SHAE PETERSEN
Greenville
Summary
Customer Success Manager with [X years] of experience driving client retention, adoption, and growth. Skilled at building strong customer relationships, delivering tailored success strategies, and collaborating cross-functionally to ensure measurable ROI. Proven track record of reducing churn, increasing product utilization, and expanding account value while maintaining high levels of customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Parella Motorsports Holding
06.2024 - Current
- Built and maintained strong client relationships, serving as the primary point of contact for onboarding, training, and ongoing account management.
- Partnered with customers to understand business goals and ensure successful adoption of products and services, resulting in increased retention and satisfaction.
- Developed and executed customer success plans, driving product utilization and delivering measurable ROI.
- Collaborated cross-functionally with Sales, Product, and Support teams to resolve issues, advocate for customer needs, and influence product enhancements.
- Analyzed customer usage data and feedback to proactively identify risks and opportunities, reducing churn and driving upsell/expansion opportunities.
- Led regular business reviews with key accounts, providing strategic insights and ensuring alignment with customer objectives.
- Delivered training, resources, and best practices to empower customers and maximize product value.
- Consistently exceeded customer satisfaction, retention, and growth targets.
Senior Onboarding and Enablement Specialist
Hagerty
01.2018 - Current
- Developed and delivered training programs to improve sales team effectiveness and product knowledge.
- Successfully managed a portfolio of 50+ clients, consistently meeting their needs and exceeding expectations.
- Led training sessions for new customers, ensuring a smooth onboarding process and high customer satisfaction.
- Proficient in conducting thorough customer needs assessments and providing personalized onboarding solutions.
- Skilled in effectively facilitating product demonstrations and training sessions to ensure seamless customer adoption.
- Experienced in managing large volumes of customer data and guiding clients through the onboarding process.
- Proven track record of developing and implementing efficient onboarding strategies to enhance customer satisfaction.
- Troubleshoot technical issues.
- Proficient in creating and executing test plans, test cases, and test scripts.
- Experienced in identifying and logging defects, and conducting root cause analysis.
- Strong knowledge of software development life cycle and agile methodologies.
Registration Manager
MotoAmerica
01.2017 - 01.2018
- Managing Riders, Teams, Guests, and Crew at an event.
- Managing all registrations is done before an event.
- Answering technical questions.
- Issuing credentials.
Assistant Manager
Carlton Hair
01.2016 - 01.2017
- 3 years of experience as Assistant Manager in a retail store, overseeing daily operations.
- Strong problem-solving skills, successfully resolving customer complaints and ensuring customer satisfaction.
- Demonstrated ability to handle payroll discrepancies and resolve payroll-related issues efficiently.
Education
Project Management Certificate -
Coursera
Greenville, SC12.2023
Matriculate - undefined
Fourways High School
12.2009
Certificate - Business Management
Coursera
Greenville, SC01-2025
Skills
- Onboarding facilitation
- Project execution management
- Strong relationship-building abilities
- Analytical problem solving
- Communication
- Client relationship management
- Customer retention
- Client relations
- Account relationship development
LANGUAGES
Afrikaans — Elementary
Timeline
Customer Success Manager
Parella Motorsports Holding
06.2024 - Current
Senior Onboarding and Enablement Specialist
Hagerty
01.2018 - Current
Registration Manager
MotoAmerica
01.2017 - 01.2018
Assistant Manager
Carlton Hair
01.2016 - 01.2017
Matriculate - undefined
Fourways High School
Project Management Certificate -
Coursera
Certificate - Business Management
Coursera
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