Erin Balazic

Results Customer Success Lead and Business Analyst with over 6 years of experience optimizing and managing the customer life cycle through data-driven strategies and cross-departmental communication and leadership. Expert in managing complex exhalations, conducting root cause analysis, and implementing retention playbooks to reduce churn. Proven track record leveraging SQL, Salesforce, and Tableau to transform complex data into actionable insights and solutions for executive level decision making.

Well versed in managing large-scale portfolios, driving SLA compliance, and coaching teams to achieve first-contact resolution and implement customer centric strategies.

National Account Manager - AMAZON

(2024-04 - 2025-07)

• Acted as the primary point of contact for a high-value partner portfolio, owning the end-to-end customer journey.
• Designed and automated WBR dashboards in Excel to monitor team KPIs and backlog movement.
• Conducted deep-dive analyses of Salesforce data to identify friction points, decreasing resolution time by 20%.
• Initiated partner health check meetings using predictive metrics, maintaining a 95% partner retention rate.

New Business Verticals Team Lead - DOORDASH

(2023-07 - 2024-04)

• Directed a 17-person support team, improving First Contact Resolution (FCR) by 15% via Salesforce coaching.
• Developed standardized onboarding playbooks for pilot cohorts to facilitate rapid skill acquisition.
• Facilitated performance reviews, aligning individual growth with organizational productivity KPIs.

Enterprise Customer Success Partner - DOORDASH

(2021-07 - 2023-07)

• Spearheaded retention initiatives for enterprise merchants using SQL and Excel data analysis.
• Collaborated with Engineering/Product to resolve POS issues using JSON, Tableau, and JIRA.
• Partnered with Legal/Fraud on POA policies, recovering $55K in withheld funds for partners.

Master of Business Administration - MBA - Grand Canyon University

Master of Science - Leadership - Grand Canyon University

Bachelor of Science - Business Administration & Marketing - American Public University