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Wanisha Pope
SaaS & B2B Customer Success Manager | Driving adoption, retention, and revenue growth
Cleveland, OH, United States
Details
Experience:
2023 : Present
Personal Projects
Coding Dojo - CyberSecurity
Managed a book of 50 enterprise clients, driving adoption and retention resulting in being awarded to Upwork Upclub for top company performers 2022.
Maintained relationships with over 200 users, achieving a 96% QoQ retention rate, exceeding the 85% quota.
Onboarded all users onto the platform, highlighting key features, reporting to ensure knowledge transfer of knowledge.
Provided technical and tactical training and troubleshooting tier I & II technical issues.
Served as an Upwork expert, providing support and direction to team members and clients.
Responsible for keeping current clients satisfied and delivering exceptional client service on a
day-to-day basis
Solution account plans, establishing key metrics for client success.
Conducted discovery calls with individual users, understanding pain points and providing recommendations, resulting in a 30% increase in YoY revenue.
Led quarterly business reviews with C-level executives and key stakeholders, offering data-driven insights and highlighting KPIs.
Collaborated cross-functionally with teams such as legal, marketing, engineering, compliance and
product to align with customer needs
Ensured all MSA commitments were agreed to and met.
Managed customer support process.
Addressed billing concerns and collaborated with customers to determine optimal solutions.
Utilized Anaplan, Engagedly, Salesforce, Outreach.io, Domo, Gong, JIRA, Postal to track and analyze customer data, workday, Miro, Highspot, confluence, SailPoint, Slack ,Concur, Zoom, ZoomInfo, Zcaler, Zendesk, Vidyard.
2022 : 2023
Upwork
Senior Program Manager- Enterprise Program Success
Key account manager for multiple clients in the restaurant online ordering space, focusing on new software development, creating custom solutions and enhancements while strengthening overall
client satisfaction.
Managed multiple onboarding projects simultaneously, set realistic timelines, track progress, and
ensured successful completion of each implementation project.
Supported a variety of implementation scenarios, including feature additions, solution migrations for complex clients with varying configurations.
Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of reported issues or requests.
Collaborated with internal resources to obtain necessary information and resolve issues, ensuring a seamless onboarding process and timely resolution of client concerns.
Analyze available support metrics to determine trends and recommend process improvements.
Write and administer contractual documentation including SOW, SLA, MSA and NDA for new integrations and products.
Assisted in development and Implemented backend product framework.
Led yearly business reviews with C-level executives and key stakeholders, offering data-driven insights.
Worked with Zendesk, Azure DevOps, salesforce, confluence, and Google Suites for client
support.
2018 : 2022
Onosys
Senior Client Success Manager
Applied technical expertise, product knowledge, and problem solving skills to determine the cause of issue and the resolution of the reported request or issues.
Tracked progress on advanced technical issues.
Constructed a robust backend infrastructure for the online menu.
2016 : 2018
Onosys
Client Support Specialist
Consistently delivered distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous.
Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate.
Build rapport and strengthen client relationships while servicing client needs.
Meet and exceed sales, quality monitoring, client experience, and efficiency goals while contributing to the overall sales success of the team, Call Center Sales & Service, and KeyBank.
Collaborated internally to achieve team, department, and line of business commitments.
Maintained thorough knowledge and understanding of KeyBank’s products and services.
2016 : 2016
Key Corporate & Commercial Bank
Client Service Associate
Personal Projects
Coding Dojo - CyberSecurity
Managed a book of 50 enterprise clients, driving adoption and retention resulting in being awarded to Upwork Upclub for top company performers 2022.
Maintained relationships with over 200 users, achieving a 96% QoQ retention rate, exceeding the 85% quota.
Onboarded all users onto the platform, highlighting key features, reporting to ensure knowledge transfer of knowledge.
Provided technical and tactical training and troubleshooting tier I & II technical issues.
Served as an Upwork expert, providing support and direction to team members and clients.
Responsible for keeping current clients satisfied and delivering exceptional client service on a
day-to-day basis
Solution account plans, establishing key metrics for client success.
Conducted discovery calls with individual users, understanding pain points and providing recommendations, resulting in a 30% increase in YoY revenue.
Led quarterly business reviews with C-level executives and key stakeholders, offering data-driven insights and highlighting KPIs.
Collaborated cross-functionally with teams such as legal, marketing, engineering, compliance and
product to align with customer needs
Ensured all MSA commitments were agreed to and met.
Managed customer support process.
Addressed billing concerns and collaborated with customers to determine optimal solutions.
Utilized Anaplan, Engagedly, Salesforce, Outreach.io, Domo, Gong, JIRA, Postal to track and analyze customer data, workday, Miro, Highspot, confluence, SailPoint, Slack ,Concur, Zoom, ZoomInfo, Zcaler, Zendesk, Vidyard.
2022 : 2023
Upwork
Senior Program Manager- Enterprise Program Success
Key account manager for multiple clients in the restaurant online ordering space, focusing on new software development, creating custom solutions and enhancements while strengthening overall
client satisfaction.
Managed multiple onboarding projects simultaneously, set realistic timelines, track progress, and
ensured successful completion of each implementation project.
Supported a variety of implementation scenarios, including feature additions, solution migrations for complex clients with varying configurations.
Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of reported issues or requests.
Collaborated with internal resources to obtain necessary information and resolve issues, ensuring a seamless onboarding process and timely resolution of client concerns.
Analyze available support metrics to determine trends and recommend process improvements.
Write and administer contractual documentation including SOW, SLA, MSA and NDA for new integrations and products.
Assisted in development and Implemented backend product framework.
Led yearly business reviews with C-level executives and key stakeholders, offering data-driven insights.
Worked with Zendesk, Azure DevOps, salesforce, confluence, and Google Suites for client
support.
2018 : 2022
Onosys
Senior Client Success Manager
Applied technical expertise, product knowledge, and problem solving skills to determine the cause of issue and the resolution of the reported request or issues.
Tracked progress on advanced technical issues.
Constructed a robust backend infrastructure for the online menu.
2016 : 2018
Onosys
Client Support Specialist
Consistently delivered distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous.
Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate.
Build rapport and strengthen client relationships while servicing client needs.
Meet and exceed sales, quality monitoring, client experience, and efficiency goals while contributing to the overall sales success of the team, Call Center Sales & Service, and KeyBank.
Collaborated internally to achieve team, department, and line of business commitments.
Maintained thorough knowledge and understanding of KeyBank’s products and services.
2016 : 2016
Key Corporate & Commercial Bank
Client Service Associate
Company:
Personal Projects
About
Skilled Customer Success program manager with over 7 years within the SaaS industry. Focused on customer advocacy, product knowledge, fostering client satisfaction, retention and product adoption.
Most recently, Managed a book of business of 50 enterprise clients resulted in being rewarded Upwork's Presidents Club.
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