Alexander Burrows

Build and Maintain Relationships:

• Acting as the primary point of contact for key client accounts, developing trust and long-term partnerships.
• Serving as the advocate for clients within Clio, ensuring their needs and concerns are heard and addressed. Ensuring smooth adoption of Clio products and ensuring they understand the value of each feature.
• Working closely with clients to maximize product utilization and drive adoption of key features.

Revenue Growth & Retention:

• Identifing upsell and cross-sell opportunities for additional Clio products.
• Monitored client activity and proactively address disengagement or dissatisfaction, aiming to reduce churn.
• Facilitate contract renewals and identify opportunities for account expansion.
• Continually met or exceeded revenue and retention targets set by leadership.

Data-Driven Insights & Analysis:

• Use of dashboards (like Salesforce, Looker, and Churnzero) to track customer activity.
• Identify gaps in client usage and address them through education and engagement strategies.
• Track key metrics like product adoption, task completion, and payment processing to measure account health.
• Proven track record of collaborating closely with senior leadership to deliver strategic insights and drive organizational success. Demonstrated ability to present findings effectively, fostering a culture of transparency and collaboration.
• Adept at building strong relationships across all levels of the organization, ensuring alignment with corporate goals and objectives. Committed to continuous improvement and leveraging insights to support senior management in achieving their vision and strategic initiatives.

Education & Enablement:

• External Training & Enablement: Facilitated customer training sessions on Clio products, helping clients master the product. Developed customized success plans for high-value clients, ensuring they have a clear path to success with Clio.
• Internal Training & Enablement: Facilitated internal training sessions for Clio Staff at all experience levels on newly launched workstreams and software products to leverage continued growth.

Customer Training and Education:

• Conducted onboarding sessions and training workshops for new customers. Created and maintain training materials, including user guides, video tutorials, and FAQs.
• Acted as the primary point of contact for customers during the onboarding process. Address customer inquiries and troubleshoot issues related to the software.

Feedback Collection:

• Gather customer feedback on the onboarding process and product features. Collaborate with product teams to relay customer insights for continuous improvement.

Collaboration:

• Worked closely with sales, marketing, and product teams to align onboarding strategies with business goals. Participate in cross-functional meetings to ensure a cohesive approach to customer success.

Customer Retention Strategies:

• Developed and implemented strategies to enhance customer retention during the onboarding phase. Identify upsell and cross-sell opportunities by understanding customer needs.

Customer Assistance:

• Provided a high-level support to customers, addressing inquiries about the software, troubleshooting issues, and guiding users through solutions.

Product Knowledge:

• Maintained a deep understanding of the SaaS products and services offered, including features, functionalities, and best practices.

Training and Mentoring:

• Assisted in the training and onboarding of new support staff, sharing knowledge, and developing best practices within the team.

Feedback Loop:

• Collected and analyzed customer feedback to identify patterns, trends, and areas for improvement, and communicating this information to product and engineering teams.

Customer Relationships:

• Built and maintained strong relationships with customers, ensuring their satisfaction and loyalty, and proactively reaching out for follow-ups.

Performance Metrics:

• Monitored personal and team performance metrics, such as response times, resolution times, and customer satisfaction scores, to meet or exceed service level agreements (SLAs).

Customer Assistance:

• Provided technical support to customers via phone, email, or chat, addressing issues related to internet connectivity, hardware, and software products. Guided customers on best practices for using software products, helping them maximize their value and troubleshoot common issues.
• Assisted vulnerable clients in initiating emergency welfare cases to ensure they received continuous service. Identified and resolved technical issues, escalating to suppliers when necessary. Conducted intrusive line tests to evaluate customer service connections.

Training and Development:

• Trained new team members on company policies, procedures, and systems, ensuring they understand the technical aspects and expectations.
• Conducted workshops or training sessions for customers on new software products and features.

Escalation Management:

• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Handled escalated customer issues, ensuring they are resolved promptly and that customers are kept informed throughout the process.

Performance Monitoring:

• Monitored team performance metrics and provide coaching or support to team members to improve service quality.

Needs Assessments:

• Understanding the specific needs and requirements of clients to tailor internet service solutions that best fit their business operations.

Proposal Development:

• Prepared and presented proposals, quotes, and contracts to potential clients, highlighting the value of the offered services.

Product Knowledge:

• Staying up-to-date with the latest internet services and technologies to effectively communicate benefits and features to clients.

Sales Strategy Development:

• Created and implemented sales strategies to target new business opportunities and expand the customer base.

Training and Mentoring:

• Provided guidance and support to junior sales staff or new team members, sharing best practices and insights gained from experience.

Customer Service:

• Provided exceptional service by greeting customers, answering questions, and helping them find the right cell phone and accessories to meet their needs.

Product Knowledge:

• Stayed informed about the latest cell phone models, features, pricing, and promotions to effectively educate customers.

Inventory Management:

• Keeping track of stock levels, organizing displays, and ensuring that the store is well-stocked with the latest products.

Sales Goals:

• Met or exceeded sales targets and performance metrics set by the store management.

Client Consultation:

• Met with clients to understand their insurance needs, preferences, and budget.

Policy Recommendations:

• Suggested suitable insurance policies based on clients' needs and explained the coverage terms, conditions, and exclusions. Provided clients with quotes from multiple insurance companies to enable informed decision-making.

Claims Support:

• Assisted clients with the claims process, guiding them through the necessary steps and documentation required.

Policy Management:

• Monitored existing policies, assist with renewals, and advise clients on changes to coverage as their needs evolve. Ensure that all insurance practices comply with relevant laws and regulations.