831.332.6599 | steveheaton3@gmail.comCreating win-win scenarios that balance customer needs with company interests is my passion. I guide customers to success. Through training, mentoring, and coaching clients to optimize their experiences, I establish paths to great results. Customers respond with loyalty and trust.The customer success role is a natural fit for me:🡺 I’m known for dependability and a customer-first mindset. I intuitively pick up on what matters to customers and how to meet their needs. I’d rather be in the trenches making things happen for the customer than stand around watching.🡺 As a customer advocate, I’m detail oriented and enjoy taking an investigative approach to find solutions. I research data to understand customers’ unique needs and suggest adaptations to developers on the backend. I monitor my customer advocacy efforts and build action plans for improved customer experiences.🡺 My extravert personality makes it easy to retain accounts. I am fluent in relationship and network building, and quickly build rapport with customers and key decision makers in the company.Some of my customer success accomplishments include:🡺 I position competitive cyclist to compete at national levels. My analyses, action plans, and customer-centric coaching consistently lead clients to the podium.🡺 I elevated a client base from B/C grade to A/B grade, leveraging my relationship networks to build credibility and trust.🡺 I achieved 100% client retention and grew business accounts, providing strategies that secured customer success and earned their trust.🡺 I increased client base 100% in a recessionary market by evaluating customer needs and developing plans for success.I’m here to grow my network and connect about all things customer success. If you’d like to discuss what I do, please feel free to reach out!
Foundation Repair
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Structural Foundation Sales ConsultantFoundation Repair 2019 - PresentConsult with homeowners, realtors, property managers and general contractors. Interview to understand their desired outcomes. Execute detailed and thorough inspections to provide an accurate diagnosis of the issues to achieve the desired outcome during the initial site visit. • Presenting solutions, educating prospects on our value proposition, pricing options, and project timeline expectations during the initial appt. Aligning with prospects goals as well as offering complimentary out of scope recommendations discovered during the inspections for upsell opportunities. • Goal of closing the sale at the appointment on the same day. If not, follow-up to close the sale within 5 days of original appt. • All prospects are sent a digital proposal outlining and detailing solutions within 48hrs. • Post sale project management: production, engineering, permitting, scheduling, installations, change orders and billing. Main point of contact for the customer from contract signing to completion of installation.
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Customer Success ManagerDealer Ai - B2B Saas 2018 - 2019Bay Area, CaA (SaaS) start-up established customer success / customer relationship management processes to integrate texting software into auto dealership environments. Weekly on-site customer visits to identify pinch points, interview champion users and inactive users to understand the why & why not behind the adoption. Advocated for customers, created plans to optimize usage, back-end analysis, and collaboration with engineering to improve the customer experience. • Onboard customers after sale, met with managers in diverse departments to understand their specific needs to focus on features that align with customer goals. On-site user set-up, individual and group (how to) training sessions. Created an incentive program (thank you spiff) to promote user engagement. Identified all key decision makers to establish and foster relationships. • Monitored customer health through back-end data analytics. Tracked performance, trends, best practices, pinch points and proactively resolved problems before they became a problem. • Manager meetings virtual and on-site, review performance metrics, listen to gain valuable feedback in order understand how the product is being perceived from the customers perspective (day in the life of the customer), highlight champion users, show how the product is adding value and discuss action plans to improve product adoption within all department users.
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Insurance Agent / Customer SuccessFarmers 2016 - 2018Capitola, CaIn office with 4 agents, managed 2,000 accounts, rapidly learned all aspects of the business. Upheld customers success from first contact to close of sale: Reviewed policies and advised customers, processed, monitored claims, and provided accurate documentation.• Account Management, renewed, updated policies to provide customers with maximum value. Gained trust through 1-on-1 educational consultations, evaluated, addressed needs and risks.• Guided customers to suitable products, navigated complex regulated policy guidelines.• Expanded accounts, upsold and cross-sold products to balance customer needs with company interests.• Accurate documentation is critical, paid close attention to detail to catch and address errors within set timeframes. Reviewed agency’s accuracy rates and strategized to improve.
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Customer Success Coach / ConsultantHc3 Cycling, Coaching & Consulting 2011 - 2016San Francisco Bay AreaConsult and coach up to 30 athletes/business professionals to set and meet goals. Retain long-term (Multiple years) clients, developed plans to optimize customer experience and success. Evaluate, motivate, and manage progress daily, weekly, and annually.• Position clients to perform at their best at highest levels of competition, evaluated and made frequent recommendations to maintain progress. • Monitor and guide, used data analytics software to discover and address training inefficiencies. Coach clients to focus on and overcome weaknesses. Track and evaluate progress. • Engage clients through unique “Train the mind; the body will follow” brand mantra, teaching life balance skills to build confidence and reach goals.
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Territory Sales ManagerSpecialized Bicycle 2005 - 2011San Francisco Bay Area, CaDeveloped close relationships with clients, promoted #1 industry brand products through mutually beneficial consultations. Elevated retail customer’s instore presentation of premier brand to match marketing strategies and advertising. Managed promotional programs to gain customer trust and collaboration. • Exceeded revenue targets, synergizing for customer success through trust-based relationships that created openness to company’s marketing concepts and strategies. Streamlined process through incentive programs.• Increased average unit price and margin dollars in multimillion dollar territory, educating on brand value and leveraging programs. Encouraged synced merchandise displays and proved brand’s profit potential. • Increased sell-through rates consulted and advised clients on sales forecasts, insights, and marketing strategies. Ran promotional events to support raising brand awareness. • Secured brand’s prime position within retail environments, educating clients on product portfolios and customer-experience marketing model.• Gained customer buy-ins on marketing model, leveraging positive relationships to guide purchase of cross-sell categories that supported consumers’ desired experience.
Steve Heaton Education Details
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SbccPhysical Education
Frequently Asked Questions about Steve Heaton
What company does Steve Heaton work for?
Steve Heaton works for Foundation Repair
What is Steve Heaton's role at the current company?
Steve Heaton's current role is Structural Foundation Consultant.
What schools did Steve Heaton attend?
Steve Heaton attended Sbcc.
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steve heaton
Cincinnati, Oh1fuse.net -
5yahoo.com, gmail.com, att.net, aol.com, graef-usa.com1 +141436XXXXX
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Steve Heaton
Nashville Metropolitan Area4jameshardie.com, yahoo.com, yahoo.com, atlasroofing.com4 +177095XXXXX
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3gmail.com, aol.com, carmax.com
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