Summary
Overview
Work History
Education
Timeline
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Mariel Richter

San Francisco, CA,CA

Summary

Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.

Overview

16
16
years of professional experience

Work History

Senior Customer Success Manager, Enterprise

LinkedIn
08.2023 - Current
  • As a Senior CSM in Sales Solutions, I manage 30 accounts totaling in $4M ARR. t's my responsibility to partner with internal teams to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and drive return on investment (ROI) for enterprise clients

Customer Success Manager, MME

LinkedIn
03.2022 - 08.2023
  • In this role I partner with various stakeholders to ensure effective user and product onboarding and engagement on LinkedIn Hiring solutions, including:
  • - Managing a portfolio of 90 Mid-Market clients
  • - Providing my clients ROI, hiring consulting, employer branding, and thought leadership for our Talent Solutions suite
  • - Partner with LinkedIn Product Management to provide insights from clients and shape the future of Talent Solutions at LinkedIn
  • - Identifying gaps in product usage and optimization to ensure client ROI
  • - Partnering directly with Sales counterparts to support the growth strategy for our clients and provide strategic support on priority commercial situations to drive deals to a close and mitigate churn

Associate Customer Success Manager, MME

LinkedIn
08.2021 - 03.2022
  • I partnered with MME clients to ensure product adoption, usage, and ROI with their solutions suite
  • This includes:
  • - Onboarding new clients and creating success plans with key accounts to ensure success metrics are met
  • - Measuring our clients' Key Performance Indicators to gauge product adoption, to prove ROI, and to ensure our sales partners are equipped to provide continued solutions to our clients at the time of renewal and throughout the contract term
  • - Liaising with Human Resource and Marketing professionals at our clients' business to ensure LinkedIn advertising, hiring, and people management tools are utilized effectively and deliver ROI by our clients' standards

Associate Customer Success Manager, SMB

LinkedIn
05.2018 - 08.2021

Senior Training Specialist

First Data Corporation
01.2016 - 05.2018
  • As a Senior Training Specialist, I partnered with Independent Sales Organizations and internal employees to deliver Merchant Processing training during pre and post-onboarding
  • I was responsible for hosting in-person trainings both at our client locations and at our offices, as well as delivering e-learning sessions to our clients
  • In this position I also created job aids, user manuals, and presentations for internal and client training

Relationship Manager

First Data Corporation
06.2014 - 12.2015
  • Managed 50 relationships with small to mid-sized financial institutions
  • In this role I was responsible for the clients' contract, contract renewals, and growing their business

Online Banking Service Analyst

First Data Corporation
01.2012 - 06.2014
  • Acted as tier 3 support for over 700 financial institutions by liaising with our technical and product departments to find solutions to client issues

Customer Service Associate

First Data Corporation
01.2009 - 01.2012
  • Provided support to financial institutions and to their end users for online banking support

Education

Bachelor of Science - Journalism

University of Nebraska At Omaha
Omaha, NE

Timeline

Senior Customer Success Manager, Enterprise

LinkedIn
08.2023 - Current

Customer Success Manager, MME

LinkedIn
03.2022 - 08.2023

Associate Customer Success Manager, MME

LinkedIn
08.2021 - 03.2022

Associate Customer Success Manager, SMB

LinkedIn
05.2018 - 08.2021

Senior Training Specialist

First Data Corporation
01.2016 - 05.2018

Relationship Manager

First Data Corporation
06.2014 - 12.2015

Online Banking Service Analyst

First Data Corporation
01.2012 - 06.2014

Customer Service Associate

First Data Corporation
01.2009 - 01.2012

Bachelor of Science - Journalism

University of Nebraska At Omaha

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Mariel Richter