Customer success manager

Customer success manager

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  515-555-1234 [email protected] LINKEDIN.COM/IN/NAME PROFILE •Proven leader of customer success, support and training • Expertise in end-to-end customer lifecycle models to deliver revenue, renewals, and expansion • Driver of strategic company initiatives focused around the customer • Experienced in diagnosing and solving complex business problems • Trusted advisor across internal departments and executives as well as customers • Successful track record of building programs and models to improve business outcomes EXPERIENCE COMPANY Sr Manager, Concierge and Client Support | Seattle, WA | DATES COMPANY Director, Customer Success | Seattle, WA | DATES • Created a global customer success organization of 12 people from the ground up • Established SLAs with support team and implemented industry standard metrics and processes; manage to ensure compliance and maintain a 98% customer satisfaction rating • Lead efforts to assess, manage and mitigate customer risk in order to increase retention and contribute to expansion • Developed a standardized feedback process for product and engineering to ensure that product features and roadmaps addressed customer needs and priorities; developed feedback process for sales on customer health • Partner with marketing to build community and create programs that enhance the customer experience, including best practices guides, nurture emails and events • Develop and manage product and best practice education programs, internal certifications, and onboarding programs for customers NAME OF COMPANY SKILLS Strategic planning Team leadership Business processes Program management Product management Go-to-market planning Training and development Customer experience Customer relations Customer retention Customer support Account management EDUCATION University of St. Thomas BA, International Business, Business Law London School of Economics and Political Science Masters of Science, Law, Anthropology
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  515-555-1234 [email protected] LINKEDIN.COM/IN/NAME EXPERIENCE(CONTINUED COMPANY Vice President, Customer Care | Minneapolis, MN | DATES • Owned all post-sales activities, including implementation, account management, customer retention and expansion • Led strategy and plans for customer success programs in alignment with company objectives • Managed customer success, training and implementation teams; hired, coached and developed talent • Defined and established processes for training, implementation services, account management, technical support and customer marketing • Advocated customer needs and use cases with product and marketing teams • Highlights: increased subscription renewals from 65% to 100% (CY2012 to CY2013); launched first-ever customer summit COMPANY Program Manager | Minneapolis, MN | NAMES • Provided work direction for 10+ project managers and team leads, including scoping, planning, deployment and support; developed and executed repeatable, successful processes for implementing new clients onto the core product • Reviewed major projects with senior leadership and executives across the company • Led the go-to-market strategy, plan and implementation of new core product; managed product development from vendors in the US, Germany and Israel; partnered with sales, product, engineering, marketing and operations to ensure a successful rollout • Created strategic proposals for clients and prospects based on their KPIs, the competition, and other market influences, which generated new business • Created and maintained marketing collateral for business lines as well as sales enablement • Managed multi-million dollar budgets and forecasting for a large program portfolio • Highlights: promoted from Project Manager to Program Manager COMPANY Interactive Producer | Minneapolis, MN | DATES • Managed projects with traditional waterfall, agile, and blended project management methodologies; • Increased agency revenue by 22% by streamlining resources and establishing new processes • Analyzed and evaluated ROI of online marketing efforts to determine what to scale