senior director customer success and delivery resume example with 8 years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Versatile and highly motivated Senior Director experienced in Customer Success and optimizing the end-to-end customer experience. Hands-on leadership and management background with a solid track record of success in process optimization and operational restructuring. Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success.
Skills
Demonstrated success at building high-functioning teams.
Building and scaling infrastructure
Key performance indicators
Program and project management
Policy implementation
Proven analytical and quantitative skills
Client relations and retention
Salesforce administration
JIRA administration
Renewals management and retention
Relevant Experience
01/2023 to CurrentSenior Director, Customer Success and DeliveryEcivis Inc | Tallahassee, FL,
Oversees the Customer Success and Creative Production teams.
Standardized software design product offerings and implemented improved custom design scoping and creation methodologies.
2019 to 2022Director of Customer SuccessLeidos Holdings Inc. | Melbourne, FL,
Originated and led the Customer Success team to exceed annual goals of one-time shipment revenue and customer subscription activation.
Established KPIs and regularly presented insights and trends to executives and board members.
Standardized processes for operational teams and created SOPs for the CSM team.
Created a digital onboarding experience to automate customer onboarding and improve sale-to-launch times.
Managed subscription renewals and built custom operational systems that provided the groundwork to grow recurring revenue from 700k to 3 million annually in 3 years.
Built and implemented a custom subscription invoicing system in Salesforce and CPQ.
Singlehandedly combined 3 disparate databases into one CRM (Salesforce) and created comprehensive reports and dashboards for all teams including but not limited to revenue projections and tracking, subscription renewals, inventory needs, project/order tracking, post-shipment errors, and support cases.
Successfully implemented CPQ (Salesforce quoting tool) for improved sales, order management, and inventory tracking capabilities.
Spearheaded multiple integrations to optimize processes in Salesforce including Conga products, Avatax, JIRA, as well as a proprietary customer portal.
Collaborated with GTM team to guide the operationalizing of new product offerings and created operational guides for internal reference.
Maintained reseller and partner relationships and was the primary point of contact for contract and billing inquiries.
Created and implemented all client-facing documentation and training materials to help simplify and improve the client onboarding experience.
Acted as a mentor for customer success team members and implemented project management training programs to aid their professional growth and development.
12/2016 to 12/2017Configuration ManagerEmpyrean Benefit Solutions | Remote, AK,
Planned and executed new feature implementations. This included requirement gathering from internal and external resources, prioritization, build, and quality assurance of new program functionality in the Salesforce app.
Collaborated with the development team to configure new software releases and resolve issues.
Improved QA efficiency by creating and establishing change management documentation for all configuration releases.
Implemented standardized creation of “how-to” videos and help center articles for new system features to assist with user adoption rates.
Identified opportunities for process improvement to decrease support calls.
Wrote user manuals and other documentation for roll-out in customer training sessions.
2016 to 2017Director of GoLive and Quality ControlRevGuard | City, STATE,
Managed a cross-functional team of implementation and quality assurance professionals.
Implemented improved processes and task management systems that resulted in a marked increase in team performance.
Initiated processes to create internal technical documentation using Confluence/JIRA to help support development as well as QA and QC while also improving organizational training practices.
Acted as platform subject matter expert for existing customer issues and new client onboardings.
Worked with Customer Success team to support and launch new features, program updates, and addition of A/B and multivariate split tests.
Responsible for all aspects of the onboarding process, including fact-finding, software setup build-out, telecommunications routing, QC of program end-to-end, and launch on each client setup.
2013 to 2016Implementation ManagerRevGuard | City, STATE,
Worked closely with the development team and product managers, acting as the voice of the customer to provide feedback on UI functionality improvements and develop internal tools to streamline launch processes.
Responsible for troubleshooting any configuration, API, or database issues for Quality Control and Customer Success teams.
Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.
Education and Training
Expected in 08/2012 to to B.A. | English LiteratureUniversity of Colorado, Boulder, CO, GPA:
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