Featured Member: Sonia Cross on HBCU CONNECT!

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Sonia Cross
Sr Custome Success Manager, Ricoh-USA
Location: Morganville, NJ United States
Joined: Dec 10th, 2020

About (request update)

Education (request update)

Rutgers Univ class of 1986

Undergrad Major: Sociology

Experience

I currently work with Ricoh-USA as Sr Custome Success Manager
I have years of experience working in the Information Technology industry.

Senior Customer Success Manager | Ricoh USA
From April 2021 to Current • 5 year(s)
Act as trusted advisor managing key performance metrics, preparing success plans, and achieved 98% retention for $5.6 million account base.

Senior Account Manager | Ricoh USA
From August 2018 to April 2021 • 3 year(s)
Actively managed 12 strategic account relationships, leveraged data analysis to drive customer decisions and increase revenue while focusing on retention and referrals.

Senior Executive Relationship Manager | ADP LLC
From February 2016 to January 2018 • 2 year(s)
Managed portfolio of 36 top accounts averaging $11M, generated $457K revenue increase and achieved 98% account retention for fiscal years 2016-2017.

Vice President, Client Loyalty | ADP LLC
From October 2008 to February 2016 • 8 year(s)
Executed client retention strategies for team of 27 Relationship Managers, improved client retention YOY and ensured 96% overall retention for executive managed accounts.

Client Relations Executive | ADP LLC
From May 2006 to October 2008 • 2 year(s)
Steered positive client experience and retention within assigned market segment while driving associate engagement and talent development programs.

Senior Director, Client Service | ADP LLC
From November 2004 to May 2006 • 2 year(s)
Directed overall strategy for servicing assigned market segment and implemented strategies to improve resolution of client inquiries.

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