Naomi - Customer Success Manager with 5+ years in SaaS and CRM domains

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.

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.

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%.

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%.