![Mikaela Hickman](https://jobicy.com/react/themes/app/images/avatar.jpg) Mikaela Hickman # Customer Success Manager Actively looking · Member since 12 Sep 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryUnspecifiedWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a highly effective and results-driven Customer Success professional who excels in creative problem-solving and top-notch customer service. Experienced in SaaS start-up environments with client relations, onboarding, implementation and product adoption, customer retention and expansion, and account management. I have a track record of improving adoption rates up to 8%, keeping churn below 2%, and maintaining a 90%+ renewal rate. With a high level of initiative and accountability, I hold excellent leadership and communication skills and a keen ability to multitask and prioritize. My field of expertise is Education, but I am always ready and willing to expand my CSM skills into other areas. Proficient in all Google Suite applications, Microsoft Office Suite applications, Salesforce and Zendesk. ## Skills 24 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Active Listening](https://jobicy.com/talent/active-listening.md)[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Collaboration](https://jobicy.com/talent/collaboration.md)[Communication Skills](https://jobicy.com/talent/communication-skills.md)[Critical Thinking](https://jobicy.com/talent/critical-thinking.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Journey Mapping](https://jobicy.com/talent/customer-journey-mapping.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Empathy](https://jobicy.com/talent/empathy.md)[Interpersonal Skills](https://jobicy.com/talent/interpersonal-skills.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Organizational Skills](https://jobicy.com/talent/organizational-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Relationship Building](https://jobicy.com/talent/relationship-building.md)[SaaS](https://jobicy.com/talent/saas.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Strategic Thinking](https://jobicy.com/talent/strategic-thinking.md)[Teaching](https://jobicy.com/talent/teaching.md)[Training](https://jobicy.com/talent/training.md)[Upselling](https://jobicy.com/talent/upselling.md)[Zendesk](https://jobicy.com/talent/zendesk.md) ## Experience Career history ### Client Success Manager · Square Panda Inc. 09/22 – Present- Spearhead and nurture a diverse portfolio comprising 40+ SMB, MM, and Enterprise accounts with a customer-centric approach - Guide the customer journey, from onboarding to strategic renewal, account expansion, and consistent retention - Conduct comprehensive client onboarding sessions, ensuring extensive product adoption and continuous dedicated account support. Achieved a 96% satisfaction rating across all product training deliveries and boosted product adoption by 8% since assuming portfolio ownership - Formulate and execute retention and expansion strategies founded on data-driven insights, consistently surpassing company KPIs and maintaining a 90% retention rate - Establish robust, long-term relationships with key stakeholders, decision makers, and end-users. Notably, achieving a 20% increase in connection rates following portfolio acquisition - Utilize Zendesk for unparalleled customer service, efficiently resolving support tickets and contributing to a 61% reduction in customer tickets - Conduct comprehensive account health evaluations, analyzing SaaS usage, NPS survey insights, client engagement, and quarterly business reviews - Maximize the utility of Salesforce for documenting account interactions, task management, data-driven reporting, revenue projections, and client communication records. Introduced innovative workflows that boosted CS team efficiency by 57% - Collaborate cross-functionally to elevate customer experiences and contribute to product development initiatives. Played an instrumental role in shaping processes and enhancing the company’s CS Handbook ### Customer Engagement Specialist · Brightwheel 04/22 – 08/22- Managed a dynamic portfolio of over 500 SMB accounts - Implemented proactive and reactive strategies for account retention, identifying upsell prospects, and delivering top-tier client support - Maintained a track record of sustaining monthly churn rate below 1.2% and consistently achieved or exceeded ambitious B2B sales, retention, and connection KPI metrics of 100% - 120% - Implemented innovative retention initiatives across all accounts, effectively mitigating churn - Leveraged Salesforce to meticulously manage and nurture a robust sales pipeline, ensuring streamlined operations and strategic planning - Retained extensive SaaS product knowledge - Proficiently addressed customer challenges and implemented strategic solutions through NPS surveys, check-in calls, emails, and live demonstrations or meetings - Collaborated across support teams, payment operations, and onboarding to meet customer needs - Conducted rigorous analysis of failed and renewal payments via Stripe, driving actionable insights to optimize revenue streams ### Enrollment Coach · Elsmere Education 04/20 – 04/22- Managed recruitment for multiple online master’s degree programs in partnership with The University of Oklahoma, utilizing a consultative, solutions-based sales approach - Guided prospective students from initial inquiry to program enrollment, maintaining relationships and providing unique value propositions - Monitored student progress in Slate and acted as their advocate and support throughout their enrollment journey - Maintained detailed records of all customer communication and consistently performed data tracking, data analyzing, and data reporting to hit or exceed weekly metrics and sales goals in Salesforce - Successfully recruited for 6 semesters, filling every class to 100% capacity and building waitlists beyond KPI expectations - Managed the launch of multiple brand-new online graduate programs, overseeing student recruitment, account setup, admissions processes, and exceeding KPI’s - Trained and mentored new employees on enrollment processes, sales techniques, and knowledge of our university partnerships and programs. - Developed and conducted trainings for compliance refreshers and incoming employees ### Teacher · Cherry Creek School District 01/19 – 06/20- Delivered lesson plans and materials using various training techniques, including classroom model, small groups, and one-on-one interventions - Created and delivered high-impact presentations using multiple technology platforms, including Microsoft Excel, Microsoft PowerPoint, and Google Suite - Managed multiple projects simultaneously with a team of 5, ensuring performance, quality, strategy, and timelines were achieved - Developed curriculum and training resources for a diverse clientele to enhance overall performance - Frequently required to multi-task in order to meet demands of the classroom, demands from administration and demands from other departments in the organization - Performed data input, data tracking, data analyzing, and data reporting with extreme accuracy for strict compliance records - Achieved over 97% of students making positive academic growth in all academic areas over the course of the school year ### Teacher · Douglas County School District 08/15 – 06/18Same as above (Cherry Creek School District) ## Education Learning history ### Metropolitan State University of Denver 2016 – 2018Master of Arts in Teaching ### Colorado State University 2007 – 2011Bachelor of Science in Human Development and Family Studies This professional hasn’t added portfolio projects yet. 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