Summary
Overview
Work History
Education
Skills
Softwares
Languages
Timeline
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Madelyn Mon

Shawinigan,QC

Summary

Customer Success Manager with 6 years of experience in a SaaS and agile environments. Proficient in data analysis, adept at fostering cross-departmental collaboration, and recognized for cultivating a culture of continuous improvement. Proven track record in mentoring teams and achieving exceptional onboarding results.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

Coveo Solutions
Shawinigan, QC
10.2023 - Current
  • Managed a 2M dollars book of business of 25 Mid-Market and Enterprise accounts.
  • Provided an outstanding experience to Coveo’s enterprise B2B customers as they complete the sales and implementation process and transit to the care of the Customer Success Management team.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Created reports outlining customer usage, retention and adoption metrics.
  • Delivered presentations on product features, benefits, and value propositions at EBRs, Health Checks and Partnership Reviews.

Customer Success Manager

Alcumus Cognibox
Shawinigan, QC
02.2018 - 05.2023
  • Managed the overall relationship with clients in the assigned portfolio of 15-20 mid-market and enterprise accounts, consistently achieving high client satisfaction scores of 85% or above.
  • Conducted executive-level follow-up meetings to drive interaction and strengthen relationships, resulting in a 20% increase in client engagement and collaboration.
  • Monitored and analyzed Key Performance Indicators (KPIs), such as account health, platform usage, and adoption, resulting in a 10% enhancement in client success metrics within a 6-month period.
  • Updated clients on platform enhancements and future product developments, resulting in an average client satisfaction rating of 9 out of 10 on product knowledge surveys and NPS scores.
  • Mentored new CSMs, guiding and training 5 new hires, resulting in a 50% reduction in their onboarding time and improving team performance.

Customer Service Representative

Alcumus Cognibox
Shawinigan, QC
07.2016 - 02.2018
  • Handled an average of 50 customer inquiries per day via phone, email, and live chat, maintaining a high level of responsiveness and meeting 90% customer satisfaction rating.
  • Resolved customer issues and complaints with a first-contact resolution rate of 85%, minimizing escalations and enhancing overall customer experience.
  • Onboarded and subscribed more than 1000 customers in 3 months, contributing to $260 000 in monthly revenue.

Education

Bachelor of Arts - English Language And Literature

School of Foreign Languages, University of Havana
Havana, Cuba
06-2007

Skills

  • Customer Relationship Management
  • B2B / SaaS
  • Pre-sales and post-sales support
  • Data analysis
  • Upselling/renewal strategy
  • Customer journey mapping

Softwares

  • Jira/Confluence
  • Hubspot/Salesforce
  • Power BI/Tableau
  • Chorus/Gainsight
  • Concur/Workday

Languages

English
Full Professional
Spanish
Native/ Bilingual
French
Professional

Timeline

Customer Success Manager

Coveo Solutions
10.2023 - Current

Customer Success Manager

Alcumus Cognibox
02.2018 - 05.2023

Customer Service Representative

Alcumus Cognibox
07.2016 - 02.2018

Bachelor of Arts - English Language And Literature

School of Foreign Languages, University of Havana

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Madelyn Mon