Erin neff
@erinneff
Customer Success and client experience leader who drives trust, retention, and real outcomes.
United StatesWhat I'm looking for
I’m a client experience professional with 15 years of experience building lasting relationships, guiding clients through high-stakes decisions, and ensuring they get the outcomes they came for. I’m known for proactive follow up, genuine empathy, and making people feel heard and supported at every stage of the client journey.
In my recent roles, I’ve served as a primary point of contact across email, phone, and chat, delivering calm, consultative pre-purchase support that earns five-star reviews and repeat referrals. I maintain rigorous CRM hygiene in Salesforce, log every touchpoint, and use conversion patterns to improve the overall client experience.
I’ve also built client success processes from the ground up—onboarding frameworks, follow-up protocols, and post-sale care systems—then coached teams to improve retention and trial conversion. As an accredited life coach, I bring active listening and client success planning to transitions and confidence-building, strengthening how I lead through change in fully remote environments.
Experience
Work history, roles, and key accomplishments
Sales Concierge and Client Success
Orbis Relocation
Aug 2024 - Jul 2025 (11 months)
Served as the primary point of contact for first-time international relocators, managing inbound inquiries across email, phone, and chat. Provided calm, consultative, empathetic pre-purchase support, built a scalable service tier, and maintained CRM touchpoint hygiene to improve the client experience.
Built and led client success processes for a new business model, including onboarding frameworks, follow-up protocols, and post-sale care systems. Managed client relationships through a 45-day trial period with proactive outreach, coached a sales/client success team, and contributed to strong retention and trial conversion outcomes.
Designed and delivered a training program for a fully remote client-facing team, covering onboarding, communication standards, and customer experience best practices. Created performance metrics and aligned client success benchmarks with regional and executive leadership.
Led a team of 9–11 client-facing professionals to rank in the top 20% company-wide for performance and client satisfaction. Managed team performance to support client outcomes and service quality.
Served in inside sales and client relations, reaching top performer status within three months. Built strong client rapport quickly and maintained above-average retention.
Worked on the elite Powerwall team, handling complex energy product consultations. Delivered seamless client experiences across inbound, outbound, chat, and email channels and ranked in the top 10% of the team for four of five months.
Education
Degrees, certifications, and relevant coursework
EMCC (UK)
Accredited Life Transformation Coach, Life Coaching
Accredited as a Life Transformation Coach through EMCC in the UK.
High School Graduate
High School Graduate, General Education
Completed high school education in Dayton, Ohio.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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