customer success onboarding manager resume example with 7+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
I’m a curious and dynamic worker who loves to collaborate on projects. My experience is diverse which is evident in the projects that I have championed, including promoting stronger user adoption through new onboarding initiatives and redesigning internal tools based on empirical user research. Customers and coworkers love to work with me because I am empathetic and encourage engagement.
Skills
Customer Service Optimization
Program development & Training
Project Management
Collaboration
Problem Solving
Organization
Cloud Services
Education
Expected in to to Bachelor of Arts | Art HistoryUniversity of California, Berkeley, Berkeley, CAGPA:
Expected in to to Associate of Arts | Liberal Arts And General StudiesSierra College, Rocklin, CAGPA:
Certifications
AWS Cloud Practitioner
ID: R5GB55J1BERQQG96
FinOps Practitioner
Issued Nov 2019
Tools
ZenDesk & Intercom
PostMan
AWS
Trello
Amplitude
ProductBoard
Salesforce & Gainsight
Confluence & JIRA
Chrome Dev Tools
Adobe CC Suite
Microsoft Office
G Suite
Work History
05/2019 to 11/2019Customer Success Onboarding ManagerNational Beverage | Detroit, MI,
Within my first 90 days, I built a successful customer onboarding program for Cloudability’s post-sales lifecycle.
Developed and facilitated group onboarding sessions for enterprise customers
Provided support during customer implementations and applied industry best practices to ensure success
Scheduled and delivered exceptional tutorials and in-app walkthroughs of our product for large audiences varying in scope
Led client adoption through best practices for cloud financial management and optimization; demonstrating resolution of client specific business uses
Regularly worked with Cloud and DevOps teams, engineers, product owners, TAMs, C-Suite execs and finance
Designed and streamlined onboarding course materials across all customer tiers based on unique user needs
Coordinated with Sales and Strategic Account Managers for kickoff and continued customer engagement
Developed assessments and user polls to evaluate onboarding effectiveness, altering content and delivery to achieve product learning goals
Analyzed current post-sales lifecycle, identified inefficiencies in existing processes, and tracked performance following implementation of improvements
Possess a comprehensive understanding of cloud services across all major cloud vendors: AWS, Azure, and GCP
03/2016 to 05/2019Operations Advisor Rti International | Knoxville, TN,
Supported and guided customers through website and online store creation, including content management and page layout
Collected user feedback and collaborated with product, engineering and internal documentation teams to implement improvements
Managed test sites, created new training workflows, updated customer facing support documentation, and identified and tracked bugs in JIRA
Coordinated UX research projects- managed focus groups, surveys and worked with the data team to gather further user insights
Managed multiple projects simultaneously: Including building new internal tools with product and engineering teams
Continuously met and exceeded set target metrics across pace, customer satisfaction and quality assurance
Assisted various departments with change by communicating new improvement plans and expectations
Contributed to knowledge base to offer advisors and customers immediate informational access to features, policies and design assistance
03/2012 to 03/2016Lead BankerUmpqua Bank | City, STATE,
Cultivated and strengthened relationships with new and existing customers
Educated customers on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs
Performed in-store monthly audits and maintained current banking procedures to stay in compliance
Developed standard operating procedures and document workflows for current and future process steps
Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols
Managed store budget, scheduling, hiring, training, supply orders, vault cash orders, and quarterly events
Was a key advisor in the implementation of a new teller software system which was rolled out across all branches
Worked regularly with businesses and made quality referrals to Treasury Management, Umpqua Investments, Merchant Services and ACH
09/2012 to 03/2014Research Assistant John Henley Appraisals LLC | City, STATE,
Cataloged and researched markets for various documents, rare books, photographs, museum archives, and historic items
Researched and recorded origins, provenance and historical significance of archival materials
Arranged and analyzed historical information to evaluate significance and organize representations highlighting findings
Documented condition and special features to provide accurate estimations
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