Director of Customer Success Resume
Summary : Results-driven and creative marketing professional with 8+ years of business and technical experience and 6+ years of strategic and tactical marketing.
Skills : Six Sigma Green Belt Certification, Salesforce Certified.
Description :
- Increased total retention from below 50% to 91% in quarter one (1) of 2012 Managed 13 people in the manufacturer division of this construction software company.
- Devised a closed lost customer survey to capture the reason for lost codes.
- Managed all strategic and tactical marketing for Manufacturer Division Supervised 20+ sales representatives, reporting out on sales and retention metrics.
- Implemented processes and service programs to create a retention department with +90% renewals.
- Created, edited, and negotiated customer contracts to deliver more than $4M in retained sales.
- Performed gap analysis and identified service market growth opportunities for >80% customer satisfaction.
- Delivered all strategic and tactical marketing for B2B and B2C markets for Manufacturers.
- Supervised sales reps (20) with direct responsibilities for managing a staff of (14) Managers & Support staff.
Experience
10+ Years
Level
Consultant
Education
M.B.A
Director of Customer Success Resume
Summary : Data-driven digital marketing, lifecycle marketing, and customer success professional with over 13 years of work experience in B2B and B2C marketing and client services strategies that maximize revenues, profits, and customer relationships.
Skills : Marketing Strategy, Marketing Automation, Analytics.
Description :
- Responsible for overall customer well-being by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for client issues.
- Included value-based responsibilities and successes around Customer / Member Success Activities (e.g. onboarding, support, services, adoption, advocacy, retention.): Developed and handled overall responsibility for managing the customer relationship.
- Established me as a trusted adviser that worked to ensure customer's overall satisfaction with their products and services.
- Developed customer success plans for customers that outlined their critical success factors, metrics for success, and potential issues, and provided and implemented strategic recommendations.
- Successfully acted as a strategic liaison between product management, marketing, and research departments and their customers.
- Analyzed customer usage patterns, identified opportunities where add more value, and engaged with customers to become a partner.
- Maximized the value that customers receive through their relationship.
Experience
10+ Years
Level
Management
Education
B.S.
Director of Customer Success Resume
Summary : Seeking an opportunity to best apply knowledge, operational skills, and relational experience, in an effort to provide the highest quality customer services for clients and/or members. Ability to adapt to a changing business and marketplace.
Skills : Salesforce, Microsoft Office, Powerpoint, Project Management, Customer Service, Mac OS X, Inventory.
Description :
- Managed 100% of Humm's accounts ranging in a variety of industries such as healthcare, hospitality, automotive, and country clubs.
- Maintained less than a 1% churn rate.
- Designed and implemented processes streamlining the client onboarding process.
- Designed and executed marketing campaigns.
- Performed quality assurance checks to ensure products and services are delivered as requested.
- Advertised products at formal events and tradeshows.
- Experience at the customer site as an onsite account manager and Sr. Delivery.
Experience
10+ Years
Level
Executive
Education
Business Administration
Director of Customer Success Resume
Summary : Experienced Director of Customer Success professional working in fast-paced environments. Truly enjoyed building partnerships with customers, as well built and managing a team of individuals dedicated to being the voice of their customers. A passionate, curious, and hard-working professional capable of navigating a diversified organization.
Skills : Customer Success, Renewal Sales, Cross-sell and upsell.
Description :
- Led and managed a team of Customer Success Managers based.
- Responsible for managing and expanding over 250 accounts.
- Optimized the utilization of the platform to maximize renewals, and uncover leads for up-sell and cross-sell.
- Experienced on break down ambiguous problems into concrete, manageable components and delivering efficient operational solutions.
- Developed the team's role and responsibilities, guidelines for cross-department communications and interactions, as well as the organization's strategy for Customer Success.
- Responsible for managing the direct relationships and projects from some of the company's top accounts, and overseeing the performance of the team's portfolio (Annual Contract Value of $14+ million).
- Created pricing structure and managed its operations while increasing customer satisfaction by 15%.
Experience
10+ Years
Level
Executive
Education
Bachelor Of Technology
Director of Customer Success Resume
Objective : As the Director of Customer Success, responsible for the majority of customer facing efforts to drive success and success outcomes for their customers. Responsible for supporting mission critical initiatives for our customers; and who is motivated by the opportunity to help drive key metrics for our business.
Skills : Search Engine Optimization, Content Marketing, Email Marketing, Customer Service.
Description :
- Seven consecutive quarters of exceeding renewal and bookings targets in Enterprise, Mid Market, and Small Business segments.
- Maintained customer relationships through onboarding, training, and beyond Created training and knowledge base.
- Responsible for day-to-day contact with medium-sized businesses and their usage of Level Eleven Ensured the transition of Level Eleven customers.
- Developed and implemented customer service program for thriving e-commerce.
- Interacted with over one-thousand daily customers to ensure satisfaction.
- Established and maintained system for tracking metrics Onboard new clients and provide support through lifecycle.
- Created rapid onboarding process for new.
Experience
2-5 Years
Level
Junior
Education
Degree In Business
Director of Customer Success Resume
Headline : Proven success, in managing budgets in excess of $2M, products with sales of +$1B, and leading global teams while implementing worldwide solutions. Possess exceptional multifunctional skill base with persuasiveness and tenacity to sell items while preserving a true passion for people and marketing.
Skills : Customer Relationship Management, Digital Marketing, Digital Media.
Description :
- Responsible for the overall strategy and success of the Customer Success team
- Engendered trust and strengthened our relationships to foster upsells and renewals.
- Led, grow, and managed a team of Customer Success Managers who are each responsible for supporting a portfolio of MLS customer relationships and driving transformational performance for their respective MLS subscribers which effectively results in revenue growth for Remine.
- Identified key metrics around user adoption, user satisfaction, and customer satisfaction and hold your team accountable to these metrics.
- Worked closely with our Marketing team to deliver messaging and content that builds awareness of our applications and training resources.
- Worked with our Training Specialist to develop and deliver training programs that exemplify the why and get customers excited to train and end-users excited to use Remine.
- Worked closely with our Product, Implementation, and Support teams to ensure Remine is capturing customer and end-user feedback to deliver products our end users love and value.
Experience
5-7 Years
Level
Senior
Education
Degree In Business
Director of Customer Success Resume
Summary : Experienced and passionate in all aspects of customer success, customer experience, digital marketing, search marketing, social marketing, social media, display advertising, retargeting, email marketing, affiliate marketing, web analytics and reporting, demand generation, and virtual and on-site event management.
Skills : Digital Strategy, Event Management, and Event Marketing.
Description :
- Worked closely with the SVP of Customer Success to carry out the vision and strategic plan for the Customer Success organization.
- Improved the experience we deliver to our customers.
- Demonstrated ownership over revenue (gross churn, net revenue retention) and engagement metrics and use those to drive continuous improvement of our programs and processes.
- Collaborated on key GTM initiatives, including annual planning, quarterly reviews, etc.
- Operated cross-functionally and partnered with GTM and R&D stakeholders to help ensure that we maintain a strong feedback loop for customer insights & learnings.
- Partnered closely with the Director of Solutions Engineering to ensure there is cohesion and consistency across the Customer Success Management and Solutions Engineering teams.
- Partnered with Sales leadership to ensure that the Sales & CS teams are optimized for delivering desired customer health and revenue outcomes.
Experience
7-10 Years
Level
Senior
Education
Degree In Business
Director of Customer Success Resume
Summary : The Director of Customer Success is responsible for directing all aspects of our customer relations, policies, objectives, and initiatives, delivering best-in-class customer service to our channel partners and direct customers in the built environment, and unlocking the value of our technology and data for our customers.
Skills : Inventory Management, Sales, Management, Microsoft Word, Excel.
Description :
- Worked across CS management to define and optimize customer lifecycle by introducing new programs, or optimizing existing ones.
- Supported renewals playbook execution in collaboration with our Sales Organization, including weekly team forecasting and risk plan management
- Worked on tracking record of leading change management, building aligned tooling, and developing methods to measure and systemize Customer Success KPIs for internal teams and customers.
- Passionate about developing and implementing processes that scale, supported by technology.
- Served as a coach to your team by unblocking day-to-day challenges, as well as providing guidance around mid to longer-term career path objectives.
- Responsible for establishing frameworks for how the team operates in order to achieve short, mid, and long-term goals.
- Built and maintained systems that enable, motivate, and drive accountability around team targets.
Experience
10+ Years
Level
Executive
Education
Degree In Business
Director of Customer Success Resume
Headline : Highly motivated and integral key player and responsible for managing successful customer adoption, expansion, and renewals of the security footprint for highly complex enterprise clients.
Skills : Organizational Strategy, Relationship Management, Public Speaking, Team Leadership.
Description :
- Advised customers as a trusted partner on use cases, fundraising giving strategies, and Givelify products and services.
- Built, developed, and led a team of CSMs serving as Giving Success Coaches to engage customers to drive outcomes.
- Defined, improved, and managed a customer engagement model to drive consistent customer experience and performance of CSMs.
- Accurately presented customers' voices internally, escalating their voices as appropriate.
- Partnered with the product, customer support, marketing, and other teams to drive customer success and achieve objectives.
- Worked with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and effectiveness of high-touch customer success programs.
- Identified and championed opportunities to improve our customer experience.
Experience
5-7 Years
Level
Senior
Education
Degree In Business
Director of Customer Success Resume
Summary : Director of Customer Success is responsible for building, implementing, and continuously improving strategic customer journeys across the products. KPIs for the role include deployment, adoption, and customer health metrics.
Skills : Customer engagement, Customer education, Customer enablement.
Description :
- Achieved monthly and quarterly renewal revenue targets, striving for a high percentage of on-time renewal and revenue retention within a targeted book of business.
- Drove customer awareness, engagement, and adoption of the Trellix portfolio, product features, and services, you will ensure clients maximize the adoption and realize the value of their purchased solutions.
- Developed and maintained strong, multi-level relationships with each customer; ensuring that Trellix solutions support the ongoing needs and security objectives of each customer.
- Engaged in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
- Recognized expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
- Effectively managed a high volume of customer requests, align them with internal resources, and anticipate their business needs.
- Collaborated and aligned with sales, marketing, support, product, and engineering teams to drive customer success outcomes.
Experience
10+ Years
Level
Executive
Education
Degree In Business
