Montgomery Street, San Francisco, CA94105, resumesample@example.com
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
08/2019 to CurrentCustomer Success ManagerNew Relic | Jacksonville, FL,
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.
10/2017 to 07/2019Team LeadExela Technologies Inc. | Detroit, MI,
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.
10/2016 to 10/2017Cisco IT Asset ManagerCort Business Services | Marietta, GA,
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.
09/2012 to 10/2016Asset Control ManagerEMC | City, STATE,
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.
09/2010 to 04/2012Customer Service RepresentativeTime Warner Cable | City, STATE,
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
Expected in July 2005High School Diploma | Apex High School, Apex, NCGPA: Member, Air Force Sergeant Association
Work History
08/2019 to CurrentCustomer Success ManagerRay 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.
10/2017 to 07/2019Team LeadCisco 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.
10/2016 to 10/2017Cisco IT Asset ManagerRay 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.
09/2012 to 10/2016Asset Control ManagerEMC | 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.
09/2010 to 04/2012Customer Service RepresentativeTime 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.
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