Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Stephanie Nunez

Keasbey

Summary

Experienced Customer Success Manager with a proven track record in building and maintaining strong client relationships. Skilled in providing strategic guidance to optimize security strategies and drive successful product adoption. Proactive problem-solver who prioritizes client advocacy and satisfaction. Excited to rejoin the workforce after a planned career break to focus on family, bringing enhanced organizational and multitasking skills to a dynamic team environment.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Stay at home Parent

Planned Career break
08.2023 - Current
  • Focused on family responsibilities while maintaining professional development through online courses and industry research
  • Enhanced organizational, time management, and multitasking skills in a dynamic environment

Customer Success Manager

HYPR Corp
05.2022 - 08.2023
  • Developed and maintained strong relationships with key clients, acting as their primary point of contact and trusted advisor
  • Aligned biometric security solutions with clients' business needs, driving successful adoption and onboarding
  • Provided strategic guidance, ensuring clients optimized their security strategies using HYPR solutions
  • Proactively identified and addressed potential challenges, collaborating with internal teams to ensure client success
  • Recognized opportunities for upselling and cross-selling additional products based on evolving client needs
  • Advocated for clients' interests within the company, contributing to product and service improvements
  • Monitored and reported client usage and satisfaction metrics using data analytics
  • Collaborated with sales teams to ensure smooth contract renewals and high customer retention rates

Customer Success Professional

Broadvoice
01.2021 - 04.2022
  • Managed over 400 SaaS accounts to ensure service satisfaction
  • Actively worked to maintain a high retention rate and low churn rate
  • Managed renewals, upsells, and contract addendums for customers as needed
  • Created training materials for the team to ensure consistent processes
  • Identified and implemented process improvements across the company
  • Collaborated with cross-functional teams to best assist clients

PM/Onboarding Specialist

Net2Phone
01.2018 - 01.2021
  • Managed the design, build and install of net2phone VoIP systems for over 30/40 customer orders every month
  • Successfully manage 80 open orders in different stages of the order/install process and communicate with customers effectively their status to minimize escalations
  • Consistently resolve issues, manage resources and interface with customers regarding order objectives, while maintaining quality assurance, training for our customers
  • Organized and coordinated customer installs for our partners to ensure a smooth transition to their new net2phone product
  • Manage project execution to ensure adherence to budget, schedule, and scope
  • Establish and execute project communication plans with channel sales managers, agents, and customers
  • Troubleshoot and design VoIP systems while identifying the best platform that fits the project's needs

Education

Shippensburg University
Shippensburg, PA

Skills

  • Communication Skills
  • Problem-solving
  • Product Knowledge
  • Customer Advocacy
  • Proactivity
  • Relationship Building
  • Analytical Skills
  • Time Management
  • Continuous Learning
  • Resilience
  • Collaboration
  • Fluent in Spanish

Certification

Customer Success Manager certification from Udemy

Languages

Spanish
Native or Bilingual

Timeline

Stay at home Parent

Planned Career break
08.2023 - Current

Customer Success Manager

HYPR Corp
05.2022 - 08.2023

Customer Success Professional

Broadvoice
01.2021 - 04.2022

PM/Onboarding Specialist

Net2Phone
01.2018 - 01.2021

Shippensburg University
Stephanie Nunez