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Senior Customer Success Manager Resume Example

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SENIOR CUSTOMER SUCCESS MANAGER
Summary
Results-oriented Senior Customer Success Manager who excels in revealing customer needs and delivering solutions through highly efficient communication.
Key Skills
  • Team management
  • Strategic account development
  • Strong communicator
  • Exceptional writing skills
  • Skilled multi-tasker
  • Upselling and consultative selling
  • Exceptional customer service skills
  • Strong interpersonal skills
Experience
01/2016 to Current
Senior Customer Success ManagerVibes － Chicago, IL
  • Accountable for a book of business that accounts for $X in annual recurring revenue
  • Act as the lead manager on five accounts focusing on the retail and restaurant industries
  • Manage and influence customer success associates and managers on my team
  • Oversee recurring reporting of analytics for client campaigns
  • Develop and lead Executive Business Reviews on a quarterly and annual basis for each client in my book of business
  • Routinely achieve X% of upsell goals directly influencing Vibes revenue
  • Collaborate across teams within my organization to develop new and innovative ideas for my clients to execute in market that set them apart from their competitors
  • Act as a selling resource for our sales team in order to close new business
  • Partner with Vibes' technical engineers to continually update our product to better serve our client's needs and aspirations for their mobile marketing
​
04/2014 to 01/2016
Customer Success ManagerVibes － Chicago, IL
  • Worked on a book of business that accounted for $X in annual revenue
  • Acted as the lead manager on five accounts focusing on the retail, restaurant, alcohol and salon industries
  • Managed and influenced customer success interns
  • Created and manage reporting of analytics for client campaigns
  • Lead weekly status calls with clients ensuring all projects are adhering to specific timelines 
  • Wrote the SMS content for weekly communication my clients would send to their database of customers
  • Won (AWARD NAME) for a campaign - Jim Beam
02/2012 to 04/2014
Account ManagerGroupon Inc － Chicago, IL
  • Managed the creative development and campaign planning for up to 250 small business clients.
  • Launched 12-15 campaigns weekly accounting for more than $13.9 million total account gross profit Focus on building client relationships and managing their interaction with Groupon while ensuring they receive the highest results throughout their campaign.
  • Consulted with small businesses about their marketing campaign and help build their brand.
  • Consistently produce an above 75% refeature rate and a client satisfaction score of above 90%.
  • Acted as the internal point of contact for anything client related including all operational tasks before, during, and after a campaign, while tracking and resolving issues as they arise.
  • Produced solid, professional relationships with clients to increase exclusivity by consulting with them to create a flawless execution of campaigns.
  • Worked as a liaison with our project management team to increase productivity by improving processes across the department for approximately 75 account managers.
01/2010 to 01/2011
Account ExecutiveCBS Radio － Chicago, IL
  • Individually established my own clientele by actively searching for new prospects to gain as full-time clients adding revenue for the station.
  • Developed and maintained a lasting relationship with clients by creating new ideas, and innovative ways to grow their business through advertising with radio spots, mobile applications, and through dedicated digital space through the station website.
  • Consistently met the weekly goals given in terms of client meetings, presentations, and sales.
  • Creatively designed customized programs for each client after analyzing their needs and fitting them to a product or promotion CBS had to offer.
01/2009 to 01/2010
Marketing ConsultantDEX One － Lombard, IL
  • Implemented a consultative sales approach to actively engage clients by satisfying the needs and goals for a successful advertising plan.
  • Developed advertising campaigns that provided substantial ROI by connecting clients to customers via DexKnows.com, AT&T Yellow Pages and partnerships with leading search engines to broaden online presence.
  • Created and maintained profiles for my clients on Dexknows.com based on top search terms for SEO, and using Google Adwords by relevance to their SICs.
  • Organized detailed tracking list of approximately 300 customers and prospects to analyze and plan targeted penetration of retail market.
Education
2009
Bachelor of Arts: MarketingWestern Illinois University － Macomb, IllinoisMinor: Communication
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Resume Overview

Companies Worked For:

  • Vibes
  • Groupon Inc
  • CBS Radio
  • DEX One

School Attended

  • Western Illinois University

Job Titles Held:

  • Senior Customer Success Manager
  • Customer Success Manager
  • Account Manager
  • Account Executive
  • Marketing Consultant

Degrees

  • Bachelor of Arts : Marketing

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