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
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
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
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
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
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 -
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