Lauren Chan
Client Success Manager
Vancouver,British Columbia
Summary
Proven track record in enhancing customer satisfaction and retention at Social Nature, leveraging strong customer relationship building and data analysis skills. Excelled in identifying upsell opportunities and streamlining client success processes, contributing to significant business growth. Demonstrates exceptional communication and cross-functional collaboration abilities, driving results and fostering client loyalty.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Client Success Manager
Social Nature
02.2024 - Current
- Managed portfolio of 40+ key accounts, achieving 80% client retention rate through proactive engagement and strategic account management.
- Exceeded case study target by 75% and client referral target by 40%
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Client Success Specialist
Social Nature
05.2022 - 02.2024
- Manage 30+ accounts and build and maintain strong client relationships, serving as main point of contact. Identify and capitalize on opportunities for account growth, resulting in increased revenue.
- Collaborate effectively with internal teams to ensure seamless product/service delivery.
- Monitor account performance, analyze data, and implement strategies for improvement.
Client Success Coordinator
Social Nature
05.2021 - 05.2022
- Build comprehensive campaign reports, leveraging data insights to measure performance and optimize future initiatives.
- Support Client Success Manager in managing and nurturing client accounts, ensuring high levels of customer satisfaction, retention, and loyalty.
- Launch campaigns and closely monitor their performance, making data-driven adjustments for optimal results.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
Growth Marketing Intern
Social Nature
01.2021 - 04.2021
- Identify & acquire leads, and monitor lead pipeline in CRM.
- Collaborate with Marketing and Sales teams to craft and implement targeted, data-driven lead nurturing campaign journeys.
- Support on copywriting for and build conversion-focused ads and landing pages.
- Perform ad-hoc tasks in support of Growth team, such as researching and coordinating advertising and sponsorship programs.
Land and Food Systems Program Assistant
University Of British Columbia
07.2020 - 04.2021
- Assisted with planning and coordinating day-to-day and special program activities.
- Developed and managed monthly program newsletter distributed to students, delivering timely updates, informative content, and program highlights to enhance student engagement and communication.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Created and updated records and files to maintain document compliance.
Education
Bachelor of Science - Food Market Analysis
University of British Columbia
Vancouver, BC 09.2016 - 04.2021
Skills
High-Performance Leader Award 2023
The High-Performance Leader Award is presented to leaders who have scored 80% or more in their SupportingLines High-Performance Leader 360° Reviews. These leaders truly live the values of their organization on a day-to-day basis. It also means that they authentically show a genuine interest in the personal development of their team, resulting in a better human experience of work for everybody around them.
High-Performance Leader Award 2022
The High-Performance Leader Award is presented to leaders who have scored 80% or more in their SupportingLines High-Performance Leader 360° Reviews. These leaders truly live the values of their organization on a day-to-day basis. It also means that they authentically show a genuine interest in the personal development of their team, resulting in a better human experience of work for everybody around them.
Timeline
Client Success Manager
Social Nature
02.2024 - Current
Client Success Specialist
Social Nature
05.2022 - 02.2024
Client Success Coordinator
Social Nature
05.2021 - 05.2022
Growth Marketing Intern
Social Nature
01.2021 - 04.2021
Land and Food Systems Program Assistant
University Of British Columbia
07.2020 - 04.2021
Bachelor of Science - Food Market Analysis
University of British Columbia
09.2016 - 04.2021
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