Soffe Watson
Senior Customer Success Manager
Los Angeles,CA
Summary
Dedicated Customer Success professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Reachdesk
Los Angeles, CA
11.2022 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Reachdesk
New York, NY
08.2021 - 11.2022
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Account Manager
Oracle
New York, NY
09.2018 - 08.2021
- Engaged functional areas across prospect or client organizations to uncover future business opportunities.
- Suggested solutions and innovative ideas to meet client needs.
- Served as the primary point of contact for all account-related matters, building trust with key decisionmakers.
- Negotiated prices, terms of sales and service agreements.
- Increased account revenue through strategic planning and effective communication with clients.
- Conducted thorough market research to identify emerging trends and inform strategic planning efforts.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met existing customers to review current services and expand sales opportunities.
Business Development Consultant
Oracle
Los Angeles, CA
07.2017 - 09.2018
- Connected with key stakeholders of companies within the mid-market range and positioned Oracle's Customer Experience solutions.
- Collaborated with sales, solutions consultants, and cross-functional partners to strategize and implement appropriate solutions to address individualized business needs.
- Built sales pipeline using social selling, Sandler selling system, and cold calling methodologies.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to prospects.
- Enhanced company presence at industry events, representing the organization professionally and networking effectively with potential partners.
- Conducted thorough analysis of competitors'' offerings, identifying gaps where our solutions could provide additional value.
Education
Bachelor of Arts - Psychology And Linguistics
University of California, Los Angeles
Los Angeles 05.2001 -
Skills
Problem-Solving
Work Planning and Prioritization
Interpersonal Relations
Customer Account Management
Adaptability
Salesforce proficiency
Employee Coaching and Mentoring
Software Implementation
Customer Journey Mapping
Upselling strategies
Negotiation and Conflict Resolution
Timeline
Senior Customer Success Manager
Reachdesk
11.2022 - Current
Customer Success Manager
Reachdesk
08.2021 - 11.2022
Account Manager
Oracle
09.2018 - 08.2021
Business Development Consultant
Oracle
07.2017 - 09.2018
Bachelor of Arts - Psychology And Linguistics
University of California, Los Angeles
05.2001 -