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Customer Success Manager Resume Example

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CUSTOMER SUCCESS MANAGER
Professional Summary

Multi-talented Customer Success Manager and known for an excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently identified process improvements while working across a multitude of departments internally. Worked with a wide variety of customers in different fields, and often worked with Information Security and Technology teams to ensure the products were a good fit.

Skills
  • Adobe Acrobat Pro
  • Adobe InDesign
  • Business Development
  • Client Service Optimization
  • CPQ - Quote creation
  • Customer Service
  • DocuSign
  • Gainsight
  • Inter-department collaboration
  • Languages: Russian, Ukrainian and basic understanding of Spanish
  • Presentation Skills
  • Microsoft Office (Word, PowerPoint, Excel)
  • Schedule Management
  • QuickBase
  • Salesforce.com
  • ServiceNow
Work History
01/2020 to 10/2020Customer Success ManagerBrightcove | Boston, MA
  • Managed a 225-account book of business, across a number of industries, and am the main point of contact for contract renewals, product utilization, support cases and work with the account executive to identify upsell opportunities
  • Analyzed metrics to identify areas of opportunity, create performance improvements and consistently exceeded retention goals while managing 60+ renewals quarterly
  • Worked with the sales operations team on a daily basis to ensure the Salesforce CRM and Gainsight Customer Success platform data is accurate for the entire organization and interact daily with the legal, finance and product teams.
  • Created monthly Customer Success and Solutions Engineer monthly sync up to collaborate, discuss efficincies and improve workflow.
  • Provided demos of the Brightcove platform for onboarding of new customers and consulted technical engineers and product teams to provide customers with strategic guidance and potential enhancements to the products.
06/2019 to 08/2019Business Development (BD) CoordinatorWB Engineers + Consultants | Boston, MA
  • Cultivated market relationships in support of business development to gain visibility and brand recognition in the local market.
  • Worked with newly developed business development team to improve participation of engineers in upcoming events, BD meetings with clients, introductions, and support needed from the Director and/or marketing team.
  • Collaborated with marketing team to create repository of Business Development tips that were shared with 185+ engineers via Tip Tuesday emails; archived tips for use in reference library for engineers to use for future business development events.
12/2017 to 05/2019Marketing Coordinator - Advisor Marketing GroupCommonwealth Financial Network Inc | Waltham, MA
  • Provided marketing support and industry-leading service to Commonwealth's 1,900+ independent financial advisors and their staff.
  • Coordinated resources within anin-house marketing agency acting as the project manager to guarantee projects are completed on time, approved by the Compliance department, and delivered to advisors for presentation to the public, including their current and perspective clients.
  • Assisted advisors with building brand identity and spreading awareness of their businesses and capabilities through advertising, consultations on social media, e-mail campaigns, and website best practices.
  • Collaborated with Commonwealth's internal stakeholders to create, curate, and improve the Four Corner library of content used by advisors to maintain current and build prospective client base.
  • Improved internal processes using QuickBase and ServiceNow workflow management systems.
11/2016 to 12/2017Sales and Marketing AssistantWGBH Educational Foundation | Boston, MA
  • Assisted remote and on-site national sales directors with editing and customizing sales materials used to secure corporate sponsorships for a variety of national Public Broadcasting Service (PBS) and Public Radio International (PRI) programs.
  • Worked with sales, research, marketing, and client services teams to ensure marketing materials were accurate and effective.
  • Supported directors with sales proposals by utilizing relevant Nielsen data and consumer research while engaging with advertising agencies.
  • Prepared sales materials for client meetings (edited PowerPoint presentations, customized and created client marketing materials with Word, InDesign, and Excel), used television program ratings and national viewership data.
  • Coordinated bi-annual sales summits; acted as a point of contact for travel arrangements and compiled expense reports.
  • Maintained current and prospective client information in the Salesforce customer relationship management (CRM) database.
Education
05/2016Bachelor of Business Administration | MarketingUniversity of Massachusetts Amherst – Isenberg School of Management, Amherst, MA
  • Double majored in Communication
  • Graduated with 3.78 GPA, 3.48 GPA for Marketing major
University of Mannheim, Mannheim, Baden
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Resume Overview

Companies Worked For:

  • Brightcove
  • WB Engineers + Consultants
  • Commonwealth Financial Network Inc
  • WGBH Educational Foundation

School Attended

  • University of Massachusetts Amherst – Isenberg School of Management
  • University of Mannheim

Job Titles Held:

  • Customer Success Manager
  • Business Development (BD) Coordinator
  • Marketing Coordinator - Advisor Marketing Group
  • Sales and Marketing Assistant

Degrees

  • 05/2016 Bachelor of Business Administration | Marketing

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