Yuri Simmons
Costa Mesa
Summary
Dynamic Customer Success Manager with proven expertise at Quickbase, driving a 95%+ customer retention rate through strategic planning and effective communication. Skilled in problem-solving and account growth, I foster strong client relationships and implement impactful business analysis to enhance product value and ensure long-term success.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Quickbase
Boston
06.2023 - Current
- Customer Success Leader managing a multi-industry book of business across two platforms - FastField and Quickbase, focused on delivering value realization, driving adoption, and ensuring long-term retention and growth.
- Articulate and Support / Increase NRR within Customer Success by conducting strategic check-ins and onboarding kick-off calls.
- Identify issues and engage in problem solving with Project Managers, Implementation Consultants, & Strategic Architects for our client base.
- Proactively develop direct customer relationships to enhance the value of our product through online programs Business Impact Analysis, & Value Realization Plans.
- Monitor key success metrics and conduct business reviews to understand current pain points, course of action needed, and publish client testimonials.
- Prioritizing and driving resolution on customer challenges as well as, drive account growth through business opportunities & CSQL’s.
- Achieved a 95%+ customer retention rate by aligning product capabilities with customer goals and proactively manage risk signals.
- Build and maintain relationships with senior executives and internal stakeholder teams to ensure a seamless customer experience and advocacy for product release/updates.
Lead of Customer Success
Quickbase
Boston
10.2021 - 06.2023
- Led a Customer Success Team and worked directly with the Director of Customer Success on team updates, requests, planning, and engagement.
- Partnered with sales and internal teams to ensure customer satisfaction and help define growth strategies on a global level.
- Drove weekly meetings with my team to ensure we are hitting our expected targets, ensuring a strong comfortability of communicating with our clients, and providing an open-handed trusted support system for anything needed.
- Stood as a trusted resource to work directly with our Enterprise accounts & collaborated with peers and extended teams to shape the end-end customer experience.
- Provided technical mentorship and training for compliance with all customers globally.
- Conducted routine investigations on client health and renewal risks to enhance our outreach strategy.
- Documented performance issues and success of team through regular, timely feedback as well as the formal performance review process.
- Proactively coached team and stakeholders to ensure clear accountability and response effectiveness, including clear customer communication, effective resolution, and focus on proactive and reactive client demographic.
- Alerted Management Team of any at risk clients and work to provide innovative solutions while meeting KPI’s.
Account Manager
Ferry International LLC.
Santa Ana
02.2019 - 10.2021
- Managed a personal portfolio of 350+ clients (Real Estate Agents) domestic and international.
- Helped lead the Account Management Team with client business plan implementations.
- Helped facilitate proactive efforts to achieve departmental and company goals such as client retention.
- Project Managed for the Client Services department in groups.
- Analyzed reports for management in relation to progress and growth of our clientele by using the Salesforce CRM.
- Built and wrote Standard Operation Procedures for Client Services by utilizing the Asana Project Management software.
Administrative Support Specialist
Coastline Community College
Fountain Valley
04.2017 - 02.2019
- I communicated with professors and students using Canvas software support, along with front desk support for all staff and students. This communication included email, phone, and third-party communication web services.
- I consistently met weekly goals of ensuring communication with inmates and providing assistance without delays, and collaborated on company objectives with cross-functional departments such as Financial Aid, Student Admissions, and the Counseling Department.
- The administrative duties included creating letters and emails, filing, and mailing for collection duties.
- Lastly, I managed database systems, including collecting and inputting proctor forms (which are a part of the examination process per semester), mailing, receiving, scanning exams, and entering them into the database.
Customer Service Representative
Enterprise Rent-A-Car
Albany
03.2015 - 08.2016
- Helped manage rentals and returns at an international car rental agency (Enterprise, National, Alamo).
- I consistently maintained high customer service scores, measured on a 100-point scale, at 90 points or higher each month.
- Our team worked in a cross-training environment between customer service and sales and consistently met sales goals.
Education
Master Business Administration - Emphasis Global Business
Pepperdine University
Los Angeles, CABachelor of Science - Business Management
Pepperdine University
Los Angeles, CAAssociate of Arts - Business Administration
Hudson Valley Community College
Troy, NYSkills
- Team Leadership
- Problem solving
- Client Success and Support
- Sales & Customer Service
- Project Management
- Hiring and Managing Employees
- Writer & Editor
- Account growth
- Client onboarding
- Risk assessment
- Data analysis
- Business impact analysis
- Value realization
- Stakeholder engagement
- Strategic planning
- Effective communication
- Program development
- Adaptability and flexibility
- Managing operations and efficiency
Professional Highlights
- Dynamic and results-driven professional with a proven track record in Customer Success and SaaS environments.
- Adept at building strong client relationships, driving product adoption, and ensuring customer satisfaction.
- Skilled in problem-solving, communication, and leadership to optimize customer experiences.
- Relationship building & Results driven.
- Exceptional communication, interpersonal, follow-through, & leadership skills.
- Team Oriented, Self-starter, project manager, Salesforce CRM utilization.
- Customer Success Leadership, People Leadership, Team motivation.
Timeline
Customer Success Manager
Quickbase
06.2023 - Current
Lead of Customer Success
Quickbase
10.2021 - 06.2023
Account Manager
Ferry International LLC.
02.2019 - 10.2021
Administrative Support Specialist
Coastline Community College
04.2017 - 02.2019
Customer Service Representative
Enterprise Rent-A-Car
03.2015 - 08.2016
Master Business Administration - Emphasis Global Business
Pepperdine University
Bachelor of Science - Business Management
Pepperdine University
Associate of Arts - Business Administration
Hudson Valley Community College
Similar Profiles
Lily FishLily Fish
Sales Development Representative at QuickbaseSales Development Representative at Quickbase
LALA ERVINLALA ERVIN
Solutions / Product Marketing Manager at QUICKBASESolutions / Product Marketing Manager at QUICKBASE
Emma DiPrizioEmma DiPrizio
Enterprise Customer Success Manager at QuickbaseEnterprise Customer Success Manager at Quickbase
Eric QuellEric Quell
Behavioral Health Technician at Windward Way RecoveryBehavioral Health Technician at Windward Way Recovery
Emma SartainEmma Sartain
Telemetry Registered Nurse at Huntington Beach HospitalTelemetry Registered Nurse at Huntington Beach Hospital