customer success manager scale resume example with 5+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Highly motivated, sociable and adaptable Customer Success Manager with over 5 years experience in healthcare, technology and software industries. Focused on being "voice of the customer," effectively onboarding new clients and building excellent productive client relationships, working to identify their needs, drive adoption and expansion, quickly resolve issues and assure customer business needs are met for the duration of the customer lifecycle.
Skills
Key Stakeholder Relationship Building
Evaluate & Improve Implementation Methodologies
Relational Intelligence
Customer Retention Strategies
Project Management
Effective Communication
Critical Thinking Skills
Customer Centric
Work History
08/2021 to CurrentCustomer Success Manager, ScaleSprout Social | Atlanta, GA,
Serve as the primary point of contact for the customer during their critical first months deploying Qlik to their users
Maintain and nurture at minimum 50-75 customer accounts with over $15 million ARR and manage a rotating portfolio of new clients to ensure a successful implementation and adoption
Provide or schedule activation and/or product training, conduct customer check ins, identifying opportunities to expand relationships, and maintain an elevated level of influence over the customer lifecycle through and post renewal
Drive adoption and retention of core solutions by providing post-sales guidance and initiatives directly to customers
Maintain up to date knowledge of product offerings, SaaS (Software as a Service), CRM tools, Totango, Microsoft Outlook, Marketing Automation, Webinars and other available resources to assist accounts
Assist with the set up and configuration of Qlik’s software to ensure it is a perfect fit for each customer facing team at the customer
Identify sales opportunities by assessing environment and devising and implementing winning strategy
Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
Drive adoption and expansion of Qlik products by helping customer facing teams to highlight feature opportunities, winning use cases, and relevant strategies
Partner closely with Customer Success teams to identify customers at risk and bring the right people to drive success
02/2020 to 08/2021System & Client Support SpecialistZeta Interactive | East Lansing, MI,
Intake, research, and resolve written and verbal client issues and provide follow-up to clients and management
Prioritize work related tasks and excel as a valuable member of a quick response customer support team
Onboard new clients and act as main point of contact; set clients up for success by providing proactive strategic advice, guidance, & best practices to ensure clients are achieving their initial business goals and showcasing the value of Ad-ID
Explain technical concepts and communicate effectively to system users with diverse technical backgrounds and skills
Ensure key performance metrics, including CSAT, response times, survey administration, and customer satisfaction measures are defined and achieved
Identify improvement opportunities in customer experience and drive changes essential to improve client satisfaction levels and the overall client experience
Expertise in system functionality to troubleshoot system performance, permissions, and application errors
Provide system demonstrations and training for new and existing clients
Adapt proactively to rapidly changing priorities, requirement parameters and timelines
Document system issues and communicate customer feedback to management and technical teams
Build and maintain existing knowledge of industry best practices and technologies
07/2019 to 11/2019Sales Development RepresentativeBoston Private Financial Holdings | Los Angeles, CA,
Provided organizational support for sales development and client services within the healthcare field
Performed outreach, reporting and data analysis functions utilizing computer technologies
Analyzed sales/metrics data from the designated territory to help evolve sales strategy
Communicated effectively with stakeholders at all organization levels
Utilized Zoom, WebEx and Skype for business communication tools daily
Operated advanced functions of CRM platforms
08/2016 to 07/2019Executive AssistantEpstein Chiropractic | City, STATE,
Delivered strong organizational and administrative support including coordination, scheduling, research, and billing services to ensure best practices and exceptional customer service
Led projects between business and various client teams
Assisted with administration of human resources and facilitated on-boarding of new employees
Assisted in processing of insurance claims and payments utilizing computer technologies and tracking systems
Responded to requests from patients and provided timely follow-up as needed
Performed liaison functions with service providers, vendors, and other entities
Education
Expected in 05/2018 to to Bachelor of Arts | Cognitive Science and PsychologyRutgers University, New Brunswick, NJ, GPA:
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