Madelyn M. Email & Phone Number

Montreal, Quebec, Canada

»Manage a $4M book of business of 30 Mid-Market and Enterprise accounts.»Analyze customer data to identify trends, issues, and opportunities forimprovement, resulting in a 25% increase in client satisfaction.»Deliver an average of 30 presentations on product features and valuepropositions at EBRs, Health Checks, Onboarding Sessions, and Partnership Reviewsin a single quarter.🖊️Key projects:»Develop technical documentation for product troubleshooting,enhancing support processes for 10+ CSMs across the team.»Improve existing Health Check deck templates by keeping them up-to-date with new feature additions.

Shawinigan, Qc

»Manage the overall relationship with clients in the assigned portfolio of 15-20Mid-Market and Enterprise accounts, consistently achieving high client satisfactionscores of 85% and above.»Conduct executive-level follow-up meetings to drive interaction and strengthenrelationships, resulting in a 20% increase in client engagement and collaboration.»Monitor and analyzed Key Performance Indicators (KPIs), such as accounthealth, platform usage, and adoption, resulting in a 10% enhancement in clientsuccess metrics within a 6-month period.🖊️Key projects:»Mentor new CSMs, guiding and training 5 new hires, resulting ina 50% reduction in their onboarding time and improving team performance.»Create CSM processes from scratch increasing productivity and work quality by 30%.

Canada

»Handled an average of 50 customer inquiries per day via phone, email, and live chat,meeting 90% customer satisfaction rating.»Demonstrated exceptional product knowledge, resulting in a 30% reduction in averagecall handling time and improving the efficiency of customer interactions.»Resolved customer issues and complaints with a first-contact resolution rate of 85%,minimizing escalations and enhancing overall customer experience.

Bachelor Of Arts In English Language, English Language And Literature/Letters

High School