ANDREW MCPHETRIDGE
DENVER
Summary
Customer Success professional with experience managing a large number of Enterprise/SMB accounts while maintaining high customer satisfaction and retention. Focused on driving sales and continuous improvement while developing positive long-term relationships with customers.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Ocado Technologies
Denver, CO
10.2024 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
Customer Success Manager
SVT Robotics
07.2023 - 08.2024
- Led customer success initiatives, while building out processes for new customer success role
- Fostered strong client relationships, aligning SVT Robotics' SOFTBOT platform with customer needs. Facilitated cross-functional teamwork to ensure seamless project delivery.
- Secured $638,755 in services revenue while in CS role
- Remote
Customer Success Manager
6 River Systems, a Shopify Company
10.2021 - 05.2023
- Single point of contact for 8 3PL accounts with total contract value of $14M
- Facilitated weekly meetings with customer C-Suite, VPs, Directors to discuss KPIs, continuous improvement opportunities, business goals, etc
- Utilized the 6RS solution to analyze customer data to validate their KPIs and identify areas of improvement for their business
- Remote
Sales Account Manager
Ehrhardt Partner Group
Fort Worth, TX
02.2021 - 08.2021
- Oversaw sales forecasting, goal setting, and product demonstrations for new Contract Management application
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Attracted 20 new accounts in 4 month through targeted prospect development
Customer Account Manager
Körber Supply Chain
Minneapolis, MN
11.2018 - 12.2020
- Managed 115 accounts by selling additional licenses, services, support, and hardware solutions
- Achieved 97% of $1,021,520 annual quota
- Recommended brand products to customers, highlighted benefits, and redirected objections to secure $990,875 in sales
Business Solutions Advisor
Körber Supply Chain
Minneapolis, MN
02.2017 - 11.2018
- Boosted brand awareness, implemented promotional campaigns, and employed sales tactics for Körber software suite
- Worked with marketing teams to create, deploy and optimize effective campaigns for Account Based clients
- Qualified both SMB & Enterprise leads in effort to maximize revenue through strategic suitability processes
Education
Bachelors - Secondary Education -
North Central University
Minneapolis, MN05-2013
Minor - Business Administration & Management - undefined
North Central University
Minneapolis, MN05-2013
Skills
Customer Relationship Management (Experienced), Customer Retention (Experienced), Problem Solving (Experienced), Communication (Experienced), Sales Forecasting (Skillful), Business Development (Experienced), Microsoft Office Suite (Experienced)
Timeline
Customer Success Manager
Ocado Technologies
10.2024 - Current
Customer Success Manager
SVT Robotics
07.2023 - 08.2024
Customer Success Manager
6 River Systems, a Shopify Company
10.2021 - 05.2023
Sales Account Manager
Ehrhardt Partner Group
02.2021 - 08.2021
Customer Account Manager
Körber Supply Chain
11.2018 - 12.2020
Business Solutions Advisor
Körber Supply Chain
02.2017 - 11.2018
Minor - Business Administration & Management - undefined
North Central University
Bachelors - Secondary Education -
North Central University