SEARCH

Customer Success Manager Resume Example

Resume Score: 90%

Love this resume?Build Your Own Now
CUSTOMER SUCCESS MANAGER
Professional Summary
Experienced Customer Success Manager that thrives at deploying and supporting mission-critical projects with high return on investment, while interfacing with clients to ensure maximum outcome. Exhibits excellent interpersonal and organizational team collaboration skills, with effective leadership, management, and training abilities gained from diverse environment background.
Skills
  • HW & SW Asset Management
  • Account Management
  • CRM
  • Project Management
  • Technical Consulting
  • Renewal Management
  • Sales/PreSales Support
  • SaaS
  • Account Management, Improve processes
  • Air Force, Project Management
  • Application development, Proposals
  • Asset Management, Quality
  • Basic, Requirement
  • Billing, Risk management
  • Business development, Sales
  • Cisco, Sales engineering
  • Hardware, Servers
  • Consulting, Cisco switches
  • Contracts, Technical support
  • CRM, Phone
  • Client, Upgrade
  • Customer service, Video
  • Data management, Vision
  • Databases
  • Delivery
  • Direction
  • Documentation
  • Finance
  • Financial
  • Functional
  • Funds
  • Inventory
  • Leadership
  • Market research
  • Mentoring
  • Negotiation
  • Personnel training
  • Policies
  • Problem solving
  • Processes
Work History
Customer Success Manager, 08/2019 to Current
Ray Allen, Inc – Raleigh, NC
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Directed personnel training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Utilizes ServiceNow, Qlik, Salesforce and other vendor tools to support market research activities, including metrics and requirements development and risk management.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Capitalized on $630K in customer up-sell opportunities resulting in 30% increased revenues.
  • Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
  • Developed and implemented pursuit plans for all opportunities with assigned key accounts.
Team Lead, 10/2017 to 07/2019
Cisco IT, Ray Allen, Inc /Cisco – Raleigh, NC
  • Managed account health of 120 accounts including delivery of reports, MACDs, license LOA and trending KPI's.
  • Conduct quarterly reviews with internal account teams and executive level customers and partners.
  • Create and improve processes to increase productivity and program effectiveness.
  • Supervised team of 12 Asset Managers and managed combined $7.6 billion in hardware and software across 115 accounts.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.
Cisco IT Asset Manager, 10/2016 to 10/2017
Ray Allen, Inc /Cisco – Raleigh, NC
  • Establish and maintain direct relationships with Cisco Account Teams, Customers, and other Cisco or Cisco partner stakeholders.
  • Learn customers' processes relating to Installed Base data management; recommend changes to improve Installed Base data management.
  • Use Cisco tools and databases to effectively manageCisco asset information for customers.
  • Lead client calls, participate in quarterly business reviews, and conduct (potential) on-site visits.
  • Maintained close watch on financial and operational performance of different funds and made proactive adjustments to keep portfolios in conformance with plans.
  • Oversaw more than $3.4 B in total assets with consistently high returns and client satisfaction.
  • Designed and prepared technical reports, studies and related documentation.
  • Provided leadership vision, direction, development and maintenance of multiple complex and high priority contracts between company and business partners, vendors and suppliers.
  • Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
Asset Control Manager, 09/2012 to 10/2016
EMC – Durham, NC
  • Conferred and advised customers regarding best method to satisfy IT requirements.
  • Tracks and maintains all assets entering COE facility including but not limited to Cisco switches, servers, blades, blade chassis and solid state and cloud storage systems.
  • Maintains constant communication with finance to ensure accurate purchase and delivery of all assets and inventory equipment.
  • Handled transfer and return of assets (RMA, Consignment, Manufacturer Loaner and Capital Asset.).
  • Design, develop and implement processes and procedures to significantly reduce man hours and increase overall production across all business units.
  • Developed new policy and process to decommission retired hardware.
  • Served as direct point of contact for Pivotal, Data Domain and Isilon business unit to address and handle all asset and inventory needs and requirements.
Customer Service Representative, 09/2010 to 04/2012
Time Warner Cable – Morrisville, NC
  • Resolved customer video, VIOP and HSD problems within company service policies and guidelines, utilizing approved procedures and basic product information.
  • Consistently provided quality service to customers through phone concerning account maintenance and billing; carried out problem solving and modification.
  • Performed upgrade, downgrade and reconnection of video and HSD service; promptly answered billing questions, processed payments and arrangements.
Education
High School Diploma: 07/2005
Apex High School - Apex, NC
Member, Air Force Sergeant Association
Work History
Customer Success Manager, 08/2019 to Current
Ray Allen, Inc – Raleigh, NC
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Directed personnel training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Utilizes ServiceNow, Qlik, Salesforce and other vendor tools to support market research activities, including metrics and requirements development and risk management.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Capitalized on $630K in customer up-sell opportunities resulting in 30% increased revenues.
  • Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
  • Developed and implemented pursuit plans for all opportunities with assigned key accounts.
Team Lead, 10/2017 to 07/2019
Cisco IT, Ray Allen, Inc /Cisco – Raleigh, NC
  • Managed account health of 120 accounts including delivery of reports, MACDs, license LOA and trending KPI's.
  • Conduct quarterly reviews with internal account teams and executive level customers and partners.
  • Create and improve processes to increase productivity and program effectiveness.
  • Supervised team of 12 Asset Managers and managed combined $7.6 billion in hardware and software across 115 accounts.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.
Cisco IT Asset Manager, 10/2016 to 10/2017
Ray Allen, Inc /Cisco – Raleigh, NC
  • Establish and maintain direct relationships with Cisco Account Teams, Customers, and other Cisco or Cisco partner stakeholders.
  • Learn customers' processes relating to Installed Base data management; recommend changes to improve Installed Base data management.
  • Use Cisco tools and databases to effectively manage Cisco asset information for customers.
  • Lead client calls, participate in quarterly business reviews, and conduct (potential) on-site visits.
  • Maintained close watch on financial and operational performance of different funds and made proactive adjustments to keep portfolios in conformance with plans.
  • Oversaw more than $3.4 B in total assets with consistently high returns and client satisfaction.
  • Designed and prepared technical reports, studies and related documentation.
  • Provided leadership vision, direction, development and maintenance of multiple complex and high priority contracts between company and business partners, vendors and suppliers.
  • Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
Asset Control Manager, 09/2012 to 10/2016
EMC – Durham, NC
  • Conferred and advised customers regarding best method to satisfy IT requirements.
  • Tracks and maintains all assets entering COE facility including but not limited to Cisco switches, servers, blades, blade chassis and solid state and cloud storage systems.
  • Maintains constant communication with finance to ensure accurate purchase and delivery of all assets and inventory equipment.
  • Handled transfer and return of assets (RMA, Consignment, Manufacturer Loaner andCapital Asset.).
  • Design, develop and implement processes and procedures to significantly reduce man hours and increase overall production across all business units.
  • Developed new policy and process to decommission retired hardware.
  • Served as direct point of contact for Pivotal, Data Domain and Isilon business unit to address and handle all asset and inventory needs and requirements.
Customer Service Representative, 09/2010 to 04/2012
Time Warner Cable – Morrisville, NC
  • Resolved customer video, VIOP and HSD problems within company service policies and guidelines, utilizing approved procedures and basic product information.
  • Consistently provided quality service to customers through phone concerning account maintenance and billing; carried out problem solving and modification.
  • Performed upgrade, downgrade and reconnection of video and HSD service; promptly answered billing questions, processed payments and arrangements.
Skills
  • HW & SW Asset Management
  • Account Management
  • CRM
  • Project Management
  • Technical Consulting
  • Renewal Management
  • Sales/PreSales Support
  • SaaS,
  • Account Management, Air Force, application development, Asset Management, basic, billing, business development, Cisco, hardware, Consulting, contracts, CRM, client, customer service, data management, databases, delivery, direction, documentation, finance, financial, functional, funds, inventory, leadership, market research, mentoring, negotiation, personnel training, policies, problem solving, processes, improve processes, Project Management, proposals, quality, requirement, risk management, Sales, sales engineering, servers, Cisco switches, technical support, phone, upgrade, video, vision
    • Build Your Own Now

    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.

    Resume Overview

    Companies Worked For:

    • Ray Allen, Inc
    • Cisco IT, Ray Allen, Inc /Cisco
    • Ray Allen, Inc /Cisco
    • EMC
    • Time Warner Cable

    School Attended

    • Apex High School

    Job Titles Held:

    • Customer Success Manager
    • Team Lead
    • Cisco IT Asset Manager
    • Asset Control Manager
    • Customer Service Representative

    Degrees

    • High School Diploma : 07/2005

    Similar Resumes

    View All
    Customer-Success-Manager-resume-sample

    Customer Success Manager

    SPS Commerce

    Lakeville, Minnesota