Marcus Lampley Email & Phone Number

San Francisco, CA, US

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

Customer Success with Marcus produces How to's and tips for people in Customer Service/Success roles. As a customer service rep myself, it's important for me to give away the knowledge I've gained, and serve as many people as possible.

San Francisco, California

• My current individual metrics:- 1 of 2 reps out of 15 in org to earn 10+ 100% CSATS in a row. - Voted MVP of the Customer Success department for August 2019. - Highest call volume leader Q4 2018 – Q3 2019.
• Assist Account Managers complete 120+ annual renewals by joining calls to proactively educate customers and troubleshoot technical issues.
• Assist Implementation Specialists complete 100+ implementation trainings by being their product expert and providing technical support during onboarding trainings to ensure the greatest customer experience.
• Document and share best practices with Implementation and AMs on how customers can increase patient engagement.
• Script and film training webinars on technical features as collateral for cross functional teams to give to customers.
• Train new hires on how to be an empathetic consultant during high stress calls.

San Francisco Bay Area

• Made 250+ calls and emails weekly to C-Suite executives while relentlessly following up to understand their business goals.
• Generated over $100k in new business pipeline.
• Received SDR of the month. (April)
• Built value-based relationships through empathetic consultation.
• Be a trusted advisor to executives and function as voice of the potential customer, putting their needs first when relaying information to AEs to help develop customer success plans.
• Detail customer feedback and provide suggestions to engineering and product to strategically drive value to customers.

San Francisco Bay Area

• Managed pollution products while exceeding a goal of 90% by maintaining a 97% rate/quote SLA using streamlined processes for new/renewed business.
• Developed a process to avoid churn and identify at risk accounts by implementing a 60-day renewal outreach standard across team resulting in a 15% retention increase.
• Cultivated cross functional relationships with departments to uncover additional opportunities to upsell through cross selling.
• Simplified and solved complex customer problems while owning the overall relationship with customer.

San Francisco Bay Area

• Acted as primary point of contact for existing clients and deliver detailed annual business reviews.
• Accountable for customer retention and satisfaction.
• Identified customer advocates whose testimonies were used to generate new business.

San Francisco Bay Area

• Created, implemented, and educated self-auditing procedure for environmental accounts that decreased the average time of completion, resulting in a decision by my manager to hire me full time after graduation.

San Francisco Bay Area

- Completed two summers and devised new filing system that creates easy access to files, prepping obsolete files for proper destruction.