Corporate Customer Success Manager Resume Example Box, Inc

CORPORATE CUSTOMER SUCCESS MANAGER

Summary

Results-oriented senior customer success manager in the tech industry who specializes in quality customer success, customer support, customer retention, productivity and team management. Highly experienced in software-as-a-service customer success and dedicated to providing excellent customer service and making operational and procedural improvements. I am a strong team player with excellent communication and problem-solving skills.

Professional Highlights

Helped boost our net retention rate to over 97% at SurveyMonkey for 3 consecutive quarters through launching innovative referral campaign
My renewal rates at SurveyMonkey: 93% of goal for Q1 17' and 96% of goal for Q2 17'
Overall current churn rate of 3% at SurveyMonkey
At SurveyMonkey, I collaborated heavily with sales to help grow my existing Cisco account from $20k to a $400k multi-year expansion deal.
Conducted market research to rationalize industry and segment opportunities at TechValidate and SurveyMonkey

At TechValidate, I worked with our product team to build out our first ever customer community website to promote third party stories, which benefitted the sales and CSM team.
At TechValidate, I created a new training video program that reduced customer support calls/inquiries by 75% to improve team efficiency and increase revenue
Created and launched an official collaboration program between Enterprise BDR's and CSM's to drive our 2018 "land and expand strategy"
Managed between $6-10 million in ARR and owned 70-80 strategic enterprise accounts

Education

Bachelor of Science: Business Administration Marketing and Decision SciencesSan Jose State University San Jose, CA, USA

Grad Year: Fall 2013

Experience

Corporate Customer Success Manager01/2018 to CurrentBox, IncRedwood City, CA

Manage all post-sales activity for Box's top business and commercial customers, through strong relationship-building, product knowledge, planning and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Drive engagement, strong user adoption and churn mitigation
Ensure that a plan is in place with each customer for deployment, change management and adoption programs
Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
Track accounts to identify churn risk and work proactively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making Box a part of each customer's core architecture
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs

Senior Customer Success Manager08/2015 to 10/2017SurveyMonkey (TechValidate acquired by SurveyMonkey in Aug 2015)San Mateo, CA

I was promoted to Senior Customer Success Manager on the Solutions Team within SurveyMonkey when we were acquired in Aug 2015
Helped build out the Customer Success team from when it was only 3 people, which is now currently ramped to a team of 12 Customer Success Managers
Created and implemented the training program and on-boarding process for all new Customer Success Managers
Managed anywhere from $6-10 million in ARR and 70-80 strategic enterprise accounts
My clients consisted of several Fortune 500 companies such as IBM, Adobe, Cisco, Thermo Fisher Scientific, Becton Dickinson, Schneider Electric, Verizon, Citrix etc. to execute several successful marketing campaigns on a yearly basis
Established and maintained relationships with client executive teams (C-suite and VP level) as well as individual end users
Collaborative management of key initiatives with client contacts including ongoing execution of projects and presentation of results to client executive teams
Created various strategies for clients to optimize their social media campaign efforts and help build brand awareness
Collaborated heavily with sales team and assisted with running sales cycles and live product demos for cross-sell and up-sell opportunities within the existing client base
Acted as lead point of contact for all communications with clients including product training, quarterly executive reviews and subscription renewals
Handled renewal discussion negotiations, prepared proposals, including renewal rate calculations, and contract preparation
Managed a portfolio of client renewals ensuring on-time customer retention and high dollar over dollar renewal rates
Partner with strategic account managers to sell multi-year subscription renewals and business value of subscription
Collaboratively worked with cross-functional teams and high level stakeholders to solve real-world marketing challenges and draft project schedules and plans
Worked with sales and marketing to develop strategies that generated sales of new products and identified up-sell and cross-sell opportunities for larger deals
Developed/coordinated 4 marketing webinars with top strategic accounts such as Adobe, Citrix, Schneider Electric, Duo Security
Spearheaded the creation of blogs, webinars, email campaigns and all social media content and managed all customer engagement campaigns

Customer Success Manager05/2014 to 08/2015TechValidate SoftwareEmeryville, CA

Managed and retained SMB clients, book of 70-80 accounts
Responsible for the relationship and renewal of clients
Writer for the TechValidate blog
Third hire on the customer success team, employee #30
Write from scratch support documents for customers, to fill out customer help website
Respond to customer tickets in Zendesk and approve customer marketing content
Managed our incoming ticket queue through case management system to help resolve customer cases quickly and effectively
Define, document and maintain business processes, requirements, and policies
Act as liaison between the customer and our internal facing teams
Lead internal and customer facing meetings to prepare customers for success in production
Effectively prioritize and escalate customer issues as required
Created a new training video program that reduced customer support calls/inquiries by over 60% to improve efficiency and increase revenue

Account Executive Intern01/2014 to 05/2014Indeed.comSan Mateo, CA

Consistently recognized as a company-wide top intern performer by company executives, mid-management, and team members.
Exceeded my targeted quotas each quarter by utilizing excellent communication skills and maintaining a consistent work ethic.
Developed and maintained client relationships resulting in continued spending and new business.
Sold online advertising solutions to small, medium, and large sized employers using a consultative approach.
Utilized online and offline sources to cultivate new leads and develop a client pipeline and book of business.
Drove the full sales cycle to attain new business: prospecting, qualifying leads, cold calling, and closing deals.
Maintained recruitment applicant tracking systems to ensure information was updated and worked with many HR professionals across all verticals

Marketing Coordinator05/2012 to 01/2014UMA BroadcastingSan Jose, CA

Efficiently problem solved to organize large trade show events along with inbound/outbound marketing campaigns and direct marketing programs to generate new business leads
Teamed up with senior management to organize a large yearly multi-cultural networking event called Holiday Bazaar, hosted by KLOK 1170 and 92.3 FM KSJO
Promoted to senior account executive lead at their partner company Shor Media Group, where I marketed to multi-ethnic markets, including radio, television, web presence, and local events
Collaborated with local businesses to prospect and qualify new leads and devised media packages ($5K-$10K) for clients such as Mercury News, USF, and NA HOKU Jewelers

Customer Service Representative07/2010 to 11/2011Tween BrandsPleasanton, CA

Provided excellent customer service assistance and maintained the retail store's organization and professional images
I handled marketing and merchandising sales and had experience handling cash, checks, and credit cards
Worked with customers on a day-to-day basis while handling complaints/conflicts in a proper and professional manner on the phone and in person
Maintained our call-in line for any customer service questions

Leadership Experience

SJSU Marketing Association: Vice President of Marketing and Promotions (2009-2014)
Bay Area Leadership Center: Senior Advisory Board Member (2010-2014)
Vice President of the Indian Student Organization (ISO) (2009-2013)

Key Skills

Awards

Study Abroad Program: MBA International Human Resource Course Completion at Leuphana University in Lüneburg, Germany (Spring 2013)
Elisha N. Thayer Scholarship Award (Spring 2013)

Resume Overview

Companies Worked For:

Box, Inc
SurveyMonkey (TechValidate acquired by SurveyMonkey in Aug 2015)
TechValidate Software
Indeed.com
UMA Broadcasting
Tween Brands

School Attended

San Jose State University

Job Titles Held:

Corporate Customer Success Manager
Senior Customer Success Manager
Customer Success Manager
Account Executive Intern
Marketing Coordinator
Customer Service Representative

Degrees

Bachelor of Science : Business Administration Marketing and Decision Sciences

Corporate Customer Success Manager Resume Example

Resume Score: 70%

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