Summary
Overview
Work History
Skills
Cultural Champion in October 2019
Timeline
Generic

Shetera Cosey

Client Success And Experience Manager
Porter,TX

Summary

Results-driven Senior Client Success Manager at Questco, with extensive experience in relationship building and client advocacy. Skilled in leveraging CRM software, I deliver actionable insights and customized solutions that drive client satisfaction and long-term retention. By fostering strong partnerships and proactively addressing challenges, I ensure clients consistently meet their objectives and achieve sustained success. Passionate about collaboration, I thrive in creating value for clients while optimizing overall business outcomes.

Overview

10
10
years of professional experience

Work History

Senior Client Success Manager

Questco
The Woodlands, TX
08.2019 - Current
  • Built and nurtured long-term relationships with a diverse portfolio of 200+ SMB clients by acting as a trusted partner and advisor, ensuring consistent value delivery throughout the customer journey.
  • Facilitated strategic client conversations through regular check-ins, success planning sessions, and tailored recommendations to align platform usage with evolving business needs.
  • Developed a deep understanding of client business objectives to proactively identify solutions and potential areas for added value.
  • Proactively collaborated with internal stakeholders to champion client feedback, ensuring products and services continuously met client expectations and delivered meaningful business outcomes.
  • Maintained a client-centric approach to every interaction, contributing to increased client satisfaction, retention, and organic account growth.
  • Act as a strategic thought partner to clients by aligning platform capabilities with client-specific goals, enabling clients to achieve measurable business outcomes.
  • Served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction for over 2000 WSE.

Human Resources Benefits Administrator

HR&P Solutions
Houston, Texas
06.2015 - 07.2019
  • Provided inbound and outbound call support, addressing employee inquiries related to benefits and offering clear guidance.
  • Maintained consistent communication with clients regarding pre-employment processes, new hires, terminations, and system navigation.
  • Delivered expert assistance to employees throughout the onboarding process and benefits enrollment, ensuring a smooth experience.
  • Adapted quickly and worked effectively in a fast-paced environment, meeting tight deadlines and managing competing priorities.
  • Demonstrated innovative problem-solving skills by streamlining workflows and creating efficient processes.
  • Collaborated with the Payroll Team to ensure the timely and accurate processing of payments for new hires and terminated employees.
  • Processed Change of Status requests promptly, maintaining accuracy and efficiency.
  • Reviewed and identified incomplete benefit enrollment documentation, ensuring all required information was provided for timely processing.
  • Managed 2000 employees across compensation, benefits, HRIS and payroll departments for optimal productivity.

Skills

Relationship management

Client education

CRM software

Financial acumen

Client onboarding

Customer relationship building

Account management

Customer advocacy

Cross-functional coordination

Customer onboarding

Teamwork and collaboration

Problem-solving

Positive attitude

Time management

Problem-solving abilities

Excellent communication

Cultural Champion in October 2019

The Cultural Champion at Questco is an esteemed role awarded to one individual who embodies the company’s core values and contributes to creating a positive, inclusive, and collaborative workplace culture. This individual is nominated by executive leadership from a pool of standout candidates across the organization, each demonstrating exceptional dedication to Questco’s mission and vision.

Timeline

Senior Client Success Manager

Questco
08.2019 - Current

Human Resources Benefits Administrator

HR&P Solutions
06.2015 - 07.2019

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Shetera CoseyClient Success And Experience Manager