Customer Success Manager Resume

Candidate Pitch:

Highly accomplished, results-driven, and multifaceted professional, offering years of experience in customer success and professional services management within the software as a service (SaaS) field. Capable of developing and implementing effective, enterprise-wide strategy that amplifies the value provided by a company’s technology solutions while adhering to service agreements. Recognized for strong commitment to promptly address client needs and concerns and provide first-rate customer support to boost efficiency and client retention. Adept at leading top-performing workforce through training, guidance, and expert mentorship. Proficient at multitasking; able to work within diverse environments, completing assigned duties, and establishing rapport with various professionals from all levels and backgrounds. Fluent in English and Spanish. SOCI, INC. (FORMERLY BRANDIFY) | San Diego, CA/Anaheim, CA Senior Manager of Reputation Management, Professional Services Aug 2021–Present Lead Reputation Management Specialist | Client Success Manager (Brandify) Jun 2018–Aug 2021  Oversee a team of 12 people consisting of social media strategists, senior social media strategists, content coordinators, reputation management specialists I and II, and supervisors of professional services  Manage the workflow of the team and ensure service level agreements (SLAs) adhere to contractual agreements  Uphold the company’s reputation on a customer-to-customer basis to drive client retention through the following: o Responding to client emails to answer any concerns or inquiries and maintain specific client documentation; o Tracking client metrics and statistics; o Composing and submitting reports to clients detailing location-specific data; o Executing quality assurance (QA) procedures for reputation review responses, social media posts, and engagement responses; o Resolving numerous issues that may arise with client profiles; and o Producing content based on holiday programs and promotional offers, joining client calls to answer their inquiries or questions regarding offers  Direct a team handling the smart review response, making sure relevant key performance indicators (KPIs) are met every month  Mentor individual teams in operating the company platform as well as following the standard operating procedures (SOPs) for reputation and social media and delegate them to train new hires  Monitor and examine operational data using a database system  Perform internal and external calls with team and clients every week for updates and communication pertaining to action items for brand improvement  Utilize social media platforms such as Facebook, Instagram, and X in interacting with brand clients, along with tracking of social network reviews and engagements for more than 1,500 locations; flag reviews and social media posts for removal according to their content, privacy standards, conflicts of interest, explicit, and unrelated content  Contribute to the onboarding and integration of new and current clients such as InterDent, The Cheesecake Factory, Grand Lux Café, North Italia, Ferguson, and Pet Supplies Plus  Render assistance in meeting changing demands by proposing improvements to business systems or procedures  Exhibited professionalism and competency in accomplishing assigned tasks, consequently receiving the Employee of the Month awards in December 2018, April 2019, February 2020, October 2021, July 2022, and September 2023   MESA RIDGE APARTMENTS – MONARCH INVESTMENTS | Albuquerque, NM Assistant Property Manager Mar 2018–Sep 2018  Confirmed utility numbers along with specific companies  Accomplished rental applications for prospective renters  Worked with maintenance to guarantee apartments meet quality standards before client move-ins  Generated leases for new tenants REAL PROPERTY MANAGEMENT (RPM) | Albuquerque, NM Assistant Property Manager Jan 2017–Mar 2018  Completed a comprehensive market analysis (CMA) for the available vacancies  Filed legal paperwork affiliated with move-ins and evictions  Organized schedule showings and processed rental applications  Directed all digital marketing and customer service-related strategies LOCAL MARKET LAUNCH | Santa Barbara, CA Operations Supervisor Apr 2014–Jan 2017  Conducted QA of automated script runs and reported inaccuracies to the Technical Engineering Department through Asana  Interacted effectively with customers through telephone or email  Gauged overall productivity by completing reports on a weekly basis  Conceptualized and implemented innovative training strategy for the Operations Department  Secured client retention by responding to product questions and supporting client services and customer success Associate of Arts Degree in English/Language Arts, May 2012 GPA: 3.75 Cerritos College | Norwalk, CA  Scholars Honors Program | Highest Honors Graduate Reputation Management | Social Media Account Administration | Data Analysis Content Development and Coordination | Marketing Strategy Implementation | Client Relations | Digital Marketing Top Seller Award, Apr 2012–Feb 2013 New Concepts in Marketing | Long Beach, CA ACTIVITIES Volunteer, Animal Shelters