Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanelle Oliverson

Sr. Customer Success Manager
Saratoga Springs,UT

Summary

Over the past 12 years, I have honed my skills in customer success, working in various capacities to elevate customer experience and drive business success. My career journey reflects a consistent dedication to fostering strong client relationships, implementing effective customer success strategies, and contributing to revenue growth. I'm organized, competitive, committed and hard working. I'm a dedicated and loyal team member who is well-known for creating a positive workplace culture.

Overview

13
13
years of professional experience

Work History

Sr. Enterprise Customer Success Manager

Pluralsight
01.2023 - Current
  • Managed key client relationships, leading to increased account retention and growth for approximately 20 enterprise customers.
  • Implemented tailored success plans for each customer, resulting in higher product adoption rates.
  • Collaborated with cross-functional teams to ensure a seamless onboarding experience for new customers.
  • Launched innovative initiatives that improved the overall customer experience, increasing loyalty and advocacy.
  • Established strong partnerships with clients by consistently delivering high-quality service and support.
  • Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
  • Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.

Sr. Customer Success Manager

Pluralsight
01.2021 - 01.2023
  • Enhanced customer satisfaction by implementing personalized success strategies for 30 key accounts.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
  • Developed data-driven action plans to improve customer outcomes and experiences.

Renewal Specialist

Pluralsight
01.2020 - 01.2021
  • Streamlined the renewal process by improved communication with customers.
  • Managed renewals and relationships for 90-100 customer accounts.
  • Increased customer retention by proactively identifying and resolving potential issues.
  • Strengthened client relationships by delivering consistent, high-quality service and support.
  • Assisted with training team members in internal tools and processes.

Business Development Representative

Pluralsight
10.2017 - 01.2020
  • Increased client base by identifying potential customers and initiating strategic outreach.
  • Collaborated closely with marketing teams to develop targeted campaigns for lead generation.
  • Trained and mentored junior representatives, fostering a supportive team environment.

Account Development Manager

Pluralsight
03.2017 - 09.2017
  • Collaborated with cross-functional teams to identify new business opportunities and expand market share.
  • Ensured accurate reporting of sales metrics through CRM.
  • Captured new customers by creating email campaigns.

Customer Support Representative

Pluralsight
07.2011 - 02.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.
  • Trained new hires on company policies, procedures, and best practices in customer support roles.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.

Education

Associate of General Studies -

Brigham Young University - Idaho
Rexburg, ID
05.2005

Skills

  • Customer Satisfaction
  • Product Knowledge
  • Technical Troubleshooting
  • Data-driven Decision Making
  • Upselling and Expansion
  • Customer Advocacy
  • Cross-functional Collaboration
  • Salesforce Proficiency

Timeline

Sr. Enterprise Customer Success Manager

Pluralsight
01.2023 - Current

Sr. Customer Success Manager

Pluralsight
01.2021 - 01.2023

Renewal Specialist

Pluralsight
01.2020 - 01.2021

Business Development Representative

Pluralsight
10.2017 - 01.2020

Account Development Manager

Pluralsight
03.2017 - 09.2017

Customer Support Representative

Pluralsight
07.2011 - 02.2017

Associate of General Studies -

Brigham Young University - Idaho

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Tanelle OliversonSr. Customer Success Manager