Summary
Overview
Work History
Education
Skills
Languages
Software
Accomplishments
Work Availability
Timeline
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Tony Nguyen

Somerville,MA

Summary

Accomplished Customer Success Manager with a proven track record at RollWorks, adept in strategic planning and client relations. Excelled in enhancing customer loyalty and retention, leveraging skills in Zendesk and cross-functional coordination. Achieved significant media quotas, demonstrating a blend of technical proficiency and interpersonal acumen.

Overview

5
5
years of professional experience

Work History

(IC3) Strategic and SMB Customer Success Manager

RollWorks, a Division of AdRoll Group
01.2023 - 11.2024
  • Played an instrumental role in client satisfaction by working with operational teams to properly resolve service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
  • Created customer support strategies to increase customer retention.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Consistently achieving quarterly media quotas and identifying areas of opportunity amongst customers.
  • Managed a book of 15 strategic accounts and 40 SMB accounts.

(IC2) Customer Media Strategist

RollWorks, a Division of AdRoll Group
11.2021 - 01.2023
  • Coordinated reporting between account managers and customers on a timely basis.
  • Review customer accounts in association with account managers to identify areas of opportunity to assist with customer retention.
  • Utilized customer CRM data to coordinate strategies for areas of growth to have a full-funnel marketing approach.
  • Assisting multiple account managers across a book of over 70 customers maintaining organization and delivering analytics at a timely manner.

Campaign Specialist

Integrate
11.2020 - 11.2021
  • Developed and delivered campaign reports and analytics using DAP platform alongside
  • Collaborated with campaign management and peers to have a smooth process of running a campaign
  • Ensured projects were completed on time and without error
  • Utilized Excels and PowerPoints to demonstrate the analytics of active or past campaigns over a set period
  • Executed test runs of campaigns before going live, to ensure there will be no errors with either the program or the campaign itself once the campaign is live.

Communications Intern

Preventions Innovations Research Center
09.2019 - 05.2020
  • Developed campaigns to increase public awareness of the company and engage customers.
  • Proofread and edited materials prepared by all staff to check and correct spelling, grammar, and style.
  • Prepared social media posts for viral content strategies.
  • Assisted with marketing strategy development to increase public awareness and customer engagement.

Education

Bachelor of Arts - Psychology

University of New Hampshire
Durham, NH
05-2020

Bachelor of Arts - Communications

University of New Hampshire
Durham, NH
05-2020

Skills

  • Client Relations
  • Strategic Planning
  • Customer Needs Assessment
  • Pipeline Development
  • Customer Retention
  • Business Development
  • Strategic communications
  • Cross-functional coordination
  • Proficient in Zendesk, HubSpot, Excel, Asana, Gainsight
  • Training and mentoring
  • Customer Account Management

Languages

Vietnamese
Native or Bilingual
Spanish
Limited Working

Software

Excel

Zendesk

PowerPoint

Redash

HubSpot

SalesForce

GainSight

Asana

Accomplishments

  • Collaborated with team of 5 in the development of departmental trainings.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

(IC3) Strategic and SMB Customer Success Manager

RollWorks, a Division of AdRoll Group
01.2023 - 11.2024

(IC2) Customer Media Strategist

RollWorks, a Division of AdRoll Group
11.2021 - 01.2023

Campaign Specialist

Integrate
11.2020 - 11.2021

Communications Intern

Preventions Innovations Research Center
09.2019 - 05.2020

Bachelor of Arts - Psychology

University of New Hampshire

Bachelor of Arts - Communications

University of New Hampshire
Tony Nguyen