Max Taner

Took care of a family member until their passing.

• Measured all analytics and Salesforce tools to illustrate success
• Worked on customization of all accounts via Salesforce buildouts
• Collaborated with Product to help them solve any customer issues
• Drove cross-selling opportunities with sales
• Worked with client on post onboarding needs
• Ensured clients were trained on use of the system
• Helped find Champions of the product via weekly cadence reporting
• Conducted regular onsite EBR/QBRs to partner with our clients
• Negotiated all contracts at time of renewal
• Managed churn of clients

• Drive adoption of Maxwells products across all business lines
• Educated clients on the efficiency of Maxwells point of sale
• Drove cross-selling opportunities with sales
• Added value to Maxwells client base by training and development
• Conducted regular EBR/QBRs with C-Level clients
• Negotiated all contracts at time of renewal
• Managed churn of clients
• Developed long term strategies to improve client satisfaction

• Managing successful negotiations of long-term contract renewals with C levels and sales affiliates

• Monitored metrics and developed actionable insights to improve efficiency and performance
• Documented, tracked and monitored customer issues to ensure timely resolutions on all open action items
• Reported weekly, monthly and yearly metrics of team directly to the VP of Customer Success
• Built long lasting relationships with out 3rd party integrated companies
• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
• Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results
• Devised and published metrics to measure organization's success in delivering world class customer service

• Established and monitored customer service standards by employing recognized and comprehensive benchmarks
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations
• Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance
• Monitored employee performance to identify areas for improvement and additional training needs