Summary
Overview
Work History
Education
Skills
Timeline
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SHELLEY-ANN BLACK

Peachtree Corners (Atlanta),GA

Summary

Detail-oriented Customer Success Manager skilled in coordinating product releases, tracking project progress, and facilitating cross-functional collaboration. Experienced in managing on-time project delivery within scope, with a strong focus on performance measurement, process improvements, and effective client communication to drive success.

Overview

14
14
years of professional experience

Work History

Customer Success Manager

ACA GPS, LLC
Cumming, GA
12.2015 - Current
  • Managed client relationships from onboarding to ongoing support, collaborating with employers, HR teams, and compliance officers to ensure smooth integration and compliance adherence
  • Resolved client inquiries across multiple channels (phone, email, ticketing) using Jira with a focus on prompt, accurate responses, achieving a 90% satisfaction rate
  • Proactively identified and mitigated compliance risks, reducing potential issues and ensuring adherence to employer reporting standards
  • Collaborated cross-functionally with Product and Regulatory teams to support feature launches and updates, reducing client-reported issues by 25% post-deployment
  • Served as a primary client liaison with Sales and Support teams to address and escalate complex issues, resulting in a 40% improvement in resolution speed
  • Articulated compliance solution value to clients, driving greater understanding and engagement with reporting requirements
  • Maintained and updated client data in CRM tool supporting seamless collaboration across departments as well as built strong client relationships, contributing to a 90% contract renewal rate by anticipating client needs and delivering consistent value
  • Advocated for clients internally, sharing insights to drive client-centered improvements and increase compliance awareness across teams

Customer Success Manager

Edifice Group
Duluth, GA
03.2015 - 12.2015
  • Increased client retention by 35% through proactive engagement, regular check-ins, personalized success plans, and timely resolution of client-specific challenges
  • Improved customer satisfaction by 28% by conducting quarterly reviews and gathering actionable feedback to align solutions with evolving client needs
  • Served as primary client liaison within an Agile and waterfall environment, aligning with implementation developers, project managers, and UX teams to translate client feedback into actionable insights and improve user experience

Implementation Manager

CDK Global, Inc
Alpharetta, Georgia
11.2010 - 01.2015
  • Led 10+ client implementations through setup, configuration, and go-live, achieving a 90% on-time delivery rate and a seamless deployment experience
  • Trained client teams on product functionality, increasing user adoption and reducing support tickets by 10% within the first 3 months
  • Collaborated with technical teams to resolve setup issues, reducing resolution and ensuring zero critical errors at go-live
  • Served as the primary point of contact for client escalations and managed risks effectively, ensuring quick resolution and minimal project disruption
  • Streamlined processes and trained new hires, boosting customer engagement by 25% through effective issue resolution and proactive support
  • Created and managed project documentation, including schedules and agendas, ensuring clear communication and organized workflows
  • Facilitated client meetings to review project progress, contributing to improved client retention and satisfaction
  • Supported software configuration and testing, ensuring solutions met client specifications before deployment
  • Collected post-implementation feedback, driving continuous improvements in project processes and best practices
  • Utilized KPIs and data-driven insights to build reports, analyze customer cases, and address business-impacting issues, as a subject matter expert on a range of CDK products for Parts and Service Dealer Communications (DCS) applications

Education

B.S - Computer Systems Information

DeVry University
Alpharetta, GA

eSpelman Project Management Certification -

Spelman College
01.2023

User Experience Design Certificate -

Flatiron Schools
01.2020

Skills

  • Account Management
  • Project Management
  • Customer Success
  • Continuous Process Improvement
  • Asana
  • Jira
  • Confluence
  • Smart Sheets
  • CRM/User Experience
  • Reporting Procedure
  • Waterfall
  • Agile and Scrum SDLC
  • Slack
  • Microsoft Teams

Timeline

Customer Success Manager

ACA GPS, LLC
12.2015 - Current

Customer Success Manager

Edifice Group
03.2015 - 12.2015

Implementation Manager

CDK Global, Inc
11.2010 - 01.2015

B.S - Computer Systems Information

DeVry University

eSpelman Project Management Certification -

Spelman College

User Experience Design Certificate -

Flatiron Schools

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SHELLEY-ANN BLACK