Tonny Liu
Toronto,ON
Summary
Dynamic Customer Success Manager with a proven track record at Snappy Innovations, excelling in account management and client relations. Expert in customer lifecycle strategies and problem-solving, I enhanced client retention through tailored support and proactive engagement, driving satisfaction and loyalty. Passionate about fostering relationships and optimizing user experiences.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Snappy Innovations
01.2025 - Current
- Owned the full customer lifecycle for restaurant clients, which ensured a seamless experience from onboarding to ongoing support and ultimately boosted client retention.
- Managed client implementations by orchestrating hardware setups and software integrations, allowing for smooth transitions that met client needs effectively.
- Collaborated with Product and Business Development teams to relay merchant feedback, helping to optimize feature improvements based on real user experiences.
- Promoted client success through proactive problem-solving and customized guidance, which enhanced merchant satisfaction and contributed to higher retention rates.
Assistant Manager
Jump+ | Apple Premium Retailer
08.2024 - 12.2024
- Directed daily operations, which improved team efficiency and helped meet business goals consistently.
- Coached team members on best practices, enhancing their skills and confidence in delivering excellent customer service.
- Implemented targeted sales strategies, resulting in a significant boost to key performance indicators (KPIs) and overall store performance.
- Facilitated product training sessions, which raised team knowledge and improved customer satisfaction and loyalty.
- Led service initiatives that directly contributed to a more engaging customer experience, fostering long-term relationships with our clients.
Administrator
Jump+ | Apple Premium Retailer
10.2023 - 08.2024
- Conducted regular physical audits to identify discrepancies and enhance inventory accuracy.
- Optimized order tracking and RMA coordination, resulting in streamlined operations.
- Improved turnaround times for customer returns through efficient process management.
Floor Team Lead
Jump+ | Apple Premium Retailer
09.2023 - 10.2023
- Led floor team to exceed sales goals through effective product insights.
- Supervised daily operations to elevate customer experience.
- Trained new team members on product knowledge and sales techniques.
Education
HIGH SCHOOL DIPLOMA -
Central Toronto Academy
Toronto01.2021
Bachelor of Science - Computer Science
Carleton University
Ottawa, ONBachelor of Commerce - Business Technology Management
Toronto Metropolitan University
Toronto, ONSkills
- Account management and client relations
- Public speaking
- Customer lifecycle strategies
- CRM and SaaS proficiency
- Problem solving
- Data analysis
- Customer success and onboarding
- Relationship management
Certification
- Google Data Analytics Professional Certificate
- IBM Generative AI for Data Analysts
Projects
Customer Onboarding Enhancement, 2025, Managed the onboarding process for over 100 restaurants independently, which streamlined our client acquisition efforts and expanded our user base., Developed tailored onboarding materials and training sessions, helping restaurant staff understand our platform quickly and effectively., Collaborated with cross-functional teams to ensure a seamless transition for restaurants, which reduced implementation time and increased satisfaction rates.
Languages
Chinese (Mandarin), Bilingual
Timeline
Customer Success Manager
Snappy Innovations
01.2025 - Current
Assistant Manager
Jump+ | Apple Premium Retailer
08.2024 - 12.2024
Administrator
Jump+ | Apple Premium Retailer
10.2023 - 08.2024
Floor Team Lead
Jump+ | Apple Premium Retailer
09.2023 - 10.2023
HIGH SCHOOL DIPLOMA -
Central Toronto Academy
Bachelor of Science - Computer Science
Carleton University
Bachelor of Commerce - Business Technology Management
Toronto Metropolitan University