Spencer Trotman
New York
Summary
Customer Success Manager with an expertise in data-driven solutions. Proficient in relationship management, enhancing platform capabilities and leading teams to surpass client expectations.
Overview
6
6
years of professional experience
Work History
Client Solutions Manager
Rediq
01.2022 - 01.2025
- Promoted to lead Client Solutions team with four direct reports.
- Regularly analyzed program performance in relation to client business goals and offer consultative advice
- Increased platform predictive capabilities by 20% through optimized customer data reporting
- Managed key accounts and created tailored plans that significantly boosted customer growth and satisfaction
- Improved customer onboarding process, resulting in a 25% increase in customer retention rates
- Led product adoption initiatives that increased customer satisfaction by 30%
- Demonstrated expertise in account management to develop strategic plans for customer growth, leading to an increase in overall revenue
- Developed training programs for new hires focusing on effective customer support, improving the overall quality of service
Client Product Coordinator
Rediq
06.2019 - 01.2022
- Utilized Salesforce Service Cloud for ticket tracking and client communication to resolve issues and diagnose product bugs
- Orchestrated the processing of over 4,000 monthly financial statements for clients underwriting to analyze improvements needed in the platform
- Oversaw a processing team of 30 analyst to ensure that document processing remains accurate throughout data migration as a QC analyst
- Conducted analysis and generated reports as needed on multifamily financial documents such as rent rolls, T-12's/P&L's, and valuation models to ensure platform efficiency
- Maintained a 4.8/5 client satisfaction on CSAT surveys that was used to assess engagement strategies
Education
Bachelor of Arts - Communications
Buffalo State University
Buffalo, NYSkills
Onboarding, Customer Support, Product Strategy, Salesforce, Power BI, Zendesk, NPS, CSAT, Excel, Data Analysis, Product Usage, Renewals, Retention
Timeline
Client Solutions Manager
Rediq
01.2022 - 01.2025
Client Product Coordinator
Rediq
06.2019 - 01.2022
Bachelor of Arts - Communications
Buffalo State University
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