Imani Timpanaro
Apex
Summary
I am a dedicated, passionate, and motivated leader who possesses a lively demeanor, empathetic approach, and positivity with a knack for adaptation in dynamic environments. With a proactive and collaborative mindset, I excel at providing an outstanding customer experience by leveraging customer-focused skills to drive satisfaction, success, and advocacy. With advanced knowledge of customer success strategies, I have a proven track record of increasing customer retention, identifying and achieving customer objectives, boosting revenue growth, and driving value.
Overview
7
7
years of professional experience
Work History
Customer Success Consultant
Phocas Inc.
08.2024 - Current
- Identified client needs and expectations, establishing clear goals for ongoing success.
- Liaised cross-departmentally with product, management, and sales to better understand customer needs and mitigate risk.
- Managed client relationships through regular check-ins on software adoption while identifying areas for optimization and driving growth.
- Facilitated tailored workshops and training sessions for clients to enhance their skills and confidence in key areas of the platform.
- Delivered comprehensive reports and presentations to economic buyers, providing insights and actionable recommendations for business improvement.
- Developed and maintained strong client relationships, promoting high levels of satisfaction and boosting customer advocacy.
- Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives ensuring continued value and return on investment.
Customer Success Manager
HR Acuity
11.2021 - 08.2024
- Implemented comprehensive objectives and metrics, resulting in improved retention rates and increased long-term business revenue by 30%.
- Utilized client data analytics to transform onboarding processes, mitigate risk, and reduce time-to-value, while consistently achieving high satisfaction rates.
- Conducted in-depth trainings and product presentations to drive client buy in.
- Assumed ownership of new accounts, overseeing their onboarding process with precision and attention to detail.
- Navigated client organizations to identify additional product applications and expansion opportunities.
- Collaborated with Sales and Product teams to identify upsell opportunities, maximizing revenue potential.
- Drove internal cross-functional improvement initiatives to enhance the overall customer experience and streamline processes.
Customer Success Manager
WILEY
08.2019 - 06.2021
- Developed and nurtured relationships across a portfolio of strategic customers.
- Proactively engaged with customers, building strong relationships and successfully retaining over $1.3mm in product revenue.
- Partnered with our digital customers to identify their strategic business goals and co-create impact plans with clear success metrics and engagement strategies.
- Executed all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business performance reviews, and roadmap consultations.
- Collaborated with Sales to develop strategic account plans, nurture executive relationships, manage renewals, and explore expansion opportunities.
- Analyzed customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans.
- Served as the voice of customer by surfacing key trends and insights back to vertical and lateral business teams.
Operations Manager
C & T Towing
08.2018 - 08.2019
- Implemented a comprehensive reorganization of the claims process, resulting in a remarkable 94% increase in operational efficiency.
- Developed and implemented a dedicated employee training manual, ensuring consistent and effective training for all personnel.
- Secured 7 new contracts for our dispatch center, leading to a staggering 200% increase in company profits.
- Led the training, motivation, and development of employees, optimizing their performance and fostering personal and professional growth.
- Successfully recovered over $50k in missing revenue from prior years, demonstrating exceptional attention to detail and financial acumen.
Education
Bachelor of Arts - Communications
SNHU Southern New Hampshire University
Skills
- Strong communication & interpersonal skills
- Impeccable client relationship management
- Exceptional written and verbal communication abilities
- Hyper-organized
- Customer Analysis and Insights
- Customer Training and Education
- Strategic Planning and Product Utilization
- Flexible and adaptive problem solving
- Detailed customer onboarding knowledge
- Strong presentation skills with the capability to establish credibility
ACCOMPLISHMENTS
Spearheaded the development of over 700 customer success plans,resulting in an increase of customer onboarding success rate by 15%
Designed and developed a customer feedback survey program which generated an aggregate of 5,500 responses over 2 months, driving customer satisfaction scores to an all-time high of 93%
Created tailored customer success webinars resulting in a 10% increase in product utilization by existing customers
Timeline
Customer Success Consultant
Phocas Inc.
08.2024 - Current
Customer Success Manager
HR Acuity
11.2021 - 08.2024
Customer Success Manager
WILEY
08.2019 - 06.2021
Operations Manager
C & T Towing
08.2018 - 08.2019
Bachelor of Arts - Communications
SNHU Southern New Hampshire University
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