Customer Success Manager

Supported senior leadership in enhancing client advocacy and compliance initiatives. Coached and mentored team members, fostering performance improvement and professional development. Resolved escalated client issues with discretion, ensuring adherence to policies and regulations. Leveraged CRM tools and analytics to diagnose trends and streamline workflows. Collaborated with stakeholders to fortify digital communication strategies and elevate client engagement.

Supervised daily operations of a dedicated support queue, defining workflows and service standards. Trained, onboarded, and coached team members, ensuring consistent, high-quality customer service delivery. Monitored performance metrics to guarantee KPIs, compliance, and achievement of quality benchmarks. Acted as an escalation point for complex client concerns, improving resolution times and enhancing satisfaction. Boosted customer satisfaction by 18% and reduced handle time by 12% through coaching and process enhancements.

Managed over 50 daily customer interactions via phone, email, and social media. Provided technical support for HVAC equipment and WiFi thermostats, including warranty quotes and service coordination. Resolved escalated complaints (BBB, Attorney General), safeguarding brand reputation. Delivered feedback and reports to leadership on performance trends and identified improvement opportunities.

Maintained executive calendars, coordinated appointments, and arranged travel logistics. Scheduled meetings and conferences while managing logistics to maximize operational efficiency. Drafted business correspondence and reports, overseeing the routing of communications. Managed multiple email inboxes, ensuring timely responses and follow-ups. Processed and reconciled expense reports, ensuring accuracy and confidentiality. Provided support to customers and vendors while managing additional executive administrative responsibilities.

Directed office operations, scheduling, and the delivery of client services. Assisted with client tax preparation, ensuring compliance with federal and state regulations. Enhanced productivity by 26% through workflow optimization, contributing to improved client retention.