Shaneil Goss
About Shaneil Goss
Shaneil Goss serves as the Manager of Customer Success at Planful, where she has worked since 2020, following her previous role as Customer Success Manager. With a background in customer service and team leadership, she focuses on enhancing customer retention and engagement through strategic initiatives and training.
Work at Planful
Shaneil Goss has been with Planful since 2020, currently serving as the Manager of Customer Success. In this role, Shaneil leads a team of three individuals, focusing on achieving high customer retention and upsell goals. Prior to this position, Shaneil worked as a Customer Success Manager at Planful from 2018 to 2020. During this time, Shaneil aligned team OKRs with key company objectives to prioritize tasks effectively, contributing to the overall success of the customer success department.
Previous Experience
Before joining Planful, Shaneil Goss held several positions that contributed to their expertise in customer service and management. From 2015 to 2018, Shaneil worked at CustomInk as a Lead Chat Customer Service Representative. Prior to that, Shaneil served as an Assistant Branch Manager at Greater Nevada Credit Union from 2011 to 2014 in the Reno, Nevada area. These roles provided Shaneil with a solid foundation in customer service and team leadership.
Leadership and Team Development
In the role of Manager of Customer Success, Shaneil Goss has developed playbooks and dashboards aimed at improving internal processes and knowledge transfer. Shaneil also implemented customer upsell campaigns and events to enhance customer engagement. Additionally, Shaneil is involved in the interview, selection, and training process for Customer Care Specialist candidates, ensuring that the team is well-equipped to meet customer needs.
Mentorship and Training Initiatives
Shaneil Goss participates in an internal mentorship program, mentoring two individuals for personal and career growth. This involvement highlights Shaneil's commitment to developing talent within the organization. Furthermore, Shaneil has created employee training videos for internal initiatives, aimed at improving team skills and fostering a culture of continuous learning.