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customer success manager resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Influential strategist who constructs a foundation for customer success by helping customers achieve continuous value through deep adoption of critical business solutions

Highlights
  • Proven success in SaaS and on-premise field sales and implementations 
  • Strong leadership and project management skills
  • Outstanding organizational skills 




  • Solid ability to address cross-functional and cross organizational issues independently
  • Excellent interpersonal skills 
  • Superior written and communication skills


Education
Western New England College Springfield, MA Expected in MBA : Business Government Contracting and Acquisition - GPA :
Providence College Providence, RI Expected in BS : Finance - GPA :
Experience
Paypal - Customer Success Manager
Albany, NY, 11/2015 - Current
  • Ensured the successful implementation of adoption best practices programs for 5 Fortune 100 global enterprise companies by conducting targeted workshops focused on improving end user functions and processes. The outcomes of these sessions led to optimal user adoption of the software and positive business impacts (i.e. increased sales force productivity, improved client management, compressed sales cycles, better insight to revenue forecasting, and improved lead generation and qualification)
  • Led world-leading aircraft engine manufacturer to achieve successful adoption  of Microsoft's cloud based CRM software application. Efforts included establishing key relationships with Sales and Marketing Lines of Business owners to address end user challenges and requirements.   Conducted needs analyses and usability assessments.  Journey mapped user experiences via job shadowing efforts and key stakeholder interviews pinpointing key points in the process where the CRM solution could help mitigate risk, provide deeper insight and allow sales to capitalize on wider opportunities.
  • Engaged with leading global financial institution at the C-level to help develop their organizational change management process which led to the successful global user adoption of the CRM application on time and on budget
  • Personally developed and regularly conduct Customer Success Criteria Workshops to help customers identify and track measurable KPIs and success metrics that directly align to their business and usability goals and objectives for CRM adoption. This workshop became the model to the Global Customer Success Organization as an effective means in which to identify clearly defined business outcomes with the lines of business
  • Present user adoption findings to senior executives tying to key business outcomes. Present current versus future state of application adoption and the exponential impact it can have on user productivity, increased sales, reduction in customer churn, gain in market share and improvement in customer satisfaction
  • Received FY17 Summit Award for superior dedication and focus to customer success
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Ruby Receptionists - Cloud Customer Manager
Salem, OR, 04/2015 - 09/2015
  • Trusted advisor to over 20 enterprise customers for cloud support services; 2 of which were the company's largest customers
  • Overall responsibility for customer satisfaction from deployment through renewal by ensuring onboarding readiness, product issue resolution and adoption best practice implementation
  • Developed governance models post deployment for product adoption
  • Collaborated across all business units (Engineering, Product Development, Sales, Professional Services, Support) regarding product issue resolution
  • Expertise in navigating complex business environments
Cisco Systems - Customer Experience Practice Advisor
City, STATE, 07/2004 - 04/2015
  • Established as a highly capable trusted consultant providing top and bottom line growth impact of Software as a Service and on premise applications to Fortune 100 companies using business value selling methodology.
  • Conducted formal journey mapping and business assessments with Fortune 100 companies including stakeholder interviews, financial modeling, risk alignment and outcome impact that successfully drove financial and productivity improvements in direct alignment to business strategy and goals. 
  • Expertly skilled at identifying business transformation opportunities and positioning tailored strategic solutions that are in direct alignment to business objectives and articulating such to all customer levels, including C-level audiences
  • Collaborates with ISVs, Resellers, Service Providers and Marketing on efforts to seed and expand software portfolio across the customer base
  • Drives the value of software portfolio through customer and partner education, training, demonstrations and usage recommendations
  • Actively engages with partner community on best practice sharing and success measurement tracking resulting in mitigation of customer challenges and increased product adoption
  • Possesses strong technical expertise in solution portfolio and is able to effectively translate to customer's internal and external user experiences
  • Continually exceeded double digit million dollar sales targets for 10 consecutive years. Achieved Champions Club status which represents only 1% of the entire global sales force of over 15,000 individuals.


 

Cisco Systems - Unified Communications Systems Engineer
City, STATE, 08/2000 - 06/2004
  • Provided guidance and assistance to account teams in building technical solutions to address specific customer needs and end user experiences
  • Created, performed and documented in-depth and high-level technical architectures and presentations for customers, partners and prospects.
  • Custom tailored product demonstrations to address specific customer needs pre-sales and as training guides post sales for end user awareness and adoption.
  • Extended demonstrations to the partner community as well through seminars, workshops and marketing events.
  • Directly implemented solution set in conjunction with Services to include testing, troubleshooting and reconfigurations
  • Collaborated with Product Management and Engineering in order to alleviate product issues during installation thereby minimizing customer business impact
  • Received area-wide company recognition 3 consecutive years for technical excellence and commitment to customer success
Aspect Communications - Business Applications Sales Specialist
City, STATE, 02/1997 - 07/2000
  • Identified and prioritized key business initiatives of a customer's Contact Center/Customer Care environment and translated them into technical requirements based on measured success criteria and financial metrics.
  • Provided technical consulting, upper level management presentations, product requirements and design validation while supporting account teams.
  • Troubleshot product issues during implementations by working closely with Product Development and Engineering to customer's satisfaction
  • Attained President's Club status for superior technical expertise
Siemens ROLM Communications - Telecommunications Sales Engineer
City, STATE, 11/1995 - 02/1997
  • Emphasized product features based on analyses of customers' needs.
  • Collaborated with Siemens Service on customer installations; both pre and post sales.
Siemens ROLM Company - Sales Operations Manager
City, STATE, 11/1992 - 11/1995
  • Managed Business Administration and Operations department responsible for the management of sales commissions, service maintenance contracts, accounts receivables and contract administration.
 
 
 
 
Skills
  • Prosci Change Management Methodology
  • Customer Journey Mapping
  • Leadership
  • Team Building
  • Challenger Sales Model
  • Business Value Selling ROI and TCO based Selling
  • CRM Software: Microsoft Dynamics, Salesforce.com, Seibel, Clarify, Remedy
  • Architectures: Cloud, Network
  • Database Concepts
  • HTML5 Concepts



Military Experience
United States Army Reserve - Assistant Professor, Military Science, Northeastern University; Boston College
Boston, MA 04/1998 - 08/2005
  • Instructed cadet corps on all aspects Leadership and Team Building in various military environments.
  • Developed and implemented interactive curriculum to increase student understanding of course materials.
  • Tracked efficacy of course curriculum. Partnered with Military Science faculty colleagues in the development of course improvements and modifications in accordance with military leadership mandates and objectives. 
United States Army and Army Reserve - Finance and Accounting Officer - Lieutenant Colonel
, 04/1984 - 02/1998
  • Managed Finance Staff of 110 military and civilian personnel in peace and war efforts
  • Reviewed and implemented contingency plans and standard operating procedures for finance and accounting services in war zones
  • Established executive level partnerships with Middle Eastern financial organizations to facilitate their involvement in a joint military exercise across all US armed forces
  • Supervised and managed the administration of monetary funds in support of joint military exercise internationally

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Resume Overview

School Attended

  • Western New England College
  • Providence College

Job Titles Held:

  • Customer Success Manager
  • Cloud Customer Manager
  • Customer Experience Practice Advisor
  • Unified Communications Systems Engineer
  • Business Applications Sales Specialist
  • Telecommunications Sales Engineer
  • Sales Operations Manager

Degrees

  • MBA
  • BS

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