customer base
  • Compiled and analyzed data to determine approaches to improve sales and performance
  • Managed 85 accounts to retain existing relationships and grow share of business
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience

CUSTOMER SUCCESS MANAGER

Coats North American
06.2018 - 10.2021
  • Established strong relationships with key customers, resulting in increased customer loyalty
  • Led team of 12 customer success specialists, providing ongoing training and support to enhance team performance
  • Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Established team priorities, maintained schedules and monitored performance
  • Identified and communicated customer needs to supply chain capacity and quality teams

CREDIT & COLLECTIONS SUPERVISOR

Staples Shared Service Center
09.2009 - 06.2018
  • Acted as central point of contact for both employees and customers on routine credit and collection issues
  • Negotiated to collect balance in full
  • Utilized FP&A targets and Cash forecasting to set team and individual portfolio cash goals using weighted averages and historical trends
  • Built and maintained upstream feedback loops to improve invoicing in order to enable customers to process and pay invoices more quickly
  • Worked closely with Cash Application Operations to identify root causes for delayed payment applications, as well as top customers contributing to the unapplied balance, then hosted training to improve customer remittance behavior and decrease unapplied cash by more than 20%
  • Identified needs and provided training to clarify expectations of collections analyst

Education

Midlands Technical College
West Columbia, SC

Skills

    • Customer satisfaction
    • Adaptability
    • Problem solving
    • Relationship building
      • Communication
      • Negotiation
      • Project Management

Timeline

CUSTOMER QUALITY COORDINATOR

Spirax Sarco
07.2023 - Current

ACCOUNT DIRECTOR

Coats North American
10.2021 - 07.2023

CUSTOMER SUCCESS MANAGER

Coats North American
06.2018 - 10.2021

CREDIT & COLLECTIONS SUPERVISOR

Staples Shared Service Center
09.2009 - 06.2018

Midlands Technical College

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SHANNA CRAVEN