Evan Hill

Jobs 0% verified

a

Client Success Manager

aytm - Ask Your Target Market

Jan 2023 - Feb 2024 (1 year 2 months)

• Managed post-sale lifecycle for a portfolio of SaaS clients, ensuring long-term adoption, satisfaction, and retention across contracts up to $300K in ARR. • Collaborated with internal teams to flag at-risk accounts and implement retention strategies, contributing to a 9.4 NPS. • Worked closely with customers to align platform usage with their goals and provided consultative support to maximize solution value. • Identified upsell and cross-sell opportunities through usage trend analysis and shared leads with sales teams for expansion. • Maintained updated records in Salesforce to track engagement status, renewal dates, and account health metrics.
C

Client Support Manager

Jun 2022 - Jan 2023 (8 months)

• Oversaw service resolution for client inquiries, escalating technical or business concerns and contributing to a 97% CSAT score. • Reviewed case patterns and provided data to leadership for process improvements and future training topics. • Developed client-facing resources and knowledge base articles to streamline support processes and reduce incoming inquiries.
Care Support Coordinator

Spring Health

Nov 2021 - Jun 2022 (8 months)

• Delivered customer support via phone, email, and ticketing systems, achieving a 97% customer satisfaction rating. • Assisted with healthcare documentation and escalation procedures, and helped standardize internal support processes.
Behavioral Health Case Manager

Cigna

Oct 2020 - Oct 2021 (1 year 1 month)

Education 0% verified

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