Livecareer-Resume

Customer Success Consultant Resume Example

Love this resume?

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Service-centric management professional with 15+ years of combined experience playing key roles in revenue growth, customer satisfaction, and account base growth. Collaborates with multidisciplinary teams to ensure delivery of top quality products / services - boosting loyalty and upselling. Strategic customer success specialist that effectively balances customer, employee, and company objectives.

Skills
  • Customer Success Management
  • Internal & External Relationships
  • Recruitment, Onboarding, Training
  • Best Practices Implementation
  • Analytics Reporting
  • Revenue Management
  • Client Services
  • Telecommunications
  • Customer Relationship Management (CRM)
  • Inventory Control
  • Key Performance Indicators (KPIs)
  • Escalation Management
  • Products & Services Upselling
  • Crisis Management
Experience
11/2020 to Current
Customer Success Consultant Granicus Portland, OR,

Play key role in enhancing customer experience and overall services - supporting generation of $2M+ revenues monthly (contracts valued from $500 to $200K).

  • Analyze and address customer requests, ensuring timely and quality support.
  • Quickly and effectively handle customer escalations to resolution.
  • Generate monthly success reviews and reports, managing assessment and supporting attainment of customer stakeholder goals.
  • Negotiate renewal contracts.
  • Schedule meetings with account directors, sales engineers, and customer care managers to fulfill customer needs and resolve key concerns.
  • Penetrate dormant accounts, applying strategic and tactical methods to re-establish communication.
02/2017 to 11/2020
Customer Support Manager Mdi Achieve Paddock Lake, WI,

Oversaw customer support ($3M+ reoccurring monthly rate) across various departments, facilitating cross-functional communication and collaboration to address individual needs.

  • Maintained detailed records of customer's current services, future opportunities, billing reviews, overdue accounts, in-flight orders, revenue replacements, renewals, and pending churn.
  • Identified and resolved associate, tool, and service delivery issues based on statistical reports.
  • Continuously surpassed service goals and expectations, achieving top reputation for client satisfaction and retention.
  • Minimized write-downs and losses and ensured TBR increases through quality servicing of accounts.
  • Monitored customer and account team to ensure goal attainment.
  • Retained revenues through tracking and timely service renewals.
  • Reported customer lifecycle and account wellness to management.
  • Renewed 43% of at-risk revenue in 2018 and 54% at-risk revue in 2019.
  • Coached combined CMS team on Level 3 systems and process.
  • Became team's subject matter expert on early termination liability process.
10/2012 to 02/2017
Client Services Manager II Db Schenker Kearny, NJ,

Promoted to manage $4.6M+ portfolio of 43 accounts, encompassing cultivation of productive client relationships and continuous provision of top quality services to surpass expectations.

  • Provided up-to-date, expert knowledge of product and service changes - ensuring quality recommendations and communications.
  • Investigated and addressed customer inquiries as well as resolved complaints.
  • Boosted customer retention via follow-up of critical interdepartmental escalations, resolution of customer issues / complaints, and close monitoring of orders from placement to delivery.
  • Negotiated prices, terms of sales, and service agreements for revenue replacements, renewals, and unassigned account sales.
  • Optimized operational consistency by working closely with engineering and sales groups; delivering product / sales strategy training; and coordinating efforts of talented support staff.
  • Served as customer liaison and advocate, ensuring compliance with SLAs, guidelines, and schedules.
  • Exceeded service quality goals through strategic workflow management.
  • Provided .07% YTD in credits.
  • Contributed to churn rate of .76% YTD.
10/2011 to 10/2012
Major Account Executive Openworks Greenville, SC,

Managed portfolio of 15 accounts while developing new logo opportunities.

  • Prepared and managed full lifecycle of attractive sales contracts from negotiations to quality deliverables.
  • Maintained expert product and process knowledge through weekly sales engineering training.
  • Secured new contracts through strategic prospecting and sales presentations to key decision-makers.
Education
Expected in 12/2005
Bachelor of Science: Communications
Southern Illinois University - Carbondale, IL,
GPA:
Certifications
  • The Counselor Salesperson Training Certified
  • XO Contact Center Services Certified
  • MPLS- IP VPN Proficient Certified

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

89Good

Resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job
  • Typos
  • Word Choice

Resume Overview

School Attended
  • Southern Illinois University
Job Titles Held:
  • Customer Success Consultant
  • Customer Support Manager
  • Client Services Manager II
  • Major Account Executive
Degrees
  • Bachelor of Science