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Customer Success Manager Resume Example

Resume Score: 70%

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CUSTOMER SUCCESS MANAGER
Summary
Client relationship manager with a passion for building communities and using technology to solve problems at scale. 5+ years experience working in maturing start-up companies to retain, educate, and empower customers.
Experience
SprinklrWashington, D.C.Customer Success Manager
Currently, I manage a $2m portfolio of Enterprise clients, helping them stay ahead of the ever-changing needs of their customers.

100% retention in 2016. Recognized as Outstanding Team Member in May 2017

Identify organization pain points, such as silo'd teams and process inefficiencies, and map them to Sprinklr solutions

Serve as liaison between the customer and technical support teams to ensure customer needs are understood and met; escalate when necessary

Lead in-person meetings with executive stakeholders, resulting in actionable Success Plans

Subject Matter Expert for a core solution, serving on a cross-departmental committee to build collateral, shape best practices, and join customer meetings that may need additional support

Mentoring two DC interns and our new hire in Chicago

CventMcLean, VASenior Associate, Customer Loyalty and Relationship Marketing02/2015 to 03/2016

Led and grew our awards-based loyalty program to over 1000 customers, doubling in size

Increased revenue by identifying new leads, upsells, & cross-sells among our Advocates

Ran social campaigns to educate and increase platform value across all stages of the customer lifecycle

Owned the rollout of the Event Planner Professional Certification

Sourced event speakers, referrals, and references, influencing bottom line new booked business

March April 2015: Worked from our India office for 2 months with the goal of improving our India-US collaboration processes and addressing key customer data issues

Customer Loyalty and Relationship Associate01/2014 to 02/2015

Wrote and executed customer cross-sell and upsell campaigns across various channels, including email, social, in-app, and web, that influenced over $6 million in new business. 

Managed programs intended to inform, engage, and delight our customers. Examples include: Industry thought leadership webinars,  "Coffee Talk" webinars ft. customer guests, and regional client meetups 

Served on a committee alongside executives that successfully put teams and processes in place to improve the customer on-boarding experience 

Successfully co-launched Cvent Advocates, a loyalty program for our most engaged customers

Generated success stories from our customer base and helped turn them into polished pieces of sales enablement 

Customer Success Consultant02/2012 to 12/2013

Assisted clients in optimizing their use of Cvent's Event Management software. Managed over 200 accounts

Offered best practices with using Cvent to boost meeting attendance and gain efficiencies

Conducted web-based and in-person trainings for corporations and associations

Gathered client requirements for product enhancements and brought them to Cvent's technology for future product releases

Trained and mentored 4 new employees

Education and Training
Bachelor of Arts:English, Creative Writing2011DePaul University, Chicago, IL

Presidential Academic Scholarship

Dean's List all four years

Worked at DePaul Writing Center and was Managing Editor of a student radio show

Proficient SoftwareOmniture, Marketo, Salesforce, Influitive, Cvent, Sprinklr, all Microsoft Suite products including Excel
Activities and Honors

East Regional Lead of Sprinklr Women's Network (D.C., NYC)

Read-a-loud volunteer at The Reading Connection

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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:

  • Sprinklr
  • Cvent

School Attended

  • DePaul University
  • Proficient Software

Job Titles Held:

  • Customer Success Manager
  • Senior Associate, Customer Loyalty and Relationship Marketing
  • Customer Loyalty and Relationship Associate
  • Customer Success Consultant

Degrees

  • Bachelor of Arts : English, Creative Writing 2011

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