JOANNA ESSIM
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Talentech
12.2022 - Current
- 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.
- Managed senior-level personnel working in marketing and sales capacities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Chairman, Board of Directors
Kløvertunet Sameie
07.2022 - Current
- Led organization in setting goals and strategies.
- Contributed to values, goals and strategic vision of organization.
- Chaired shareholder meetings, disseminating information, and fielded questions.
- Negotiated and resolved conflicts between stakeholders.
- Oversaw restructuring of financial systems, resulting in increased profitability and operational output.
- Established and maintained strong relationships with vendors and strategic partners.
- Composed and transcribed well-written reports, emails and technical documents with minimal supervision.
- Created succession plans to provide continuity of operations during leadership transitions.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
Senior Customer Success Manager
Superb
08.2021 - 11.2022
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Sales Development Representative
Planday
01.2021 - 08.2021
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Developed and maintained positive relationships with key decision-makers and influencers.
- Won new business by articulating full value of company's capabilities to prospects.
- Developed advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs.
- Developed successful strategies for identifying and converting prospective clients to long-term customers.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Directed customer leads to connections department for further assistance.
- Crafted persuasive sales pitches to communicate value of company products and services.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Developed and maintained strong working relationships with professionals within assigned territory.
Cabin Crew Member
Norwegian Air shuttle
03.2019 - 09.2020
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Cleaned and serviced aircraft cabin, galleys and lavatories.
- Oversaw maintenance of all required equipment and sent it out for required services.
- Stocked cabin with safety guides, airsick bags and cleaning products after every flight.
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Used excellent customer service skills in addressing passengers' needs.
- Monitored cabin during flights and responded to passenger inquiries or issues.
Back office Manager & Customer support Manager
OneCall
11.2017 - 11.2018
- Organized office operations, leading daily activities and controlling correspondence.
- Received purchase orders and processed invoices for payment.
- Improved employee and client retention rates through active communication and problem-solving efforts.
- Worked with IT department to address technology issues and shortfalls.
- Analyzed trends and reported on areas of improvement or change.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Performed basic admin duties including printing, sending emails, and ordering office supplies
- Responded to customer queries in a timely and accurate way, via phone, email or chat
- Analyzed and reported product malfunctions (for example, by testing different scenarios or impersonating users)
Backstage Manager
The Oxford Fashion Studio
09.2017 - 09.2017
- Oversaw Runway Rehearsals
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
Key Account Manager
Avantas
05.2016 - 09.2016
- Built and maintained strong client relationships to drive business growth.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Increased market penetration by growing brand awareness.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Tracked sales data to assess trends and make proactive strategy changes.
- Identified profitable business leads and built pipeline of prospective customers.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Built relationships with customers and community to promote long term business growth.
- Stayed current on company offerings and industry trends.
- Negotiated prices, terms of sales and service agreements.
- Attended monthly sales meetings and quarterly sales trainings.
Senior Inside Sales Manager
Viasat
05.2015 - 09.2015
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Updated accounts and maintained long-term relationships with clients.
- Worked closely with other departments to promote products and marketing campaigns.
- Secured new accounts by strategically pursuing leads, generating over $5000 in revenue monthly.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
Sales executive & 2iC at
Hafslund strøm
02.2014 - 08.2014
- Produce new revenue by researching and analyzing potential prospects and sales options
- Responsible of second in command
- Hire and sales coach assistant.
Sales Captain
Telio
02.2012 - 01.2014
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Updated accounts and maintained long-term relationships with clients.
- Worked closely with other departments to promote products and marketing campaigns.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Directed sales support staff in administrative tasks to help sales reps close deals.
Junior inside sales representative
Goexcellent
03.2011 - 07.2011
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Set up new accounts, established customer credit and set up payment methods.
- Used CRM software to maintain detailed contact logs and account records.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Achieved or exceeded company-defined sales quotas.
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Education
Business Administration And Management
Berkeley College New York
04.2018
High School Diploma -
Nordstrand Videregående Skole
Oslo, Norway 06.2013
Skills
- Sales Management
- Customer Retention
- Revenue Growth
- Account Management
- KPI Monitoring
- Customer Relations
- Contract Development and Management
- Project Management
- Revenue Generation
- Effective Workflow Management
- Process Improvement
- Market Research
Languages
Norwegian, English
Native language
French
Intermediate
B1
Swedish
Advanced
C1
Danish
Advanced
C1
Timeline
Senior Customer Success Manager
Talentech
12.2022 - Current
Chairman, Board of Directors
Kløvertunet Sameie
07.2022 - Current
Senior Customer Success Manager
Superb
08.2021 - 11.2022
Sales Development Representative
Planday
01.2021 - 08.2021
Cabin Crew Member
Norwegian Air shuttle
03.2019 - 09.2020
Back office Manager & Customer support Manager
OneCall
11.2017 - 11.2018
Backstage Manager
The Oxford Fashion Studio
09.2017 - 09.2017
Key Account Manager
Avantas
05.2016 - 09.2016
Senior Inside Sales Manager
Viasat
05.2015 - 09.2015
Sales executive & 2iC at
Hafslund strøm
02.2014 - 08.2014
Sales Captain
Telio
02.2012 - 01.2014
Junior inside sales representative
Goexcellent
03.2011 - 07.2011
Business Administration And Management
Berkeley College New York
High School Diploma -
Nordstrand Videregående Skole
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