Sharon Keating

Background

About Sharon Keating

I fell into Customer Success after setting up my own software company shortly out of college. I took a P/T job with an Aviation software company and discovered my love for helping customers achieve their business goals. Impressed with my work, I was offered a F/T position and spent the next 10 years as Project Manager and subsequently Head of Professional Services. When I wanted to expand my experience, I moved to an Irish company that provided eCommerce solutions for Aviation businesses; my skills and talents were quickly recognized, which led to several promotions and awards. During my tenure at this company, I moved to the U.S. at the request of a Tier 1 customer who wanted my leadership on-site and where I went on to spend 4 fruitful years. After Covid, I decided to explore other tech industries, joining a start-up, growing logistics company where I built a Customer Success team from scratch. I was then recruited by FLYR as the Head of Customer Success & Account Management where I focused on business outcomes, cross and upselling, and revamping the customer journey and AM/CS function to improve product adoption. Some of the accomplishments I am most proud of at FLYR include: 1. Formulated proactive methods to minimize customer churn. Reflected a double-digit percentage increase in customer satisfaction. Raised customer retention and amplified loyalty-based customer feedback loops. Curious, and with an open mind, I am motivated by understanding how a product can help customers achieve their business outcomes. As a trusted advocate for their needs, I am passionate about understanding what makes my customers tick. With empathy and stellar interpersonal communication, I am able to step into customers’ shoes and cultivate loyal and trusting relationships. My professional philosophy is to take pride in delivering exceptional customer success by providing dedicated support and bespoke solutions to help customers maximize their business outcomes. I believe in myself and in my ability to communicate through my words, actions, and follow-through, allowing people to collaborate with me with self-assurance. I look forward to applying my passion, dedication, and business acumen to my next professional endeavor. Finally, I echo Henry Ford’s sentiment, “Whether you think you can or you think you can't, you're right.”