Zachary Hellie Email & Phone Number

California, United States

Customer Success Manager

Diamond Bar, California, United States

• Develop and maintain strategic relationships to drive retention, accelerate account growth, and manage all non-transaction requests in the Public Sector and New Strategic Accounts in multiple industries
• Secured $5,476,941.61 for 2023. (111% of targeted ARR due to account growth)
• Own Onboarding programs, product roadmaps, and Customer Business Reviews (QBRs) to help the customer achieve their greatest ROI
• Help drive successful customer launches and higher product ROI through virtual and in-person engagements and training
• Provide reliable leads for both account and project growth resulting in $199,300 in my direct pipeline, $142,800 in my indirect pipeline, and multiple partner engagements increasing their revenue on services

Diamond Bar, California, United States

• Coached new hires and mid-level success members to ensure their success and growth in the new success model
• Developed new playbooks for CSS team members for successful campaigns resulting in in an 86.3% engagement score for our team
• Headed the operation management of our Salesforce Customer Success Revamp project on ensuring proper escalations, campaigns, and onboarding cases for the new CS department
• Ensured the success of our North American government and Canada accounts by supporting the top 10% (10,415,322 ARR) as their inside success representative for escalations and being the main point of contact for all.
• Delivered Onboarding Programs, Product Roadmaps, and Customer Success/Business Reviews creating both in-person and virtual assisting customers with successful launches and higher product engagement creating a better.
• Managed all product and support escalations during the project lifecycle

Diamond Bar, California

• Initiated a unique support experience tailoring to each subscriber's project needs while acting as the central point of contact between Support and Subscribers, ensuring a positive support experience by providing.
• Coached new hires and mid-level success members to ensure their success and growth within the Support department
• Co-developed a training system to ensure new hires a successful training experience leveraging Jira to deliver the material through automation

La Vern, CA

• Creating an experience that exceeds clients’ expectations
• Connecting with a variety of diverse clients and building short term relationships to create life time customers.
• Critical thinking to solve lives issues quickly to ensure a seamless show/presentation.
• Teaching clients with various experience how to use rented equipment

• Actively recruited new hires for the new season.
• Built client relationships while on site.
• Public Speaking for audience up to 2000 based on both preplanned and ad-hoc topics upon request.
• Generated and received calls for sales, technician, and scheduling departments.
• Trained new technicians annually on how to use equipment and how to speak to clients & students.
• Co-Delivered team evaluations and technician placements for fall semester tours.

• Creating a legendary experience for all customers.
• Building an environment for other partners (staff) to thrive and enjoy their work place.
• Ultimately, to fully connect with, laugh with, and uplift the lives of customers – even if just for a few moments.

Bachelor Of Arts (B.A.), Religious Studies: Family Developement

Education record