Sicoria Mack
Shreveport,LA
Summary
Results-driven Customer Success and SaaS support professional with over 4 years of experience in client onboarding, product adoption, and retention for enterprise and SMB accounts. Managed complex implementations, resolved technical issues, and enhanced customer experiences. Collaborated with Product and Engineering to address challenges and optimize workflows, guiding customers from onboarding to long-term success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Client Support Analyst (Premier/Enterprise Support)
Brightly Software, A Siemens Company
Raleigh, NC
01.2026 - Current
- Lead structured onboarding and implementation support, ensuring clients successfully adopt platform features and realize value quickly
- Owned post-sale experience for enterprise clients, serving as primary point of contact to drive onboarding, resolve issues, and facilitate ongoing product adoption
- Manage a portfolio of high-value accounts, balancing multiple priorities including troubleshooting, follow-ups, and proactive engagement
- Analyze customer usage trends to identify risks, improve adoption, and enhance overall customer experience
- Partner with Product and Engineering to escalate issues, provide customer feedback, and influence product improvements
- Delivered executive-level updates and strategic guidance to stakeholders, enhancing alignment and decision-making
- Mentored team members, fostering knowledge sharing and contributing to development of scalable support processes
Client Support Analyst (Premier Support)
Brightly Software, A Siemens Company
Raleigh, NC
01.2024 - 01.2026
- Facilitated onboarding and ensured ongoing success for enterprise SaaS clients by resolving complex technical and product-related issues
- Played a key role in improving client retention through consistent, high-quality support and proactive communication
- Coordinated cross-functional efforts to streamline implementation workflows and enhance resolution times
- Identified recurring issues and contributed to process improvements that increased efficiency and reduced escalations
- Documented cases and generated reports in Salesforce to monitor performance and assess customer health
- Trained new hires on product knowledge, troubleshooting frameworks, and support processes
Client Support Specialist
Brightly Software, A Siemens Company
Raleigh, NC
06.2022 - 12.2023
- Delivered high-volume customer support across phone, email, and chat while maintaining strong satisfaction metrics
- Assisted customers with onboarding questions and product navigation, improving early-stage adoption
- Troubleshot software issues and escalated complex cases, ensuring swift resolutions and customer satisfaction
- Documented customer interactions and insights, enabling data-driven reporting and ongoing service improvement
- Achieved performance metrics in fast-paced environment, managing 30+ interactions daily
Customer Support Specialist
GDIT Integrated Technology Center
Bossier City, LA
04.2018 - 04.2022
- Managed high-volume support (80+ interactions daily) while maintaining a 98% customer satisfaction rating
- Established strong customer relationships through effective communication and problem-solving techniques.
- Documented and tracked customer interactions in Salesforce, ensuring accurate records for accountability and reporting.
- Trained team members on support workflows and best practices as a team lead
- Assisted immigration applicants with case status updates and secured appointments with local immigration offices for documentation related to work and travel.
Beverage Server
Horseshoe Casino
Bossier City, LA
10.2010 - 12.2017
- Delivered exceptional customer service in fast-paced, high-volume environment
- Managed customer needs and resolved issues to ensure satisfaction
- Created memorable experiences through attentive service and genuine concern
Telephone Operator
Walmart Supercenter
Bossier City, LA
02.2008 - 09.2010
- Coordinated interdepartmental communication to resolve customer inquiries efficiently
- Maintained accurate interaction records to support store analytics and decision-making
- Collaborated with Asset Prevention team to address incidents of customer theft
Education
Some College Coursework - Criminal Justice
LSU Shreveport
Shreveport, LASkills
- Account Management (Premier Support/Enterprise)
- SaaS implementation
- Onboarding activation
- Customer Relationship Management
- Customer insights
- Client retention
- Technical troubleshooting
- Customer Data Analysis
- CRM & Support Tools (Salesforce, Confluence)
- Process optimization
- Cross-functional collaboration
Certification
Public Trust Clearance, U.S. Government (DHS), 12/31/26
Accomplishments
- Promoted twice within Brightly Software, advancing to Senior Client Support Analyst
- Selected to support high-value enterprise accounts as a trusted advisor
- Recognized as a subject matter expert across teams
- Trained and mentored new hires, improving onboarding and team performance
- Consistently contributed to strong customer satisfaction and retention outcomes
Additional Information
Advanced proficiency: Salesforce, Power BI, Qlik, Confluence, Microsoft Office, Strong background in SaaS environments, customer onboarding, and technical support
Timeline
Senior Client Support Analyst (Premier/Enterprise Support)
Brightly Software, A Siemens Company
01.2026 - Current
Client Support Analyst (Premier Support)
Brightly Software, A Siemens Company
01.2024 - 01.2026
Client Support Specialist
Brightly Software, A Siemens Company
06.2022 - 12.2023
Customer Support Specialist
GDIT Integrated Technology Center
04.2018 - 04.2022
Beverage Server
Horseshoe Casino
10.2010 - 12.2017
Telephone Operator
Walmart Supercenter
02.2008 - 09.2010
Some College Coursework - Criminal Justice
LSU Shreveport