Summary
Overview
Work History
Education
Skills
Timeline
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Whitley Collier

Atlanta,GA

Summary

Customer Success Manager with over 8 years of expertise and process optimization, reporting, and customer training. Proven track record of identifying customer needs and implementing strategies that result in increased customer satisfaction and retention, along with cost savings. Exceptional ability to collaborate with teams and deliver successful customer experience workshops, resulting in a 20% year-over-year increase in customer satisfaction.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Amwell
06.2022 - Current
  • Spearheaded strategic initiatives to optimize Enterprise client processes, resulting in a 15% efficiency gain and $200k annual cost savings for the organization.
  • Orchestrated seamless operational support for Enterprise clients, resolving complex issues and driving satisfaction up by 15% in a highly competitive Saas Industry landscape.
  • Engaged with Enterprise clients to monitor and improve key metrics such as performance, solution adoption, and satisfaction; initiatives resulted in 15% increase in performance metrics, 20% growth in solution adoption, and 15% rise in client satisfaction levels.
  • Presented Amwell's value proposition to influential stakeholders, such as Directors, resulting in a 25% improvement in brand perception and a 10% increase in revenue within 6 months.

Client Success Manager

Waystar
02.2021 - 06.2022
  • Provided exceptional support during product launches, ensuring seamless integration into client's existing operations.
  • Enhanced client health by implementing a client monitoring system tracking performance, solution adoption, and satisfaction metrics; increased client satisfaction by 10% and reduced churn rate by 15% within 6 months.
  • Illustrated the value proposition of Waystar to top decision makers, including Directors and Chief of Staff, which led to a 25% reduction in customer churn and a 20% boost in customer lifetime value.



Customer Success Consultant

OneTrust
10.2019 - 02.2021
  • Enhanced communication among team members, fostering a collaborative and supportive work environment.
  • Conducted thorough market research and analysis, providing valuable insights for client decision making.
  • Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
  • Advised clients on change management strategies to ensure smooth transitions during periods of organizational transformation.

Customer Success Manager

Athenahealth
01.2017 - 09.2019
  • Managed a process re-engineering project to improve and consolidate end-to-end service processes; reconstructed communication flow among 3 departments and cutdown paperwork by 75%.
  • Managed quarterly Customer Success Reviews, ensuring satisfaction, resolving issues with the technical support team, and expanding Athenahealth usage; increased account retention by 20% and identified upgrade opportunities resulting in $75k revenue growth.
  • Delivered successful customer experience workshops, leading to 15% satisfaction growth and a 5% rise in customer loyalty.

Education

Bachelor of Science - Family And Consumer Sciences

Tennessee State University
Nashville, TN
05.2012

Skills

Relationship Building

Strategic Planning

Project Management

Process Optimization

Organizational Development

Training and Development

Timeline

Customer Success Manager

Amwell
06.2022 - Current

Client Success Manager

Waystar
02.2021 - 06.2022

Customer Success Consultant

OneTrust
10.2019 - 02.2021

Customer Success Manager

Athenahealth
01.2017 - 09.2019

Bachelor of Science - Family And Consumer Sciences

Tennessee State University

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Whitley Collier