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, PASkills
- 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
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