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director customer success resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Highly accomplished and results-driven Senior Executive with a strong background in data-driven decision-making and expertise in simulation, automation, and analytics. Proven track record of defining and completing new missions, collaborating with cross-functional teams to achieve common goals and drive business growth. Strong focus on utilizing metrics to gain insights and identify strategic business needs. Skilled in leading and motivating teams to deliver exceptional customer success.

Skills
  • Business transformation strategy
  • Business analytics expertise
  • Data mining, visualization, and analysis
  • Data storytelling skills
  • People management and team leadership
  • Change management skills
  • Knowledge management system design
  • OKR goal-setting and measurement
  • Professional network building
  • Strategic planning and execution
  • Executive level communication and presentation skills
  • Project management and oversight
  • Innovation and continuous improvement
  • Customer relationship management
  • Process improvement and re-engineering
  • Vendor relationship management
Experience
03/2020 to Current
Director, Customer Success Prizelogic CT, State,
  • Managed relationships with key customers and internal stakeholders to improve customer satisfaction (CSAT) and turnaround time (TAT) and initial response time (IRT)
  • Led and transformed technical support teams in the field of automation and data analytics, building and developing international customer support and data analytics teams
  • Reorganized teams to be more agile and efficient, resulting in increased return on investment (ROI) by removing inefficiencies
  • Incorporated a data and KPI-driven mindset in teams and worked with cross-functional teams to achieve common goals
  • Responsible for the Knowledgebase, managing key metrics like content freshness, content usefulness, Service Request deflection
  • Tracked and reported on performance metrics, including strategizing and delivering a knowledge content plan that increased usage by 100% and delivery by 30%
  • Manage department HR functions, including recruiting, hiring, training, and disciplining staff
  • Designed processes to drive results and identify improvements.
  • Guided and motivated staff to drive maximum performance.
  • Collaborated with cross-functional teams to establish customer success programs.
  • Drafted mission and vision statements to outline objectives and motivate employees.
  • Oversaw key customer relationships to close strategic opportunities.
  • Drove customer escalations to resolution by engaging directly with clients.
03/2014 to 03/2020
Senior Manager, Customer Success Doordash Bethel, NC,
  • Led technical teams in the support and development of simulation products
  • Collaborated with R&D to provide insights and contribute to product development
  • Managed knowledge content to ensure accuracy and effectiveness
  • Oversaw the development and delivery of high-quality training content to customers
  • Worked with partners to ensure that products met company standards and were delivered efficiently.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Delegated work to staff, setting priorities and goals.
  • Supported objectives, checkpoints and timelines, managing team members to meet project tasks and expectations.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Collaborated with cross-functional team members to build and execute development plans.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Used data and analytics to diagnose trends and link to business performance outcomes.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Monitored KPIs to assess customer engagement.
12/2010 to 03/2014
Manager, Customer Success Morningstar Inc. Stamford, CT,
  • Technical support for Simulation Lifecycle Management and Simulation Process Integration products
  • Developed Python scripts to automate various simulation processes
  • Collaborate with various stakeholders to deliver high quality Knowledge Sharing Webinars
  • Envisioned a self-help system, where related knowledge articles are displayed when a customer creates a service request, thereby reducing the amount of service request inflow
  • Involved in the migration of Knowledgebase from RightNow CRM system to Oracle PeopleSoft.
  • Compiled customer feedback for cross-functional departments to improve product or service features.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Drove customer escalations to resolution by engaging directly with clients.
10/2007 to 11/2010
Customer Support Engineer Actua Corporation Ann Arbor, MI,
  • Oncall and email support for Abaqus Simulation and Isight process integration software
  • Involved in multiple projects including customization of Abaqus/CAE, tire flow simulation, stress analysis of vehicle BIW etc.
  • Educated customers by explaining technology issues in easy-to-understand terminology.
  • Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations.
  • Developed training materials and procedures or trained users in proper use of software.
10/2008 to 02/2009
Abaqus Consultant Albany International Corporation Rochester, NH,
  • Framo Engineering develops and supplies total system solutions to the oil industry
  • Positioned as an Abaqus consultant
  • Linear and Non linear Stress Analysis of undersea pipes
  • Had very good rapport with customer and customer’s expectations were transcended.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained strong knowledge of practices associated with government agency guidelines for under sea piping and implemented expertise to boost project success.
07/2005 to 08/2007
Internship Student INA SCHÄFFLER KG City, STATE,
  • Group’s INA brand develops and manufactures Roller Bearings, Plain Bearings and Linear Systems for various industries including automotive industry
  • Design of Slip clutches using Abaqus software
04/1999 to 01/2005
Design Engineer FLENDER GMBH City, STATE,
  • Winergy, a subsidiary of Flender GmbH, manufactures Wind Turbine Gearboxes and support design carried out in Germany.
  • Design and simulation of casting components of Wind Turbine gear box
  • Member of design team of the 5 MW Wind turbine gearbox for Repower ( The then World’s Biggest Wind Turbine Gearbox)
  • Used ProEngineer, ProMechanica, Ansys and Medusa.
Education and Training
Expected in 09/2007
M.S. (Hons.): Computational Eng, Computational Mechanics
Technische Universitaet - Munich, Germany,
GPA:
Expected in 05/2007
Master of Science: Computational Engineering
Frederich Alexander Technische Universitaet - Erlangen, Germany,
GPA:
Expected in 04/1999
Bachelor of Engineering: Mechanical Engg
University of Madras - Salem, India,
GPA:
Certifications
  • Certificate in Data Science for Business, Jun 2021

HARVARD BUSINESS SCHOOL ONLINE

Data Science for Business is an online course that focuses on data-driven frameworks for decision-making and includes developing insights from visualizations, identifying data mistakes or missing components, and speaking the language of data science across themes such as forecasting, linear regressions, and machine learning.

  • Specialization in Business Analytics, Sep 2021

WHARTON BUSINESS SCHOOL ONLINE

Specialization covers Accounting Analytics, Customer Analytics, Operations Analytics, and People Analytics

  • Google Data Analytics Professional Certificate, Jun 2021

GOOGLE

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Resume Overview

School Attended

  • Technische Universitaet
  • Frederich Alexander Technische Universitaet
  • University of Madras

Job Titles Held:

  • Director, Customer Success
  • Senior Manager, Customer Success
  • Manager, Customer Success
  • Customer Support Engineer
  • Abaqus Consultant
  • Internship Student
  • Design Engineer

Degrees

  • M.S. (Hons.)
  • Master of Science
  • Bachelor of Engineering

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