Customer Success champion, driven problem solver, solution orientated customer advocate. 

I am a driven professional specializing in customer success and account management. With a proven record of delivering unique customer solutions and navigating difficult client challenges. I flourish in dynamic environments where no two challenges are the same and a high level of  critical thinking and problem solving ability is needed.  I look forward to continuing my career in customer success with with a company who has a passion for innovation and delivering unique customer solutions in a faced paced industry.

Western Michigan University

• Served as technical point of contact to key enterprise accounts totaling +$16 million in annual revenue 
• Oversaw and reported on customer support metrics, monitored support tickets, and addressed critical issues 
• Maintained a 98% positive customer satisfaction score and 100% client retention rate
• Escalated and monitored customer feature requests to product and engineering teams, serving as an advocate for the customer
• Organized client meetings in-person and virtually to address issues, report metrics, find creative solutions for their needs
• Wrote and implemented custom workflows and standard operating procedures for new and existing clients
• Onboarded new clients and conducted training on how to utilize Aurora's softwar

Technical Account Manager

• Assisted sales reps in completing solar designs for appointments. Ensured designs were accurate and compliant with local jurisdictions
• Worked as a liaison between Pink Energy’s executive team and design software partner
• Mastered skills in 3D CAD for PV solar applications and trained sales reps
• Developed system for auditing incoming solar deals for design errors, decreasing design holds by 70% in 4 months
• Saved Pink Energy $60,000 per month by optimizing design request system to reduce redundancies and errors

Design Support Administrator

• Performed live audits for incoming sold projects
• Verified site photos, contracts, lending, financing, and project designs were correct and compliant
• Oversaw 400+ solar projects from contract signing to install

Account Success Manager

Served as the face of the company, handling new leads and setting up sales appointments
• Completed on average 150 phone calls a day and set over 3,000 sales appointments during career
• Promoted to commercial sales associate. Developed business and quoted solar projects for large commercial facilities and government offices

Business Development Representative

• Managed 30+ home builder and contractor accounts valuing $500,000 annually
• Prospected new clients while maintaining relationships with current customers and addressing their needs
• Gained knowledge in window and door industry as well as building codes and building practices

Account Manager

John Grabill

English

Business Analysis

Onboarding

JIRA

Account Management

Sales

Problem Solving

Zendesk

CAD tools

Client reporting

Customer Services

Professional Phone Etiquette

Customer Support

Client Strategy

Manager Training

Salesforce CRM

Client engagement skills

Deal with Difficult People

Dedicated

Pleasant

Reliable

Thinks outside the Box

Work well under Pressure

detail-oriented

Team player, comfortable working with cross-functional stakeholders

Organized and Efficient

Excellent communication skills (listening, verbal and written).

Results driven

Observant

Leadership skills

Problem-Solving Skills

John Grabill

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