senior customer success contract renewals manager resume example with 18+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, 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 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
01/2012 to 07/2020Senior Customer Success - Contract Renewals ManagerRecurly | New 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."
03/2004 to 12/2008Director of Technical SupportHarsco Corporation | Morrisville, 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.
06/1998 to 01/2004Customer Service DirectorEquitrac Corporation, Legal Professional Markets | City, 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
Expected in to to | General StudiesPierce College, Woodland Hills, California, GPA:
Expected in to to Associate Degree in Information Technology | Control Data Institute, Woodland Hills, CA, GPA:
Activities and Honors
Member, Small Business Association (2008 - present).
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