-Proven experience in customer success management within the digital investigations field-Strong ability to develop and maintain positive relationships with customers-Experience in identifying customer needs and implementing solutions to improve customer satisfaction-Strong background in product demonstrations, training, and technical support-Proven ability to increase customer retention and drive revenue growth-Strong communication and problem-solving skills-Experience working effectively with cross-functional teams-Strong understanding of digital investigations software and technology-Familiarity with customer relationship management (CRM) software and data analysis tools-Ability to manage and prioritize multiple tasks and projects-Strong interpersonal skills and ability to build trust with customers-Proven ability to understand and analyze customer data to drive customer engagement and retention-Strong presentation skills and ability to effectively communicate with customers and internal teams

Responsibilities:-Manage technical support and client care teams to ensure all clients receive an industry leading customer experience-Oversee and provide post-sale support to collegiate and academic institutions and professional/semi-professional sports organizations for product offerings. -Responsible for maintaining established relationships with high value clients that require any technical and/or product support-Key stakeholder in the product and development cycle for the current products offered, which include athletic websites, live streaming, Mobile and OTT applications, live stats, camps and awards. -Worked directly with strategic partners to provide the necessary requirements for support, integration of services, product development and training documentation for end users and internal staff. -Provide product and technical consultation to both the Sales and Client Success Teams during the sales and renewal process. Achievements:-Successfully transitioned three separate companies into one unified operations team within 6 months of acquisition -Managed organization-wide adoption and implementation of Salesforce Service Cloud which improved company wide efficiency and enhanced overall customer experience -Identified opportunities in the new hire onboarding process and created a digital, universal training program that was used company wide, with an emphasis on the customer experience.

Responsibilities:Manage day-to-day activities and provide resources for the customer support representative team, while simultaneously handling high volume phone calls and emails on the support floor.Act as an escalation point for internal and external issues that are highly sensitive and timely in nature.Continually work with various departments and managers on improving communication across the organization, with the overall goal of increasing customer satisfaction.Onboard new clients.Oversee one-on-one coaching, and provide performance improvement plans.Provide training for all new hires.Achievements: Consolidated and created internal and external resource center for client support team to assist clientsCreated and implemented Customer Success Journey alongside sales and marketing teamsInitiated a 3-month call tracking project, which analyzed incoming call data in order to identify areas of improvement across various departments. Restructured and implemented a new hire training program known as “Stretch University”.Developed and deployed a Client Gift Initiative to build and maintain relationships with new and existing clients.

Customer Service Leadership Development Program | April 2013 – May 2014Participation in a development program where candidates advanced through numerous positions within the business to cultivate leadership and customer service skills.Customer Service Representative (CSR): Responsible for entry-level CSR duties which included tier 1 technical support for all products and services, basic troubleshooting, and account management.Customer Pro Representative: Supported high-value and high-risk customers and provided top quality customer support to maintain the client relationship and ensure customer retention. Customer Relations Team Representative: Handled customer escalations in addition to the Customer Pro and Customer Service Representative responsibilities.Team Captain: Organized and managed CSR team huddles, and lead improvement initiatives in order to increase performance metrics. Acted as interim supervisor of support to representatives during any absence of leadership. Technical Apprentice: Provided Tier 2 technical support with emphasis on network and device troubleshooting.Operations and Quality Assurance Coordinator: Researched and analyzed call center data in order to improve company performance and customer satisfaction. Achievements:Top performer in Key Performance Indicators (KPI).Lead representative in customer management and retention throughout development program.