Customer Success Consultant Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

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.

  • 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
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.
Expected in 12/2005
Bachelor of Science: Communications
Southern Illinois University - Carbondale, IL,
  • The Counselor Salesperson Training Certified
  • XO Contact Center Services Certified
  • MPLS- IP VPN Proficient Certified

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Resume Strength

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Resume Overview

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