Customer Success Manager

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
Available for Hire
Yes
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.
Save

About me

Hello! My name is Brandon – I’m a Customer Success professional with over 8 years of experience in customer-facing roles. I currently function as a Customer Success Team lead at my company. I lead a team of ten CSMs who each manage a portfolio of over 200 digital freelancers to establish high-touch, valuable relationships that aim to grow their online freelancing businesses through means of virtual consulting & service page optimization. I am skilled in relationship building & management, data analysis, project management, cross-department collaboration, public speaking, training and development.


Professional area



Education

2011 - 2016 B.A. in Human Communication/Minor in Marketing @ University of Central Florida

Experience

9/2021 - current Customer Success Team Lead @ Fiverr

– Managing a team of ten CSM’s
– Provide required support and resources to ensure my team can fulfill their roles to their maximum potential.
– Facilitated and delegated several of team-wide initiatives including KPI management, Voice of the Customer presentations, user networking events, educational & onboarding webinars, and program rollouts.
– Worked with other Success Team Leads, Group Managers, and Directors to ensure companywide goals were achieved
– Cross-department collaboration

1/2020 - 9/2021 Senior Customer Success Manager @ Fiverr

– Managed a portfolio of 200+ digital freelancers with an end goal of growing their overall revenue via 1:1 consultation
– Maintained a 92% or more portfolio retention rate
– Conducted & hosted multiple webinars for our managed freelancer population.
– Worked with various cross-functional departments and key stakeholders on collaborative initiatives.
– Participated & led multiple projects with the intended goal of gathering feedback from our users to improve the platform.

1/2019 - 1/2020 Trainer @ Booking.com

– Facilitated both new hire and specialist up-skilling classes of up to 20 agents.
– Laid the groundwork for class agendas completed in a timely fashion
– Measured agent behaviors, attendance, and aptitude via various training tools.
– Maintained consistent communication with the agent’s future/current Team Leads.
– Stayed current with global training initiatives and assisted with rolling out new learning platforms.

6/2017 - 1/2019 Quality Executive @ Booking.com

– Regularly listened to & evaluated both live and recorded agent calls
– Partnered with stakeholders at the site level to provide effective and impactful coaching and development via face-to-face feedback to agents.
– Analyzed data to create action plans for intentional work based on return on investment.
– Facilitated calibrations and assisted with rolling out any new information to the office.

6/2016 - 6/2017 Customer Support Executive @ Booking.com

– Provided friendly efficient customer service to both guests & hotel partners via both inbound/outbound calls
– Maintained individual KPIs including CSAT, number of daily contacts, and call quality


Recommend this talent

Recommend this specialist

Network