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senior customer success contract renewals manager resume example with 18+ 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

Results-driven Manager with superior skills working in both team-based and independent capacities. I bring a strong work ethic and excellent organizational skills, along with a proven track record of Customer Success - Customer Retention accomplishments.

Skills
  • Customer Focused - Ensure clients are receiving value from their investment.
  • Results Driven: Consistently meet if not exceed MBO objectives which I have been accountable for.
  • Customer Success - Contract Renewals, -Customer Retention: Serving small, mid-market and enterprise customers.
  • Customer Onboarding: Assist clients with product navigation and acclimation of their products, connectors and add-on modules.
  • Support and Maintenance - Subscription Renewals: Proven track record of customer retention year after year.
  • Customer Case Review and Escalation: Ensure cases submitted via a CRM DB are tended to in a timely fashion. Working with internal support staff when necessary.
  • Voice of the customer: Share customer feedback with internal departments.
  • Stellar Fiscal Management: Budget preparation and management. A fiscally responsible manager.
  • Upsell - Cross Sell: Working alongside our Business Development Team to keep our products and services at the forefront of our customers thoughts.
Experience
Senior Customer Success - Contract Renewals Manager, 01/2012 to 07/2020
RecurlyNew Orleans, LA,
  • Ensure client satisfaction for Nlyte Software's assigned client base.
  • Develop customer support processes to serve our client base.
  • Life Sciences Client Manager: Anthem, BCBS, BCBS of California, Davita Healthcare, Seattle Children's Hospital, United Healthcare.
  • Work closely with Product Marketing to develop Customer Satisfaction Survey.
  • Substantially increased customer product utilization via client meetings and proactive Customer Touches.
  • Manage annual support revenue which exceeds $6 million per annum
  • Developed Strategic Account Touch-Point Program which is used throughout our company
  • Provide assigned Nlyte clients a Trusted Advisor
  • Up-sell Nlyte products, professional and support services
  • Walgreen's Data Center Management Reports: "Walgreens Management loves working with Jessica- Walgreen's sees a total partnership with Brad."
  • Brown University Data Center Management Reports: "Thanks to the attention, support and materials provided by JessicaClaire, we are a very satisfied customer."
  • Monsanto Data Center Management Reports: "Jessicahas been instrumental in providing us the level of customer service and support we have not experienced with other service provider."
  • Suncorp Bank Australia, Data Center Management Reports: "Thank you so much for keeping in contact and for your quick replies and proactive customer support."
Director of Technical Support, 03/2004 to 12/2008
Harsco CorporationMorrisville, PA,
RenewalsManager
  • Assembled a team of Linux technical support representatives to serve our beta-customer accounts.
  • Consistently responded to customer service emails and telephone calls for optimal response.
  • Facilitated system migration plans during off-hours to avoid outages and network bottlenecks.
  • Served as level-two support escalation point for my staff and customers.
  • Worked with Hewlett Packard to develop a co-branded HP-Aduva product.
  • Developed Aduva - BMC escalation protocol, to serve our internal and external customers.
  • Coached team on maintaining composure in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Director, 06/1998 to 01/2004
Equitrac Corporation, Legal Professional MarketsCity, STATE,
  • Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
  • Explained benefits and advantages of different product and service offerings to customers.
  • Updated account information after every customer call to keep all dates correct.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Organized structure of customer service department to optimize coverage for expected demands and enhance response efficiency.
  • Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
  • Handled customer billing errors by researching issues in system and asking detailed questions.
  • Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.
  • Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth.
  • Consulted with customers regarding needs and addressed concerns.
  • Increased customer buy-in of loyalty programs and facilitated smooth signups to support revenue development objectives.
  • Mentored team of 14 customer service leaders to maximize quality in all support areas.
Education and Training
: General Studies, Expected in
Pierce College - Woodland Hills, California,
GPA:
Associate Degree in Information Technology: , Expected in
Control Data Institute - Woodland Hills, CA,
GPA:
Activities and Honors
  • Member, Small Business Association (2008 - present).
  • ISO Certified.
  • Customer Success Leadership Association.

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Resume Overview

School Attended

  • Pierce College
  • Control Data Institute

Job Titles Held:

  • Senior Customer Success - Contract Renewals Manager
  • Director of Technical Support
  • Customer Service Director

Degrees

  • Some College (No Degree)
  • Associate Degree in Information Technology

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