Customer Success Manager | Customer Experience Expert

-Spearheaded customer feedback collection and analysis initiatives, resulting in actionable insights that directly contributed to enhancements in the product, product adoption, and customer onboarding.

-Leveraged internal and external data insights and metrics to identify customer success KPIs and opportunities to improve experience, engagement, and brand loyalty across various stages of the customer lifecycle.

-Played a key role in driving retention by providing key input in strategic cross-functional meetings to discuss customer goals and growth, some of which were implemented by senior management.

-Maintained a strong, strategic relationship with internal and external stakeholders while fostering a culture of customer-centricity and continuous improvement within the team.

-Established as the go-to escalation point for resolving complex billing issues and took the lead within the Customer Experience team to facilitate the transition to a new billing system. This involved conducting QA testing, developing and updating training and policy materials, and proactively monitoring and reporting customer interactions and feedback for continuous improvement.

-Consistently demonstrated exceptional performance, leading to two well-earned promotions within Mightier for outstanding contributions, commitment, and proven ability to exceed expectations. Beginning as a Customer Experience Representative, within a year I was promoted to Family Care Specialist – and then Senior Family Care Specialist a year later.

-Implemented a new ticketing system, such as Zendesk, to streamline customer support processes achieving improved ticket tracking and lower resolution times.

-Created and maintained a knowledge base and self-service resources, resulting in a reduction in support requests and improved customer satisfaction.

-Collaborated with third-party vendors and suppliers to improve service delivery and ensure a seamless customer experience, securing a 30% reduction in service disruptions.

-Demonstrated in-depth product knowledge and expertise, providing customers with accurate information and solutions while maintaining an average customer satisfaction rate of 96%.

-Collaborated closely with cross-functional teams to resolve complex customer issues, resulting in faster issue resolution, improved customer satisfaction, and a 20% reduction in escalated cases.

Thrived in a fast-paced, high-pressure environment, consistently delivering exceptional support while maintaining a low average resolution time.