Sonia Highet work email
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Results-oriented customer success professional with over a decade of experience in B2B, SaaS, and enterprise environments. I excel in driving client retention and growth through data-driven strategies and effective team development. With a proven track record in conducting quarterly business reviews, analyzing client feedback, and implementing processes to reduce churn, I am committed to fostering strong relationships with key stakeholders and delivering exceptional value through a customer-centric approach.As a client post-sales professional, I am skilled in relationship management, strategic planning, and revenue expansion. My expertise includes clear communication, customized strategy development, and issue resolution, leading to successful client onboarding and account growth. I have a history of cross-functional collaboration to improve processes and drive results.I specialize in Client Success Management, Strategic Planning, Account Management, and Process Improvement, focusing on:- Cultivating client relationships and managing expectations.- Building and managing teams, including leading remote personnel.- Identifying situational connections and understanding the dynamics of client relationships.- Analyzing complex situations to develop appropriate action plans.- Leveraging customer data to drive informed decisions.- Collaborating effectively with diverse personalities.- Communicating through strong interpersonal, written, verbal, and presentation skills.- Adapting to changing company and client needs.- Great sense of humorI am passionate about enhancing customer experiences and driving sustainable business growth, and I look forward to connecting with professionals who share a commitment to excellence in customer success.
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Customer Success ManagerGiftbitMountlake Terrace, Wa, Us
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Head Of Account ManagementRuna Oct 2022 - Dec 2023London Area, United Kingdom● Led and developed a team of eight Account Managers at an international digital payout company, focusing on client retention and growth.● Trained newly formed team on proactive client management, conducting QBRs, analyzing data trends, and identifying churn and growth signals.● Increased year-over-year client spend by 64%, reaching $754M+.● Set and monitored the team’s quarterly objectives, advancing key performance indicators to achieve targets.● Managed key enterprise accounts, driving year-over-year growth of 43%.● Conducted weekly 1:1s and team meetings to ensure alignment on objectives and support professional development.● Analyzed client feedback and data, collaborating with internal teams to implement improvements across customer touchpoints.● Designed and implemented a standardized process for monitoring, identifying, and offboarding clients at risk of churn. -
Director, Customer SuccessTango Card Apr 2021 - Mar 2022Seattle, Washington, United States● Spearheaded operations for a team of 18, including 11 CSMs, 6 onboarding agents, and 1 manager.● Set OKRs for the Customer Success department, driving performance and accountability.● Increased year-over-year client spend by 44%, reaching $712M.● Improved internal efficiencies by standardizing client touchpoints and intervention strategies.● Established new escalation communication channels to streamline client issue resolution.● Overhauled CSM team roles and responsibilities, optimizing skillsets and improving scalability to match a growing client base.● Reorganized account assignments based on experience, rewrote job descriptions, and optimized team structure for efficiency. -
Manager, Customer Success ManagementTango Card, Inc. Feb 2020 - Mar 2021Seattle, Washington, United States● Directed a team of 9 client success managers, driving a 31% year-over-year increase in client spend to $496M.● Innovated a new Client Success Support tier, focusing on self-serve and SMB clients, growing the team from one to four members in 19 months.● Managed a personal book of five strategic accounts totaling $16M in annual revenue, while overseeing the team's broader client base.● Implemented internal processes to streamline ticket issue resolution and improve escalation management.● Provided ongoing training to ensure cohesive team operations and high-quality client experiences.
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Lead Customer Success ManagerTango Card Apr 2018 - Feb 2020Seattle, Washington, United States● Managed a portfolio of 30 enterprise clients, handling product communications, training, support, and acting as the “voice of the customer” within the company.● Trained new team members, standardizing operating procedures and best practices for product adoption and system usage.● Generated $27M in annual revenue through proactive client management.● Served as the first point of contact for escalations, overseeing Level 1 and Level 2 CSMs.● Conducted customer training sessions on software utilization, including API implementation guidance.
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Customer Success ManagerTango Card, Inc. Jul 2012 - Mar 2018Seattle, Washington, United States● Established the Customer Success Management department as the first hire, defining and developing the role to align with the company’s growth.● Onboarded and managed 85 accounts, generating $45M in annual revenue, including major accounts such as Microsoft, Gartner, HelloWorld, Extole, and AutoHook.● Developed process documentation for client onboarding and created migration plans for transitioning clients to the v2 platform.
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Sales & Client ManagerDload May 2010 - Dec 2011Sydney, Australia● Managed client accounts and sold CRM platforms in the U.S. for an international digital communications provider.● Served as the primary contact for corporate accounts, including Radio One, AOL Latino, and Dawson McAllister Live, planning and executing client goals while monitoring mobile campaigns.● Guided clients in understanding digital solutions aligned with revenue and branding objectives.● Identified product developments and enhancements to better serve customer needs.● Played a key role in reconfiguring the CRM platform’s reporting output and presentation.● Supervised and managed dedicated customer support staff, ensuring high-quality service delivery.
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Director Of Customer DevelopmentMediaspan Online Services Jan 2007 - Jul 2008Irvine, CaliforniaConsulted with clients to generate additional revenue using MediaSpan products and tools. ● Worked with Product Management team to develop products that were forward-thinking, scalable, and revenue generating.● Developed marketing pieces for product releases.● Presented MediaSpan products to corporate-level executives.● Project Manager for launching a national broadcasting company's group of nearly 190 radio station websites.
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Director Of Account ManagersMediaspan Online Services Mar 2003 - Jan 2007Irvine, CaliforniaManaged team of five Account Managers for the online marketing solutions company.● Supervised and evaluated work activities for all Account Managers.● Planned departmental team and individual goals.● Managed radio group account of 79 websites.● Traveled to customer sites around the U.S. to train sales teams and webmasters.
Sonia Highet Skills
Sonia Highet Education Details
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Communications -
Dale CarnegieEffective Communications & Human Relations
Frequently Asked Questions about Sonia Highet
What company does Sonia Highet work for?
Sonia Highet works for Giftbit
What is Sonia Highet's role at the current company?
Sonia Highet's current role is Customer Success Manager.
What is Sonia Highet's email address?
Sonia Highet's email address is sh****@****ail.com
What is Sonia Highet's direct phone number?
Sonia Highet's direct phone number is +120644*****
What schools did Sonia Highet attend?
Sonia Highet attended Lewis And Clark College, Dale Carnegie.
What skills is Sonia Highet known for?
Sonia Highet has skills like Account Management, Project Management, Public Speaking, Digital Marketing, Online Advertising, Strategy, Radio, Start Ups, Marketing, Customer Service, Leadership, Online Marketing.
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