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
2024.10 - 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
2023.07 - 2024.08
- 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
2021.10 - 2023.05
- 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
2021.02 - 2021.08
- 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
2018.11 - 2020.12
- 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
2017.02 - 2018.11
- 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, MN2013-05
Minor - Business Administration & Management - undefined
North Central University
Minneapolis, MN2013-05
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
2024.10 - Current
Customer Success Manager
SVT Robotics
2023.07 - 2024.08
Customer Success Manager
6 River Systems, a Shopify Company
2021.10 - 2023.05
Sales Account Manager
Ehrhardt Partner Group
2021.02 - 2021.08
Customer Account Manager
Körber Supply Chain
2018.11 - 2020.12
Business Solutions Advisor
Körber Supply Chain
2017.02 - 2018.11
Minor - Business Administration & Management - undefined
North Central University
Bachelors - Secondary Education -
North Central University