THABO MOLOTLHANYI
Hamilton,Ontario
Summary
An accomplished Customer Success Manager with a proven track record of managing enterprise clients in a SaaS environment. Dedicated to driving customer satisfaction, retention and growth. With over 5 years in the industry, my approach is centered around developing strong partnerships with clients, understanding their unique needs, and implementing innovative solutions that deliver exceptional results. I bring to the table a strategic mindset, cross functional collaboration and customer centric strategies that deliver tangible business outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Poka
01.2022 - Current
- Managed key enterprise accounts (2M ARR), maintaining strong relationships and ensuring high levels of satisfaction.
- Performed data analysis, identified churn risks and collaborated on joint success plans with internal teams and clients to prevent churn.
- Consulted on best practices in the realm of manufacturing, implemented world class standards that accelerated value for clients.
- Conducted regular key account reviews with leadership to assess progress and strategize future growth opportunities for clients. Achieved +$300k in expansion revenue.
- Analyzed customer data to identify trends and developed strategies to improve customer success metrics.
Senior Customer Success Manager
Shoplogix
01.2020 - 01.2022
- Established strong relationships with strategic clients to build trust and loyalty, leading to long-term business partnerships. Ensured +1.5M in ARR.
- Increased product adoption and engagement with effective support and best practice methods, leading to upsells and multi year renewals.
- Monitored account health status and performed key account reviews with leadership to identify risks and develop mitigation plans.
- Managed a small team of rotating Coops and Junior Engineers to deliver effective support to key accounts.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Customer Success/Implementations Manager
Shoplogix
01.2018 - 01.2021
- Planned and executed enterprise software and hardware implementations, and helped clients reach desired milestones.
- Identified potential risks within programs early on, implementing mitigation strategies to minimize negative impact on project goals.
- Maintained open lines of communication with all project stakeholders, facilitating collaboration and information sharing.
- Led training sessions with clients on best practices in software implementations, change management and value realization with metrics tracking.
Solutions Engineer
Shoplogix
09.2016 - 12.2018
- Consistently met or exceeded performance metrics, contributing to overall team success by resolving complex technical issues promptly and effectively.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Engaged in continuous improvement initiatives that delivered effective and satisfactory support to clients.
- Became subject matter expert on legacy platform and successfully migrated plants to the latest platform.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
Education
Bachelor of Engineering - Chemical Engineering
McMaster University
Hamilton, ON06.2015
Skills
- Customer relationship management
- Software implementations and configurations
- CRM software proficiency (Jira, Confluence, Sisense, Looker, Catalyst, Salesforce, Amplitude, Fellow)
- Customer Needs Assessment
- Strategic thinking and planning
- Interpersonal skills
- Goal setting and task prioritization
- Troubleshooting and problem solving
- Teamwork and Collaboration
Certification
- Customer Success for Impact - Winning by Design
- Project Management Essentials Certified - Management and Strategy Institute
- Green Belt Lean Six Sigma - Go Lean Six Sigma
Activities And Hobbies
- Volunteer - Student Ambassador for McMaster Engineering Co-op and Career Services (2015)
- Vice President - McMaster Society of Engineering Applications (2014 - 2015)
- Vice President - NSBE McMaster University (2014 - 2015)
- Student Mentee - McMaster University SELECT Leadership Program (2013 - 2014)
- Hobbies (soccer, hiking, squash)
Timeline
Customer Success Manager
Poka
01.2022 - Current
Senior Customer Success Manager
Shoplogix
01.2020 - 01.2022
Customer Success/Implementations Manager
Shoplogix
01.2018 - 01.2021
Solutions Engineer
Shoplogix
09.2016 - 12.2018
Bachelor of Engineering - Chemical Engineering
McMaster University
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