director of customer success resume example with 12+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
High energy performance-oriented Customer Success Leader with a record of developing and implementing customer retention and expansion initiatives that achieve significant results. Proven ability to identify customer needs and align company resources to provide a superior customer experience.
Skills
Industry Knowledge: Sales, Management, Leadership, Marketing, Training and Enablement, Enterprise Business Development, Technical Support
Technical Skills: Hubspot, Salesforce, Asana, Monday, Google Analytics, Google Apps, Zendesk, Intercom, Jira, Confluence, G-Suite, Shopify, Stripe,Paypal.
Soft Skills: Conflict resolution, coaching and mentoring, self education, solution selling, problem solving, process creation and implementation.
Education
University of South FloridaTampa, FL, Expected in 2015 ā āBachelor of Arts:Business Administration - GPA:
Hillsborough Community CollegeTampa, FLExpected in 2011 ā āAssociate of Arts:Business Administration - GPA:
T.R Robinson High SchoolTampa, FLExpected in 2009 ā āGeneral Diploma: - GPA:
Work History
Front App - Director of Customer Success Chicago, IL, 03/2020 - Current
Maintained churn rate below 3% and grew monthly expansions by 144%
Created CS knowledge base with sales strategies, retention, and scripts.
Built, led and measured team of 10 customer success managers.
Consistently grew businesses through SAAS and other expansions such as phone service, payments processors, etc.
Implemented processes that increased renewal rates as well as expansion revenue growth through cross-sell and up-sell opportunities.
Defined and optimized customer lifecycle by mapping out journey and enhancing experience along the way.
Provide coaching and mentorship for all Customer Success activities including onboarding, training, professional services, customer support, customer success management, renewals, and expansion.
Started as Customer Success manager, promoted 3 times in 2 years.
Implemented customer-centric approach throughout organization and served as liaison between departments on behalf of customer and my team.
Dentaquest - Director of Customer Service Doral, FL, 01/2013 - 05/2019
Maintained customer satisfaction rate of 99% M.O.M.
Effectively managed high volume of incoming customer inquiries via phone, webinar, email and CRM software such as Zendesk.
Created all training documentation, FAQ's and membership site content.
Reported directly to CEO and maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
Managed retention quotas, payments, refunds and chargebacks.
Delegated and created processes for 3 employees to maintain high volume product fulfillment
Trained and provided weekly coaching to over 600 resellers of our product.
Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
Be Found Jobs - BeFoundJobs Business Coach City, STATE, 01/2014 - 01/2019
Managed $100,000 MRR in clients
Weekly coaching calls with business owners to set targets and accountability.
Moderating and running sales webinars of 1000+ weekly attendees.
Setting up sales funnels via CRMs and landing pages Creating websites and landing pages
Created spreadsheets and trainings to streamline product fulfillment Handling high volume product fulfillment and delivery Train and provide support to train new hires on coaching system.
Attended seminars, business expos and other events to develop and support small businesses.
Maintained minimum of 50 clients recurring per month
Nationwide Record Retrieval - Customer Relations and Operations Specialist City, STATE, 01/2010 - 02/2013
Created effective processes and strategies to retrieve records within 21 days of subpoena being served.
Created and lead "VIP" team of 5 employees and exceeded records retrieved quota monthly.
Administrative duties such as: filing, scanning, faxing and copying Maintaining files in management software
Heavy outbound calling to medical facilities and law offices Supervising call department employees
Cross-trained in billing, invoicing and collections
Trained and certified in HIPAA laws and practices.
Accomplishments
Named MVP of the year at Workiz in my 9th month.
After being promoted, the company exceed revenue growth KPIs
Maintained churn rate below 3%
Training and leading teams to successfully meet and exceed set metrics
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