Alex Smith
Beech Grove
Summary
Dynamic Customer Success Specialist with proven expertise at several successful SaaS providers, delivering exceptional support and achieving a 95% CSAT. Skilled in CRM management, product training and user enablement, I excel in driving customer satisfaction and retention through proactive engagement and tailored solutions. Committed to enhancing client experiences and fostering long-term relationships.
Overview
16
16
years of professional experience
Work History
Customer Success Specialist
Builder Prime
Denver
03.2024 - Current
- Company Overview: Builder Prime is a sprawling web application built for the home improvement industry that is rich with features, including lead management, project management, CRM, email and SMS integration, lead generation integration, contracting, estimating, invoicing, ePayments, and so much more.
- As part of a two-person team, I am available to thousands of monthly users, our customer success team, and our sales team to ensure customer success and retention throughout the entire lifecycle of our customers
- I am the main point of contact for all product support needs, regardless of customer lifecycle stage
- I conduct Support sessions through Hubspot's Live Chat, scheduled Zoom calls, live phone support, and email
- I deliver solutions to 15-20 accounts on an average day
- It is not uncommon for me to field 30 unique support requests across various channels - 99% of them are resolved or escalated within 24 hours
- As a Support Specialist, I am the only point of contact shared by all customers, users, and fellow employees of Builder Prime
- I am a product expert and I proudly support both internal and external stakeholders every day
- Additional duties include user training, account management, content creation, knowledgebase creation, and generally wearing several hats in the name of delivering A+ customer service
- My personal CSAT has never fallen below 95%
- I have led several changes and policy updates that have shaped the Support department as our team grows
- Builder Prime is a sprawling web application built for the home improvement industry that is rich with features including Lead Management, Project Management, CRM, email and SMS integration, lead generation integration, contracting, estimating, invoicing and ePayments, and so much more
Customer Success, Sales and Onboarding Specialist
Cireson
San Diego
12.2021 - 04.2023
- Facilitator and leader of ensuring new and existing customers understand and love our Microsoft Office 365 SaaS Helpdesk 'Tikit' (a Cireson product)
- Tikit is a Microsoft Teams app for IT Helpdesk management
- Point of contact for all potential and current customers
- Responsible for all pre- and post-sales account management
- Owner of Tier-1 support and customer success tasks
- Customer base tripled in my time with Tikit
- Managed sales cycles and customer accounts via Hubspot CRM
- Responsible for managing each customer's Stripe (online payments) profile
- Webinar Host
- Wrote copy for our Marketing emails
- Recorded voiceovers for our video content on YouTube
Customer Success Helpdesk (SaaS helpdesk for Cummins Diesel customers)
Cummins Inc.
Columbus
06.2021 - 11.2021
- Subject matter expert on an array of proprietary software - both B2B and B2C
- This was a 6-month contract position to relieve their helpdesk product specialists
- Ticket time was nearly halved during my time with this team; from over 24 hours to same business day for most ticket types
- Managed data, digital assets and customer ID's for tens of thousands of database entries
Customer Success Manager and SaaS Digital Product Specialist
JH Specialty Inc
Fort Wayne
03.2018 - 05.2021
- The face and voice (product manager) for a product used by a $3B enterprise company
- With a portfolio of over 400 clients, I leverage the capabilities of multiple digital marketing platforms including Google Ads, Facebook and Cordial (email client)
- Through consultation, product support and marketing execution I help over 200 small businesses (on average) find success each month
- Additionally, I had a 1:1 and 1:many relationship in an account management role as we utilize modern, industry-best practices for eCommerce and digital representation
- Through consultation, content creation and understanding each client as unique we help them stay relevant in today's crowded digital world
- Other responsibilities include: data analysis, Google Analytics, Customer Experience Management, engagement strategies, copy and content creation, Facebook management, ZenDesk administration and resolution, and providing a hospitable approach in a world growing more and more digital
Customer Experience Specialist and Product Support
analytic.li
Indianapolis
10.2017 - 02.2018
- Short-term role with a start-up
- Portfolio of 20+ businesses from around the US - we provided an always online workforce web application to empower HR professionals
- First exposure to SaaS; I lead onboarding sessions and training webinars for our partners and clients
Assistant General Manager
White Lodging Services
Indianapolis
03.2017 - 09.2017
- Responsible for all staffing, training, leadership training (managers) and the daily operations of the hotel
- I was also the account manager for our group sales and event planning
Assistant General Manager
Hilton Garden Inn
Fort Wayne
02.2016 - 03.2017
- Responsible for operations, housekeeping and the front office operations
- This included sales, finance, food and beverage and account management of our local partners and customers
- STAR ranking improved from middle of our market, to market leader during my year there
- I am certified in hotel analytics and finance (CHA)
Front Office Manager
Fairfield Inn Suites
Fort Wayne
08.2015 - 02.2016
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
- Delegated work to staff, setting priorities and goals.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
Front Desk Manager
Wyndham Garden - Warsaw
Warsaw
05.2009 - 08.2015
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Processed employee time sheets, payroll information and other administrative documents.
- Assigned work and monitored performance of project personnel.
Education
Bachelor of Science - BS - Hospitality and Tourism Management
Purdue University
01.2015
Skills
- Customer Support
- Customer success
- CRM management
- Support ticket resolution
- User training
- Project management
- Account management
- Product support
- Content Creation
- Client Services
Affiliations
- Currently writing a novel and TTRPG campaign setting based upon a fictional world of heroes.
- I play baseball weekly in a men's league and am looking into coaching opportunities locally
- Very active in my neighborhood and social circles to empower societal awareness
References
References available upon request.
Timeline
Customer Success Specialist
Builder Prime
03.2024 - Current
Customer Success, Sales and Onboarding Specialist
Cireson
12.2021 - 04.2023
Customer Success Helpdesk (SaaS helpdesk for Cummins Diesel customers)
Cummins Inc.
06.2021 - 11.2021
Customer Success Manager and SaaS Digital Product Specialist
JH Specialty Inc
03.2018 - 05.2021
Customer Experience Specialist and Product Support
analytic.li
10.2017 - 02.2018
Assistant General Manager
White Lodging Services
03.2017 - 09.2017
Assistant General Manager
Hilton Garden Inn
02.2016 - 03.2017
Front Office Manager
Fairfield Inn Suites
08.2015 - 02.2016
Front Desk Manager
Wyndham Garden - Warsaw
05.2009 - 08.2015
Bachelor of Science - BS - Hospitality and Tourism Management
Purdue University
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