This is my profileContact via CazVidNaomi
Customer Success Manager with 5+ years in SaaS and CRM domains
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Competencies
Led onboarding and deployment of SaaS solutions, aligning client workflows with product features.
Utilized Agile, Scrum, and Jira to plan and execute projects efficiently in tech environments.
Streamlined operational processes, improving productivity and client satisfaction.
Managed client relationships, driven renewal rates, and enhanced overall client experience.
Proficient in Salesforce, Gainsight, and Zendesk to support customer engagement and support workflows.
Education
Summary
Experienced in SaaS onboarding, client relationship management, and workflow optimization across tech and healthcare sectors.
Key Achievements
- Led 10+ enterprise SaaS onboarding and implementation projects at RiseTek Global LLC.
- Increased client satisfaction scores by 25% through operational improvements at Postcare Health Services.
- Reduced support complaint resolution times by 30% by analyzing and optimizing workflows at ThredUp Inc.
Experience
Customer Success Manager (Product-Focused)
Led 10+ enterprise SaaS onboarding and implementation projects, partnering with clients to align workflows and product capabilities., Facilitated discovery sessions to define client goals, current/future state workflows, and implementation timelines., Delivered tailored training and UAT guidance to end-users, accelerating time-to-value and adoption of new features., Collaborated with internal product and support teams to prioritize development based on customer feedback and KPIs., Tracked customer satisfaction, renewals, and NPS to identify at-risk accounts and proactively resolve issues.
Account Operations Specialist
Managed key accounts and logistics technology systems for high-volume clients, optimizing operational workflows., Scoped client needs, created business requirement documentation, and ensured successful project deliverables., Conducted stakeholder business reviews, identifying upsell and process improvement opportunities., Trained internal users on operational systems, increasing productivity and reducing errors by 20%.
Customer Experience Lead
Oversaw contact center teams supporting B2C e-commerce customers; optimized team schedules and workflows., Delivered onboarding and training for CRM platforms and support tools to improve service KPIs., Analyzed support data to implement solutions that cut complaint resolution times by 30%.
Operations & Client Services Manager
Directed day-to-day operations and implementation of client care processes across cross-functional healthcare teams., Drove operational changes that increased client satisfaction scores by 25% through better workflow coordination and case tracking.