Craig Farrell
@craigfarrell
Customer Success Manager focused on retention and onboarding, with account management experience at LSG Sky Chefs.
United StatesWhat I'm looking for
At LSG Sky Chefs, I owned retention for airline catering accounts, served as the primary relationship contact, and helped prevent account loss. I presented monthly business reviews to airline regional managers covering service performance and upcoming changes.
I managed escalations and disputed service delay and complaint claims with airline partners, helping protect account revenue and client relationships. I also coordinated with flight attendants and airline staff to resolve in-service issues.
At American Express, I serve as the primary contact for premium card members, handling onboarding, access issues, and service recovery. At Bounteous, I supported SaaS product releases by validating customer-facing features and tracking defects in Jira.
Experience
Work history, roles, and key accomplishments
Serve as the primary point of contact for premium card members, owning onboarding, access issues, and service recovery in a high-volume, high-visibility environment. Resolve 10–25+ customer issues per shift, including escalations, while maintaining service standards under pressure.
Owned end-to-end delivery operations for an independent route, ensuring accurate, on-time service with minimal supervision. Resolved customer concerns directly at the point of service, maintaining reliability and trust across a recurring customer base.
Supported SaaS product releases in Agile/Scrum environments with bi-weekly deployment cycles. Translated business requirements into test scenarios, validating functionality and usability of customer-facing features.
Account Manager
LSG Sky Chefs
Apr 2013 - Sep 2021 (8 years 5 months)
Owned retention for airline catering accounts, acting as the primary relationship contact and preventing account loss over an 8-year tenure. Led monthly business review presentations to airline regional managers, covering menu programs, service performance, and upcoming changes.
Education
Degrees, certifications, and relevant coursework
Craig hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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