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Customer Success Manager
Extensive experience in utilizing data modeling & data analysis to drive successful business decisions both professionally and personally. Focused on delivering value to drive client retention and expand recurring revenue.
- Data Analysis
- Critical Thinking
- Team Work
- Customer Retention
- Business Analysis
CUSTOMER SUCCESS MANGER III
- Achieved stretched goal of 15% ACV growth and 8.8 NPS score within the assigned Strategic Affordable Clients. Total account ACV $14M.
- Aggregated portfolio level and product data for reports shared internally and externally with customer C- Level executives. (Appendix 1)
- Reviewed client’s product settings and usage data and presented anomalies and irregularities to the client along with action items. (Appendix 2)
- Presented product utilization data to clients to ensure they are getting full value from products or services with focus on providing consistently exceptional support at every stage of the user experience.
- Proactively communicated client’s issues / ideas with internal stakeholders. This consultative approach helped in building strong connections with the clients, and ultimately increased their lifetime value.
SMB ACCOUNT EXECUTIVE
- Responsible for adding new customers as well as maintaining existing client account relationships.
- Successfully displaced competitive solutions within client’s portfolio
- Created and managed “GAP Analysis Report” on existing customers to identify expansion opportunities.
- Reviewed Current Sales Revenue vs Previous Period Sales Revenue to identify areas to increase sales.
- Responsible for growing TWC’s Data Services into Enterprise account via direct sales & channels.
- Built strategic relationships with Data Centers, ASCE, & IT Services companies in North Texas.
- Represented TWC at numerous Chamber events, Association chapter meetings, Business conferences, and Conventions.
- Focused on growing the VAR Channel to raise the value of McAfee and increase revenue growth. Leveraged distribution resources to add 32 new partners resulting in 40% revenue growth.
- Recruited leading competitor’s resellers into McAfee partner program
- Improved average revenue per partner per quarter (by 80%) by leveraging McAfee’s direct sales teams and assisted in the development of collateral and sales tools to aid in the success of the channel.
SOFTWARE ACCOUNT EXECUTIVE
- Achieved 102%, 114%, 98% of quota in 2003, 2004, 2005 and managed a 5 Million Territory.
- Prospected and developed relationship within accounts and transformed Business Processes in areas such as Application/Content access, Integration, Network Management & Security, and Portals.
- Displaced competitive solutions by substantiating IBM’s strength and commitment in the area of Open Standards, J2EE Specifications, XML, Linux, On-Demand, Autonomic Computing.
Bachelor’s Degree in Engineering
San Jose State University
Career Expert Tips:
How to Write Customer Success Manager Resume: Writing Guide & Tips
In this article, we’ll talk about how you can put together a resume that will stand out from the rest. Keep reading for some great tips and advice!
First, let’s define what a customer success manager does: A customer success manager’s job is all about maximizing the return on investment for their company’s products or services. For example, a customer success manager will build a successful plan for customers that will improve the company’s revenue.
A customer success manager is responsible for the day-to-day management of customer experiences and relationships. A customer success manager needs to be quick-witted, organized, and competitive. She/he needs to have high energy and attention to detail.
With this information in mind, let’s get started. Let’s take a look at what makes up a good resume: Frequency of Contact (FOC). Make sure your FOC amount is high – over one per month is ideal. To help determine how often you should contact your contacts, think about your job title, position level, and contact count.
- What is Customer Success Manager
- How to put together a resume that will stand out from the rest
- Tips and advice on how to write a customer success manager resume
- Sample of Customer Success Manager Resume
- The roles and responsibilities of a customer success manager
1. What is a Customer Success Manager?
A customer success manager’s job is all about maximizing the return on investment for their company’s products or services. For example, a customer success manager will build a successful plan for customers that will improve the company’s revenue. A customer success manager is responsible for the day-to-day management of customer experiences and relationships. A customer success manager needs to be quick-witted, organized, and competitive. He must have high energy and attention to detail.
Customer Success Manager Job Description:
As a Customer Success Manager, you will be responsible for implementing the customer experience strategy that includes direct contact with customers and prospects. You are responsible for maintaining a strong relationship with these customers and promoting loyalty to the company through interaction. Your role is to help new customers learn about the products or services provided by your company, and consult them on possible solutions or changes.
You will also be directly involved in helping set up systems should their product require support from your company, improve customer retention through customer happiness management as well as promote an effective digital campaign.
2. How to put together a resume that will stand out from the rest
Make sure that your FOC amount is high – it should be more than once per month in order for you to stand out from the crowd. To help determine how often you should contact your contacts, think about your job title, position level, and contact count.
3. Tips and advice on how to write a customer success manager resume
When writing your resume, you should limit the information that you include to your qualifications. Include only those things which show that you have the skills necessary to do the job well. This includes education and experience. Remember, your resume is just one of many tools that a hiring manager will use in making their decision when deciding whether or not to hire you!
Be professional. Don’t go overboard with fancy fonts or colors that don’t match your personal branding. Be aware of the font size and structure.
Make sure you include a clear introduction. Give the reader a sense of your writing style. A header that reads, “To whom it may concern,” or even, “Dear Sir/Madam,” works well.
Make sure your resume is easy to read. Use short sentences and don’t use too many long words and phrases. Try word processing programs like Microsoft Word or Google Docs to help you make your resume as friendly as possible!
Use a big type font so that your resume is easy to read from far away. Going over how to write a customer success manager resume in detail here… 4. Sample of Customer Success Manager Resume
Sample customer success manager resume is given below…
4. The roles and responsibilities of a customer success manager:
Keep in mind that this job description is just a starting point for your research on the job market and what employers are looking for. Your skills will heavily determine your level of success in this business concept, meaning that you have to be able to present yourself as an outstanding candidate if you wish to stand out from other applicants. Focus on the things that set you apart from others instead of doing exactly what is told on the job description template.
List Customer Success Manager Roles & Responsibilities:
1.Defining customer success strategy, metrics, and key performance indicators
2.Managing customer retention campaigns, including loyalty and upselling opportunities
3.Setting up a successful onboarding process for the company products and services
4.Managing churn and preventing customer defection
5.Planning for product enhancements or new product development based on customers’ feedback.
6.Communicate individual customer success stories and best practices to the organization as a whole
7.Monitoring market trends that can affect potential customers
8.Setting up processing teams
9.Managing and coaching existing employees for greater customer success strategies
Tips to Write a Customer Success Manager Resume Summary objective:
A customer success manager is a person who is responsible for the business of a customer, being able to help and support in their processes. So that your summary objective must show your resume readers you are able to be customer-first. Customer success leaders are not only customer-facing, but they also provide strategic support to onboard new customers and help their customers grow. They impact customers’ future success by focusing on the steps that create value for the company (superior customer experience, streamlined processes, etc.)
The job of being a customer success manager is your chance to take ownership over an area of responsibility in your organization. You get to make a real difference and reach more people than you would have with a standard position title.
Sample Customer Success Manager Resume Summary:
I am a professional with 7 years of experience in the customer success Business. I decided to be a part of this new business field because I was interested in helping organizations improve their service quality, working with customers, and solving their problems. During my time, I have gained several skills and knowledge that are necessary for an effective CSM.
Customer Success Manager Skills:
Here is a list of customer success manager skills that you should have. These skills will make sure you are able to do your job and be successful:
- High aptitude towards providing great customer service.
- Strong leadership and communication skills: I can motivate the team, negotiate and deal with all kinds of people.
- Ability to speak with customers, understand their needs, analyze problems and report to the management team.
- Excellent data analysis skills, including an in-depth understanding of web statistics analytics and marketing data from social media platforms such as Facebook, Twitter, etc. I can help businesses to identify various growth opportunities based on sales analysis numbers using all kinds of software.
- Flexibility to work in a fast-changing environment, ability to finish the tasks on time, and deliver quality results.
- Ability to learn new technologies and adapt to different office environments. I worked in small teams, as well as with large groups of employees from various backgrounds.
Final conclusion :
Customer Success Manager is a position that requires commitment and also a positive attitude. This is why you need to be able to present yourself as the ideal candidate for this job. Your skills will play a huge role in your progress in your position. Detailed attention to both your strengths and weaknesses will help you determine exactly what can be improved on and which skills to focus on improving first.
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