Hi, I’m
Stacey Oddoye
Alexandria,VA
Summary
Industry-experienced Customer Success Manager with 2 years of experience spearheading customer success and retention initiatives. Demonstrated history of accomplishing KPIs (interaction targets, onboarding rates etc.), customer satisfaction scores to an all-time high of 94%, and decreasing customer churn. Responsible for identifying customer needs and improving product utilization, resulting in a 12% increased customer adoption rate.
Overview
5
years of professional experience
3
Certification
Work History
Dealfront
Junior Customer Success Manager
08.2022 - Current
Job overview
- Responsible for client base of ~200 clients totaling $540,000+ ARR whilst responsible for onboarding, retention, and renewals.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Maintained deep understanding of software and spoke with customers about most relevant features/functionality for their specific business needs.
- Identified upsell opportunities through frequent account reviews, contributing to increase of $35,000 ARR in revenue.
- Proactively found churn risk and develop strategic methods to minimize those risks, revamp adoption and display product value to customers.
- Manage cross-departmental customer issues and provided solutions to clients and escalated tickets as needed to appropriate teams.
Inova Rheumatology
Medical Assistant
10.2021 - 08.2022
Job overview
- Primary point-of-contact for patient support and highly responsive to 40 patient calls and emails daily, addressing needs
- Managed multiple patients' contract life cycle by initiating renewals, preventing discontinued use, maintaining existing accounts, leading renewal processes, and negotiating secondary options
- Deployed learning methodologies to conceptualize, educate, and deliver interactive, compelling training materials aimed to drive effectiveness for 20% of patient population
- Conceptualized, implemented, designed structural elements (i.e., processes and action plans) and revamped standard operating procedures to achieve consistency for patients resulting in seamless experiences.
Inova Vascular Surgery
Medical Assistant
08.2018 - 10.2021
Job overview
- Spearheaded daily touch bases to spark motivation, communication, collaboration, and recognition to optimize team member success in alignment with core values
- Advocated for patients and provided feedback on escalated situations to leadership about factors that put patients at risk ensuring that all aspects of services and experience were delivered as expected
- Initiated feedback with leadership to learn and develop skills within 1:1 or team meetings with high level executives, creating opportunities for improvement and/or change to enhance patient satisfaction
- Trusted with handoff reports from physicians prior to managing patient postoperative care which generated 18% increased patient population and provided value.
Education
Northern Virginia Community CollegeAlexandria, VA
Associates from General Studies
2022
Skills
- SaaS/B2B Industries
- Zoom, Google suite, and Slack
- Client Advocacy
- Inter-Department Collaboration
- Churn Mitigation
- Google Analytics
- Customer Onboarding
- Fresh Success/Totango
- Customer Relationship Building
- Lead Generation Software
- Problem-Solving
- Crisis Resolution
Certification
- Totango Certified Success Manager-2023
- Salesforce Administrator Cert Prep: The Basics 2022- LinkedIn
- Certified Customer Success Manager (CCSM) 2022- SuccessCOACHING
Affiliations
- Us In Technology
Timeline
Junior Customer Success Manager
Dealfront
08.2022 - Current
Medical Assistant
Inova Rheumatology
10.2021 - 08.2022
Medical Assistant
Inova Vascular Surgery
08.2018 - 10.2021
Northern Virginia Community College
Associates from General Studies
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