client success manager resume example with 17+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Results driven professional with a proven ability of building and retaining client relationships, managing projects from concept to completion and balancing operational efficiencies. Skilled in demonstrating exceptional communication skills and making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently, exceeding customer initiatives, and developing opportunities that further establish organizational goals.
Skills
Business plans
Business processes
Competitive
Conversion
Clientele
Client
Clients
Customer support
Government
Information systems
Marketing strategies
Marketing
Market
MS Office
Enterprise
Operations management
Organizational
Policies
Presentations
Problem resolution
Quality
Selling
Sales
Six Sigma
Staffing
Strategic
Trainer
Customer retention
Experience
Client Success Manager, 03/2017 - 03/2020 Morgan Stanley – Sugar Land, TX,
Managed the on-boarding ands implementation process for program and enterprise clients.
Served as an advocate for clients, helping them to become effective users of our services and ensuring they continued to receive quality products and services, while working to meet and exceed retention goals.
Managed the client problem resolution process: took ownership of client service concerns and followed up to ensure problems were resolved promptly with the necessary actions taken to guard against reoccurrences.
Proactively monitored client accounts based on their defined success plans and provided guidance/advice based on marketing best-practices as needed.
Prepared and conducted regular success checkpoints and account reviews with key client contacts to ensure adoption of and success with SANS, provided recommendations for improvement, as well as continued re-alignment of client goals.
Conducted train the trainer sessions to instruct and train internal customers as well as external customers on changes, new systems or new procedures.
Planned, coordinated, and supervised all activities related to the design, development, and implementation of organizational information systems and software applications.
Supported the initiation process for new project requests including analysis of possible solutions, scope definition, resources, costs, and schedule planning.
Delivered contractual results and growth for clients around the forecast, metrics, specific product lines, staffing and operations, developing and implementing product and service standards.
Represented clients internally and coordinated with other functions to implement client systems, complete projects and address ongoing service needs.
Worked with operations management to analyze cause of failures and assists with the development and implementation of corrective action plans.
Acted as an on-site resource during conversion and answered questions, troubleshoots problems as they occur, supported implementation of new procedures, conducted last minute training if necessary and provided support during conversion week.
Cultivated key client relationships and developed account strategies with clients in diverse industries
in order to establish trends and opportunities to capitalize on retaining and growing the customer base.
Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction.
Awarded for promptly resolving escalations, expertise in cementing client relationships, improving operations, stimulating new business and strategically securing accounts in highly competitive sectors.
Consistently ranked among top performers, met or exceeded sales objectives that required significant new as well as retained business, achieving over 150% of sales objective.
Established strong consultative relationships with clientele to maintain growth of both new and existing product lines and trained clients on Managed Internet Service, wire line and mobility, resulting in a 35% increase in territory despite influx of competition.
Business Development Manager, 03/1999 - 04/2005 Franklin Resources – Rancho Cordova, CA,
Built lasting relationships with a broad base of clients across different markest by ensuring steadfast proactive and reactive customer support.
Trained the sales department on new computer software, product knowledge, company policies and procedures, developing sales tools and marketing strategies.
Identified and implemented improvements in business processes yielding increased sales performance and/or higher operational efficiency.
Frequently achieved and exceeded quota by creating trust, building relationships and customizing presentations, resulting in an opportunity to move into major accounts and federal government accounts.
Successfully managed a highly competitive territory, regularly established business plans and efficiently used resources which resulted in 40% increase in sales.
Developed our consistently growing pipeline of opportunities by understanding what was being offered in the market place; helped the company solidify and strengthen our competitive advantage.
Education and Training
Doctor of Business Administration: , Expected in - Leadership (DBA), Argosy University - Atlanta, GA GPA: Status -
Master of Business Administration: Management, Expected in - - , GPA: Status -
Bachelor of Arts (BA): Political Science, Expected in - University of Alabama - Tuscaloosa, AL GPA: Status -
Software, Training and Certifications
Six Sigma Green Belt, Miller-Heiman: Conceptual Selling & Strategic Selling, McLeod, ServiceNow, Sales Force & MS Office
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