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Enterprise Customer Success Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Dedicated and strategic professional with an emphasis on client relationships and project management. I have over 10 years of experience to offer in client adoption and retention, successful project execution and business acceleration. Actively work with all levels of organizations with a focus on technical departments. Confident business professional that enjoys challenges and executing initiatives above and beyond the standard expectation.

Skills
  • Building project awareness
  • Effective communication and collaboration
  • Creating and executing technical project plans
  • Motivational Leadership
  • Cross Functional Collaboration
  • Creative Conflict Management
  • Risk Mitigation
  • Delivery of Enterprise Cloud Engagements
  • Management of technical engagements totaling over 2,000,000 ARR
  • Excellent interpersonal skills
  • Strategic relationship management
Experience
Enterprise Customer Success Manager, 07/2020 to Current
Heidrick & StrugglesTampa, FL,

Actively engage with internal and external teams in order to promote successful deployments, client adoption and retention.

Utilize strategic and technical project management to ensure that projects are delivered on time, in scope and of high quality.

Collaborate with Pre-Sales, Support, Customer Success, Product, Training and Operations to promote successful customer engagements and detailed project planning.

Risk Management; Ability to identify and mitigate risks through extensive planning, product knowledge and risk documentation.

Develops and maintains excellent customer relationships through active listening, engagement and customer empathy.

Conducts business review meetings with all levels of an organization to report on project status, change requests, adoption rate, value provided and overall health checks.

Promote customer involvement in customer advocacy programs, upcoming webinars and marketing events.

Current book of business valued at over 2 million ARR.

Project Manager , 11/2018 to 07/2020
C2ae ArchitectureCanton, NY,

Served as a trusted advisor to clients at all levels of the organization by providing valuable direction and feedback relevant to their role within a project.

Promoted positive experiences and communications with clients and internal resources to develop long lasting, valuable relationships.

Proactively managed an average of 15+ projects raning from minor enhancement requests to complete product implementations, including integrations and customizations. Project budgets ranging from 10K to over 1M.

Successfully moved clients to active production through detailed, strategic project planning, creative issue resolution, and project support.

Mitigated risk through project knowledge, project checkpoints, anticipation of issues/problematic areas and rapid resolution planning.

Maintains an organized repository of project documents that assist in the the execution of a project. Example documents: Project Charter, Project Presentations, Technical Requirements Documents, Project Plan, Risk Management Plan, Project Directory and Support Log.

Effective and timely communication that aids in customer adoption and project team alignment.

Project Manager - Lead , 06/2016 to 11/2018
Kaiser PermanenteOregon City, OR,

Coordinated meetings and decisions across multiple, cross functional departments and teams.

Collaborated with teams in 14 different locations nationwide to identify, plan and execute projects ranging from small software enhancements to dynamic projects with durations from 2-12 months.

Diverse technical experience (website development and integration, SAP, WMS, Pageflex and CRM)

Utilized effective and creative conflict management skills in order to identify and mitigate risks.

Influenced and encouraged team members through organizational change in order to produce a more effective and productive project lifecycle.

Introduced ways to accelerate the application development lifecycle without compromising the quality of deliverables.

Analyzed competing priorities, financial resource constraints and schedule considerations to determine costs and benefits of change requests.

Worked collaboratively with internal and external teams to ensure successful project outcomes.

Account Representative , 01/2012 to 05/2016
Arthur J Gallagher & Co.Elkridge, MD,

Provided an elevated customer experience to generate loyal clientele.

Served as the main liaison between customers, management and sales team.

Managed a wide variety of customer service and administrative tasks to resolve customer issues efficiently.

Managed client brand standards through color correction, image/font resolution, extensive proofing and prompt issue resolution.

Investigated and resolved customer inquiries in a timely and empathetic manner.

Built long term customer relationships and advised customers on purchases and promotions.

Managed business forecasts and budgets for client's promotional year.

Education and Training
Bachelor of Arts: Organizational Leadership, Expected in 04/2016
Brenau University - Gainesville, GA
GPA:
PMP(i): Project Management, Expected in
Project Management Institute - ,
GPA:
Certifications

PMP(i)

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Resume Strength

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Resume Overview

School Attended
  • Brenau University
  • Project Management Institute
Job Titles Held:
  • Enterprise Customer Success Manager
  • Project Manager
  • Project Manager - Lead
  • Account Representative
Degrees
  • Bachelor of Arts
  • PMP(i)