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Client Services Manager Resume Example

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CLIENT SERVICES MANAGER
Summary
Versatile Client Services Manager trained in software technology who thrives in dynamic, challenging and fast-paced professional environments. An assertive and enthusiastic professional, with extensive knowledge of product management and an unsurpassed worth ethic.
Accomplishments
  • Boosted customer satisfaction ratings by 50% in under 12 months by developing standardized training program and 24/7 client service department based in Austin, Texas.
  • Managed and coordinated the entire relocation of internal department from Norway to US in less than 1 year with significant profit increase.
  • Designed and maintained an educational program for an entire product line facilitated by global trainers to over 50,000 end users. 
Highlights
  • Organized
  • Strong analytical skills
  • Extensive Project Management Experience
  • Advanced Troubleshooting and problem solving
  • Excellent communication skills with international focus
  • Relationship building
  • Systems implementation
  • Budgeting and forecasting
  • Unsurpassed work ethic
  • Extensive knowledge of training methods
  • Technical writing
  • Cross-training specialist
  • Software product development
  • Strong collaborative skills
  • 7 years of technical software training
  • Client account management
  • Global and strategic sourcing 
  • Expertise in many software products, including Adobe and Microsoft lines
Experience
Client Services Manager01/2014 to 03/2016Xait, IncAustin, Texas

Over the 5 years with Xait, my position transitioned from Product Specialist/Technical Trainer to Client Services Manager globally for the company.

The primary change in position was to facilitate the international relocation of an entire Client Service division from Stavanger, Norway to Austin, Texas.

In 2014, the Board of Directors asked me to assist with rollout of new funding and investment for the US branch, this resulted in 4x more staff within one year and 150% increase in profits in 2014. In every way, the US office, while established was in essence a start-up. Once proved successful, Xait invested more funding and grew US office again by 2x in 2015. 

In addition, my work took over all ownership of the Xait Academy program. This program creates, facilitates and certifies all product training from internal and external standards. Utilizing the latest educational and instructional design techniques we built a system designed to allow for multiple types of learners and approaches for success with our customer base internally.

The changes implemented allowed Fortune 100 and 500 companies to save considerably with Xait's implementation in comparison to competitors and previous methods.

Below are some highlights of my position:

  • Developed training program for specific, assigned job tasks, including training certifications of Key Account Managers, Client Service Support Specialists and Xait Customers.
  • Trained all US account executives on marketing, sales and products.
  • Led learning enhancement classes focused on improving academic and people skills needed for success with product implementations.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Recruited, managed and mentored an average of 10 new customer service representatives / trainers internationally per year.
  • Owned Client Service and Academy teams productivity metrics.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Provided a high level of product and leadership support to representatives and clients.
  • Member of Product Development Committee and Operational Management team globally for Xait.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Effectively managed departmental expenses to stay within allocated budget.
Product Specialist / Key Account Manager04/2011 to 01/2014Xait, IncAustin, Texas
  • Worked as lead technical account manager on 30+ accounts.
  • Continuous involvement with customers to align the product design, implementation and ongoing market demands.
  • Essential job responsibility to train and implement new customers, while driving the educational material and development of XaitPorter software.
  • Act as an industry thought leader for documentation principles and best practices.
  • Assisted customers in procedural development for proposal and tender department workflow utilizing XaitPorter as a backbone system.
  • Developed all standardized training materials and continued to serve as a stakeholder in future development paths.
  • Utilizing basic project management techniques developed a standard implementation process for customers to ensure efficient and effective on-boarding with customers internationally.
  • Served as the training schedule coordinator for Client Services, globally.
  • Work as a consultant to O&G customer base globally with industry specific document needs.
  • Utilized federal bidding expertise to consult with several federal subcontractors on the successful use of XaitPorter in their process.
  • Collaborated with marketing and web-design team to ensure all product information was correct and accessible for new and current customers.
  • Documented technical release requirements.
  • Distributed release notifications to software customer base.
  • Designed quick start materials and product guide sheets for standardized customer experience.
  • Quality assurance stakeholder for new releases and patches; respectively tested new functionality with Norwegian client service division for final acceptance.
  • Senior technical support member for US Support group.
  • Assisted all US sales activities for future new customers by delivering technical demonstrations, proof of concepts and training workshops.
Sales Project Manager10/2009 to 10/2010Genesis TodayAustin, Texas
  • In a high paced environment, running a marathon was a daily task with Genesis Today. As a top leading natural food supplement manufacturer the edge was product development.
  • Provided high-level project management for Food Drug Mass division of a medium-size natural food manufacturer.
  • Primary report was to CEO/Owner and President of Food Drug Mass.
  • Managed 36 projects over the course of a year.
  • Projects were complete to shelf execution by FDM Division an average of every 83 days.
  • Time management and scheduling were intensely accurate to promote most cost benefit to fast growth within mass markets.
  • Maintained on-budget results for all new product developments to shelf execution. 
  • Managed a team of 15 employees and oversaw all logistics within divisions of company R&D, Operations, Sales, Marketing, and Customer Service).
  • Primarily supported the growth of FDM business by managing 42 outside brokers nationwide.
  • Chaired and coordinated all daily/weekly/monthly project meetings with all main divisions in Genesis Today.
  • Recruited, hired, trained multiple key personnel for FDM business unit.
  • Oversaw completion of full website redesign and rollout, including multiple programmers and language changes, with 175 pages of redesign.
  • Managed the guerrilla marketing teams in the Austin market with Marketing PM.
  • Coordinated and attended all major FDM tradeshows (NCADS - San Deigo, HEB Statewide Good Health Living & Family Expos, and Dallas Cowboys Training Camp Expo, among some others).
  • Coordinated all demo activity for FDM Division across 35 National Retail Outlets.
  • Handled all item and vendor setups for all national and regional retailers for new product development.
  • Coordinated between Operations and Sales to ensure excellent execution of all primary orders with new customers (to shelf component).
  • Compiled weekly KPIs for sales, product development and marketing reports to CEO and President.
Junior Project Manager09/2007 to 10/2009Emerson Process Management PSSAustin, TX
  • Utilizing both waterfall and SCRUM techniques, provided junior-level project management assistance to Emerson Technology Project Management team and several Technology Managers within Hardware and Software Test Groups.
  • Maintained the electronic library system used for testing groups (housing over 1000 test plans).
  • Completed the migration and training of our marketing direction statement requirements to MKS Database.
  • Managed MKS Database for System Requirements and Direction Statements used in releases.
  • Developed and administered technical training on MKS for Technology division, including all overseas offices.
  • Facilitated status meetings weekly with all Domain Managers on behalf of Sr. Project Managers for various releases to maintain project progress reports.
  • Maintained all project time plans for technology department to comply with PM process.
  • Administrated SharePoint for all Projects in Technology for Emerson PM.
  • Monitored weekly project hours for technology division, and reported any missing information to appropriate technology managers.
  • Executeda smooth transition of proprietary information between two servers to upgrade Review Database.
  • Performed internal mock ISO audits to ensure our compliance during the annual ISO audit.
  • Acting as librarian, would ensure the consistency and documentation of proper procedures for engineers working within test plans by auditing work.
  • Collaborated with HR to recruit, interview and hire new interns for Technology.
Skills
Accountability, Organization, Analytical Thinking, Technology, Advanced administrative software knowledge (including Adobe, Microsoft, Google Apps, Wufoo, Trello, Redbooth, Jira, Zendesk, and SalesForce), Team driven, Dedicated to group mentality, Natural leader, Educator, Collaborator, Enthusiastic People Person, Excellent communication skills (both written and oral), Public Speaker, International Business experience, Expat Experience, Proposal & Bid process expertise, O&G market expertise, and Quality Management
Education
No degree - 3 years: CommunicationsSalem College for Women
High School DiplomaKingwood High School
Certifications
Microsoft - MS Project Advanced and Basic 2012
ASTD - eLearning 2014 
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Resume Overview

Companies Worked For:

  • Xait, Inc
  • Genesis Today
  • Emerson Process Management PSS

School Attended

  • Salem College for Women
  • Kingwood High School

Job Titles Held:

  • Client Services Manager
  • Product Specialist / Key Account Manager
  • Sales Project Manager
  • Junior Project Manager

Degrees

  • No degree - 3 years : Communications
    High School Diploma

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