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Skills

  • Customer success platform expertise (Jira)
  • Customer survey design and implementation
  • Churn analysis and reduction
  • Customer journey mapping
  • Review of contracts
  • Multilingual communication skills
  • Client satisfaction improvement programs
  • Coaching and mentoring
  • Business development and planning
  • Customer retention strategies

Work Experiences

  • Kept financial controls in place, planned business operations, and kept expenses under control while identifying and pursuing opportunities to expand business operations and increase profits.
  • Increased the team's revenue by over $18 in sales.
  • Revenue models, process flows, operations support, and customer engagement strategies were all under my control.
  • Oversaw the work of an efficient administrative team responsible for maintaining accurate sales, inventory, and order records.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Met established KPIs for the company, regional team, and individual performance through teamwork and customer focus.
  • Maintaining and applying current knowledge of sales, promotions, and policies regarding payments, exchanges, and security practices drove business success.
  • Worked hard to resolve one-of-a-kind and recurring complaints, as well as promote loyalty and improve operations.
  • Researched competitor products, services, and trends to target prospects in other territories.
  • Efficiently resolved all vendor and account issues while exceeding sales quotas by 8%.

Summaries

  • Accomplished Success Manager driven to lead sales teams to achieve record-setting revenue gains. Manage 16+ accounts, generating more than $6 in revenue per 18 months.
  • Successful Success Manager with a passion for leading sales teams to new heights in revenue.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved upsell revenue growth of $11 in 2018.
  • Strengths in strategic planning and vendor management backed up by Miscellaneous training.
  • Achieved a 22% improvement in product satisfaction.
  • Adept at designing success KPIs.
  • Over a 11-year career, I've built a strong track record as a performance-oriented sales leader.
  • Dedicated to streamlining processes while maximizing employee potential.
  • Adept at implementing tailored customer success plans.

Accomplishments

  • Increased customer advocacy through targeted initiatives, driving 10 new referrals and testimonials for marketing use.
  • Collaborated with marketing to improve product adoption strategy, increasing customer satisfaction scores by 46%.
  • Coordinated QBRs across a global portfolio of clients, securing 4 in up-sell and cross-sell opportunities.
  • Developed and implemented unique quarterly business reviews with key clients, achieving a 48% increase in contract renewals.
  • Influenced product roadmap by presenting client feature requests, contributing to 10 successful new feature implementations.
  • Designed a self-service knowledge base for ServiceNow, leading to a 19% decrease in support tickets in 8 months.
  • Developed custom success metrics for clients to track ROI of Tableau, resulting in 69% increase in overall satisfaction.
  • Collaborated with team of 12 in the development of process.
  • Designed and standardized KPIs for Asana, contributing to a 79% increase in measurable client success.
  • Led customer health score initiative, enabling the team to prioritize at-risk accounts and resulting in a 82% decrease in client churn.

Affiliations

  • Toastmasters
  • Project Management Institute
  • Sales Enablement Society
  • Revenue Collective (formerly Pavilion)
  • Association for Supply Chain Management (APICS)
  • Association of Strategic Account Management Professionals (SAMA)
  • The Association for Information Systems (AIS)
  • Freemason
  • Customer Success Network
  • Association for Computing Machinery

Certifications

  • Churn and Retention Strategies Expert Certification - SuccessCOACHING
  • ServSafe
  • Business Relationship Management Professional (BRMP) - BRM Institute
  • OKR Advanced Certification - OKR International
  • Google Cloud Professional Collaboration Engineer Certification
  • Digital Customer Experience Professional (DCXP)
  • Certified Revenue Architect - Winning by Design
  • Certified Professional in Training Management (CPTM)
  • Project Management Professional (PMP)
  • Certified Success Manager Champion - ClientSuccess

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