Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tyrielle Smith

TX

Summary

Results-driven professional with a strong background in managing Enterprise accounts and delivering exceptional customer experiences. Demonstrated expertise in expanding product usage within customer accounts and identifying expansion opportunities. Skilled in building and maintaining relationships with stakeholders at all levels, from junior to C-suite executives. Proficient in Next.js, serverless environments, CI/CD, and deployment pipelines. Proven ability to proactively manage customer accounts and collaborate with cross-functional teams to resolve issues.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Vercel
Dallas, TX
03.2022 - Current
  • Achieved a customer satisfaction rate of 95%+ consistently throughout tenure.
  • Successfully expanded product usage in 80% of managed accounts, contributing to a 20% increase in overall revenue.
  • Generated a pipeline of expansion opportunities worth $2 million through proactive account management and identification of customer needs.
  • Connect customers with both internal and external resources and solutions in order to clear obstacles and issues they encounter during their lifecycle
  • Help improve product by identifying and understanding customer requirements/requests/pain points, and feed this information back to our product team
  • Kick off renewal conversations and work with sales Account Executives to proactively identify expansion opportunities

Senior Client Success Manager

Solutions By Text
Dallas, TX
04.2020 - 03.2022
  • Outlined client goals, assisted in goal attainment, track data usage, to monitor product usage, and complete quarterly business reviews
  • Established a strategic and trusted advisor relationship with the client through product enterprise and targeted outreach
  • Ensured proper onboarding and training of customers as well as the adoptions of features that will ensure the realization of value
  • Gained a thorough understanding of assigned client's needs, campaign objectives, and processes to ensure they successfully adopted and deployed SBT products
  • Developed and executed retentions plans for customers

Project Manager

Santander Consumer USA
North Richland Hills, TX
01.2019 - 03.2021
  • Supported the Product Owner in their efforts to manage the Backlog and guide the team while facilitating a healthy team dynamic with respect to priorities and scope
  • Lead team efforts in relentless improvement
  • Facilitated Daily Standup, Sprint Planning, Sprint Review, and Sprint Retrospective, ensured they were productive and kept within timebox
  • Supported the teams' rules of Scrum, Built-in Quality practices from Extreme Programming(XP), Work in Process (WIP) limits from Kanban, and any other process rules the team had agreed.

Project Manager

Bridgecrest Financial
Fort Worth, TX
02.2017 - 01.2019
  • Facilitated Scrum Events including Sprint Planning, Daily Standups, Sprint Review, Sprint Retrospectives, Sprint Demos, and Backlog Refinement
  • Ensured the effectiveness of product development processes by using the matrix to guide team communication and resolve impediments when necessary
  • Provided servant leadership, facilitation, conflict resolution, continual improvement, and transparency to team
  • Removed impediments/blockers and guided team on how to resolve impediments independently

Education

Computer Science

Western Governors University
Salt Lake City, UT

Skills

  • Customer Success Playbooks: Developed and implemented comprehensive playbooks to guide customer onboarding, adoption, and expansion processes, ensuring consistent and effective customer success outcomes
  • SaaS Industry: Previous work experience in a high-growth SaaS company, demonstrating adaptability and success in a fast-paced environment
  • Expansion and Activation: Proven track record of generating expansion opportunities and driving account activation through strategic planning and execution
  • Account Management: Skilled in managing accounts with varying requirements and providing tailored solutions to meet customer needs

Certification

  • Certified Scrum Master
  • Foundations of Project Management
  • Certified Associate in Project Management

Timeline

Customer Success Manager

Vercel
03.2022 - Current

Senior Client Success Manager

Solutions By Text
04.2020 - 03.2022

Project Manager

Santander Consumer USA
01.2019 - 03.2021

Project Manager

Bridgecrest Financial
02.2017 - 01.2019

Computer Science

Western Governors University

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Tyrielle Smith