Melissa Rynkiewicz
New South Wales,
Summary
Experienced Senior Customer Success Manager skilled in cultivating customer loyalty and driving repeat business opportunities. Dedicated to delivering exceptional service and ensuring positive customer experiences. Proficient in maximising customer satisfaction through effective relationship-building and problem-solving.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
SafetyCulture (formerly EdApp)
09.2023 - Current
- Served as the primary contact for onboarding, deployment, management, renewal and expansion of 55 strategic enterprise accounts in Asia-Pacific region
- Consistently achieved 101%-105% NRR, 85%-100% GRR, and 100% on-time for quarterly renewals
- Collaborated with sales team to regularly close expansions and new business referrals
- Managed technical migrations for accounts upgrading from the original EdApp platform to the new SafetyCulture Training system
- Conducted regular business reviews with C-Suite and L&D stakeholders to review goals and identify areas for improvement
- Mentored and trained new CS team members around customer renewal, migration and communication strategies
- Utilised systems for customer management and internal processes, including Hubspot, Vitally, Slack, Salesforce, Zoom, Confluence, Tableau, and PandaDoc
Customer Success Manager
SafetyCulture (formerly EdApp)
08.2022 - 09.2023
- Supported customers with onboarding, platform usage, account management, renewals and expansions
- Managed a portfolio of 90 customers in the APAC region, ranging from small start-ups to large enterprises
- Successfully secured 85%-100% customer renewals (GRR) per quarter
- Conducted regular customer health checks and results strategies to review platform utilisation and engagement
- Cross-collaborated with the product, engineering, sales and instructional design teams for customer feedback and platform updates
- Hosted webinars and in-person launch, networking and industry events
Account Executive
SafetyCulture (formerly EdApp)
11.2021 - 08.2022
- Assisted small-to-medium businesses across the Asia-Pacific region with their microlearning exploration, pilot launches, content creation and training deployment
- Led platform demos and consultations to secure mid-market, self-service and enterprise new business sales
- Hosted webinars to highlight product releases and customer case studies
Customer Activation Specialist
SafetyCulture (formerly EdApp)
02.2021 - 11.2021
- Supported inbound leads from first enquiry, through to onboarding and training deployment
- Managed website livechat and support inbox daily
- Built industry lead lists and launched outbound marketing campaigns via Hubspot and LinkedIn
- Hosted one-to-many webinars to encourage new sign-ups and boost customer utilisation
Freelance Copywriter
Self-Employed
02.2014 - Current
- Partnered with marketing agencies for freelance copywriting, blogging or editorial opportunities
- Proficient with copy-editing & rewrites, custom email copy, blog posts, localisation, SEO, website copy, and landing & category pages
- Created blog and website content for: L'Oreal Paris, Lancôme, La Roche-Posay, Kiehl's, My Island Home, Clarendon Homes, UniLodge, Social Medium, Sleepy's, Major Training, MyPath Education, Hudson Meats, Outback Equipment, Mabey Hire, Redscout and more
Customer Success Specialist
Key Media
03.2020 - 01.2021
- Contacted inbound leads from Your Mortgage website via phone calls, emails, and Zoom video meetings
- Assisted mortgage brokers by setting qualified appointments with prospective home loan customers
- Nurtured new customer relationship during transition from lead, to client, to application, to settlement
- Collaborated with marketing team to create customer journeys and email flows via HubSpot and Salesforce
Business Development Manager
Key Media
10.2017 - 03.2020
- Marketed a variety of L&D and HR event sponsorship, digital advertising, and editorial opportunities for the Human Resources Director (HRD) media portfolio
- Secured new business accounts via cold-calling, phone sales, face-to-face meetings and email outreach
- Managed and grew existing HR and L&D client accounts in Australia, New Zealand, and Asia
- Assisted with event production and logistics for on-site business summits and roundtables
- Worked with editorial team to produce client articles, eDMs, and news coverage of L&D and HR trends
Senior Account Manager
Marcus Evans Group
10.2015 - 10.2017
- Secured new business clients via outbound methods to sponsor HR and Marketing Summits in the Asia-Pacific region
- Arranged roundtable discussions, public relations releases and client media interviews
- Managed, renewed and upsold client accounts throughout Australia, New Zealand and Southeast Asia
Production Manager
Sweetgreen
07.2013 - 08.2015
- Created first multiple-day Sweetlife: A Sweetgreen Festival for crowd of 25,000
- Curated seasonal experiential marketing events for employees and targeted consumers in five store markets
- Spearheaded brand partnerships with more than 150 lifestyle, music and food companies annually
- Built and directly managed a team of five seasonal interns and two year-round interns
Lead Relations and Logistics Specialist
Sweetgreen
01.2013 - 06.2013
- Produced the 2013 Sweetlife Music and Food Festival for crowd of 20,000
- Secured and managed more than 25 participating food vendors, activation partners and monetary sponsors
- Designed internal production calendars, equipment rental grids and legal contract templates
Oral Communication Consultant
University of Maryland
08.2012 - 12.2012
- Worked in the Oral Communication Center (OCC) while simultaneously taking a three-credit consulting course
- Tutored all levels of underclassmen in public speaking, essay-writing, presentation skills and more
- Produced official promotional video content as semester-long senior project
Partner Relations Intern
Green With Envy Events
01.2012 - 12.2012
- Collaborated with Sweetgreen to create the 2012 Sweetlife Music and Food Festival for crowd of 16,000
- Served as main logistical liaison for more than 15 food and beverage partners
- Organised site zone schematics, health permits, participation packages and inventory sheets
Public Relations Intern
North Beach Realtors
11.2011 - 01.2012
- Formatted new templates for real estate leases and property agreements
- Designed digital graphics and marketing materials to highlight newly sold properties
- Assisted more than 10 clients with vacation rentals and housing purchases
Education
Bachelor of Arts - Communication - Public Relations
University of Maryland, College Park
College Park, Maryland, United States05.2013
Skills
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Customer Service
- Strategic Planning
- Revenue Forecasting
- Training and Development
- Onboarding and Orientation
- Verbal and Written Communication
Timeline
Senior Customer Success Manager
SafetyCulture (formerly EdApp)
09.2023 - Current
Customer Success Manager
SafetyCulture (formerly EdApp)
08.2022 - 09.2023
Account Executive
SafetyCulture (formerly EdApp)
11.2021 - 08.2022
Customer Activation Specialist
SafetyCulture (formerly EdApp)
02.2021 - 11.2021
Customer Success Specialist
Key Media
03.2020 - 01.2021
Business Development Manager
Key Media
10.2017 - 03.2020
Senior Account Manager
Marcus Evans Group
10.2015 - 10.2017
Freelance Copywriter
Self-Employed
02.2014 - Current
Production Manager
Sweetgreen
07.2013 - 08.2015
Lead Relations and Logistics Specialist
Sweetgreen
01.2013 - 06.2013
Oral Communication Consultant
University of Maryland
08.2012 - 12.2012
Partner Relations Intern
Green With Envy Events
01.2012 - 12.2012
Public Relations Intern
North Beach Realtors
11.2011 - 01.2012
Bachelor of Arts - Communication - Public Relations
University of Maryland, College Park
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