Summary
Overview
Work History
Education
Skills
Websites
Languages
Activities
References
Timeline
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Maria Pia Marro

Montreal,QC

Summary

Dynamic Customer Success Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

12
12
years of professional experience

Work History

Customer Success Manager

OneSpan
04.2018 - 03.2024
  • Exceeded and achieved 125% of company-defined renew sales quota of 4M annually in 2022 & 2023.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.

Business Development Representative

Montrium
06.2019 - 01.2020
  • Conduct research to identify new markets and customer needs
  • Oversee efforts to expand lead generation through inbound and outbound campaigns, business-to-business selling and other methods to identify potential business prospects and assist sales professionals in acquiring new customers
  • Persuasively educate and inform customers of how each product works and its specifications; upselling and recommending complementary merchandise.

Keyholder

The UPS Store
04.2012 - 04.2018
  • Provide assistance to clients with every day shipping needs (local, international) that comply with regulations
  • Cash operation and management of store without supervision
  • Clean assigned area of work and equipment
  • Parcel inspection, packing, and labeling process
  • Place incoming or outgoing letters or packages into proper mailboxes
  • Assist in loading and off-loading UPS/DHL packages.

Education

Bachelor of Commerce - Marketing -

John Molson School of Business
06.2018

DEC - Social Sciences -

Marianopolis College
04.2014

Skills

  • Customer Account Management
  • Customer Relationship Building
  • Customer Retention
  • Client Relations
  • CRM Software
  • Account Management
  • Customer Needs Assessment
  • Training and mentoring
  • Revenue Growth
  • Onboarding and Orientation

Languages

English
Full Professional

Activities

Occasional one on one tutoring to elementary level students. Enjoy networking, travel, and learning.

References

I would be more than happy to provide you with references upon request.

Timeline

Business Development Representative

Montrium
06.2019 - 01.2020

Customer Success Manager

OneSpan
04.2018 - 03.2024

Keyholder

The UPS Store
04.2012 - 04.2018

Bachelor of Commerce - Marketing -

John Molson School of Business

DEC - Social Sciences -

Marianopolis College

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Maria Pia Marro