Senior Customer Success Associate

Owned the full client lifecycle from onboarding through renewal across a concurrent portfolio; maintained high-touch engagement standards; executed structured communication cadences; tracked client health indicators; conducted service reviews and strategic client visits; built trusted advisor relationships; leveraged Salesforce, Tableau, and Power BI for analysis and dashboards; analyzed NPS and customer feedback; led contract renewals and multi-stakeholder negotiations; identified upsell opportunities; developed account and territory plans; collaborated cross-functionally to resolve complex issues; created knowledge base articles and client-facing documentation; mentored colleagues; contributed to business strategy and process optimization.

Managed change requests, incident management, and service management tickets; oversaw order management and contract administration; handled SAW tasks within timelines; used SAP T-codes for order creation and management; created and uploaded OMW in SAP; prepared weekly performance and compliance reports.

Provided IT helpdesk support including O365 administration, Active Directory administration, and user management; handled tickets in Salesforce; resolved technical issues such as password resets, account unlocking, internet access, and email tasks; documented support issues and generated reports; provided first-line support via ServiceNow, phone, and email; assisted with cloud services; participated in Windows patching; monitored Veeam backups; adjusted vCPU and virtual disk configurations.

Planned, organized, and monitored pre-implementation deliverables and process improvement initiatives; collaborated with cross-functional teams; communicated with clients on process vision, strategy, and maturation roadmaps; maintained process documentation; contributed to client deliverables, business documents, presentations, budget management, and invoicing; provided client business solutions using SAP.