TIFFANY SERELL
Covington,WA
Summary
Results-driven Customer Success Manager with over 10 years of experience delivering exceptional customer service and implementing strategic initiatives that drive customer success. A proven leader with strong people management skills, fosters a collaborative work environment by setting clear expectations, addressing individual needs, and driving teams to achieve company objectives. Commitment to ongoing customer engagement and technical leadership consistently results in high customer renewal rates.
An encouraging and analytical problem-solver excelling in team building, leadership, and motivation. Adept customer relations and relationship-building skills contribute to a positive work culture. Proficient in independent decision-making and sound judgment, actively impacting company success. Dedicated to enhancing employee engagement, applies training, monitoring, and morale-building abilities to boost team performance.
Overview
7
7
years of professional experience
Work History
CLIENT SUCCESS ASSOCIATE
SIMPLICITY CONSULTING
07.2022 - Current
- Support maintenance and growth of a $4.8M ARR book of business with key accounts in Fortune 1000 enterprise tech and healthcare, including AWS, Cisco, Intel, and Providence
- Exceeded 2022 revenue goals by 34%
- Manage a portfolio of 40+ projects from Statement of Work through Project Closure
- Partner with Client Success Manager to offer support and strategic insight to provide quality service for Strategic Account clients
- Solution oriented, collaborative, and reliable in conducting lifecycle management, information gathering, data & reporting, and project management
- Establish and maintain strong relationships with both Clients and Consultants via regular check ins, creation of Statements of Work and Lead Gen support
- Consistently exceed quarterly sales goals by 20% through consultative, strategic approach
- Continuously monitor and identify upsell and cross-sell opportunities, resulting in 15% account growth.
- Created customer support strategies to increase customer retention.
CLIENT EXPERIENCE ASSOCIATE
ADURO
11.2020 - 07.2022
- Served as consultative partner to the Client Executive team in a mental health-focused SaaS company
- Conducted root cause analysis, resolved issues, and tracked operational metrics
- Develop processes to support service delivery to customers and improve client retention
- Established strong client base of 12 Enterprise clients and a 92% retention by providing excellent customer service and strategy/solutions consulting for top book of business equaling $1.5M
- Migrated the entire direct book of business from the legacy platform to Aduro's new technology over the span of two years
- Earned a Client Satisfaction Rating average of 95% by proactively monitoring and ensuring satisfactory resolution of client/program-specific escalations as well as providing strategic insight to maximize program performance
- Collaborated on creating solutions to increase efficiency of new client implementations, refreshing client programs, year-end auditing of programs and resolving technical platform issues
- Improved cross-functional communications, processes, and operations by working with internal teams to create new, efficient processes incorporating communication tools like Salesforce, ZenDesk and Airtable
- Successfully managed and coordinated multiple implementation projects simultaneously
- Strategically designed and configured custom client programs to support their customers in their well-being
- Utilized Salesforce and Domo to track key performance indicators, assist with tracking of renewal and upselling opportunities and running regular reports
- Coordinated the delivery, tracking and monitoring of client requirements such as performance guarantees and updating CRM bases.
HEALTHY LIVING DIRECTOR
YMCA
09.2016 - 05.2020
- Advanced from entry-level instructor to 3 leadership position in 3 years
- Managed a departmental budget of $450K with projected $226K in revenue
- Led a team of 80 collective group fitness instructors, personal trainers, and wellness coaches
- Recruited, trained, and supervised wellness and volunteer staff
- Provided leadership for branch management team, annual fundraising campaign, and volunteer committees
- Elevated branch annual fundraising by successfully raising $40k (of branch $160k goal) by designing innovative, themed fitness classes and class-ask campaign
- Increased total member programming by 20% (Senior activities +100%) by identifying relevant programming, managing monthly program schedule, and reporting on market/member trends
- Drove chronic disease-prevention programs by 40% through activating referral process from local medical providers and coordinating presentations to Y members and community
- Maintained high staff-retention rate by knowing, supporting, and recognizing staff achievements, thereby creating a positive, motivating work environment
- Decreased member turnover by designing and implementing customer-retention program utilizing wellness coaches to guide new members through Y offerings
- Grew and maintained membership by creating member workshops, growing member classes, driving community involvement, and proactively solving member problems.
Education
Project Management Professional Certificate (In Progress) -
GOOGLE/COURSERA
Certified Health Coach -
INSTITUTE FOR INTEGRATIVE NUTRITION
New York City, NYAssociate of Arts -
BELLEVUE COLLEGE
Bellevue, WASkills
- Creative Problem Solver
- Team Building
- Leadership
- Active Listener
- Account Management
- Business Development
- Customer Relationship Building
- Schedule Management
- Customer Retention
- Cross-Functional Collaboration
Tools
Slack, Salesforce, JIRA, Microsoft365, Zendesk, SharePoint, Domo, Box, SendGrid, Airtable, Bullhorn, ZoomInfo
Timeline
CLIENT SUCCESS ASSOCIATE
SIMPLICITY CONSULTING
07.2022 - Current
CLIENT EXPERIENCE ASSOCIATE
ADURO
11.2020 - 07.2022
HEALTHY LIVING DIRECTOR
YMCA
09.2016 - 05.2020
Project Management Professional Certificate (In Progress) -
GOOGLE/COURSERA
Certified Health Coach -
INSTITUTE FOR INTEGRATIVE NUTRITION
Associate of Arts -
BELLEVUE COLLEGE
Similar Profiles
CHRISTINA HOWARDCHRISTINA HOWARD
Client Success Manager, Microsoft at Simplicity ConsultingClient Success Manager, Microsoft at Simplicity Consulting
Erin HamisterErin Hamister
User Experience Researcher at Simplicity Consulting - As A Microsoft ClientUser Experience Researcher at Simplicity Consulting - As A Microsoft Client
Yuly ValderramaYuly Valderrama
SOFTWARE ENGINEER II at ROI CONSULTING INC.SOFTWARE ENGINEER II at ROI CONSULTING INC.