Liam Kilcline
Dublin
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Head of Customer Success
Channel Mechanics
12.2021 - 05.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Success Manager
Channel Mechanics
05.2020 - 12.2021
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
Customer Success Manager
Spirit of Ireland Executive Travel
01.2019 - 01.2020
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
International English Teacher
Hanoi
10.2016 - 06.2019
- Developed innovative lesson plans to engage students in English language learning.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Prepared and implemented lesson plans covering required course topics.
- Designed and implemented assessments to measure student progress in English language learning.
Education
Bachelor of Arts - Irish & Geography
University of Galway
Galway09.2016
Skills
- Quality Control Planning
- Business Consulting
- Leadership and People Development
- Approachable and Outgoing
- Expectation Management
- Results Orientation
- Professional Correspondence
- Risk and Mitigation Analysis
- Change and Growth Management
Additional Information
SaaS & Cloud Computing
Customer Onboarding
CRM & PRM Systems
Customer Retention & Expansion
Certification
Certified Channel Sales Manager - Chanimal Academy
References
References available on request.
Timeline
Head of Customer Success
Channel Mechanics
12.2021 - 05.2023
Customer Success Manager
Channel Mechanics
05.2020 - 12.2021
Customer Success Manager
Spirit of Ireland Executive Travel
01.2019 - 01.2020
International English Teacher
Hanoi
10.2016 - 06.2019
Bachelor of Arts - Irish & Geography
University of Galway
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