California State University-Northridge

Moorpark College

La Puente Valley ROP

Senior Customer Success Manager at FloQast

United States

FloQast

Senior Customer Success Manager

Provide outstanding customer service, product assistance, trainings, and consultative solutions to our customer’s close management and accounting operational goals.
Own the overall post-launch relationship with a diverse portfolio of FloQast customers (from SMB to enterprise), including identifying expansion opportunities
Develop a trusted advisory relationship with customers, ensuring all activities are closely aligned with the client’s business and departmental strategy and needs
Be an advocate and liaison between customers and internal cross-functional teams (including the Implementation, Product Development, and Sales Departments)
Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption with infrequent travel for client on sites
Strategize and manage the client renewal process to maintain a near-zero to negative net churn rateWork in partnership with Install Base Account Managers, identifying and developing new business and/ or upsell opportunities with existing clients
Manage customer trainings and increase adoption on new product lines and features
Forecast and track key account metrics (e.g. quarterly sales results)Assist with high severity client requests or issue escalations as needed
Drive Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores; and drive new business growth through greater advocacy and reference-ability

Customer Success Manager

Became a consultative sales specialist with in-depth knowledge of paid for solutions, with the capability to communicate how they create a competitive advantage for real estate professionals who use them
Generated new sales and retained existing sales made to real estate professionals
Made 80-150 cold calls per day, spanning all geographies to ensure a large pipeline of opportunities.
Built and managed a sales pipeline by aggressively prospecting which included setting phone appointments, following up with all appointments, calls, and emails, and performing internet-based marketing and technology product demonstrations resulting in sales
Maintained and grew positive relationships with existing brokers
Onboard new clients
Document and follow up all activities in customer management system
Keep abreast of competitive market and industry trends
Provided a high level of sales and customer service to Brokers

realtor.com

Digital Sales Consultant

- Achieve quarterly targets in terms of renewal rates to maximize revenue and minimize
cancellations
- Devised short-, mid-, and long-term strategies associated with enterprise reporting, post-sales processes, workflow optimization, communications, and strategic account planning-- efforts that have since propelled customer retention rates to 96% through Q3 ’17.
- Fostered positive and collaborative working relationships with CSMs, Solution Architects, Product Designers, and Site Developers to align program optimization activity and establish client engagement best-practices.
- In process of developing a customer engagement playbook with an ultimate focus on creating client benchmarks, success stories, and true-use cases.
- Coach and counsel CSMs on customer engagement practices including the importance of client meeting cadence and actual vs. strategic client value. Additionally, promote continual product review and site recommendations as well as full-cycle customer satisfaction surveying.
- Support internal team members undergoing transition due to an enterprise shift to a managed services model; providing advisement on tactics to further client’s understanding on hour-use planning and ways in which to leverage existing system reporting solutions.
- Develop action-oriented annual and multi-year program strategies for U.S.-based accounts representing $1.25M in annualized revenue; anticipating needs and adapting strategic plans for clients such as Alabama DOE, Golden Gate University, Nations University, and The Ark Group.
- Capture and synthesize feedback from team members and clients on the overall customer experience; sharing and reporting on insights gathered with senior management.

Remote Learner

Client Success Manager/Account Manager

- Establish and maintain relationships with local and national clients in the Media and Publishing field to provide customer support, satisfaction and negotiate contracts. In 2012, I received six notes complementing my customer service skills
- Database management including maintaining records, troubleshooting account issues, and improving functionality with the database administrator
- Assisted Fortune 500 media companies and advertising firms with multiple campaigns.
- Successfully managed a book of business of 200 accounts totaling over $2 million dollars annually.
- Increased account revenue annually by 8%
- Provided national account management and negotiations and earned multiple company awards.
- Analyzed and interpreted ROI reports for clients and provided suggestions to increase performance.
- Provided clients with quarterly marketing trend analysis reports and authored business improvement plans.
- Routinely updated clients on new products and services
- Exceeded quarterly sales goals for 17 consecutive quarters for current, new, and added service upgrades for clientele.
- Managed onboarding process and held training sessions for new clients
- Partnered with management and produced video productions for internet and conventions

Convirza

Account Manager-Department Lead

Continuing Education
Latent Fingerprinting Comparison Exercises
Latent Fingerprint Development Exercises (i.e. Cyanoacrylate, Dye Staining, Alternative Light Source, Electric Statics Dust Lift, and Ninhydrin)
Observing Search Warrants Being Executed
Diagramming Exercises
Shoeprint Casting
Mock Crime Scene Document/Processing
Generate Computerized Diagrams Using Scene PD
Observe Proper Evidence Handling and Packaging Techniques

City of Oxnard

Intern

- Establish and maintain relationships with local and national clients in the Media and Publishing field to provide customer support, satisfaction and negotiate contracts. In 2012, I received six notes complementing my customer service skills
- Assisted Fortune 500 media companies and advertising firms with multiple campaigns.
- Successfully managed a book of business of 200 accounts totaling over $2 million dollars annually.
- Increased account revenue annually by 8%
- Provided national account management and negotiations and earned multiple company awards.
- Analyzed and interpreted ROI reports for clients and provided suggestions to increase performance.
- Provided clients with quarterly marketing trend analysis reports and authored business improvement plans.
- Routinely updated clients on new products and services
- Exceeded quarterly sales goals for 17 consecutive quarters for current, new, and added service upgrades for clientele.
- Managed onboarding process and held training sessions for new clients
- Partnered with management and produced video productions for internet and conventions
- Successfully managed a book of business of 200 accounts totaling over 2 million dollars annually.
- Provided national account management and negotiations and earned multiple company awards.
- Analyzed and interpreted ROI reports for clients and provided suggestions to increase performance.
- Provided clients with quarterly marketing trend analysis reports and authored business improvement plans.
- Routinely updated clients on new products and services
- Managed and exceeded quarterly sales goals for current, new, and added service upgrades for clientele.
- Managed onboarding process and held training sessions for new clients
- Partnered with management and produced video productions for internet and conventions.

CallSource

Account Manager-Media & Publishing

- Managed front desk staff of 10 employees in a fast-paced gym. Duties included creating staff schedules, developing policy and procedures on customer service expectations, maintaining a clean work space, and creating a fun and dynamic environment for team building
- Processed customer payments, handled customer account and billing discrepancies, and reconciled the cash draw
- Opening and closing the on-site store. Responsibilities include: unpacking new merchandise, setting up displays, setting up and closing registers and cash draws, and ordering supplies

24 Hour Fitness

Assistant Service Manager

Managed staff of 10 in a fast-paced retail store. Duties included creating staff schedules, maintaining a clean store, creating a fun and exciting environment for staff, building merchandise, and creating displays for products.
-  Responsible for inventory management, inventory intake, cashiering, bill payment, and fulfilling online orders.
-  Responsible for training new employees on Pier 1 policy, products, and tools.

Awarded 3 Customer Compliments through Corporate Office for outstanding customer service
Recipient of Sales Associate of the Month in June, 2005

Shoshana Walters