Savannah Lobbe
Lane Cove,NSW
Summary
Strategic, agile, collaborative, meticulous 32-year-old with a high standard of professionalism, work-ethic, customer service and team spirit. Excellent communicator and planner with a strong sense of integrity and judgement, and great passion for people, problem solving and strategy. Adept at building lasting, invaluable (customer) relationships by empowering people through education and genuine care.
Overview
5
5
years of professional experience
Work History
CLIENT SUCCESS MANAGER
COPOSIT PTY LTD
09.2021 - Current
- Create company-wide goals to continue to streamline and improve customer experience and customer satisfaction, engagement, retention, loyalty and advocacy.
- Strategise and collaborate with sales, marketing and product teams to address and get new customer success objectives implemented.
- Ensure the smooth implementation customer processes and procedures across the different departments.
- Generate reports and communicate results to the rest of the company to provide insights into customer success.
- Collect and analyse data to make well-informed decisions that align with customer and business goals.
- Measure and report on customer experience and service improvements within leadership meetings.
- Conduct collaborative cross-functional research to find out more about customer behaviour and preferences.
- Champion and be a voice for the the customer throughout their journey with Coposit, identifying their needs and expectations, address technical issues and voice concerns and feedback within the company.
- Gather feedback, such as surveys, from customers to learn more about their experience with the company's products and services, and turn these in to invaluable customer testimonials.
- Implement and optimize customer contact channels (e.g., phone, email and live chat) to ensure efficient and streamlined customer service.
- Motivate team members to meet company goals and push for success.
- Attend networking events to meet new clients and expand business opportunities through partnerships.
- Stay up-to-date on industry trends, legislation, compliance and competitor activity through continuous education and research.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Monitor customer progress and addressed customer inquiries with timely and accurate updates.
- Reach out to customers on a regular basis to check on needs to ensure strong, long term relationships and loyalty.
- Contribute to the design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
- Perform troubleshooting of software and hardware to resolve issues and escalate situations to product department.
- Resolve escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
CUSTOMER SUCCESS MANAGER
RECKON PTY LTD
11.2019 - 09.2021
- Build strong customer relationships to ensure customer retention and growth.
- Deliver training programs across a range of channels (face to face and online) that not only enhance the client's ability to onboard and effectively use the company's products, but also build a loyal customer base for the future.
- Onboard new and existing clients through webinars and product demonstrations (face-to-face and online).
- Deliver internal and external technical and other function focused training courses on nominated company products and services.
- Design and deliver internal and external training programs that ensure the team can support, sell and operate all the software to a high standard.
- Gather customer feedback to ensure continual product improvements and leverage this data to make informed decisions and drive business improvements.
- Manage communication infrastructures by reviewing knowledge base, tutorials, and training videos.
- Be a customer advocate by representing customers in the context of the company's vision account management and collaborating closely with the BDM for opportunities to create ongoing relationships and to proactively manage technical and training queries.
- Upsell the company's product suite by identifying opportunities to offer additional services to client and enhance their overall experience.
- Address and resolve customer complaints by finding the best solution for them within a timely manner.
- Reduce churn risk through effective product adoption strategy and proactive follow-up with churned clients to understand reasons for deactivating subscriptions.
- Liaise with relevant key stakeholders in the development of all training programs.
- Write eDM marketing campaigns to generate engagement with clients.
CUSTOMER SERVICE REPRESENTATIVE & SALES CONSULTANT
RECKON PTY LTD
04.2019 - 10.2019
- Liaise with a variety of SME clients to generate sales and seize up-sell opportunities to hit and exceed monthly targets.
- Facilitate the conversion of non-paying customers into paying customers through outbound sales campaigns.
- Assist existing and new customers with account enquiries, software registration and activation, and basic troubleshooting.
- Update client information and keeping record of customer interactions, transactions, comments and complaints within CRM system.
- Effectively deal with time-sensitive issues in an efficient, accurate and helpful way to secure customer satisfaction and retention.
- Find appropriate solutions and alternatives to resolve customer dissatisfaction.
Education
Customer Service Leadership - Customer Service Management
LinkedIn
Online09.2023
Customer Experience Leadership - Customer Experience
LinkedIn
Online09.2023
Creating Positive Conversations - Customer Service
LinkedIn
Online09.2023
Customer Experience Foundations - Customer Experience
LinkedIn
Online08.2023
Building Rapport With Customers - Customer Service
LinkedIn
Online08.2023
Course - Organizational Leadership
AIM
Sydney, NSW04.2023
Online Course - Selling Skills And Sales Operations
The Generate Program By Bradford Power
2021
Certificate IV Accounting And Bookkeeping - Accounting
NFY
Sydney, NSW2021
Bachelor of Arts - American Studies
University of Groningen
Groningen, The Netherlands02.2015
Skills
- Customer Relations and Service
- Teamwork and Collaboration
- Research and Due Diligence
- Customer Needs Assessments
- Data Analytics
- Customer Relationship Management
- Strategic Planning
- User Feedback
- Staff Leadership
Additional Information
- POWERBI
- TRAIL
- GO TO WEBINAR
- MICROSOFT 365
- ZOOM
- TEAMVIEWER
- 3CX
- ONYX
- FAST TYPING
- SOCIAL MEDIA
- (ACADEMIC) WRITING
Languages
English
Full Professional
Dutch
Native or Bilingual
Timeline
CLIENT SUCCESS MANAGER
COPOSIT PTY LTD
09.2021 - Current
CUSTOMER SUCCESS MANAGER
RECKON PTY LTD
11.2019 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE & SALES CONSULTANT
RECKON PTY LTD
04.2019 - 10.2019
Customer Service Leadership - Customer Service Management
LinkedIn
Customer Experience Leadership - Customer Experience
LinkedIn
Creating Positive Conversations - Customer Service
LinkedIn
Customer Experience Foundations - Customer Experience
LinkedIn
Building Rapport With Customers - Customer Service
LinkedIn
Course - Organizational Leadership
AIM
Online Course - Selling Skills And Sales Operations
The Generate Program By Bradford Power
Certificate IV Accounting And Bookkeeping - Accounting
NFY
Bachelor of Arts - American Studies
University of Groningen
Similar Profiles
Mekondjo JohannesMekondjo Johannes
Human Resources Superintendent at Blue Sea Fishing Company (PTY)Ltd, Pereira Seafood Company (PTY)Ltd, Hatutungu Fishing Company (PTY)Human Resources Superintendent at Blue Sea Fishing Company (PTY)Ltd, Pereira Seafood Company (PTY)Ltd, Hatutungu Fishing Company (PTY)
Mekondjo JohannesMekondjo Johannes
Human Resources Superintendent at Blue Sea Fishing Company (PTY)Ltd, Pereira Seafood Company (PTY)Ltd, Hatutungu Fishing Company (PTY)Human Resources Superintendent at Blue Sea Fishing Company (PTY)Ltd, Pereira Seafood Company (PTY)Ltd, Hatutungu Fishing Company (PTY)
Shane HarkinShane Harkin
Electrician at Nxgen PTY LTD/ UGL PTY LTDElectrician at Nxgen PTY LTD/ UGL PTY LTD
George BoothGeorge Booth
Swim Teacher at Swim Development AustraliaSwim Teacher at Swim Development Australia
Magdalena Kosior-MolloyMagdalena Kosior-Molloy
Chief Operating and Financial Officer at Holman Webb LawyersChief Operating and Financial Officer at Holman Webb Lawyers