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Shannon S. — Mid-Level Client Success Manager from United States

Shannon S.

Mid-Level Client Success Manager

United States 6+ years
Open to offersNew to Platform
Languages
English
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About

Shannon S. is a dynamic and organized professional with a comprehensive background in customer success, finance, marketing, and technology. Currently based in Atlanta, Georgia, she serves as a Senior Client Success Manager at Visa, where she expertly leads a team of client success managers in the Payment Authentication Technology SaaS domain. Her role involves coaching and developing teams, managing customer relationships, and implementing processes that drive business growth. At Global Healthcare Exchange, Shannon was pivotal as a Senior Client Relationship Manager, handling a business portfolio exceeding $10 million in annual revenue. Her expertise extends to strategic planning and execution, honed over her tenure at companies such as Verizon Wireless and T-Mobile. Shannon leverages her skills in Customer Relationship Management and data analysis to consistently exceed goals and enhance client satisfaction. Her educational background includes a bachelor's degree in business administration from J. Sargeant Reynolds College. Alongside her professional endeavors, Shannon has been recognized with multiple awards for her performance and leadership.

Experience

  • Senior Client Success Manager – Payment Authentication Technology SaaS

    VISA · 2022 — Present
    Manage a team of client success managers and provide coaching for team development. Conduct regular customer meetings to understand their requirements and expectations. Collaborate with marketing to design customer acquisition campaigns based on market research. Analyze performance data to ensure accounts achieve sales objectives, and work with product management to convey client feedback for product innovation. Develop financial models and insights to assist clients in reaching their business goals while conducting training sessions on Visa's products.

  • Senior Client Relationship Manager – Healthcare Technology SaaS

    Global Healthcare Exchange · 2019 — 2022
    Supervise a team of client success managers and manage the BPO Service Team. Handle escalations as the solutions manager while overseeing contract renewals in partnership with the legal team. Conduct Executive Business Reviews and lead marketing initiatives to attract and retain customers. Execute marketing plans to enhance brand visibility and ensure compliance through auditing activities. Train clients on product usage and manage various project timelines and budgets.

  • Project Manager/ Executive Assistant

    The Stone Foundation · 2014 — 2021
    Achieve project benchmarks while implementing cost-effective strategies. Supervise bookkeeping functions and ensure alignment of project scope with business objectives. Build relationships with vendors to facilitate project completion and handle marketing campaigns to increase community engagement. Produce status reports and conduct executive reviews to align initiatives with organizational goals.

  • Customer Service Trainer

    Verizon Wireless · 2018 — 2018
    Facilitate training sessions for peers focusing on sales techniques and customer service. Enhance team knowledge on mobile technology while ensuring productivity through effective call management. Deliver customer service and sales training to improve performance metrics and develop marketing strategies to promote mobile technology solutions.

  • Customer Service Manager/ Solutions Manager/ Mobile Technology Expert

    T-Mobile · 2013 — 2018
    Lead a team of customer service managers and handle escalations as a solutions manager. Develop marketing campaigns and strategies to drive product awareness and sales engagement. Conduct product testing and provide insights for improvements. Manage customer service responsibilities while training new personnel on key job functions.

  • Lead Teller Operations Specialist

    Wells Fargo · 2011 — 2013
    Oversee financial controls and ensure accurate transactions while processing sales promptly. Promote bank products during customer interactions and assist clients with account management. Implement sales strategies for revenue growth and lead marketing campaigns to increase customer acquisitions.

Skills & Expertise

AI and Data ScienceProject ManagementCustomer ServiceSalesAccount ManagementData AnalysisBusiness Intelligence Analyst

Education

  • Bachelor’s degree in business administration
    J. Sargeant Reynolds College