Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
BusinessAnalyst
Shereen Roche

Shereen Roche

Golden,CO

Summary

Dynamic Senior Customer Success Manager with a proven track record, excelling in strategic leadership and customer engagement. Spearheaded the NPS system implementation, enhancing customer loyalty and retention. Adept at cross-functional collaboration, driving product enhancements, and delivering measurable results in customer satisfaction and lifetime value.

Overview

13
13
years of professional experience

Work History

Senior Customer Success Manager

Phonism
09.2023 - 07.2025
  • Pioneered the development and implementation of the Net Promoter Score (NPS) system, providing actionable insights into customer satisfaction and loyalty.
  • Revitalized Phonism’s Customer Success Management (CSM) program, resulting in improved customer retention and increased customer lifetime value.
  • Managed a diverse portfolio of clients, ensuring their success through proactive support and strategic guidance.
  • Collaborated closely with cross-functional teams to advocate for customer needs and drive product enhancements based on customer feedback.
  • Led efforts to optimize customer onboarding processes, improving time-to-value and customer satisfaction metrics.

Customer Success Manager

Smart Communications
10.2020 - 07.2023
  • Guided and supported customers during the onboarding and implementation phase, ensuring their understanding of product/service features, functionality, and best practices to maximize value.
  • Built strong relationships with customers, fostering trust, addressing concerns, and maintaining open lines of communication through regular check-ins and status updates.
  • Collaborated with customers to develop customized success plans outlining goals, milestones, and strategies ensuring customers leverage the product/service effectively, driving adoption and maximizing value.
  • Monitored customer accounts, identifying potential challenges and areas for improvement, and working with internal teams to address issues promptly.
  • Facilitated customer retention and growth by identifying upsell and cross-sell opportunities, and aligning additional products/services with customer needs.
  • Advocated for customers within the organization, providing feedback and insights to contribute to product development and improvement.

Account Manager

Funding Circle
Denver
04.2019 - 09.2020
  • Provided high-level customer service, meeting monthly production goals and key performance metrics.
  • Identified retention and upsell opportunities, successfully executing small business loans totaling over $100K of monthly revenue.
  • Managed an extensive client pipeline, converting clients from application to funding in an average of one week.
  • Assessed financial statements and debt schedules to determine client fit and overall health.
  • Collaborated with compliance and operations management teams to acquire new business and retain existing clients.
  • Maintained a portfolio of 89 customer accounts totaling $9.2M in sales over 12 months.

Relationship Manager

Konnexe
Denver
09.2018 - 03.2019
  • Built relationships with external senior-level IT executives, channel managers, and vendors to discuss new business opportunities.
  • Drove attendance of IT executive members for round table events and delivered presentations to upsell sponsorships.
  • Managed and facilitated communication with over 200 C-Level members on a community social networking platform to retain and renew memberships.
  • Attended industry events proactively to build relationships, generate new business, and implement marketing strategies.

Account Executive

Corus360
Denver
01.2017 - 01.2018
  • Secured 8 new customer acquisitions and renewed 30 existing accounts in 12 months.
  • Grew business with existing customers by 25% while establishing strong strategic relationships.
  • Analyzed customer feedback to identify deficiencies and recommend business solutions.
  • Implemented marketing campaigns and qualified sales opportunities, leveraging specialty resources to close deals.
  • Partnered with Cloud/SaaS vendors to develop sales strategies.
  • Conducted presentations on multiple IT products and environments to drive business growth.

Senior Business Consultant

Accenture
Arlington
11.2012 - 12.2016
  • Led cross-functional teams to gather requirements, deliver product specifications, and manage events.
  • Established relationships with local IT vendors to drive business opportunities.
  • Analyzed process metrics and recommended improvement plans.
  • Developed strategic plans and performance indicators for solution implementation.
  • Conducted focus groups and trained new hires using Agile methodology.
  • Collaborated with product managers, managed customer requests, and optimized resources.
  • Developed project cost models and organized initiatives for market visibility.
  • Advocated for clients, resolved issues, and managed project status updates for over 100 customers.

Education

Master of Science - Management Information Systems

George Mason University
Fairfax, VA
08.2013

Bachelor of Arts - Communications

George Mason University
Fairfax, VA
08.2009

Skills

  • Strategic Leadership
  • Relationship Building
  • Cross-functional Collaboration
  • Business Acumen & Strategic Planning
  • Results Oriented
  • Consultative Selling
  • Customer Engagement & Value Delivery
  • Project & Program Management
  • Market & Industry Knowledge

Languages

Urdu Native, Hindi Native, English Native

Timeline

Senior Customer Success Manager

Phonism
09.2023 - 07.2025

Customer Success Manager

Smart Communications
10.2020 - 07.2023

Account Manager

Funding Circle
04.2019 - 09.2020

Relationship Manager

Konnexe
09.2018 - 03.2019

Account Executive

Corus360
01.2017 - 01.2018

Senior Business Consultant

Accenture
11.2012 - 12.2016

Master of Science - Management Information Systems

George Mason University

Bachelor of Arts - Communications

George Mason University

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