Shonel Symister
Clifton,New Jersey
Summary
Experienced customer-centric professional with an entrepreneurial mindset and over 8 years of dynamic SaaS tech consulting experience. Proven track record in building lasting partnerships and leading strategic communication to align innovative solutions with client needs. Passionate about promoting collaborative success and mutual growth, always striving to deliver exceptional results.
Overview
7
7
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER
RECHARGE PAYMENTS
06.2021 - 04.2024
- Built strong relationships with a book of business of 60-100 merchants with an MRR between $25K-$149K and tailored solutions that met their unique requirements that established a broad scale process in their first 90 days
- Saved & Salvaged accounts saving the company over $100K in ARR during my first year using Risk Mitigation strategies, along with contributing collectively to building an upgrade/upsell pipeline.
- Collaborated cross-functionally with marketing, product development, operations, engineering, and technical support teams to ensure customer satisfaction and product enablement
- Strategically led bi-weekly/monthly meetings with key stakeholders along with conducting QBRs with developed Merchant Action Plans to set merchants up for success with strategic recommendations and potential solutions for greater performance
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
ACCOUNT MANAGER
Clyde
09.2020 - 04.2021
- Developed and managed a proactive account management strategy with a book of business of 25-50 merchants spanning in different industries/verticals.
- Attained KPIs and ensured retention rates remained above 85% and NPS scores remained above 75%
- Preparedly conducted QBRs, performance reviews, strategically led Bi-weekly/Monthly cadences, and developed account plans to set merchants up for success through optimization with Clyde's warranty platform
- Developed strong relationships that understood each merchants unique needs and identified growth opportunities to improve platform usage and increase customer satisfaction
- Worked collectively cross-functionally on developing knowledge base information and processes to create an efficient structure within the Merchant Success Department and throughout the organization
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
CROWDFUNDING SALES EXECUTIVE
Easyship
03.2019 - 01.2021
- Built an entire business segment (Crowdfunding) focusing on both inbound and outbound leads along with partnerships with agency partners; this sector alone has accelerated Easyship's visibility and added an additional 30% in company revenue
- Utilize sales techniques and strategies to build relationships with C-suite executives and generated $400k - $600k GMV quarterly
- Trained and mentored team members on sales strategies and techniques which in turn increased GMV for crowdfunding by 2x's
- Optimized shipping procedures, leading to $3.4m in revenue and higher client satisfaction levels at Easyship while maximizing the company shipping platform campaigns - smooth end-to-end experience
- Pioneered efforts with Indiegogo, Kickstarter, and agency partners (eg
- Launchboom, Backerkit, CrowdOx, Lemon Light, Hawke Media) that led to official partnerships and opened doors for new and exciting agency partnerships
- The official partnerships led to 100+ leads a quarter that have generated $1.6m GMV in return during my time
- Aligned clients with tools and logistic resources such as international tax policies, fulfillment partnerships, and crowdfunding insights to maximize results, increase conversion, and reduce cost with competitive pricing
CUSTOMER SUCCESS MANAGER
Easyship
07.2017 - 02.2019
- Cultivated long lasting relationships which created an opportunity to introduce and upsell new features in turm increased retention by 18% MoM and allowed me to achieve top CSM for the North America market
- Oversaw 15+ C-suite inbound clients quarterly along with SMB clients and acted as the primary point of contact for any customer concerns and inquiries, plus ensured a smooth onboarding process
- Engaged in updated knowledge on company services and trained 2 CSMs that led to an increase in conversion
- Established the CSM department and collaborated with different departments to streamline processes utilizing playbooks, CRM, and sales tools to continue optimizing efficiency and growth
BUSINESS DEVELOPMENT EXECUTIVE
Easyship
06.2017 - 02.2018
- Exceeded monthly quota of $120K in GMV MoM and top 3 Sales leader company-wide resulted in a promotion and transition into a CSM role
- Facilitated the implementation of new tools such as etailinsights, Hunter.io, Skrapp.io, to expand the company's client base by identifying potential clients that led to an increase in lead generation, which in turn resulted in $1.7m in revenue over 1 year
- Developed and maintained a growth strategy that focused on increasing revenue and customer satisfaction that built long term relationships with new and existing clients
- Collaborated with stakeholders and cross-functional teams with developing and implementing new and innovative ways to improve Easyship's product and services
Education
Master of Business - Leadership and Innovation
Felician University
Rutherford, NJ05.2017
Bachelor of Fine Arts - Dance
Rutgers University
New Brunswick, NJ12.2009
Skills
- Customer Success
- Account Management
- Business Development
- Partner/Technology Management
- Strategic Planning & Development
- Onboarding
- Lead Generation
- Risk Mitigation
- Customer Satisfaction
- Customer Relationship Management
- Proficiency in Salesforce & Hubspot
- Operations & Technical Support
- Leadership and Teamwork
- Diversity, Equity, & Inclusion Leadership
Timeline
CUSTOMER SUCCESS MANAGER
RECHARGE PAYMENTS
06.2021 - 04.2024
ACCOUNT MANAGER
Clyde
09.2020 - 04.2021
CROWDFUNDING SALES EXECUTIVE
Easyship
03.2019 - 01.2021
CUSTOMER SUCCESS MANAGER
Easyship
07.2017 - 02.2019
BUSINESS DEVELOPMENT EXECUTIVE
Easyship
06.2017 - 02.2018
Master of Business - Leadership and Innovation
Felician University
Bachelor of Fine Arts - Dance
Rutgers University
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