Doris Somtoo A.

Customer Success Manager | Account Manager | Client Onboarding

Customer Success & Account Management professional helping businesses onboard customers successfully, strengthen client relationships, increase product adoption, and improve retention through proactive communication, guided onboarding, account management, and customer support. Customers need more than a great product. They need clear onboarding, responsive support, consistent communication, and someone who takes ownership of their experience. I help businesses keep customers supported and engaged throughout the customer lifecycle while ensuring their needs are understood and addressed. With hands-on client-facing experience, I manage customer communication, support requests, follow-ups, expectations, and ongoing relationships. I’m proactive, responsive, and focused on building trust while making sure customers receive timely solutions and a positive experience. Core Services: ➤ Customer Success: Customer lifecycle management, proactive engagement, check-ins, issue resolution, and retention support. ➤ Account Management: Client relationship management, expectation management, regular communication, account follow-ups, and identifying customer needs. ➤ Customer Onboarding: Guided onboarding, customer education, follow-ups, adoption support, and helping customers reach value quickly. ➤ Customer Retention: Customer engagement, proactive follow-up, identifying concerns, churn analysis, and addressing potential risks. ➤ Customer Support: Customer inquiries, issue resolution, escalation coordination, and consistent follow-through. ➤ CRM Management: Accurate customer records, interaction tracking, account updates, and organized follow-ups. What working with me feels like: ◆ Customers receive timely communication and consistent follow-up. ◆ New customers have a clear, organized onboarding experience. ◆ Customer concerns are identified and addressed before they become bigger problems. ◆ Accounts and customer interactions remain organized and up to date. ◆ Customers feel heard, supported, and confident that someone is taking ownership of their experience. Tools: HubSpot ◦ Salesforce ◦ Google Workspace ◦ Slack ◦ Zoom ◦ Asana ◦ Calendly ◦ Microsoft 365 ◦ ChatGPT If you need someone who can manage customer relationships, support onboarding, resolve customer concerns, and keep customers engaged, send me a message or invite me to your job.