Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
2. About me
I am a passionate customer advocate and technology champion. Seen as a trusted
advisor and puzzle solver by clients and coworkers alike. I am able to communicate
across technical skill levels. Driven to help clients achieve business and
organizational goals through technology.
Puzzle
Solving
Customer
Centric
Collaboration
Technology
Champion
Learner
4. Tech Tips
Collaborated with team members on guided walkthrough
and FAQs of common questions for company tools & web
presence. Resources were available to clients on-demand.
Workflow Support
Knowledge source for team members. Trained new members
on technology and training methods. Collaborated on
challenging client needs to determine best solution.
5. Cross Functional Client Advocate
Proactively built networks of like-minded, client focused, partners across Realogy’s business groups. These networks
allowed me to seek out answers on behalf of clients and to confidently link clients to the appropriate resource for timely
solutions. Partnered with network to advocate for process improvements that were to our clients’ benefit.
Drawing by Frits Ahlefeldt
7. “I have this crazy idea…”
One of my favorite examples of this is answering the
question, “How do I market to renters, and specifically
target my messaging to things they care about?”
Utilizing public apartment data (padmapper.com) to
gauge current rental costs, amenities, and rental
exclusions (pets) to select specific marketing targets,
pulling actual tenant data from prospecting lists (years in
lease, age, unit numbers), and CRM marketing templates, I
was able to work with the client to create a targeted
outreach database that matched their business goals and
linked seemingly siloed tools into a meaningful cluster of
platforms that directly related and supported each other.
This resulted in the client having a major “ah-ha” moment
for the proprietary CRM platform and the prospecting
database that they were subscribed to.
8. Cost Effective Solutions
Developed marketing solutions that respected financial
constraints. Helped clients explore all solution options,
from basic to service upgrades and tool expansions.
K-12 Teacher Discount
Identified business opportunity for underserved customer
segment. Managed organization, launch, and tracking of
successful discount program at Catherine Ward House Inn.
10. InTouch CRM Rollout & Training
Lead trainer for company-wide CRM product launch.
Provided initial setup and onboarding training to
leadership and affiliated clients. Educated users on
product features and guided them through their first
interactions.
Provided all users with updates on new features & tools
and best practices to continually improve adoption and
utilization rates. Shared these updates via email, office
visits, group workshops, and one-on-one meetings.
Synthesized user feedback and feature requests into
meaningful improvement requests and advocated on
clients behalfs to appropriate business teams.
Partnered with clients to identify advanced users who
may need additional features available on advanced
version of the CRM.
11. SEO
Performed SEO audits for clients. Partnered with clients to
execute regular SEO improvements. Conducted in person
SEO workshops throughout the Twin Cities.
Office 365 Workshops
Initial rollout and continuing in-person group trainings
highlighting features and benefits of Office 365. Focused
trainings on direct application of available features.
13. Through internalizing and keeping client needs, hopes,
and business goals top of mind, I am able to proactively
engage as opportunities arise.
This means staying ahead of product rollouts and changes
to alert (for good or challenge) clients to how these
changes will impact their usage and experience, and
setting up more in depth conversations as needed to
ensure client confidence in the changes. It also means
keeping my eyes and ears open to new tools, strategies,
and best practices to pass on to clients so they can better
realize the value of available technology.
This also can mean observing cyclical behaviors of my
own clients or their target audience to serve as reminders
for product and engagement updates (ie: annual updates
to professional profiles, CRM language, and website
changes to reflect current SEO trends)
New Client Welcome Campaign
Created drip campaign welcoming new clients. Campaign
served to supplement client onboarding and drive future
conversations between client & Customer Success team.
Proactive Integration
14. Customized Solutions
I work with clients to customize existing technology to
integrate into their business strategy.
Rapid Response
Able to eloquently handle all incoming requests from approx.
600 customers. Maintained 24 hour communication
response rate in addition to conducting scheduled trainings.
16. Commitment to Personal and Professional Development
I thrive on learning how and why things work, and how they can work better. I consistently demonstrate an eagerness to
learn the skills necessary to exceed my clients’ needs not only today but into the future. I look for my own opportunities to
advance my knowledge and share what I learn with others who wish to improve their own understanding. Strives to help
others answer the question: "What makes your life and work Happy, Healthy, and Vibrant?"
I often have books checked out from the library, and one more documentary on my "to watch" queue. I’d love to connect and
talk about what we both explored last week.
17. Client Review
“Maianne is a total rockstar! She is so smart
and understands the different websites and
how they work. In addition, she is actually a
problem solver, which is rare in this business.
She has helped me more that I can say and
we are just getting started! So excited to see
her every time because I always learn new
ways to improve my online presence. “
- Tom Sommers
Coldwell Banker Burnet
18. Client Review
“Maianne is an extremely reliable and
personable associate and business friend.
She is very knowledgeable and always willing
to help. Her personality lights up the room
while her communication exchange is always
business-like but friendly.
I've hired, mentored and managed 100s of
associates in my career and by comparison I
would easily rank Maianne in the top 10%.“
- Ray Quist
Re/Max Results
19. “Maianne was a student in the Design Thinking and Innovation Methods course that I taught [at Ball
State University]. Maianne is one of the most intelligent and talented individuals that I have come
across. She is curious, open minded, collaborative, entrepreneurial, strategic, generous, and
empathetic. ... Her analytical and design skills were evident in the many original contributions she
made in the course, and left a strong impression on me. She has also built a solid reputation as an
impeccable professional who is a go-getter. She is a leader who initiates things, builds teams and
executes projects with utmost care and sincerity. Most importantly, she brings a positive and
pleasant disposition to any work setting. She would be a fantastic asset to any organization in
leadership capacity and as a team player in collaborative project environments. I extend my
strongest recommendation for Maianne, and will be happy to speak to prospective employers in
more detail in support of her. “
- Mehesh Daas
University of Kansas, Dean and ACSA Distinguished Professor
20. Career
Highlights
Customer Success Specialist
Realogy Holdings Corp., Edina, MN
May 2014 - October 2017
Listing Coordinator
Realogy Holdings Corp., Edina, MN
June 2012 - May 2014
General Manager
Catherine Ward House Inn, Savannah, GA
October 2010 - January 2012
