ATAna Thompson
@anathompson
Influential Customer Success Manager with over 10 years of experience.
ZimbabweWhat I'm looking for
I am an influential Customer Success Manager with over 10 years of experience in driving innovative process improvements and enhancing customer relationship management solutions. My career has been dedicated to helping organizations exceed their customer expectations through strategic consulting, account management, and effective engagement management. I pride myself on my exceptional ability to actively listen to clients, resolve concerns with empathy, and devise proactive solutions that prevent escalation and miscommunication.
Throughout my career, I have demonstrated strong leadership skills, mentoring agile and cross-functional teams to achieve significant revenue growth through process improvements. My tenure at Kensington Tours has been particularly rewarding, where I was recognized for exceeding customer satisfaction rates by over 22% in Q2 of 2024. I have also been acknowledged for my innovative customer feedback initiatives at Caary, which increased survey participation metrics by over 50%. My experience at Airbnb further honed my skills in providing thorough communication across a large remote team, managing over 1500 customer accounts monthly.
Experience
Work history, roles, and key accomplishments
Client Success Manager
Kensington Tours
Jan 2023 - Present (2 years 5 months)
Communicated continuously with cross-departmental teams to optimize resources and maximize customer lifetime value. Implemented innovative strategies and utilized Salesforce to track a 15% increase in productivity rates. Acted as a subject matter expert for Figma and FigJam solutions, using SQL methodologies to troubleshoot client issues.
Customer Account Manager
Caary Capital
Jan 2021 - Dec 2023 (2 years 11 months)
Partnered with various departments to monitor product standards and compliance, coordinating office duties including data reports and meetings. Led the implementation of improvements and ensured timely delivery of influential KPIs for satisfaction. Educated customers on offerings to empower mutually beneficial contracts, increasing YOY revenue by 19%.
Customer Experience Specialist
AirBnB
Jan 2018 - Dec 2021 (3 years 11 months)
Processed payments and ensured data accuracy, reducing costs by $30M, while displaying innovative problem-solving by offering new solutions to outdated systems. Offered client support by monitoring live chat, email, and social media inquiries. Provided cross-departmental schedule coordination and used clear communication to generate reports and presentations.
Education
Degrees, certifications, and relevant coursework
SMSt. Louis University - Madrid
Bachelor of Arts, Business Administration
Studied core principles of business administration including management, marketing, and finance. Developed foundational knowledge in organizational behavior and strategic planning.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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