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sr manager customer success group resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Results-driven professional with 10+ years in corporate competitive intelligence and analysis. Aiming to leverage strategic and collaborative skills in a career transition to be an outcomes-focused Customer Success practitioner. Significant experience as an individual contributor responsible for managing major projects and executive stakeholders.

Skills
  • Communication (written/verbal)
  • Problem Solving & Collaboration
  • Salesforce (basic)
  • Gainsight (basic)
  • Business Research & Analysis
  • Subscription Economics
  • Service Blueprinting / Design Thinking
Work History
Sr. Manager, Customer Success Group, 10/2020 - Current
Spectrum Garland, TX,

Responsible for competitive research to inform and inspire the Offer Management group (Success plans), delivering insights to help LOB leads build roadmaps and place “big bets” for Success/Support offer portfolio. Working in tandem with customer insights teams to provide actionable insights to improve capabilities for onboarding and adoption, proactive monitoring tools, training, etc.

  • Developed outside-in competitive framework to note external threats and capture opportunities, informing offer managers and enabling sales teams.
  • Established profiles for seven primary competitors and for cross-industry "inspiring" companies.
  • Collaborated with product-side competitive intelligence teams to contribute to go-to-market play books.
  • Managed internal Win/Loss and go-to-market feedback program.
Sr. Manager, Competitive Intelligence, 09/2015 - 10/2020
PwC City, STATE,

Senior analyst member of PwC's US Strategic & Competitive Intelligence team, responsible for reporting on competitor and trend activity to PwC Advisory business unit leadership.

  • Created novel leadership profile program for PwC partners, aimed at relationship building for sales targets.
  • Monitored competitor activity to produce timely competitive intelligence alerts with respect to current business priorities, including the senior partner and global leadership team.
  • Analyzed market and macro trends in support of strategic growth plans and innovation efforts.
  • Developed and maintained competitor profiles and battle-cards for priority PwC service offerings and technology alliances, leveraging primary and secondary research, Win/Loss debriefs, and analyst reporting.
  • Supported product managers with market and competitive landscape research to validate new offerings.
Assoc. Director, Client Engagement and Research, 01/2010 - 09/2015
Sedulo Group City, STATE,

History of rapid promotion in start-up environment as Sedulo’s Business Services Group grew in revenue and headcount (promotion from Research Analyst to Project Manager, then to Associate Director). Hired as one of the company’s first 10 employees as entry-level Research Analyst in 2010 and began managing projects in 2011. In November 2014, became Assoc. Director for Client Engagement, working alongside Sedulo’s Founder/CEO to sell, scope, and execute projects for Business Services Group.

  • Managed the Business Services Group budget, led team of 8 analysts and project managers, and managed client relationships and engagements with a variety of Fortune 1000 companies. Clients included corporate strategy teams, CMO offices and Product Marketing groups.
  • Created standard operating procedure documents for Business Services Group, built from experience as the senior contributor for the team.
  • Analyzed primary research and produced engaging deliverables for senior management and executive-level client stakeholders, including insights, implications, and recommendations with storyboard-style presentations.
  • Directed primary research collection and recruited global intelligence network in various industries (technology, professional services, financial, consumer goods, telecom, healthcare, etc.), managing collection and analysis for up to 18 projects at a time.
  • Maintained “hybrid” role, responsible for primary research collection and analysis (only such position within Sedulo Group), accelerating timelines.
  • Collaborated with cross-functional client stakeholders within large enterprises to develop, support, and refine strategic planning (worked directly with senior leaders of $10 billion private company).
  • Produced a channel sales reorganization study and Win/Loss program for $1.4 billion software company, including analysis and reporting of key insights to executive leadership.
Education
Bachelor of Science: Business Economics, Expected in 05/2005
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Auburn University - Auburn, AL
GPA:
Status -
Master of Divinity: Theology, Expected in 05/2010
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Southern Seminary - Louisville, KY,
GPA:
Status -

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Resume Overview

School Attended

  • Auburn University
  • Southern Seminary

Job Titles Held:

  • Sr. Manager, Customer Success Group
  • Sr. Manager, Competitive Intelligence
  • Assoc. Director, Client Engagement and Research

Degrees

  • Bachelor of Science
  • Master of Divinity

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