Senior Customer Success Manager

I manage relationships and service delivery for U.S.-based property management clients, serving as a primary contact for account concerns, escalations, updates, and follow-through. I support customer engagement, onboarding, retention, and cancellation management in a remote environment.

I coordinate with Operations, Quality Assurance, Accounting, and support teams to resolve issues and clarify ownership. I conduct complaint reviews and root-cause analysis, maintain customer records in Salesforce and HubSpot, and develop SOPs, checklists, templates, and workflow guidance to improve service quality and accountability.

I led a team of up to 100 FTEs and supported Pacific Operations involving approximately 80 FTEs. I oversaw customer-facing and back-office service delivery, team performance, quality expectations, staffing needs, operating procedures, escalations, and continuous improvement initiatives.

As Hub Excellence Lead from 2020 to 2023, I managed department office administration and provided partial executive assistance to the Executive Vice President. I also supported recruitment, onboarding, coaching, performance management, and operational reporting to identify service gaps and improve workflows.

I managed day-to-day shared-services workflows, service levels, quality requirements, process compliance, and operational issue resolution. I ensured work was completed accurately and within established procedures and deadlines.

I coordinated with internal stakeholders to address customer and business concerns, monitored team performance, coached employees, and implemented process improvements to increase efficiency and accuracy.

I managed customer and operational support processes for East Asian markets, including customer requests, escalations, reporting, and service-performance activities. I supported consistent delivery of customer and operational requirements across functions.

I coordinated stakeholders to resolve issues, maintain accurate records, and improve operational communication and service continuity.

I supervised account management activities for North American customers, including customer requests, order-related concerns, and escalations. I monitored service quality and supported timely resolution of account and fulfillment issues.

I coached team members and coordinated with internal teams to improve customer experience, team performance, and operational follow-through.

I supported a portfolio of more than 800 California resellers through email and phone communication. My responsibilities included account inquiries, order management, fulfillment coordination, and customer record maintenance.

I worked with internal teams to address customer requirements and ensure accurate, timely account support.

I delivered customer support in a high-volume contact center environment, handling customer concerns and providing clear, professional communication. I developed strong customer service, issue-resolution, and service-quality skills.

As a mentor, I helped colleagues improve their customer communication, service practices, and ability to resolve customer issues effectively.