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client success manager resume example with 14+ years of experience

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Jessica Claire
, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skills
  • Change Management Leadership
  • Staff Development
  • Instructional Design
  • Cross-Functional Team Building
  • Customer Advocacy
  • Leadership Mentoring
  • Process Improvement
  • Production (BPO) Training
  • Experience
  • JANUARY 2021 - PRESENT
  • Greater Nevada Credit Union | Reno, NV - Learning & Development Manager
  • Lead L&D function at a group level to support three CUSOs for the Credit Union
  • Created organizational development strategy that increased retention 20% MoM to ensure
  • 350-person staff is maintained and supported
  • Designed and implemented Communication Planning and Feedback program, formally coaching 65
  • Leaders
  • Developed and executed Leadership Onboarding program, supporting incoming Leadership at all
  • Levels to set the stage for expectations and outcomes
  • Built and maintained strong relationships with internal customers and external vendors
  • Lead a continuous evaluation of all learning solutions to ensure consistent improvement and
  • Contribution to business objectives
  • Created succession plan for my direct-reports for their growth, developing them in the areas of leader
  • Mentorship, budget management, strategic learning solutions and barrier resolution
  • Administered Paycom LMS, Survey Management, and People Management software.
  • MARCH 2019 - JANUARY 2021
  • Renown Health | Reno, NV - Organizational Development Lead
  • Onboard and mentor all levels of new leadership across the organization to enhance individual and
  • Team performance
  • Design, develop and facilitate employee and leadership workshops, skills training and team-building
  • Using blended learning approaches to support strategic objectives
  • Support organization and leaders through annual employee engagement survey process including
  • Rollout, results interpretation and work (action) planning
  • Developed and executed the High Potential program, focused on building the next generation of
  • Leaders and enhancing skills of current high-performing staff
  • Partner with key stakeholders to support development, retention and employee engagement
  • Activities across the organization
  • Utilize best practices and research to support training methodologies and measure effectiveness
  • Certified facilitator for McQuaig and Strength Deployment Inventory (SDI) Assessments
  • Utilize Kronos Workforce, Elsevier Learning Management System, Articulate 360 and Microsoft
  • Teams
  • Administrative, Art, Articulate, Budget management, C, Change Management, Coach, Coaching, Competitor analysis, Content, Credit, Clients, Client, Delivery, Product design, Functional, Instructor, Instruction, Instructional Design, Interpretation, Inventory, Kronos, Team Building, Leadership, Team-building, People Management, Product Marketing, Marketing, Market, Meetings, Mentoring, Mentor, MoM, Newsletter, Next, Organizational Development, Organizational, Presenting, Press releases, Process Improvement, Program Development, Program Management, Proposals, Reporting, Research, Scheduling, Six Sigma, Staff Development, Strategy, Strategic, Training delivery, Trainer, Trend, Website, Workshops, Author
Work History
03/2018 to 03/2019 Client Success Manager Core Scientific Inc. | Calvert City, KY,
  • Lead a cross-functional team of marketing professionals in a matrix-management structure, while maintaining accountability of the effectiveness of that team’s work to exceed client expectations Managed multiple clients to annual account plans, revenue growth & opportunities and developed strategies to achieve said plans Facilitate thoughtful and detailed scopes of work for current client projects and proposals that align with client goals Maintain client relationships and facilitate the delivery of performance reports, recommendations and briefings to ensure connectivity to the company and the results the team was achieving Define KPIs and objectives for client projects and services Ensure accurate and timely scoping, estimation, scheduling and coordination of effort for projects and service delivery to ensure client satisfaction along with balanced ROI of efforts to impact Clearly communicate project expectations and milestones to team members and clients Manage overall profit and loss for each client account to exceed company profitability goals.
08/2008 to 02/2018 Senior Learning Facilitator Cerner | Charleston, SC,
  • Provide guidance to Global Service Partners (outsourcer) to develop effective training strategies, implement new systems and drive continuous Agent performance improvements for over 5200 frontline Agents, at 25 Partner sites, in 9 countries Partner with Training Managers and Facilitation teams to identify and close organizational performance gaps Project-manage training delivery and program adherence for Instructor-led and E-learning curricula across North American region Dotted-line manager for team of 75+ flex and permanent trainers Conduct onsite Partner performance audits to gauge curriculum delivery, agent performance programs and overall site health – up to 40% of dedicated travel time Deliver coaching and mentoring to Training Managers and Facilitators; observe and calibrate feedback with Facilitators to maintain model-specific outcomes Facilitate New Hire curriculum, when needed, to demonstrate the delivery standard expected of the training staff Author new or refreshed learning modules for Instructor-led or e-learning/virtual delivery by collaborating with Subject Matter Experts to ensure accuracy of content Conduct Train-the-Trainer sessions for Partner facilitators for new or revised content Use data collected from LMS (Success Factor) to report New Hire and recursive training completion numbers to business and Partner management teams.
09/2004 to 08/2008 Market Research Analyst Crane Co. | Miami, FL,
  • Research and submit product trend feedback to Program Management teams to identify areas of opportunity for product design Led continuous SEO campaign for company website; created keyword option lists and surveys; developed strategies to market to a younger generation of auto technicians Monitored auto industry developments and reported findings via monthly presentation to Executive Staff, Program Development, and Product Marketing Attended product enhancement/development meetings to assist in data capture and reporting needs.
  • Created a monthly newsletter for staff which included recent press releases, how ALLDATA responds to common auto-related issues, market studies and competitor analysis Various administrative tasks, i.e.: maintaining team calendar, booking meetings, taking minutes, entering all vacation requests, supply ordering.
Education
Expected in AUGUST 2020 to to Core Strengths Certified Facilitator - Core Strengths (FKA Total SDI) A solution to improve relationships, build better teams and coach for performance throughout an organization. This assessment, training and platform enable you to actively shape the conversations that move businesses forward. JANUARY 2019 Lean Six Sigma White Belt - Six Sigma Fundamental comprehension of the Lean Six Sigma outline involving process improvement, variability, process performance and role clarity | , , GPA:
Expected in MAY 2015 to to | , , GPA:
Certified Mager Consortium Facilitator - Mastering the Art of Instructor-Led Training Criterion Referenced Instruction-based design model for developing and presenting performance-based instruction in the classroom. Certified to teach MILT on behalf of the Mager Consortium. Community Involvement
Expected in AUGUST 2008 to to | Marketing California State University, Sacramento, CA GPA:
not yet attained
Expected in JUNE 2007 to to B.A. | Marketing Sacramento City College, cations, Sacramento, CA GPA:
Transferred credits to CSUS to pursue
Additional Information
  • JANUARY , 2009 - PRESENT St. Baldrick’s Foundation | Reno, NV - Captain/Team Lead Over 9 seasons, our team has collectively raised over $125,000 for Children’s Cancer Research

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Resume Overview

School Attended

  • California State University
  • Sacramento City College, cations

Job Titles Held:

  • Client Success Manager
  • Senior Learning Facilitator
  • Market Research Analyst

Degrees

  • Core Strengths Certified Facilitator - Core Strengths (FKA Total SDI) A solution to improve relationships, build better teams and coach for performance throughout an organization. This assessment, training and platform enable you to actively shape the conversations that move businesses forward. JANUARY 2019 Lean Six Sigma White Belt - Six Sigma Fundamental comprehension of the Lean Six Sigma outline involving process improvement, variability, process performance and role clarity
  • B.A.

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