Robert Moses
@robertmoses
Dynamic Customer Success Manager with a passion for enhancing customer experience.
United StatesWhat I'm looking for
With over 7 years of experience in the consumer SaaS industry, I am a dynamic Customer Success Manager dedicated to optimizing customer engagement and driving product adoption. At CreativeTech Solutions, I lead a team of 10 support agents, ensuring high-quality communication and implementing AI-driven solutions that have significantly improved customer satisfaction scores by 20%.
My previous role as a Senior Customer Support Specialist at Innovatech Inc. allowed me to manage key accounts and achieve a remarkable 95% customer retention rate. I thrive on analyzing customer feedback to identify trends and present actionable insights to senior management. My commitment to fostering a culture of continuous improvement is evident in my mentorship of junior staff, ensuring they are equipped for success in their roles.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
CreativeTech Solutions
Jun 2020 - Present (5 years)
Led a team of 10 support agents, ensuring timely communication across multiple channels. Developed onboarding programs, resulting in a 20% increase in customer satisfaction scores. Collaborated with Product and Engineering teams to influence new feature development and utilized AI tools to automate workflows.
Senior Customer Support Specialist
Innovatech Inc.
Jan 2016 - May 2020 (4 years 4 months)
Managed a portfolio of key accounts with a 95% customer retention rate. Analyzed customer feedback for strategic planning and trained junior staff to foster professional development.
Customer Support Representative
TechEase Solutions
Jun 2013 - Dec 2015 (2 years 6 months)
Provided front-line support to customers, resolving issues efficiently and maintaining high customer satisfaction. Assisted in developing an FAQ and knowledge base, reducing support ticket volume by 15%.
Education
Degrees, certifications, and relevant coursework
UBUniversity of California, Berkeley
Bachelor of Science, Business Administration
2009 - 2013
Completed a Bachelor of Science in Business Administration, focusing on key business principles, management strategies, and economic theories.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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