Open To Work
DANIELLE L. WILLING
Pennsburg
Summary
Customer Success and Client Experience leader with 15+ years of experience managing high-value accounts, improving customer retention, and driving cross-functional collaboration. Known for building trusted client relationships, resolving complex challenges, and enhancing the end-to-end customer journey. Strong background in process improvement, team leadership, and translating customer needs into actionable business solutions. Focused on client success, relationship management, and delivering long-term customer value.
Overview
1
1
Certificate
17
17
years of professional experience
Work History
Sr. Client Success Manager (Business Development) – Rail & Transportation
Standard Bent Glass
01.2025 - Current
- Managed relationships with key strategic accounts, serving as the primary point of contact and ensuring long-term client success, satisfaction, and retention.
- Partnered with clients to understand business needs and ensure successful outcomes through tailored solutions and ongoing support.
- Navigated complex internal processes to advance customer opportunities, acting as a liaison between stakeholders to ensure alignment and progress.
- Identified and addressed process gaps impacting customer experience, driving improvements in communication, documentation, and workflow efficiency.
- Maintained detailed CRM records and tracked customer interactions to support data-driven decision making.
- Functioned as the primary point of contact for escalations, ensuring timely resolution and maintaining strong client trust.
- Built and scaled a new Rail & Transportation client portfolio.
Inside Sales Account Manager
Custom Glass Solutions Trumbauersville, LLC
01.2020 - 01.2025
- Manage a portfolio of over forty accounts increasing sales from $5.8M (2021) to $9M in 2024. On track for the goal of $10.3M in 2025.
- Cultivated relationships and maintained communication with account contacts, driving customer retention.
- Ensure customers are satisfied with products, service, and overall experience.
- Identify and secure over fifteen new customers in 2024 through targeted customer outreach.
- Participate in contract negotiations, extensions, and other price agreements with customers.
- Collaborated with internal teams (production, scheduling, quality) to meet customer needs efficiently.
- Proactively address concerns and resolve issues.
- Trained and motivated less experienced team members, enhancing overall team capability.
- Use CRM software (Salesforce) to maintain detailed contact logs and account records (track customer performance, identify trends and opportunities).
Inside Sales & Customer Service Manager
Custom Glass Solutions Trumbauersville, LLC
01.2011 - 01.2020
- Answered customers' questions regarding products, prices, and availability.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
Team Leader, Customer Service
Custom Glass Solutions Trumbauersville, LLC
01.2010 - 01.2011
- Supervised team members to confirm compliance with set procedures and quality (ISO 90001) requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruiting new team members.
- Reviewed, implemented, and updated SOP for department.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed complete training manual for new Customer Service Representatives.
OEM Project Manager/Customer Service Rep.
Custom Glass Solutions Trumbauersville, LLC
01.2009 - 01.2010
- Developed detailed project schedule based on broad guidance and direction.
- Identified and communicated customers’ needs to supply chain, production, engineering, and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service/Scheduler/Planner
Custom Glass Solutions Trumbauersville, LLC
01.2009 - 12.2009
- Developed strong relationships with customers by addressing needs and requests promptly to foster a positive customer experience.
- Exceeded targeted results in customer retention, customer expectations, and support service.
- Ensured accurate and timely order entry.
- Assisted with administrative tasks and cross-trained in multiple departments to enhance overall operational support.
- Coordinated projects with key personnel across manufacturing, engineering, program management, production management, and QA to ensure alignment and project success.
Education
Associate degree - Business Administration
MONTGOMERY COUNTY COMMUNITY COLLEGE
Customer Service Certified -
NORTHAMPTON COMMUNITY COLLEGE
Skills
- Client Relationship Management
- Stakeholder Engagement
- Process Development & Optimization
- Performance Management & Metrics
- Cross-Functional Collaboration
- CRM & Support Tools (Salesforce)
- Multichannel Support (Phone, Email, Chat)
- Training & Onboarding
- Team Leadership & Coaching
Certification
- Customer Service Certified
- Certificate Fundraising Essentials
- Notary Public - Bucks County, PA
Timeline
Sr. Client Success Manager (Business Development) – Rail & Transportation
Standard Bent Glass
01.2025 - Current
Inside Sales Account Manager
Custom Glass Solutions Trumbauersville, LLC
01.2020 - 01.2025
Inside Sales & Customer Service Manager
Custom Glass Solutions Trumbauersville, LLC
01.2011 - 01.2020
Team Leader, Customer Service
Custom Glass Solutions Trumbauersville, LLC
01.2010 - 01.2011
OEM Project Manager/Customer Service Rep.
Custom Glass Solutions Trumbauersville, LLC
01.2009 - 01.2010
Customer Service/Scheduler/Planner
Custom Glass Solutions Trumbauersville, LLC
01.2009 - 12.2009
Associate degree - Business Administration
MONTGOMERY COUNTY COMMUNITY COLLEGE
Customer Service Certified -
NORTHAMPTON COMMUNITY COLLEGE
Professional Development
- LinkedIn Online Learning
- Sales Prospecting
- Inside Sales
- Virtual Sales Bootcamp
- Inbound Sales Fundamentals
- Creating an Environment That Fosters World-Class Service
- Customer Service That Wows
- The Customer Experience - The Disney Way
- How to Handle Conflict and Confrontation
- Management & Leadership Skills for First-Time Supervisors & Managers
- Leadership & Management for Women