Senior Vice President Customer Success Resume Example
SaaS Customer Success & Sales leader with over 12 years of experience. Extensive background includes Customer Success & Sales P&L responsibility, management of all post-sale customer activities, and customer relationship building. Very passionate about growing and retaining customers while building repeatable, effective and efficient delivery organizations.
Currently serving as Senior Vice President, Customer Success at Marin Software, leading all post-sale activities (account management (renewals and expansion), implementation, customer training and Marketing, support, professional services and analytics) for a public company with approximately $100M in annual revenues. Primary focus on reduced revenue churn while the company attained highest historical revenue growth from existing customers, and maintained a gross margin of the business improved by ~ 15%.
In my current role, I am responsible for a 180+ person global customer service organization, with a focus on mentoring Customer Success, Professional Services, and Support Services teams focused on onboarding, adoption and utilization of Marin's SaaS based products for digital marketing.
I provide leadership and vision for the Client Services organization including customer and employee training, customer on-boarding, customer adoption, service automation, Professional Services, Customer Support, Account Management, Onboarding, renewals & expansion, Analytics, community self-service support and customer retention.
I lead a high performance team of customer success and technical services professionals, delivering a best in class customer experience that delivers immediate ROI to both small business and global enterprise customers.
I am responsible for the design, development and implementation of Marin's support vision globally, customer on boarding and adoption, account management, customer advocacy and retention programs.
- Responsible for leading all pre-sales activities Globally for Managers and Product Consultants (Sales Engineering).
- Management of all pre-sales customer activities, and customer relationship building.
- Global head of pre-sales product and technology at Marin Software.
- Closed multiple multimillion-dollar Monthly Recurring Revenue (ARR) enterprise deals.
- Member of the leadership team; report to Chief Sales Officer.
- Responsible for creation of messaging and positioning Marin's Social, Search, and Display products to prospects and existing customers.
- Support a large global field sales team with new product information, industry knowledge.
- Sales training, RFP oversight, and competitive positioning.
- Provide thought leadership and evangelize the Marin brand with prospects and clients at.
- Marin branded events, speaking engagements, and trade shows.
- Manage Marin's pre-sales efforts across 12 offices globally
- Strategic Consulting, including business plan & sales strategy development
- Responsible for messaging and positioning Marin Software's search, social, and display advertising products to new prospects and customers.
- Manage a team of Product Consultants in San Francisco, Chicago, New York, Sydney, and Japan
- Responsible for messaging and positioning Marin Software's search, social, and display advertising products to new prospects and customers
- Coordinate company resources required for prospects based on potential revenue and strategic impact
- Develop effective marketing tools in conjunction with executive, agencies, and technology partners on positioning and articulating the advantages of new Marin products and solutions
- Practitioner and advocate of Challenger Sales, Solution Selling, and Demo2Win processes.
- Developed and implemented global service roll out for top 25 customers across 13 offices
- Lead Marin Software's trial teams in head to head evaluations vs. competitors, with an 87% win rate vs. the competition
- Applied in-depth knowledge of a client's strategy, business priorities, and initiatives to design technically feasible solutions that provided business value and solved client problems by leveraging the features and functions of Marin Software
- Assumed leadership role for solution development for large, complex, often customized services, often with high revenue value, which address a client's pain points
- Gathered strategic customer requirements to develop an global on-boarding strategy
- Created client-facing collateral and internal documentation to facilitate global communication and best practices
- Lead the San Francisco online marketing team responsible for client adoption of Marin Software's enterprise application for North American and APAC agencies and direct clients
- Develop strategy and execute on department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction, and team growth/development.
- Provided strategic online marketing guidance to an extensive set of enterprise level clients to help reach performance targets and meet KPI goals
- Provided in-depth instruction on best practices for Facebook, Search, and Content advertising campaigns in an assortment of verticals
- Built department protocols to ensure efficient client engagement with Marin Software's client base.
- Managed Search, Social, and Display for 10 properties across all major and tier 2 search engines, Facebook, and Display
- Launched successful online marketing campaigns in multiple countries & languages (Canada, US, Australia, Germany, Europe, Spanish / German)
- Reduced cost-per-acquisition by 40% while increasing subscribers and revenue
- Implemented SEO feeder strategy to gain market share in key customer acquisition areas.
Google AdWords Certified
Microsoft Adcenter Certification
Challenger Sales Training
Demo2Win Certification
Customer Success, Technical Support, Customer Service, Customer Satisfaction, Customer Care, Customer Retention, Support Delivery, Process Improvement and Re-engineering. Leadership of Professional Services organizations.
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Resume Overview
School Attended
- Humber College
- Wilfrid Laurier University
Job Titles Held:
- Senior Vice President Customer Success
- Global Vice President Product Consulting
- Regional Vice President Global Product Consulting
- Director Product Consulting North America & APAC
- Global Director Strategic Accounts
- Senior Search Manager
- Director of Online Marketing
- Lead Developer
- Course Instructor - Information Architecture and PHP
- Lead Developer & Project Manager
- Developer
- Sales
Degrees
- Post-Graduate : Internet Management
Bachelor of Arts (B.A : Political Science
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