Julia Stockford
Fredericton,NB
Summary
Accomplished Senior Customer Success Manager with a proven track record in enhancing client satisfaction and reducing churn through data-driven decision-making and strategic communications. Excelled in cross-functional coordination, problem-solving and achieving significant improvements in customer outcomes. Skilled in project management and adaptability, consistently exceeding quota targets and fostering key accounts development.
Overview
17
17
years of professional experience
Work History
Senior Customer Success Manager
Assent
04.2022 - Current
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Account Director
Skillsoft Canada
06.2013 - 03.2022
- Built strong rapport with clients through regular check-ins, status updates, and proactive problem-solving approaches.
- Expanded existing accounts through upselling and cross-selling initiatives, maximizing revenue potential.
- Negotiated contracts with clients, securing favorable terms that contributed to overall business success.
- Consistently met or exceeded annual quota targets by implementing effective sales strategies.
Business Finance Manager
Capital City Toy Store
04.2009 - 05.2012
- Maximized sales opportunities by cross-selling additional products such as insurance or warranty packages when appropriate.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
- Optimized cash flow management, ensuring timely payment of invoices and reducing outstanding debts.
Mortgage Specialist
Mortgage Alliance Group
02.2008 - 02.2009
- Enhanced client trust in the organization through transparent communication and consistent delivery on commitments.
- Collaborated with real estate agents to establish referral networks, fostering mutually beneficial partnerships.
- Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making and accurate advice for clients.
Education
Bachelor of Arts - Psychology
University of New Brunswick
Fredericton, NB10-2005
Skills
- Data-driven decision-making
- Strategic communications
- Inter-department collaboration
- Key accounts development
- Cross-functional coordination
- Problem-solving abilities
- Multitasking
- Customer Relations
- Project Management
- Adaptability
- Risk Management
- Crisis Management
Timeline
Senior Customer Success Manager
Assent
04.2022 - Current
Account Director
Skillsoft Canada
06.2013 - 03.2022
Business Finance Manager
Capital City Toy Store
04.2009 - 05.2012
Mortgage Specialist
Mortgage Alliance Group
02.2008 - 02.2009
Bachelor of Arts - Psychology
University of New Brunswick
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