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, Cuba06-2007
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