Corey Mcknight Email & Phone Number

Manhattan, New York, United States

Manhattan, New York, United States

As a Mid-Market Customer Success Manager at Aircall, I am responsible for managing a growing portfolio consisting of approximately 160 mid-market accounts from various industries that utilize telephony software for their sales and support needs. My main focus is to preserve net retention and expand accounts by working closely with global cross-functional teams both internally and externally to ensure that our customers' goals are achieved and needs are met. I am known by my customers as a point of escalation, internal advocate, and advisor on all things Aircall.- Identify and pursue expansion opportunities to grow the customer portfolio- Manage contract renewal activities to execute a timely and mutually beneficial contract renewal- Gather and communicate customer feedback to help shape and define the product roadmap- Create customized success plans resulting in increased adoption, expansion opportunities, and satisfaction- Conduct business reviews, identify customer needs and recommend solutions for positive outcomes- Collaborate with cross-functional teams for seamless customer experiences and timely issue resolution- Analyze customer data to identify trends and inform business strategy- Improve processes, tools, and best practices for customer success

St Louis, Missouri, United States

At DriveCentric, I focused mainly on the onboarding of enterprise accounts while collaborating on new initiatives with established customers, building relationships with c-suite executive clients and key stakeholders. I acted as a point of escalation for a remote team of 4 Customer Success Managers supporting a large portfolio of clients. I also provided consulting and assistance in automated process building, custom report building, finance desking inquiries, training, integration mapping, and technical troubleshooting.- Manage customer onboarding projects to successfully implement software solutions- Facilitate software training webinars, recurring onboarding meetings, and post-onboarding follow-up- Communicate implementation timelines and delegating tasks to stakeholders and integration partners- Advocate for the customer internally by collaborating with product, sales, integrations, and data teams- Meet with dealership owners and management regularly to identify and address complex business obstacles- Resolve customer and integration partner requests via phone, email, live chat, and video call- Troubleshoot and document bugs, outages, and integration disruptions

St Louis, Missouri, United States

I trained and mentored a team of Uber Experts working directly with owner-operator contractors partnering with Uber. I empowered them to provide world-class support, build trust, and advocate for our partners. Floor schedule management, escalation handling, and ensuring operational goals are met were daily priorities.- Mentor and develop a subregional team of Uber Experts that work directly with contractors- Ensure operational goals are consistently surpassed by monitoring KPI metric data and mentoring teams- Triage dynamic escalation queues, resolving or routing tickets for a regional team of over 50 representatives- Facilitate cross-team collaboration amongst Support, Payment, Operations, and Account Security teams- Manage travel and food budgets, book accommodations, and report team expenses - Support management team with creation and implementation of new processes

Greater St. Louis Area

This role provides support to Uber Driver-Partners in a face-to-face office setting. Walking Uber Drivers and Fleet Partners through the onboarding process while continuously preparing them for success was a daily initiative.- Maintain trust and long lasting rapport with drivers throughout the lifetime of the partnership- Assist partners with onboarding, background checks, regulation compliance, and mobile app familiarity- Present training in group sessions to onboarding drivers with the goal of preparing them for success- Troubleshoot and report bugs, outages, product issues, and operational issues- Investigate and resolve trip incidents, payment issues, fraudulent activity, and account security issues