Salesflow.io

- Lead, manage, and mentor the CSM team across Europe and the US
- Strategize to improve customer retention, boost product adoption, and identify upsell opportunities.
- Monitor customer health metrics and proactively mitigate churn risks.
- Hold regular business reviews with key clients, addressing performance, progress, and growth avenues.
- Stay updated on industry trends and foster learning within the team.
- Update the team on product modifications and devise customer training programs.
- Strengthen key customer relationships and manage escalated issues.
- Ensure the Account Manager/Customer Success Manager maintains robust client relationships, acting as their primary liaison and advocating for their needs. 
 
Cross Department
- Cooperate with Sales and Marketing teams for smooth customer onboarding and continued support throughout their lifecycle.
- Cooperate with the support team and team lead for quick customer issue resolution.
- Convey vital customer feedback to the product and engineering teams.
- Be involved with key product roadmap meetings with the product and engineering team.
 
Done for You
- Supervise the DFY Services team and collaborate to strategize for client retention, satisfaction, and growth.
- Monitor the DFY Services team's performance, offering periodic feedback, assistance, and guidance.

Customer Success Manager- Team Lead

Transitioned from managing single end users and small sales teams to bigger sales teams and agencies in the America region. 
Forming alliances and relationships with start-up agencies, helping them achieve ROI and expand their own businesses

Customer Success Manager

- Be the primary point of contact and build long-term relationships with clients/partners
- Help customers through email, phone, slack, online presentations and screen-share
- Develop a trusted advisor relationship with customers
- Forecast and track key account metrics
- Work with the Sales team to onboard and integrate new clients while developing existing client relationships
- Liaise between the customer and internal team
-  Update knowledge of company products and services.
- Resolve complaints and prevent additional issues by improving processes.
- Act as a client advocate with a focus on improving the buyer experience.
- Be part of renewal of accounts and ensuring high retention rates

Customer Success Specialist

- Work with local businesses to design brochures, logos, menus, and other customer facing documentations
- Conduct industry, market, and competitor analysis to produce a business plan
- Partner with hotels to maximize traffic, increase brand exposure through internal designs
- Manage phase 1 of a $2 million dollar project to build a rooftop venue in downtown Louisville
- Design website that is SEO compatible and traffic maximized

Part-time Freelancer

JoLCEL

- Analyze data to discover trend and forecast to assist strategic planning result in a steady increase in revenue
- Assist with inside sales and leads development clients’ needs and convert leads to customers
- Conduct process analysis to further understand the customer’s needs and discover paths to success
- Develop new operation procedures to eliminate lead time and increase response time by 70%
- Implement several operational tools that lead to 30% increase in productivity
- Maintain close contact and communication with customers to provide professional service and maintain relationship
- Manage over 85 accounts with a 7% increase yearly, provide regular checkups and proactive assistance
- Process inquiries, research issues and develop details plan to resolve issues and improve efficiency

Account Manager

Oasis Solutions

- Became the appointed account manager for over 150 customers
- Connected with customers via chat, phone call and video call to assist with questions and problems
- Managed 3rd party and small to mid-size projects 
- Negotiated, drafted and approved contracts for clients and independent contractors
- Processed customer inquiries, researched issues and developed plans to revolve problems in a strict time constrain

Operations Coordinator

Xuan Minh Audio

- Managed all internal activities and transactions
- Improved operations by 20% through multiple projects of process improvements
- Managed all customers' information and suppliers, making sure all data were up to date and scrubbed
- Analyzed purchase patterns and habits to come up with strategies in order to increase loyal customers and attract new customers.
- Maintained contact with over 200 customers with proactive communication and assistance
- Owned a portfolio of 200 accounts with 90% retention rate

Customer Success Associate

Forever Living Products (Home Office)

- Executed several internal projects to streamline operation processes across 38 branches
- Developed customer facing documentations to improve sign-up and membership counts
- Joined the sales team to sell wellness improvement products, sold over $35,000 in 6 months
- Supervised internal relocations to maximize morale and productivity

Operations Specialist

Mid-Senior Level Customer Success Manager with a demonstrated history of working in the tech, education, and consulting industry (primarily in SaaS roles). Over 5 years hands-on experience leading data-driven B2B and B2C operations including building scalable programs to engage new customer verticals, capture repeat buyers and provide technical and sales support to thousands of users.

Rediscovering the potential of personal connection. Reframing the mentality around customer experience and leadership. Challenging the traditional customer service framework. Utilizing the power of authenticity, consistency and empathy. Closing the gap between professional and personal connections.

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