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Open To Work
Talon Chappell
American Fork
Work Preference
Summary
Results-driven Customer Success Professional experienced in delivering exceptional customer experiences and fostering long-term client relationships. Achieved growth in revenue and user acquisition through effective management of large user bases and alignment of customer needs with company goals. Focused on onboarding, training, client retention, and creation of engaging instructional content.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
ZipLocal
Pleasant Grove
12.2024 - Current
- Manage a portfolio of primarily premium SEO and high-growth digital marketing accounts totaling approximately $75,000 in monthly recurring revenue.
- Serve as the primary client contact, focusing on relationship management, performance communication, and long-term client retention.
- Ensure campaigns align with client business goals by reviewing performance data and providing strategic recommendations.
- Identify and execute upsell opportunities for additional services based on client needs and growth potential.
- Collaborate cross-functionally with internal SEO, website, and fulfillment teams to deliver results and maintain client satisfaction.
Customer Success & Product Specialist
Diib
Salt Lake City
06.2021 - 11.2024
- Served as the primary customer-facing representative, created and starred in help videos, tutorials, and onboarding content to enhance user understanding and engagement.
- Conducted live product demonstrations, onboarding sessions, and retention meetings via Zoom, facilitating support for new and existing customers.
- Managed inbound customer success and service inquiries for over 10,000 SaaS and SEO service customers, ensuring prompt resolution to enhance satisfaction and retention.
- Oversaw select Fully Managed SEO client accounts, delivering tailored SEO growth strategies to align with individual business needs.
- Contributed to Diib's 200% growth in user base and revenue by driving exceptional customer support and creating scalable educational resources.
Associate Producer & Remote Technician
The Zone Sports Network
Salt Lake City
11.2016 - 07.2019
- Produced all facets of The Zone Sports Network's radio programming, enhancing listener engagement through daily shows: "DJ & PK", "Tony & Austin", "Hans & Scotty G", "The Big Show", etc.
- Live sporting events (Utah Jazz, SL Bees, SLC Stars, Utah State athletics) and weekly programming/podcasts ("The Movie Zone", "SLC Culture", "Kickstart Radio").
- Executed soundboard operations, audio editing, guest scheduling, event audio posting, live sporting event coverage, social media production, and technical engineering of remote broadcasts, fostering seamless show execution and client interaction.
Athletics Correspondent
The Salt Lake Tribune
Salt Lake City
04.2016 - 01.2018
- Covered UHSAA sanctioned athletic events, producing game stories, features, profiles, season previews, and end-of-season awards lists for Salt Lake Tribune's "Trib Preps" team.
- Provided live coverage of athletic events via social media and conducted in-person and phone interviews to enhance audience engagement.
Store Manager
Fanzz Sports Apparel
Salt Lake City
07.2011 - 02.2016
- Managed daily operations of Layton Hills and City Creek locations, advancing from part-time sales associate to leadership role.
- Led City Creek to consistently rank in top-5 revenue locations within first year; guided Layton Hills to become top grossing store outside Salt Lake/Utah counties.
- Managed daily store operations and ensured efficient workflow among staff.
- Trained and mentored team members on customer service best practices.
- Oversaw inventory management and maintained optimal stock levels.
Communications Intern
Utah Argonauts
Salt Lake City
03.2013 - 10.2013
- Supported communications director in executing team communications and public relations initiatives during 2013 PDFL season.
- Collaborated to produce the team media guide and created daily content for the team website.
- Assisted in crafting internal and external communications for the organization.
- Developed engaging content for social media platforms to enhance audience interaction.
- Coordinated events and promotional activities to boost community engagement.
Education
High School Diploma -
LAYTON HIGH SCHOOL
Layton, UT06.2010
Bachelor of Science - Mass Communication
UNIVERSITY OF UTAH
Salt Lake City, UTSkills
- Customer success management
- Customer account management
- Account management
- Onboarding strategy
- Retention strategy
- SaaS product expertise
- Data analysis
- Project coordination
- Strategic communication
- Customer advocacy
- Relationship building
- Team building
- Brand storytelling
- SEO optimization
Timeline
Customer Success Manager
ZipLocal
12.2024 - Current
Customer Success & Product Specialist
Diib
06.2021 - 11.2024
Associate Producer & Remote Technician
The Zone Sports Network
11.2016 - 07.2019
Athletics Correspondent
The Salt Lake Tribune
04.2016 - 01.2018
Communications Intern
Utah Argonauts
03.2013 - 10.2013
Store Manager
Fanzz Sports Apparel
07.2011 - 02.2016
High School Diploma -
LAYTON HIGH SCHOOL
Bachelor of Science - Mass Communication
UNIVERSITY OF UTAH