Teri Young
Enterprise Customer Success Manager
Lynnwood,WA
Summary
My career success has been rooted in building strong relationships with team members and clients. I love to set and exceed goals for myself and to help teams achieve theirs. I am naturally curious and quickly pick up processes and context positioning me to be a highly contributing problem solver.
Overview
16
16
years of professional experience
Work History
Enterprise Customer Success Manager
Chronus LLC
Bellevue, WA
05.2019 - Current
- Nurture and grow a book of business composed of as many as 30 customers on average rolling up into roughly $1.25 ARR composed of customers among the public, private, and government sectors, and spanning the Fortune 500 up to the top 5
- Navigated our largest enterprise customers to achieve business outcomes within employee retention, satisfaction, diversity, equity, and inclusion
- Build and leverage strong relationships with key decision-makers to create support for growth opportunities and secure their commitment to renewals, expansions, and product evangelism
- Maintain a deep understanding of the product and speak with customers about the most relevant features and functions for their specific business needs
- Project manage program overhauls and program enhancements including a global localization deployment of over 14 languages for a Fortune 5 customer
- Engage customers in strategic implementation of program governance strategy to enable rapid and cohesive program scaling to support enterprise wide product adoption
- Craft and deliver executive business reviews that confirm satisfaction, resolve issues, drive strategic action, and increase stakeholder alignment
- Write and deliver impactful and engaging corporate webinars and user training. Most recent webinar achieved the highest attendance and satisfaction rate in company history.
Customer Success Manager
Media Partners Corporation
Bellevue, WA
10.2017 - 05.2022
- Developed and implemented the company's Customer Success function by revamping support process away from account managers and into support portals using Freshdesk and then transitioning into Service Cloud by Salesforce
- Implemented company’s first support metrics structure which informs continual process improvement efforts
- Ensure a smooth client onboarding process by making proactive assessments of client needs and leveraging the product to meet their training goals and initiatives
- Identify and act on opportunities for process and product improvement by analyzing customer and employee feedback and applying practical solutions
- Establish and nurture positive client relationships at all levels, including executives
- Grow and update knowledge base leveraging data from support metrics to improve customer experience and satisfaction
- Train support team members while reinforcing best practices, company policies and culture
- Provide pre-sale guidance to leads on compatibility and best practice for implementation.
Customer Success Manager
Imprev, Inc
Bellevue, WA
08.2015 - 03.2017
- Educated all clients on best practices with a comprehensive understanding of the value and usage of Imprev’s products
- Established key performance indicators with customers in achieving their goals
- Ensured a smooth (SaaS) client onboarding process by making proactive assessments of client needs and goals and providing comprehensive product and support training
- Recruited and trained team members while reinforcing best practices, company policies and culture
- Team members successfully recognized for achievements with promotions
- Collaborated with teams (Sales, Creative, Engineering, QA, Accounting, and Marketing) to ensure on-time and accurate delivery of client requests
- Addressed customer/account escalations, creating solutions that resulted in a win for the customer in a timely and accurate manner via phone and email
- Managed projects focused on internal and client centered enhancements
- Oversaw and delivered product training for corporate and retail clients
- Advised and conducted final testing of new products, platform features and enhancements for functionality and accuracy before they are released to the customer.
Customer Service Manager
08.2012 - 11.2012
Sr. Customer Support Representative
01.2010 - 07.2012
Sr. Customer Support Representative
CampusPoint
10.2009 - 01.2010
Business Operations Associate
SeaTec, Inc
Bellevue, WA
12.2012 - 03.2015
- Supported Business Operations Manager with administration of payroll, time reporting management, account reconciliation, and cash deposits.
- Implemented process improvement measures for handling of high volume expense reports and invoicing.
- Processed bi-weekly expense reports and monthly subcontractor payments, as well as trade payables.
- Conducted new consultant and subcontractor onboarding.
- Prepared and filed city taxes and 1099s.
Executive Director of Diversity Programs
Oregon State University
Corvallis, OR
06.2007 - 06.2008
- Managed directors of five Diversity Task Forces and managed their
- Performed outreach and recruitment to traditionally underrepresented populations.
- Coordinated and conducted quarterly cultural sensitivity trainings for staff of 30.
- Developed student leaders through internship program and campaigns
- Grew student participation in improving student experience and access to education.
Education
- International Business, Spanish
Oregon State University
05.2001 -
Skills
Policy and procedure adherence
KPI development and alignment strategy
Strategic planning
Project Management
Rapport and strategic relationship building
Key accounts development
Work independently, take initiative, and prioritize tasks
Training and mentoring
Public speaking, presentation building and delivery
Timeline
Enterprise Customer Success Manager
Chronus LLC
05.2019 - Current
Customer Success Manager
Media Partners Corporation
10.2017 - 05.2022
Customer Success Manager
Imprev, Inc
08.2015 - 03.2017
Business Operations Associate
SeaTec, Inc
12.2012 - 03.2015
Customer Service Manager
08.2012 - 11.2012
Sr. Customer Support Representative
01.2010 - 07.2012
Sr. Customer Support Representative
CampusPoint
10.2009 - 01.2010
Executive Director of Diversity Programs
Oregon State University
06.2007 - 06.2008
- International Business, Spanish
Oregon State University
05.2001 -