Veonica Dillard
Manager Of Customer Success
Allen,TX
Summary
Dedicated Saas Customer Success professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Ability to handle multiple projects simultaneously with a high degree of accuracy. My goal is to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Enterprise Customer Success Manager
Balto
St.Louis, MO
01.2022 - 06.2022
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Provided business, technical and product knowledge in support of post-sales activities.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Lead Customer Success Manager
Deck Commerce
St.Louis, MO
04.2019 - 04.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Provided customer and market feedback to product team to help build features and solutions
- Facilitated penetration of key accounts via strategic planning initiatives
- Created customer support strategies to increase customer retention
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand
- Monitored contracts and service level agreements to identify potential risks and implement mitigation plans
- Documented processes to streamline setup, customization and maintenance
- Managed successful negotiation of long-term contract renewals
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Success Manager/ Trainer
Sherpa CRM
St Louis, MO
04.2017 - 04.2019
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Account Executive Team Lead
Spectrum Enterprises LLC, A Charter Communications
Ballwin, MO
02.2013 - 04.2017
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Prepared sales presentations for clients showing success and credibility of products.
- Implemented systems and procedures to increase sales.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Education
Bachelor Of Applied Science - Clinical Psychology
University of North Texas At Dallas
Dallas, TX 01.2019 - Current
Skills
Team Buildingundefined
Timeline
Enterprise Customer Success Manager
Balto
01.2022 - 06.2022
Lead Customer Success Manager
Deck Commerce
04.2019 - 04.2021
Bachelor Of Applied Science - Clinical Psychology
University of North Texas At Dallas
01.2019 - Current
Customer Success Manager/ Trainer
Sherpa CRM
04.2017 - 04.2019
Account Executive Team Lead
Spectrum Enterprises LLC, A Charter Communications
02.2013 - 04.2017
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