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Senior Client Success Manager Resume Example

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SENIOR CLIENT SUCCESS MANAGER
Professional Summary

A seasoned Loss Prevention professional with multifaceted experience in retail and eCommerce channels. Expertise includes coaching, training, developing and executing departmental goals, and project implementation and management. Able to establish rapport with diverse groups ranging from operations leaders to executives. Excellent verbal and written communication skills. Highly motivated, organized, resourceful, strategic, and solution-oriented.

Skills
  • Coaching and Training
  • Program Management
  • Implementation Planning
  • Excellent Communication Skills
  • Relationship Management
  • Problem Solving and Resolution
  • Strategic Goal Development
  • Assessment Tools
Work History
November 2016-CurrentSenior Client Success Manager | Company Name | City, State
  • Contribute to success of key Accertify clientele by identifying and measuring execution of strategic goals and monitoring metrics and KPI's.
  • Responsible for all components of business relationship, including technical projects and support work, contract negotiations and development, and ensuring success of client goals. Renegotiated four contracts in 2020 with an average term of 45 months, securing $2.65M in Annual Recurring Revenue. Received verbal approval for a fifth renewal in 2021, securing an estimated $23M over life of the term.
  • Lead team of strategic fraud analysts who support client success through tracking action items and partnering with technical contacts, writing and validating rules, implementing machine learning model specifications, and providing insight through assessment of data.
  • Apply organizational and communication skills to coordinate projects among multiple departments, including Finance, Support, Development, Decision Sciences, and Database Administration. Create documentation in Confluence to ensure consistency in future maintenance.
  • Lead recruitment, hiring, and onboarding process of new team members. Actively participate in mentorship program at Accertify and support cross-functional development of colleagues.
May 2014-October 2016Senior Managed Risk Analyst | Company Name | City, State
  • Assisted key Visa clientele in developing global eCommerce fraud strategies. Provided consulting and management services to merchants ranging from digital verticals to traditional retail outlets. Provided chargeback management, benchmarking, and training.
  • Analyzed aggregate and detailed transaction data against company policies, procedures, and front-facing website limitations to identify gaps and make fraud profile and rule recommendations.
  • Developed and analyzed weekly and monthly reports to educate merchants on business and potential fraud trends.
  • Conducted testing on product enhancements, provided feedback to Product and Risk Analytics teams. Supported technical and marketing documentation of new products.
  • Developed training materials for Managed Risk Services group, including training on “Custom Modeling” (2014) and “Flawless Consulting” (2016).
April 2012-May 2014Loss Prevention Manager, ECommerce | Company Name | City, State
  • Managed fraud program for Pier1.com website; collaborated with other departments (IT, Customer Relations, Business Development) to limit risk and support profitability of organization.
  • Managed team of loss prevention coordinators responsible for department functions, including eCommerce fraud manual review, case development for four field Loss Prevention managers, data analysis, video surveillance, security and maintenance.
  • Strategized integration of new payment types on website, including physical/digital gift card redemption and loyalty reward certificates.
  • Reviewed application metrics and internal reporting to assess program fraud and risk. Assisted with development of reporting for POS exceptions and Secret Shopper program.
  • Conducted QA testing for integration of web components, including front-facing website, order management system (OMS) and fraud management tool. Additionally, conducted testing for new point-of-sale exception reporting and case management system.
  • Developed training materials and trained members of Loss Prevention and Customer Relations departments with goal of instilling consistency in decision-making and handling difficult customer scenarios.
April 2009-April 2012Cyber Investigations Manager | Company Name | City, State
  • Provided Loss Prevention consultation through research and participation in cross-departmental projects.
  • Conducted sophisticated and high-level internal investigations concerning fraud and ethical violations within corporate office; interviewed suspects when appropriate.
  • Supported 26 field Regional Loss Prevention Managers and three Field Loss Prevention Directors through creation of investigative reports based on sales, refund, and inventory control information. Built casework and conducted research for fraud. Worked with IT department to create, revise and repair exception-based reporting through Cognos BI.
  • Responsible for company-wide Loss Prevention training materials, including monthly newsletter, “LP Awareness” poster and other focused training strategies. Tasked with writing policy and revising corporate documents including Store Procedure Manual.
  • Provided professional training through presentations and webinars to domestic and international Loss Prevention groups and law enforcement.
  • Presented at Retail Industry Leaders Association (RILA) LP Conference (April 2012) and Merchant Risk Council (Platinum meeting Oct. 2011; nation-wide webinar March 2012).
Education
July 2016Ph.D.: Industrial And Organizational PsychologyCapella University, City, State
Master of Arts: PsychologyUniversity Of Dallas, City, State
Bachelor of Arts: PsychologyUniversity Of Dallas, City, State
Certifications

Certificate of Leadership Excellence, Harvard Business School Executive Education, 2017

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Resume Overview

School Attended

  • Capella University
  • University Of Dallas

Job Titles Held:

  • Senior Client Success Manager
  • Senior Managed Risk Analyst
  • Loss Prevention Manager, ECommerce
  • Cyber Investigations Manager

Degrees

  • Ph.D. : Industrial And Organizational Psychology
    Master of Arts : Psychology
    Bachelor of Arts : Psychology

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