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senior customer success manager resume example with 13 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Talented Customer Support Manager with expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer projects and managing support teams that span multiple locations.

Multi-skilled with knowledge as a solutions-oriented Technical Architect with competency in consulting and supporting SAP projects; that meet business needs and exceed clients' expectations. Capable of meeting deadlines and completing exceptional work in a high-pressure environment.

Skills
  • Team Leadership, Teamwork and Collaboration
  • Negotiation and Conflict Resolution
  • Decision Making
  • Process Improvement
  • Verbal and Written Communication
  • Technology Best Practices
  • Cloud Architecture
  • Roadmap Planning and Prioritization
  • Problem Resolution
  • Customer Service
  • Time Management
  • System and Network Security
  • Technical Documentation and Reporting
  • Systems Design
  • Interpersonal Relations. Friendly, Positive Attitude
Experience
Senior Customer Success Manager, 12/2019 - Current
Nice Systems Los Angeles, CA,

CUSTOMERS: Bancolombia, Ecopetrol, Claro (Colombia & Ecuador), Avianca, Waltmart, AT&T, CENIT

  • Drove customer escalations to resolution by engaging directly with clients.
  • Met with customers to discuss best practices and drive outcomes.
  • Coordinated training programs, enabling staff to support company objectives.
  • Designed processes to drive results and identify improvements.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Developed plans and strategies to grow business and achieve company portfolio goals.
  • Monitored KPIs to assess customer engagement.
  • Developed and established new relationships to drive company growth.
  • Oversaw key customer relationships to close strategic opportunities.
  • Communicated well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
  • Established relationships with clients by anticipating needs and requirements and identifying best offerings to promote positive outcomes.
  • Monitored KPIs to assess customer engagement.
  • Collaborated with cross-functional teams to establish customer success programs.
  • Collaborated with department project managers to determine and solidify project deadlines and develop overall implementation project plans.
Technical Quality Manager, 01/2014 - 11/2018
The Boston Beer Company, Inc. Walden, NY,

During this period, I participated in projects & supporting customers with different roles as: TQM, Architect, PI Consultant, and Solution Manager Champion.

CUSTOMERS: Empresas Polar, Ecopetrol, ICE, DelSur, National Insurance Board (Barbados)

  • Gathered and evaluated business requirements for diverse range of projects.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided exemplary service and support to assist customers.
  • Handled troubleshooting tasks to resolution problems and avoid disruption on business continuity on our customers.
  • Performed design, troubleshooting and integration services to maintain in-place systems.
  • Worked with clients to develop and customize technology solutions according to specific business requirements.
  • Designed, optimized and integrated business processes across disparate systems.
  • Delivered documentation and consulting services to assist clients in understanding and supporting technology and processes.
  • Supported customer implementations and confirmed success through identification and application of repeatable best practices.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Delivered exemplary customer service, prompting positive interactions.
  • Coordinated tasks with business and technology units to keep deliveries and milestones on schedule.
SAP Netweaver Consultant, 09/2008 - 12/2013
SAP City, STATE,
  • Led SAP landscape management plans and implementation of SAP upgrade and maintenance releases.
  • Detected critical deficiencies in SAP platform products and provided solutions for improvement via architectural redesigns.
  • Developed and maintained integrated architecture views and designed reference architectures for IT products.
  • Conducted and documented Root Cause Analysis of production system failures to minimize future failures and optimize operations.
  • Submitted recommendations regarding infrastructure overhauls.
  • Planned, tested and supported high-availability infrastructures.
  • Increased system security and performance with proactive changes.
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Developed and implemented standardized Disaster Recovery (DR) processes for SAP products.
  • Troubleshot server-side application issues to reduce overall downtime.
  • Updated software upon release of vendor patches to mitigate vulnerabilities.
  • Recommended strategies to maximize performance and lifespan of equipment involved in software installations.
  • Improved and corrected existing software and system applications.
  • Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
  • Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
  • Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Identified opportunities for process improvements to decrease in support calls.
Education and Training
Bachelor of Science: Computer Information Systems, Expected in 10/1996
-
Rafael Belloso Chacin University - Maracaibo,
GPA:
Status -
  • Completed SAP Certifications:

SAP Certified Development Associate – SAP Integration Suite (BTP)

SAP Certified Development Associate – SAP Extension Suite (BTP)

Innovation & Advisory Knowledge 2022 - Architecture Essentials (Cloud Training)

SAP Certified Associate Technology Architect

An Enterprise Architect’s View on SAP Business Technology Platform

SAP Integration Solution Advisory Methodology – ISA Methodology

Integration Advisor Capability of SAP Integration Suite

SAP on Hyperscalers – Strategy, Architecture and Deployment

SAP Certified Application Associate - SAP SuccessFactors Employee Central

SAP Certified Application Associate - SAP SuccessFactors Employee Central

SAP Product Knowledge 2020 - SAP SuccessFactors Platform Advanced AcademySAP Certified Technology Associate - SAP HANA, System Conversion to SAP S/4HANA

SAP Certified Technology Professional - Platform Technology with SAP NetWeaver

SAP Certified Technology Consultant OS/DB Migration for SAP Systems

SAP Certified Development Associate - Process Integration with SAP NetWeaver (Process Integration Dev)

SAP Consultant Technology Consultant SAP NetWeaver‘04s – SAP Web AS, Portal, PI (Process Integration Admin)
SAP Solution Consultant - Managing E2E Solution Operations (with Run SAP), Root Cause Analysis (E2E100)

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Resume Overview

School Attended

  • Rafael Belloso Chacin University

Job Titles Held:

  • Senior Customer Success Manager
  • Technical Quality Manager
  • SAP Netweaver Consultant

Degrees

  • Bachelor of Science

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