Zoria Jules
Atlanta,GA
Summary
Dynamic Remote Digital Customer Success Specialist with a proven track record at Splice and Verint, enhancing customer retention by 30% through effective onboarding, training, and cross-functional collaboration. Expert in CRM platforms like Salesforce and skilled in digital engagement, I excel in driving product adoption and revenue growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Remote Digital Customer Success Specialist
Splice
Atlanta, GA
03.2021 - 01.2025
- Guided new customers through onboarding, providing hands-on support, and conducting virtual training sessions.
- Served as the primary contact for customer inquiries via email, chat, and virtual meetings, ensuring rapid issue resolution.
- I managed the customer success team to provide world-class service, fostering high levels of customer satisfaction, and activating product usage within an extensive portfolio of accounts.
- Implemented tools for risk identification and proactive mitigation strategies, enhancing customer retention and health by 30%.
- I worked cross-functionally with sales, engineering, and product teams to address customer feedback and improve the products.
- Developed upsell and renewal initiatives, generated new business opportunities, and helped grow revenue by 20% annually.
- Recognized within the company for introducing creative approaches that greatly improved our customer satisfaction levels, and had a significant positive effect on our business.
Customer Success Manager
Verint
Atlanta, GA
05.2020 - 05.2021
- Created strategic plans ensuring customer needs were met through enhanced product adoption and usage.
- Delivered presentations and training sessions to support product implementation and day-to-day use.
- I worked closely with the product and support teams to fix customer bugs and improve the user experience.
- Managed renewals and identified upsell opportunities, leading to a 95% renewal rate.
- Managed competition to ensure presence in emerging customer service trends.
Education
Bachelor - Education Administration
Georgia State University
Atlanta, GA04-2024
Skills
- Customer Onboarding and Training
- Digital Customer Engagement
- CRM and Customer Success Platforms (Salesforce, Gong)
- Data Analytics and Customer Health Tracking
- EdTech and Learning Management Systems (LMS)
- Virtual Training and Support
- Customer retention and churn reduction
- Cross-functional collaboration
Certification
- Customer Success Management Certification
- Salesforce or Gong Training
- EdTech or LMS-related training
Timeline
Remote Digital Customer Success Specialist
Splice
03.2021 - 01.2025
Customer Success Manager
Verint
05.2020 - 05.2021
Bachelor - Education Administration
Georgia State University
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