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    Customer Success Manager III Resume Example

    Resume Score: 80%

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    AK
    CUSTOMER SUCCESS MANAGER III
    ELEVATOR PITCH

    A customer success and project management astronaut! With the ability to discover and resolve all analytical issues for enterprise clients as well as the ability to manage complex projects for world leading companies within the Technology, Engineering, AI and Telecom industries. Now I have chosen to utilize this thrilling experience to drive effort at going above and beyond for client partners as well as understanding their goals as a company.

    Skills
    • Sales process engineering
    • Account management
    • Zendesk
    • Salesforce
    • Exceptional interpersonal communication
    • Product Delivery Expert
    • Ability to navigate CRM Systems
    • Cross-Functional Relationship Manager
    • KPI Anayltics
    • Written and Verbal Communication
    • Oracle
    • Quarterly Business Review
    • SaaS Customer Support
    • Netsuite
    • Zoho Projects
    • Hubspot
    • Adaptive team player
    • Software implementation
    • Technical analysis
    • Project oversight
    • Product deployment
    • Software data migration
    Proud Accomplishments
    • Accomplished a 87% success rate while serving as a third level contact for customer escalations. These included employee complaints, quarterly reviews, and partnership growth/opportunities between the clients and Equinix.
    • Co-Managed all facets of projects, from design development through delivery and implementation for more than 75 projects in 4 quarters.
    • Developed Sales-force tools, reports and accounting processes to track sales operation activities and all pre-post implementation adoption activities.
    • Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
    • Performed competitive analysis to make recommendations for future company growth.
    • Completed UAT testing on Global Company Systems in which we focused 100% on the feedback given by customer and their user
      experience. The result was a 57% increase of satisfaction internationally.
    • Managed a team of 4 associate managers in which we were able to successfully role out a new training module for new hires that effectively focused on new managing enterprise accounts.
    Certifications
    • Aug-2016 Six Sigma Yellow Belt Certification
    • Jun-2015 Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
    • Jul-2014 Osha 30 Hour Certification
    • Apr-2012 Osha 10 Hour Certification
    Education and Training
    Montclair State University - CityBachelor of Arts: Finance
    Montclair State University - City, StateBachelor of Arts: Social Sciences
    Experience
    Customer Success Manager III / Company Name - City, State02/2016 - Current
    • Key stakeholder of executive-level escalation team that managed strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at risk accounts.
    • Drove the goal achievement for the full engagement, relationship, and client success of all enterprise customer partnerships.
    • Negotiated tender and contract terms to meet both client and company needs.
    • Developed and wrote technical documentation for products.
    • Manage the complete quarterly business reviews focusing on the client performance and strategic improvements.
    • Attended company seminars to increase understanding and knowledge of products.
    • Provided training and product support for other members of the sales team.
    Implementation Engineer of Customer Success / Company Name - City, State06/2015 - Current
    • Customized all software implementation processes for clients.
    • Implemented procedural updates to correct deficiencies and improve operations.
    • Established all technical project requirements and maintained effective professional relationships with clients.
    • Researched and identified execution of neural networks in relation to self-healing power distribution grids.
    • Assisted external customers, including technicians, solution architects and engineers, in understanding standard policies and guidelines.
    • Developed reporting plans, practices and standards to codify operational guidelines and enhance performance.
    Senior Client Services Manager / Company Name - City, State11/2012 - 06/2015
    • Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones.
    • Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
    • Established relationships with contractors providing updates on contracts and possible re-negotiations, which resulted in a 20% increase of site builds.
    • Ensured that all future and current client needs were met by promptly scheduling clients for appointments.
    • Updated clients on consistent basis regarding projects and answered questions quickly and with knowledgeable support.
    • Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders.
    • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
    Project Performance Analyst / Company Name - City, State10/2010 - 11/2012
    • Effectively controlled the release of proprietary and confidential information for general client lists.
    • Determined and tracked budget expenses with accuracy and transparency.
    • Aided senior leadership during executive decision-making process, generating daily bond Excel reports to recommend corrective actions and improvements.
    • Generated reporting packages for areas such as business performance results.
    • Strengthened operational efficiencies and trace-ability, developing organization systems for municipal bond transactions and sales.
    • Streamlined cost analysis process by creating and implementing new, more efficient policies and procedures.
    • Reviewed blueprints, drawings and other specifications to fully understand project expectations.
    • Organized projects by delegating tasks to appropriate personnel and overseeing quality control duties.
    Organizations
    • Move For Hunger Volunteer and 5K Marathon Runner
    • Novo Nordisk Volunteer & Half Marathon Runner
    • Equinix Volunteer Book Reader
    • College Against Cancer Volunteer Staff
    • Air bnb Superhost Open Homes Volunteer
    Websites, Portfolios, Profiles
    • https://www.linkedin.com/in/altamar-s-k-68995267/
    • https://angel.co/al-knighton-the-creator
    • https://about.me/Knightonthecreator/getstarted
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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

    School Attended

    • Montclair State University

    Job Titles Held:

    • Customer Success Manager III
    • Implementation Engineer of Customer Success
    • Senior Client Services Manager
    • Project Performance Analyst

    Degrees

    • Montclair State University - City Bachelor of Arts : Finance
      Montclair State University - City, State Bachelor of Arts : Social Sciences

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