Customer Success Manager

FRANCINE KATZ

Greater Chicagoland Area 847-***-**** ad62sx@r.postjobfree.com

Seasoned Customer Success Manager with extensive experience managing the life cycle of customer success including post-sale implementation, training, and ongoing support services. Excel at understanding customer needs, compassionately responding to requests, proactive engagement and expedient problem solving. Proven track record of achieving complete customer satisfaction in a variety of fast-paced environments. PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

CUSTOMER SUCCESS MANAGER 2016 - 2021

TELETRAC NAVMAN GLENVIEW, IL

Proactively manage SAAS midsize telematics base of 250 accounts

Insure customer satisfaction, preventing churn

Achieve set revenue generation, KPIs and target daily/monthly quotas

Liaise with internal teams to help resolve customer issues

Maintain knowledge base of product features/functionality of competitive products

Organize customer meetings for regular health checks

Updated and managed SalesForce CRM

ACCOUNT COORDINATOR 2011 – 2016

JNF NORTHBROOK, IL

Dealt with customers in person, over the phone, in writing with integrity and clear direction

Event coordination for 500+ fundraiser donors at annual dinner

General office support including Microsoft Excel, Word, Powerpoint

Improved Net Promoter Score (NPS) through application of superior conflict resolution, problem solving skills

Raised

SALES REPRESENTATIVE 2009 - 2011

TWB LAKE FOREST, IL

Business Development

Account Management

Sales

EDUCATION

BACHELOR OF ARTS IN JOURNALISM NORTHERN ILLINOIS UNIVERSITY Dekalb, IL VOLUNTEER EXPERIENCE

Ronald McDonald House at Lurie Children’s Hospital

Midwest American Red Cross

The Glass Slipper Project

Joffrey Ballet

CORE COMPETENCIES

B2B Sales & Account Management

Issue Resolution

Research and Due Diligence

Salesforce Expertise

Sales Forecasting & SAP

Proactive Client Service

Organized and Dedicated

Business Development

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