Sandra M.

Are you losing valuable customers because of poor follow-ups, inconsistent onboarding, or weak customer relationships? As a Customer Success & Account Manager, I help businesses address these gaps, improve customer retention, and grow existing accounts. Your customers need a smooth onboarding experience, timely support, consistent follow-ups, and strong relationships that keep them engaged and loyal. When customers feel neglected or unsupported, they lose trust, disengage, and eventually leave, costing your business valuable relationships and revenue. My goal is to make sure every customer feels valued, supported, and confident about continuing to do business with you. I’m not just here to answer tickets or respond to messages. I help you stay connected to your customers, identify issues early, support successful onboarding, manage escalations, improve customer satisfaction, and identify opportunities to retain and grow existing accounts. I’m your customer relationship partner, not just another support agent. 𝗪𝗵𝗮𝘁 𝗜 𝗰𝗮𝗻 𝗱𝗼 𝗳𝗼𝗿 𝘆𝗼𝘂: ✅ Customer Success & Account Management: I manage ongoing customer relationships, understand customer needs, follow up proactively, coordinate internally, and make sure customers continue receiving value from your product or service. ✅ Customer Retention & Engagement: I help identify customers who may be disengaging, strengthen communication, follow up on concerns, and create a more proactive customer experience that supports long-term retention and loyalty. ✅ Customer Onboarding & Follow-Up: I help guide new customers through onboarding, answer questions, coordinate next steps, provide follow-up, and make the transition from new customer to engaged customer as smooth as possible. ✅ Customer Support & Escalation Management: I handle customer questions, complaints, difficult conversations, and escalations professionally while working toward timely resolutions and maintaining a positive customer experience. ✅ Client Communication & Relationship Management: From emails and chat conversations to calls, updates, and follow-ups, I make sure customers feel heard, valued, and informed throughout their relationship with your business. ✅ Customer Experience & Satisfaction: I pay attention to recurring issues, customer feedback, service gaps, and communication problems that can affect satisfaction. I help turn those insights into practical improvements. ✅ CRM & Customer Account Management: I keep customer information, conversations, follow-ups, issues, and account activity organized so your team has better visibility into customer relationships and outstanding actions. ✅ Account Growth, Upselling & Cross-Selling: Because I understand both customer success and sales, I can identify appropriate opportunities to introduce additional products, services, or solutions based on existing customer needs rather than using a pushy sales approach. ✅ Process Improvement & Customer Success Workflows: I help organize follow-up processes, customer communication workflows, escalation procedures, onboarding processes, and other customer-facing systems to make customer management more consistent and efficient. ✅ Customer Feedback & Reporting: I can track customer issues, feedback, satisfaction trends, account activity, and recurring problems and communicate useful insights to help your team make better customer decisions. 𝐓𝐨𝐨𝐥𝐬 𝐈 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡: Intercom, Zendesk, Freshdesk, HubSpot, GoHighLevel, ClickUp, Asana, Trello, Slack, SimpleTexting, Calendly, Google Sheets, and other CRM, customer support, communication, and project management platforms. I’m also comfortable learning new tools and adapting quickly to your existing systems and workflows. 𝗪𝗵𝘆 𝗺𝗲? I bring a combination of customer support, customer success, account management, relationship management, and commercial experience. That means I don’t only focus on solving the customer's immediate problem. I look at the bigger picture: ✅ Is the customer getting value? ✅ Are they engaged? ✅ Are there unresolved issues? ✅ Is there a risk of losing the account? ✅ What can we improve? ✅ Where is there a genuine opportunity to grow the relationship? My goal is simple: help you build customer relationships that make people feel supported, valued, and confident in continuing their relationship with your business. Whether you need someone to manage an existing customer portfolio, improve onboarding, handle customer support and escalations, strengthen retention, or support account growth, I’m ready to step in and take ownership. Send me a message here on Upwork or click “Invite to Job” to discuss how I can support your customers and your business. I’m available for long-term, short-term, hourly, and fixed-price contracts. Your next Customer Success & Account Management partner, Sandra.