Shannon Plummer- Dukes
Douglasville
Summary
Accomplished Customer Success Manager with a proven track record in program analysis and client metrics achievement. Skilled in goal setting, relationship building, and effective communication, driving impactful results for enhanced client satisfaction.
Overview
1
1
year of professional experience
Work History
Customer Success Manager
Arise
Miramar
06.2025 - 01.2026
- Ensuring that Arise achieves and exceeds all client metrics
- Facilitated daily/weekly client meetings and calibration sessions to align on program objectives
- Coordinate with the Director, Customer Success to achieve client metrics
- Developed and implemented improvement action plans for vendors to enhance service delivery
- Served as the initial point of escalation on the program, tracking and resolving escalations.
- Managing vendor contract compliance
- Participating in new vendor implementation
- Conducted program analysis and generated analytical reports to demonstrate results and program metric achievements
- Overseeing goal setting, monitoring of program trends
- Compiled and analyzed reports to support decision-making.
- Executed special projects directed by senior management to enhance client services.
- Requires little supervision to successfully deliver the core responsibilities
Education
High School Diploma -
Boyd Anderson
Fort Lauderdale, FL06-1989
Skills
- Client relations
- Customer service
- Relationship building
- Account updates
- Data reporting
- Report analysis
- Client metrics
- Team collaboration
- Action planning
- Training and mentoring
- Staff mentoring & leadership
- Time management
- Effective communication
- Problem resolution
- Critical thinking
- Research and due diligence
- Schedule management
- Chat platforms
- Goal setting
- Program analysis
Timeline
Customer Success Manager
Arise
06.2025 - 01.2026
High School Diploma -
Boyd Anderson