As a Mid-Market - Customer Success Manager at Motive. My core focus is on product service adoption where I currently manage a portfolio of more than 150 customer accounts worth $2 million. My mission is to build strong, lasting relationships with customers. I believe in leading conversations that add value, ensuring they make the most of Motive's product and maximize usability to get ROI. I work as an advocate for our customers and a bridge between our clients and cross-functional teams. I lead initiatives to build and evaluate projects within the Customer Success department, ensuring our strategies align with our customer's evolving needs. With a strong foundation in customer success and a commitment to delivering exceptional experiences, I'm dedicated to driving measurable results for my clients and Motive.

Ensuring customers get fast time value building customer loyalty and reducing churn.Analyzing customer data to improve customer experience.Assisting customers with setting up and navigating programs and software.Creating training courses and educational materials.Maintaining a book of 100 customer accounts with an ARR of $1MHandling additional projects such as Product adoption, Account Intelligence, EBRs, and Voyager.

Own overall relationship with assigned clients, which includes managing, increasing adoption, ensuring retention, high levels of customer satisfaction, and reducing churn.Provide the best support and communication for our customers via email; Respond to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate.Recognize customer trends or issues and collaborate with internal teams on solutions to improve the customer experience.

Contacting potential clients to establish rapport and arrange meetings.Understand the needs of the customer and respond effectively.Increasing the value of current customers while attracting new ones.Provide consistent, accurate, and timely communication to clients through verbal and written correspondence.Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.Attending conferences, meetings, and industry events.Planning and executing virtual webinars/events/training for generating revenue and leads.Managing helpdesk software such as Zendesk and CRM software to respond to online visitors.

Media Relations & Press ReleasesAdvertising CoordinationPromotional & Campaign and ManagementPlanning & Implementing Marketing ActivitiesMedia communications and Events Management Managing Social Media accounts and Paid Social Media Advertising

Develop, document and maintain functional test cases and other test artifacts like the test data, data validation and automated scripts.Execute and evaluate manual or automated test cases and report test results.Hold and facilitate test plan/case reviews with cross-functional team members.Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.Ensure that validated deliverers, meet functional and design specifications and requirements.

Maintain product expertise.Generating sales leads that develop into new customers.Answer customer questions through phone and email.Process sales and up sell when appropriate.Developing customer service representatives.Keep track of customer record.

Conducting online surveys.Gathering information from different clients.Record the results of surveying.Verify the accuracy of survey data.Measurements and calculations conducted online.