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Christopher Knecht

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Pennsylvania, United States

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work
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Résumé

Jobs verified_user 0% verified
  • Athena Security
    Director of Customer Success and Services. (Contractor & Individual Contributor)
    Athena Security
    Oct 2022 - Nov 2024 (2 years 2 months)
    • Configured software and hardware for installations for Enterprise customers, pilots, demos, and trade shows. • Trained customers on the best practices for operating the system during the onboarding process and assisted them with any support issues or demonstrating product updates post go live. • Collaborated with the product team for QA testing, bug reporting, and customer feedback.
  • B
    Director of Customer Success (Individual Contributor)
    Better PT BetterHealthcare
    Apr 2020 - Aug 2022 (2 years 5 months)
    • Streamlined the post-sales experience for SMB and Enterprise customers, encompassing elements such as onboarding, integration, training, QBRs, and upselling, leading to enhanced customer success and satisfaction. • Drastically reduced the implementation timeline from 2 months to 2 weeks, expediting the return on investment for customers through the establishment ofan urgent onboarding cadence. • Collected and tracked customer feedback, aiding the product team in prioritizing the roadmap, while developing and maintaining a comprehensive knowledge base to facilitate customer support.
  • C
    Director of Customer Success and Services.
    COMO
    Mar 2018 - May 2019 (1 year 3 months)
    • Supervised Customer Success and Customer Care teams, ensuring key Service Level Agreements were consistently met and accounts were launched by go-live date. • Collaborated with Salesforce developers to create workflows, processes, and automations. • Trained customers and internal staff regarding the product as well as new feature releases.
  • S
    ShopKeep Expert / Customer Success
    Feb 2014 - Feb 2016 (2 years 1 month)
    • Established and expanded a dedicated Customer Success team, leading to its growth to a 12-member team. • Significantly decreased customer churn from 14% to 4% through the strategic development and implementation ofa strategic onboarding process. • Conducted needs-based software implementation and training for business owners, while achieving sales ofadditional products and services, with an emphasis on enhancing customer satisfaction.
  • P
    Point of Sale Specialist / Sales Rep
    Feb 2013 - Feb 2014 (1 year 1 month)
    • Successfully conducted product demonstrations, effectively communicating the software's benefits to potential clients, resulting in consistent achievement of sales targets in software and hardware • Executed sales strategies for a diverse range of business owners, always meeting and often surpassing multiple quotas.
  • C
    Customer Service Rep
    Jan 2012 - Feb 2013 (1 year 2 months)
    • Provided assistance for hardware and software issues through various communication channels including phone, chat, and email. • Ensured effective issue resolution, enhancing customer satisfaction and trust.
  • P
    Payments and Retention Manager
    Jan 2012 - Feb 2018 (6 years 2 months)
    • Established and supervised a retention and renewals team, ensuring smooth operations and efficient performance. • Achieved a high retention rate of 96% through active and extensive customer engagement strategies. • Successfully prevented a potential annual revenue loss of $450,000 by effectively addressing and mitigating cancellation requests.
Education verified_user 0% verified
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    Bachelor of Science
    New York City College of Technology at