Steven Prothero
American Fork,UT
Summary
Accomplished Customer Success Manager with a proven track record at ReliaQuest, specializing in strategic planning and relationship building. Expert in enhancing customer loyalty, driving team performance, and spearheading expansion opportunities. Achieved significant team growth and customer retention through effective coaching, mentoring, and stakeholder management.
Overview
10
10
years of professional experience
Work History
Manager, Customer Success
ReliaQuest
02.2024 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Continual efforts in hiring and building out the CSM team over the past 2 years.
- Prioritizing customer renewals, and maximizing current value of customer contracts.
- Work with team to identify and sell additional capabilities to customer base.
Sr. Customer Success Manager
ReliaQuest
05.2022 - 02.2024
- Lead and engage with customers on a weekly basis to identify operational concerns.
- Work cross-functionally with all teams within the organization to create the best outcomes for the customer.
- Identify and lead expansion opportunities and contract renewals for customers.
- KPI to travel and conduct EBR's with customers in person twice per year and remotely twice per year.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Customer Success Manager
HealthEquity
01.2015 - 04.2022
- Daily and weekly communication with customer to increase engagement and partnership.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Expectation to be in person with customer twice per year for EBR and executive partnership.
Education
MBA - Business Administration
Western Governors University
Salt Lake City, UT04-2021
Bachelor of Science - Psychology
Utah Valley University
Orem, UT05-2016
High School Diploma -
Springville High School
Springville, UT05-2008
Skills
- Coaching and mentoring
- Strategic planning
- Complex Problem-solving
- Relationship building
- Stakeholder management
- Contract management
- Expense tracking
- Performance evaluations
- Recruiting and interviewing
- Team leadership
- Key performance indicators
- Negotiation
Timeline
Manager, Customer Success
ReliaQuest
02.2024 - Current
Sr. Customer Success Manager
ReliaQuest
05.2022 - 02.2024
Customer Success Manager
HealthEquity
01.2015 - 04.2022
MBA - Business Administration
Western Governors University
Bachelor of Science - Psychology
Utah Valley University
High School Diploma -
Springville High School
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