Phanes Polk

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Contract Consultant

GLG(Gerson Lehrman Group)

Feb 2025 - Current (1 year 5 months)

• Partnered with global consulting firms, private equity, and Fortune 500 companies to deliver expert-level insights on Customer Success, enterprise SaaS, and supply chain operations. • Provided strategic guidance through 1:1 consultations, surveys, and research engagements to support client initiatives including market entry, investment due diligence, and competitive analysis. • Leveraged deep domain expertise to shape client decision-making processes and deliver high-value outcomes in compressed timeframes.

Customer Success Manager

ServiceNow

Feb 2023 - Feb 2025 (2 years 1 month)

• Manage Enterprise and Commercial SaaS accounts exceeding $1 M ARR in the B2B industry. • Develop and execute comprehensive success plans aligned with customer business objectives, focusing on adoption, expansion, and innovation. • Provide solution guidance as a Subject Matter Expert (SME) to maximize customer ROI and engagement. • Partner cross-functionally with Product, Engineering, and Sales teams to address critical issues and enhance customer experience. • Conduct business reviews with senior leadership, ensuring alignment with strategic goals and growth opportunities. • Utilized Microsoft Excel for data entry tasks, ensuring accurate tracking of customer interactions and account details, which supported the overall ma

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Customer Success Manager

Textio

Nov 2021 - Nov 2022 (1 year 1 month)

• Managed a portfolio of 50–70 Enterprise and Commercial SaaS accounts, contributing to $2M ARR. • Designed engagement strategies to improve retention, expansion, & customer satisfaction. • Monitored usage metrics and delivered actionable insights to enhance adoption and efficiency. • Trained clients on advanced platform capabilities, increasing feature utilization and identifying upsell opportunities. • Collaborated with Product and Engineering teams to relay customer feedback, driving product improvements. • Utilized Microsoft Excel for data entry tasks, ensuring accurate tracking of customer interactions and account metrics, which supported overall account management and reporting efficiency. • Maintained a focus on da

Customer Success Associate

Hireology

Dec 2019 - May 2021 (1 year 6 months)

• Increased feature adoption by 8% in Q4 and 10% in Q1 through proactive engagement strategies, driving client satisfaction. • Resolved escalated client issues, working closely with internal teams to deliver timely solutions. Additionally, utilized Microsoft Excel for data entry tasks, ensuring accurate tracking of client interactions and feedback, which contributed to improved service delivery and client relationship management. Furthermore, I was responsible for managing renewal and upsell proposals, which enhanced our ability to meet client needs and foster long-term partnerships.

Customer Success Manager

Aerotek

Oct 2018 - Nov 2019 (1 year 2 months)

• Supported B2B SaaS implementations and ongoing customer success strategies, ensuring clients achieve their desired outcomes. • Delivered exceptional customer service in a fast-paced environment, effectively resolving escalations and optimizing workflows. • Utilized data analysis skills to collect and interpret KPI data, which informed our customer success strategies and enhanced overall service delivery. Additionally, I managed chat support by monitoring our CRM for customer questions, concerns, or feedback, which further improved our responsiveness and client satisfaction. Furthermore, I ensured that customer information was stored and maintained in a secure software environment, reinforcing our commitment to data security and client

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SEO Manager

(FREELANCE)

Feb 2018 - Jan 2019 (1 year)

• Led process improvements for real estate agents' digital marketing campaigns, leveraging data-driven insights to scale portfolios. • Designed and implemented standard operating procedures to improve efficiency. Additionally, utilized chat support skills through a CRM system to effectively communicate with clients regarding leads, enhancing client engagement and ensuring timely follow-ups throughout the campaign process.

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