Customer Success Manager (B2B)
CurrentResilient and adaptable professional thriving in a fast-paced environment, consistently exceeding targets and KPIs. Collaborative team player with expertise in cross-functional coordination, managing business accounts, and ensuring CRM accuracy.Experience:- Quality Engineering, Quality Assurance, User Acceptance Testing Engaged in User Acceptance testing and Quality Engineering for optimal system performance. Quality assessments providing insight for improvements. Identified areas of opportunity.- Cross-Functional Collaboration Effectively collaborated with Developers, Optimization, Contracts, Taxes, Sales, and Marketing teams for seamless operations.- Business Account Management Successfully managed Business Accounts, optimizing processes for efficiency and effectiveness.- CRM Maintenance Meticulously maintained CRM, ensuring accuracy and completeness of information.- Order Management and Analysis Conducted order processing, pre/post-sales support, and comprehensive order fulfillment analysis.- Customer Experience Focus Prioritized customer experience, retention, and one-touch issue resolution.- Fraud Prevention and Investigation Vigilantly opened cases on suspicious activity, conducted thorough investigations, and escalated when necessary. - Process Improvement and Solution Design Contributed to continual service improvement through solution design and business process reviews.- Design Perspectives Provided design perspectives to maintain consistency, stability, and supportability in business processes.- Requirements Gathering and Stakeholder Engagement Conducted meetings with system owners and stakeholders to gather comprehensive business requirements.- Subject Matter Expertise Acted as a Subject Matter Expert during implementation phases.- Timely and Efficient Operations Completed assigned duties efficiently, timely, and with minimal supervision to meet KPIs and SLAs.
