Director Customer Success resume example with 11+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Results-driven marketing leader
skilled at meeting deadlines in a fast-paced environment. Excels at building and
optimizing client programs while increasing KPIs.
Skills
Strategic Account Development
Highly Collaborative
Skilled Multitasker
Email Marketing Strategy
Team Leadership, Coaching and Mentoring
Deadline Oriented
Relationship Management
Effective problem solver
Work History
Director, Customer Success, 2016 - Current Ispot.Tv, Inc. – Los Angeles, CA,
Responsible for a team of thirteen employees within the Account Management and Project Management organizations.
Manage all existing client revenue for the Americas and Australia, comprising of 200+ accounts.
Led the account team to double-digit YOY same client revenue growth in 2016.
Designed and executed strategic account planning to establish relationships with key clients at every level, from
end-user to C-level resulting in retention of key accounts during periods of transition in client organizations.
Developed
internal tools, procedures, and collateral that have increased the
effectiveness of the Client Services Department in regards to product
knowledge, account retention and the overall level of service provided.
Account Director, 06/2014 - 2016 Publicis Groupe Sa – Dallas, TX,
Managed a team of seven associates who consisted of Account Managers, Project Managers and Account Coordinators.
Responsible for overseeing a $4MM+ strategic client portfolio, growing more than 20% YOY in the following industries: Travel & Hospitality, Retail, Online Dating, B2B Services, Consumer and Business software products and Gaming.
Supported the sales team in generating strategic solutions for prospects.
Senior Account Development Manager, 09/2011 - 06/2014 American Title Inc – Coraopolis, PA,
Responsible for managing, growing and retaining a portfolio of more than 2 million dollars in strategic client accounts in the following industries: Travel & Hospitality, Retail, Online Dating, b2b services, consumer and business software products and affiliates
Grew year-over-year account portfolio by 30% on a consistent basis
Led numerous successful customer program upgrades and technical integrations.
Developed account management onboarding materials to make the experience more efficient.
Client Services Manager, 04/2009 - 08/2011 TouchCommerce – City, STATE,
Managed initial discussions with clients to craft business objectives and assess potential ROI
Successfully developed a process for implementing a new automated solution, resulting in a 70% increase in gross margin.
Acted as a liaison between Client Services and Marketing to facilitate case studies and prospect-facing deliverables
Produced analysis to advise senior management of top candidates for automated solutions based on user experience and client business objectives
Co-creator of global educational webinar series with an average 48% registration rate and a 75% conversion rate
Education
MBA: Marketing, Expected in 2010 - Pepperdine University: Graziadio School of Business Management - Malibu, CA GPA:
Bachelor of Science: Marketing, Expected in 2006 - University of California, Riverside - Riverside, CA GPA:
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Resume Overview
School Attended
Pepperdine University: Graziadio School of Business Management