Customer Success Manager — Fintech/SaaS

I am a client-facing financial services professional with multiple years of experience specializing in annuities, financial planning, and CRM workflows, particularly with Microsoft Dynamics 365. Throughout my career, I have demonstrated expertise in onboarding, adoption, renewals, and stakeholder management, ensuring smooth client experiences and operational efficiency. I hold a SECRET clearance and a Life & Health insurance license, which underline my commitment to compliance and professionalism.

My core strengths include customer success, client training, process improvement, and cross-functional collaboration. I am proficient in Morningstar reporting and have consistently maintained high standards in task completion and service quality. I pride myself on my ability to manage complex workflows and deliver results that exceed expectations.

In my recent roles, I have constructed and updated approximately 45 to 60 comprehensive financial plans annually and assembled 80 to 100 annual review kits and investment proposals. I have processed 150 to 200 regulated transactions with over 97% first-pass accuracy, demonstrating my attention to detail and regulatory knowledge.

I have maintained a task SLA adherence rate above 95% within Dynamics 365 workflows, ensuring timely and efficient handling of client requests. My experience includes managing high call volumes in annuities service, achieving quality assurance scores in the top 10% and customer satisfaction ratings around 4.7 out of 5.

Additionally, I have a proven track record in consultative sales, having logged over $6 million in sales with a conversion rate between 22% and 28% on qualified leads. My diverse background, including military service, has equipped me with discipline, resilience, and leadership skills that I bring to every professional challenge.