Results-oriented and highly organized Customer Success Manager with a proven ability to effectively manage multiple high-priority accounts, including top clients and new acquisitions. Skilled in cultivating and nurturing strong customer relationships, while proactively driving customer satisfaction and retention. Skilled in leadership, problem-solving, and cross-functional collaboration to enhance operational efficiency and empowering work culture.
Hi, I’m
Tessa Nelson
Customer Success Manager
Minneapolis,MN
Summary
Overview
10
years of professional experience
Work History
Kwikly Dental Staffing
Customer Success Manager
01.2023 - Current
Job overview
- Led the implementation process for new customers, ensuring smooth onboarding experience from initial setup to user training sessions
- Managed the end-to-end acquisition process for two companies, achieving a 90% client retention rate within the first 90 days post-acquisition
- Led accounting and invoicing processes for top clients, ensuring accurate billing, timely payments, and fostering strong financial relationships
- Facilitated regular team meetings to align on goals, track progress, and ensure effective communication across departments, driving team collaboration and department success
- Achieved an average customer satisfaction (NPS) rating of 81+ through effective communication, problem-solving skills, and personalized attention
- Identified upsell opportunities within existing accounts by understanding customer pain points and aligning them with appropriate solutions
- Monitored key performance indicators (KPIs) such as churn rate, adoption rate, usage metrics etc., proactively taking actions when necessary to improve outcomes
Kwikly Dental Staffing
Operations Support Specialist
02.2022 - 01.2023
Job overview
- Provided client support through phone, chat, and email during business hours, including occasional after-hours coverage, ensuring timely and effective resolutions
- Managed the onboarding process for new professionals, including conducting reference checks and verifying credentials to ensure compliance and quality
- Oversaw the onboarding of new clients, ensuring a seamless setup and providing the necessary tools for their success
- Represented the company at in-person recruiting events to attract top talent and expand the network
- Collaborated with team members to streamline operational processes, driving efficiency and enhancing overall organizational performance
- Promoted within the first year due to demonstrated drive, exceptional performance, and consistent achievement of results
Tessa Nelson Photography
Freelance Photographer
05.2018 - 01.2023
Job overview
- Marketed and networked to acquire new clients, expanding the customer base and fostering long-term relationships
- Collaborated with clients throughout pre- and post-production phases to ensure their vision and satisfaction were met
- Defined and communicated image expectations with clients, developing tailored plans to achieve desired outcomes
- Managed photo shoots with a calm, professional demeanor, ensuring smooth operations and high-quality results
- Created a comfortable and enjoyable atmosphere during shoots, fostering positive client engagement and experiences
- Retouched and enhanced images using Adobe Lightroom and Photoshop to achieve polished, high-quality final products
- Delivered stunning images within agreed-upon timelines, consistently meeting client expectations
The Lincoln Marriott Cornhusker Hotel
Administrative Assistant to the Executive Director
08.2015 - 05.2018
Job overview
- Reported directly to the General Manager, assisting with various projects and daily operations as needed
- Prepared and distributed communications, including memos, emails, and reports, ensuring clarity and timeliness
- Managed incoming calls, relaying messages, providing information, and addressing inquiries efficiently
- Organized and maintained both electronic and physical filing systems to ensure easy access to important documents
- Handled sensitive information with the utmost confidentiality and professionalism
- Supported office staff with various projects, including marketing, event planning, and administrative tasks, ensuring smooth operations
Education
Southeast Community CollegeLincoln, NE
05.2015
University Overview
Skills
- Client relations
- Client Account Management
- Cross-functional coordination
- Customer advocacy
- Revenue growth
- Client service optimization
- Effective Organizational Skills
- Effective Project Oversight
- CRM software
- Time management
- Computer skills
- Strong Verbal Skills
- Team Leadership
Timeline
Customer Success Manager
Kwikly Dental Staffing
01.2023 - Current
Operations Support Specialist
Kwikly Dental Staffing
02.2022 - 01.2023
Freelance Photographer
Tessa Nelson Photography
05.2018 - 01.2023
Administrative Assistant to the Executive Director
The Lincoln Marriott Cornhusker Hotel
08.2015 - 05.2018
Southeast Community College
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