Customer Success Manager Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the customer success manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

B Gulgowski

Burnice

Gulgowski

978 Kiel Cove

Philadelphia

+1 (555) 509 9295

978 Kiel Cove

Philadelphia

Phone

p +1 (555) 509 9295

Experience Experience

Los Angeles, CA

Customer Success Manager

Los Angeles, CA

Ritchie-Gulgowski

Los Angeles, CA

Customer Success Manager

Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team
Promoting opportunities for two-way communication
Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products
Keeping customers informed of process and procedural changes
Working knowledge of computer applications such as Microsoft Office and Salesforce.com
Driving high customer Satisfaction

San Francisco, CA

Senior Customer Success Manager

San Francisco, CA

Waelchi-Murray

San Francisco, CA

Senior Customer Success Manager

Work with Account/Channel Managers to build and execute annual Success Plans for his/her accounts
Establish and grow relationships with executive sponsors and decision makers
Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction
Provide customer training on VitalSource systems and tools for metadata and content delivery and management
Coordinate and provide project management for professional services requests
Establish and support VitalSource in developing C-level relationships (dean, provost, etc.) between VitalSource and the customer
Assess program risks, anticipate challenges, and provide escalation management when necessary

present

Detroit, MI

Senior Customer Success Manager Uk

Detroit, MI

Dare and Sons

present

Detroit, MI

Senior Customer Success Manager Uk

present

Implement, run and manage successful customer pilots working with the Sales team to analyze pilot results and provide input to the business case
Provide timely account or issue executive summary status reporting to customers and management
Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
Monitor and identify trends in PEBS adoption and utilization and provide guidance to customers as part of annual Success Review
Develop and maintain positive client relationships at all levels with existing corporate accounts
Familiarity with Learning / Talent Management Systems and integrating learning into the LMS

Education Education

Bachelor’s Degree in Business Management

Columbia University

Bachelor’s Degree in Business Management

Skills Skills

Ability to use all Office products proficiently, and understand basic terminology around data centers, servers, backup software, etc
Excellent presentation skills with the ability to maintain professionalism at all times
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
Strong presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars
Attention to detail, strong organizational skills, and an absolute focus on quality of work
Working knowledge with at least one of the following business areas: General Ledger, Accounts Payable/Receivable, Services procurement
Working knowledge with at least one of the following business areas: General Ledger, Accounts Payable/Receivable, or Services procurement
Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
Strong Internet and Web technical skills including intermediate knowledge of HTML
Strong working knowledge of Financial Services industry

Create a Resume in Minutes

15 Customer Success Manager resume templates

Read our complete resume writing guides

Customer Success Manager Resume Examples & Samples

Technically savvy and comfortable with continuous change
Ability to react well under pressure and manage difficult or emotional customer situations
Ability to troubleshoot issues utilizing creative and critical/analytical thinking skills
Ability to work effectively both individually and within a team environment
Proficient with Microsoft Office software including Word, Excel, PowerPoint and Outlook

Senior Customer Success Manager Uk Resume Examples & Samples

Develop and maintain positive client relationships at all levels with existing corporate accounts
Leverage comprehensive understanding of PEBS solutions to provide relevant adoption and recommendations on solutions and enhancements customized to customers' business needs
Partner with the Professional Services Team (where applicable) to serve targeted accounts
Partner with clients and lead pilot’s implementations
Implement, run and manage successful customer pilots working with the Sales team to analyze pilot results and provide input to the business case
Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
Monitor and identify trends in PEBS adoption and utilization and provide guidance to customers as part of annual Success Review
Provide timely account or issue executive summary status reporting to customers and management
Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate
Participate in field marketing events within region
Partner with clients during the program’s launch
Plan and deliver periodic account updates and reviews, in collaboration with the sales team and in alignment with the level of service provided to the account
Manage satisfaction and business impact surveys
Document and gather customer and project information in the CRM system Requirements / Qualifications
5+ years relevant work experience in one or more of the following: customer success management, customer service, project management or consulting -- ideally with online language learning or other virtual learning applications in a SaaS environment
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-Level
Demonstrated consulting skills to advise customers and share best practices
Aptitude both for analyzing learning concepts and translating them into business terms, and for mapping business requirements to appropriate solutions
Project management skills, and ability to successfully manage multiple projects simultaneously
Ability to prioritize, multi-task, and perform effectively under pressure
Highly customer-focused attitude
Strong written and oral communication and influence skills in English and German (French or Spanish are a plus)
Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
Familiarity with Learning / Talent Management Systems and integrating learning into the LMS
Experience using remote business communications and collaboration tools including, MS Office, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc
Experienced in conducting virtual meetings
Experience in Internet technology, online learning, and/or corporate education implementation a significant plus
Familiarity with salesforce.com or other CRM systems desirable Additional Requirements
Written and verbal fluency in English and German required. French and Spanish are a plus
Self-starter able to work independently and from a home office, ability to work with minimal direction
Team focused
Adaptation skills (growing company, new processes, etc.)

Customer Success Manager Resume Examples & Samples

This position does have a sales component and sales experience is preferred
This position includes all of the following aspects
Client relationship management
Frequent interaction with clients including Directors, VPs, and C-level executives of top companies

Customer Success Manager Resume Examples & Samples

Manage the deployment of the company's Collaboration (Cloud) products and services involving departmental or cross-functional teams focused on the delivery of new or existing products
Plan, direct and schedule activities on behalf of the client. Monitor the project from initiation through delivery
Organise the interdepartmental activities ensuring completion of the implementation on / or above schedule and maintain on-going growth and customer base development opportunities
Meet and / or exceed quarterly objectives: Retain existing customers within a defined account base while increasing usage levels. This is achieved through continued education, entrenchment and penetration of various contact levels within a customer organisation
Orchestrate the various phases of the WebEx deployment and implementation within a designated territory of accounts through effective Project Management
Organise interdepartmental activities ensuring completion of deployments on or above schedule, and with maximum value to WebEx and its clients
Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions
Maintain consistent and effective pro-active communication with the assigned account base
Ensure prompt customer issue resolution with the appropriate WebEx organisations, striving for maximum customer satisfaction
Exhibit leadership by providing suggestions for improving processes and the approach in managing customers
4-year college degree or equivalent
1-2 years experience in a customer facing position or Recent graduate
Prioritising and driving multiple, complex objectives on both a single client and strategic client base as a whole
Effectively manage both change and communications management during the lifecycle of a client relationship from implementation to ongoing delivery
Proven ability to effectively present and communicate to all levels of an organisation, especially senior management levels
Exceptional organisational, written and verbal communication skills
Technical Aptitude: ability to understand and translate technical requirements from customer and internal technical teams
Ability to work in a team environment, and assist other team members to achieve team- oriented objectives
Self-starter: must possess the ability to manage day-to-day work with minimal supervision
Well organised and articulate; must be able to prioritise and execute effectively in a fast-paced (and sometimes stressful) environment
Native German speaker with fluency in French OR Native French speaker with fluency in German (fluency in English also required)

Customer Success Manager Resume Examples & Samples

Develop and execute account and portfolio level strategies that support key business metrics including client retention, revenue growth and profitability
Become a trusted advisor with clients by deeply understanding their business and aligning their needs to our solutions
Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, customer support, sales engineering and finance
Lead ongoing strategic customer meetings to communicate best practices, successes and business results; facilitate quarterly business reviews & executive meetings
Analysis of customer performance metrics to deliver consultative business reviews which result in strategic recommendations, best practices and process improvements to ensure the they derive maximum value from their investment

Customer Success Manager, Global Accounts Resume Examples & Samples

Develop and execute global and regional account and portfolio level strategies that support key business metrics including client retention, revenue growth and profitability
Become a trusted advisor across multiple business segments with clients by deeply understanding their business and aligning their needs to our solutions
Ability to lead solution development efforts that best address customer needs, while coordinating the key internal resources for support
Lead ongoing strategic customer meetings to communicate and drive best practices, customer success and business results; facilitate quarterly business reviews & executive meetings
Analysis of customer performance metrics to deliver consultative business reviews which result in strategic recommendations, best practices and process improvements to ensure the they derive maximum value from their investment i.e.ROI

Senior Customer Success Manager Resume Examples & Samples

Strategic consulting in digital marketing best practices, and bridging communication into digital media
Client presentations
Focus on client retention
Cultivate future projects and qualify new opportunities
Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies

Customer Success Manager Resume Examples & Samples

Develops and enhances techniques and methodologies to drive business process change broadly within AEC/ENI customers to take full advantage of Autodesk technologies
Assists Account Executives and Consulting Managers creating strategic account plans, maintaining relationships with key customers and identifying their problems from a business and technology perspective
Translates customer business and technology challenges into business solutions based on Autodesk products, augmented with 3rd-party technology as required
Develops or contributes to development of Proposals/RFP Responses, Task Orders, Statements/Scopes of Work, and other contract documents for a select group of named accounts
Provides education and evangelizes services offerings both internally to the AEC/ENI sales team and externally to the AEC/ENI market space - especially within the assigned group of named accounts
Develops and maintains a strategic technology implementation and transformation plan with a select group of named accounts, and ensures the successful and broad adoption of Autodesk solutions to drive the success of those named customers
Degree qualification or equivalent within an accredited institution
Experience within a high technology consulting services company or from a multinational organization combined with deep domain and market expertise in one or more of architecture, engineering, construction, facilities management and Building Information Modelling (BIM)
Several years’ senior management experience within an architecture, engineering, construction, and/or facilities management company
Track record of success in defining and driving successful adoption of new technologies
Understanding of change management methodologies and techniques
Experience and proven results in driving or managing change within an architecture, engineering, construction, and/or facilities management company
Experience with various go-to-market models involving System Integrators, and demonstrated ability to manage strategic partner relationships involving many diverse parties and personalities
Experience of facilitating meetings with senior management
General understanding of software development lifecycles and how they are applied in a consulting services organization
Demonstrated expertise in understanding customer requirements and proposing solutions, including development of work breakdown structures and work effort estimates
Ability to assess feasibility and costs of client requests
Excellent oral and written communication skills and the ability to persuasively articulate services offerings. Strong technical writing and reporting skills with the ability to influence values to customers
Excellent problem solving and negotiating skills
Fluency in English. Any other major/local languages would be a plus
Ability to work in a fast-paced, unstructured, highly-matrixed, and entrepreneurial "start-up" environment, requiring superior skills in critical thinking, influencing, and managing multiple priorities under tight deadlines
Ability to travel up to 50% across Asia-Pacific

Customer Success Manager Resume Examples & Samples

Work with our marketing and communications team to create regular customer communications
Deliver excellent training both in our London office and in schools
Provide high quality Consultancy to schools, supporting them to grow their use of our platform
Develop positive relationships with schools that help us to retain them
Work as part of a small but very dedicated team
Build trust with schools that enables us to grow revenue

Customer Success Manager Resume Examples & Samples

It is the CSM's responsibility to drive customer adoption and success within a defined set of Microsoft's largest and most strategic customers
The CSM also coaches Microsoft's field teams on their transformation to a Cloud and Adoption driven business
This individual should be comfortable at both consulting with and negotiating with senior executives, backed by a strong understanding of their business objectives
Social Business / Collaboration savvy and passion
Familiarity with Microsoft's online O365 productivity suite (Yammer, Exchange, Lync, SharePoint)
Experience with SaaS project implementation
A thorough understanding of what drives cloud Adoption through Business Value
Ability to converse confidently at all levels within a customer, including line of business and IT
Experience of building successful trusted advisor relationships
Proven experience in managing large, complex project implementations
Excellent facilitation, presentation, written, and oral communication skills
BA/BS degree. MBA preferred
Willingness and ability to travel 30%

Customer Success Manager, Facebook Resume Examples & Samples

Develop a trusted advisor relationship with customer executive sponsors, establish and oversee the product launch process and customer adoption and engagement
Deliver awe-inspiring product demos, provide insightful technical answers and structure creative solutions
Facilitate the development of a Facebook at Work community, develop and share best practices
Deep product expertise, visionary and creative, to work closely with our product team on the product vision and roadmap
Drive adoption of Facebook at Work by partnering with our sales and partner engineering team
Navigate through multiple departments within an organization to build use cases and business value of Facebook at Work
Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders

Customer Success Manager Resume Examples & Samples

3 or more years in a client-facing service role
1 or more years in ad operations or ad network operations
Strong knowledge of ad serving technology, ad networks and the online advertising industry in general
Ability and willingness to take full ownership of client relationship to answer questions and resolve issues
Strong process, management and analytical skills
Capacity to work with all teams, including sales, marketing, business development, product management and engineering
Strong written and oral communication skills
Proficiency in Excel and spreadsheets with working knowledge of CRM platforms such as Salesforce.com
Strong academic credentials
Ability to travel (up to 20%) to client sites for strategic and quarterly business review meetings

Customer Success Manager Resume Examples & Samples

Manage all aspects of the onboarding process - the transition of a customer from deployment to Support
Act as escalation point for Support to mitigate complicated customer issues
Work with customers to resolve billing questions
Consult with both prospective and existing customers, building reference architectures of customer infrastructure
Develop or orchestrate development of post-sale solutions for customers revolving around the OpenStack ecosystem
Problem solver with a focus on ownership of issues that leads to results
Ability to build strong relationships across the organization
A passion for the business, people and technologies that power the Internet
Ability to operate under pressure in deadline driven environments and business critical emergencies
A solid level of business awareness from top to bottom
Independent thinker with the ability to recognize where processes can be improved and who to collaborate with to improve them

Customer Success Manager Resume Examples & Samples

Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Dynamics CRM to an organization
Be a recognized expert and thought leader in the practical application of Dynamics CRM
Develop and deliver “success plans” to key customers identifying stakeholders (including partner), milestones, metrics, and risks inherent in a CRM implementation
Ensures customer creates value through defining and achieving business outcomes
Use Interpersonal Mastery to broker power, build consensus and widespread support that aligns all customer stakeholders to the established Vision
Navigate easily in traditional complex Enterprise environments
Build and maintain the appropriate C-Level relationships within assigned accounts
Execute purposeful planning that drives strong project governance and resolution of issues that builds credibility and assures a seat at the customer planning table
Challenge and changes the way a customer views both their business and the business value of Dynamics
Evangelizes business outcome successes to BDM community within customer in order to drive actions favorable to the Customer Success Plan
Demonstrates advanced insights and understanding of customers business/industry
Maintain rapid channel of communication to customer on service-related issues and events
Escalate critical customer issues and ensure escalation ownership with internal resources
Act as Voice of the Customer and provide feedback to R&D, Sales and Marketing teams on the CRMOL product, the online service and operations issues
Support the definition of requirements and execution of proof of concept and / or pilot programs of Dynamics CRM with our customers and prospects
Identify, define and drive phased upsell and cross sell opportunities from account base
Manage the process of securing the renewal of the Dynamics CRM Online license agreement, working collaboratively with the sales organizations
Ensure customers are actively participating as a reference in support of the field winning new business
Drive customer readiness for service updates, ensuring they are aware of and prepared for potential impacts
Partner with the Dynamics Sales organization in select competitive sales cycles to drive revenue opportunities in new and existing accounts
Ability to orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle
At least 10+ years of experience in at least one of the following disciplines working with Enterprise size customers – Customer Success Management, Technical Sales, Account/Relationship Management, Enterprise Software Consulting/Project Management
Strong understanding of Enterprise CRM solutions from a direct implementation/project management experience, with a particular competency in the technical/functional aspects of the solutions and strong understanding of how customers deploy and use CRM software in their business
2-4 years of experience delivering and driving CRM adoption best practices including stakeholder, change, and user adoption management
Proven ability to collaborate and build strong relationships with senior level executives across corporate functions within the customer from large, global organizations, as well as experience successfully collaborating and managing by influence (of non-reporting groups/individuals) for internal stakeholders
Proven time management & prioritization skills with the ability to work under pressure
Customer facing services experience (consulting, project management or account management) that includes issue resolution and escalation management at both the business owner and executive levels
Strong presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars
Considerable interpersonal skills including the ability to establish Trusted Advisor working relationships with our clients
Cultural awareness and appreciation for diversity including ability and experience working in a global environment
Deep, unrelenting passion for customer service and success
BA/BS or equivalent required, with information technology/accounting/finance focus preferred
Willingness to travel – up to 25%
Highly Effective team player that can manage multiple complex virtual teams
CRM Online experience and background desired

Customer Success Manager Resume Examples & Samples

Own the overall relationship with customers, working collaboratively to drive adoption of best practices, ensure retention, improve satisfaction, and inspire customer loyalty
Conduct on-going operational and business reviews and engage with multiple levels/teams with the customer organization
Identify, communicate, and grow upsell opportunities and collaborate with sales teams to ensure growth attainment
Ensure product alignment by keeping customers informed of key product features, new product releases, and future product roadmap
Understand and discuss a complex product and identify ways to streamline customer workflows
Identify common customer challenges and proactively suggest better solutions
Be the customer’s advocate at Stitch, regularly communicating needs and issues cross-departmentally to drive product development, improvements, and bug fixes
Cultivate customer champions, reference customers and case studies
Regularly analyze key account metrics and identify new growth areas
Exemplify an outcome/ results-oriented approach
Empathize with every aspect of the customer experience, putting customers’ needs first

Customer Success Manager Resume Examples & Samples

3-5 years of relevant work experience in SaaS account management or strategy consulting preferred
Excellent presentation, written, and oral communication skills
Strong negotiation and sales skills
Experience leading cross functional teams a plus

Customer Success Manager Resume Examples & Samples

Maintain active customer conversations through regular and consistent engagement, demonstrating your market knowledge and programmatic expertise
Prepare and present performance reports and market insights to partners to further support growth opportunities and recommendations
Partner with Advertiser sales team to drive successful pairing of media buyer campaigns to publisher inventory
A proven track record of building strong relationships and solving for client business challenges
Extremely proactive and biased towards taking action

Customer Success Manager Resume Examples & Samples

Build and maintain the appropriate C-Level relationships within assigned accounts across both technical and business-centric customer roles
Challenge and changes the way a customer views both their business and the business value of Dynamics CRM
Evangelizes business outcome successes to BDM Community within the customer in order to drive actions favorable to the Customer Success Plan
Demonstrates advanced insights and understanding of customers’ business/industry
Manage the process of securing the renewal of the Dynamics CRM Online license agreement, working collaboratively with the Field sales and Dynamics sales organizations
Ability to orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal teams (Account Manager, Dynamics CRM Sales Solution Professional, Premier Support Technical Account Manager, Partner leadership teams, Account Technology Specialists, etc.) and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle
Manage themselves and their team to the core KPIs that measure and define the success of this business internally and externally
At least 10+ years of experience in at least one of the following disciplines working with Enterprise size customers - Customer Success Management, Technical Sales, Account/Relationship Management, Enterprise Software Consulting/Project Management, Business Intelligence Consulting, human capital or business process optimization consulting
Strong understanding of Enterprise-scale line of business solutions from a direct implementation/project management experience, with a particular competency in the technical/functional aspects of the solutions and strong understanding of how customers deploy and use highly configurable Software as a Service software in their business, especially in the Federal and State/Local environment
4-8 years of experience delivering and driving CRM adoption best practices including stakeholder, change, and user adoption management
BA/BS or equivalent experience, with information technology/accounting/finance focus preferred
Willingness to travel - up to 50%
CRM Online experience and background desired, especially with xRM solutions
Federal clearances highly desired
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements

Customer Success Manager Resume Examples & Samples

Maintain customer satisfaction through strong customer success management and strong consulting skills
Develop and maintain positive client relationships at all organization levels with existing corporate accounts
Drive renewals on assigned accounts
Partner with the Sales team to meet account strategies
Partner with the Project Management Team (where applicable) to serve targeted accounts
Partner with clients and lead pilot projects and implementations
Partner with clients during project launch
Provide reactive and proactive customer service to ensure the customer’s ROI and satisfaction is the highest possible (efficacy process)
Plan and deliver periodic account updates and reviews, in collaboration with the sales team
Document and gather customer and project information in the CRM system
Written and verbal fluency in English and Chinese essential
3+ years customer direct sales and or post sales management calling on fortune 1000 companies OR same level of experience implementing training solutions in large companies
Experienced in customer success management
Demonstrated ability to successfully interface with senior management and develop long-term relationships with customers
Strong consultative skills
Experience working with and cross-selling to clients remotely
Strong written and oral communication and influencing skills
Project management skills with the ability to successfully manage multiple projects simultaneously
Ability to work effectively across cultures
Operates with a sense of urgency and has a positive, winning attitude
Self-starter able to work independently and from a home office
Experienced in using remote business communications and collaboration tools including, MS Office (Excel, Powerpoint, Word, Office), Skype, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc
Experienced in Internet technology, online learning, and/or corporate education implementation a significant plus
Experienced working in an international environment
Adaptable and flexible (growing company, new processes, etc.)
Availability and ability to travel
Location: Shanghai or Hong Kong

Customer Success Manager Resume Examples & Samples

Travelling to client sites for regular strategic business review meetings
Act as a tactical Client contact with premium Publisher Clients to deliver value to the accounts through recommendations, and act as a relay for brand control and escalation management
Relevant experience in a client-facing role in the advertising industry
Effective communicator and presenter

Customer Success Manager Resume Examples & Samples

Managing service level escalations from VMware customers and internal teams
Triaging escalation alert requests and collaborating with the support teams to drive the alert towards resolution
Establishing accurate expectations and ensuring relief to customers in timely manner
Maintaining escalation process records at each stage and keeping all stakeholders updated on the status
Working in shifts and collaborating with global counter parts as and when required
Taking complete ownership of the escalation alert backlog
Duty Manager point of contact for customer support team for escalations
Proactive engagement with VMware customers and field teams to identify support issues
Identifying, analyzing and reporting escalation trends and business intelligence data to the leadership team
Partnering with Technical Support Managers and Regional Escalation Managers to drive critical escalations
Customer Focus
Display a strong sense of urgency
Strong written, verbal communication and presentation skills
Ability to drive escalations through defined process to resolution
5-7 years in technical support preferably of a software product, and ideally an enterprise software product
Demonstrated experience influencing people across functional boundaries
Demonstrated effectiveness working with global or international operations
BS Computer Science or equivalent
75251BR

Customer Success Manager Resume Examples & Samples

2-4 years of corporate account management, with industry leading companies and clients
Problem solving as well as product marketing experience
Confident, customer-focused attitude – great on phone, very responsive, pro-active, fast-paced excellent judgment and client manner
Strong inter-personal and communications skills, both written and verbal skills and articulate both in verbal and written communication
Able to develop and manage prices
Highly organized with very strong attention to detail and ability to multi-task
Able to work independently
Native / highly proficient English speaker
Reliable and consistent
Experience in software / technology products
Interest in fashion and digital
Commercially minded

Customer Success Manager Resume Examples & Samples

Develop or orchestrate development of post-sale solutions for customers revolving around the object storage and OpenStack ecosystem
Intermediate understanding of Object Storage (S3, Swift, Cleversafe) OpenStack and the projects that make it up
Excellent communication skills (both written and verbal) with attention to detail
3+ years experience in Account Management and/or Customer Service driven roles
3+ years experience in Technology, SaaS, Hosting, or Cloud industry
Project Management experience a plus
Customer Training experience a plus
Intermediate understanding of Linux Systems Administration on multiple distributions (Ubuntu preferred)

Customer Success Manager Resume Examples & Samples

Establish a trusted advisor relationship with your customers and own those relationships
Monitor customer SaaS consumption metrics for usage indicators, and engage your customers to move the dials
Track customer happiness - identify customers who may be at risk of not renewing (or socially announcing their dissatisfaction)
Define action plans for at-risk customers and execute the plans in collaboration with other units of BMC
Continuously identify ways of improving the processes for on-boarding, increasing adoption, ensuring retention, and improving satisfaction
Work closely with and influence the TrueSight Saas developers, operations team, and product management team to achieve ever higher levels of customer satisfaction
Contribute in the development of methodologies and content for community-based self-service; publish experiences and successes to the TrueSight community
Interact with customers via online tools like chat, web meetings, forums, as well as telephone
Be able to deploy and configure TrueSight Pulse and TrueSight Intelligence, understand their features and functions and understand how the API’s can be used to solve problems and create solutions for your customers
7+ years' experience in some of the following roles: software development, DevOps, or technical consulting. Preference toward hands-on experience developing software or deploying and operating a modern SaaS delivery infrastructure
1+ year experience in Customer Success or equivalent history in customer satisfaction, adoption, and retention roles
Experience with using CRM platforms such as Salesforce, and customer success platforms such as Totango, Gainsight, or Zendesk
Experience in communicating with different stakeholders and decision makers both internally and externally
A working knowledge of server and/or infrastructure monitoring techniques will be fundamental to your success
Thrive in a multi-tasking environment with strong ability to adjust priorities on-the-fly
Knowledge of technologies - deep in one, conversant in many

Customer Success Manager Resume Examples & Samples

Increased customer satisfaction across account (measured by conventional surveys, as well as reference potential of account & general check-ins and customer feedback)
Drive Product adoption rates (measured on deployment numbers, Upsell and X-Sell revenue )
Use of additional (paid) Services
Adoption and use of Managed Services
Successful and timely renewals

Customer Success Manager Resume Examples & Samples

Develop a trusted advisor relationship with customers such that all activities are closely aligned with the customer's business case and business strategy, allowing them to recognize the full value of working with JOOR
Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Identify and grow opportunities, and collaborate with Sales to ensure growth target attainment
Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
4 to 6 years of buying or sales experience in the Fashion industry or SaaS Company
Sales oriented, ambitious, and wants to help drive the business in Italy
Strong empathy for customers AND passion for revenue growth
Experience analyzing data, trends to customer growth opportunities and churn signs
Excellent organizational, consulting, project management, and time management skills
Ability to educate customers about complex ideas in an elegant, meaningful way for the benefit of internal teams and client discussion
Excitement to achieve annual financial bonuses based on reducing/eliminating churn
Desire to work in a dynamic startup where your input is desired to help shape our offerings and how we interact with clients

Customer Success Manager Resume Examples & Samples

SaaS business models
Frequent interaction with client staff including Directors, VP's, and CXO
Opportunity Identification
Extensive experience of client management successfully managing client relationships
Demonstratable experience of managing relationships within employee organization being an

Customer Success Manager Resume Examples & Samples

Ability to assess client maturity and satisfaction
Frequent interaction with broad level of client contacts ranging from including Analyst, Manager through to Directors, VP's, and CXO Opportunity Identification
Presenting complex information in a clear way manner, both written and verbal
Engaging in a 1: Many Customer Relationship Model
Client Presentations
Client retention & renewals
Identifying growth opportunities - Upsell & cross sell on accounts

Customer Success Manager Resume Examples & Samples

Deliver on key business metrics including: revenue growth, profitability, and client retention. Attested experience in exceeding sales goals by actively maintaining relationships, upselling service solutions to existing accounts, and mitigating at risk situations
Ability to collaborate within internal, cross-functional teams (e.g. product management, customer support, financial operations, and legal) to deliver effective solutions to customers
Utilize forward thinking to implement creative ways to solve complex customer challenges and drive revenue
Demonstrate successful customer negotiation skills
Analyze customer key performance metrics to deliver Business Reviews and make consultative recommendations to enhance merchant experience
5+ years of Global Payments and Security and/or related experience SaaS/High Tech industry successfully managing and expanding Strategic Client Relationships
Success in working in a "fast paced" environment leveraging using tools like Salesforce.com and formal sales methodologies like Miller Heiman
Solid knowledge and understanding of Global Payment platforms. A bonus would be knowledge of Mobile Payments and the omni-channel landscape
Experience based "Issue Resolution" skills that facilitate dialogue across all levels of a business including the C-suite
Strong individual contributor with a commitment to excellence
An ability to travel up to 30% (as required)

Customer Success Manager Resume Examples & Samples

Manage the day-to-day aspects and assist with multiple project implementations
Influence future lifetime value through higher product adoption, customer satisfaction, and overall account health
Increase client experience to develop long-term vision and journey with Dyn
Create customer onboarding assets, adapt existing customer onboarding assets and work with internal team to refine existing and create new onboarding assets
Lead regular Client Experience Reviews, typically quarterly with the account team
Devise, execute and manage Customer Engagement strategies, measuring and reporting results weekly
Build value-based relationships with customers to ensure the highest customer satisfaction, adoption and retention
Maintain a deep understanding of the product and speak with customers about the most relevant features for their business needs
Outbound telephone and email-based efforts to existing customers with intent to engage customers with incomplete usage and get them excited about and regularly using IPM
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Work within the Customer Intelligence team to help drive customer references and case studies

Customer Success Manager Resume Examples & Samples

Be the trusted advisor and advocate for 100-200 customers
Engage customers proactively with regular strategy calls to drive value and usage across HubSpot's platform
Ascertain customer goals and collaborate on customized inbound strategic plans while driving customer accountability
Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk
Resolve customer inquiries by aligning customers with the right resources
Partner with internal teams to maintain and grow customer investment across HubSpot's platform

Customer Success Manager Resume Examples & Samples

Set the overall vision and strategic Adopt and Expand plan for the Global Customer Success organization within Greater China region
Ensure the strategy and direction is integrated with overall Cisco and Global Customer Success organizational goals
Build and scale an integrated Global Customer Success Adopt and Expand organization within region
Represent the organization at the highest levels to prospective partners and customers
Empower and inspire the organization through effective communication and leadership
Be an inspirational role model by challenging and maximizing the strength of the Adopt and Expand team and aligning their efforts to the mission and vision of the organization
Serve as the lead spokesperson and ambassador for Adopt and Expand
Develop in region initiatives to drive results while integrating Demand Gen activities for all routes to market
Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
5+ years of experience with subscription and software offers
Experience integrating data and analytics into workflows and engagement processes
Demonstrated desire for continuous learning and improvement
Excellent executive level communication and presentation skills

Customer Success Manager Resume Examples & Samples

Enable active relationships with customers throughout their subscription lifetime, by working closely with other stakeholders (e.g., Sales, Marketing, Technical Support, Consultants)
Provide subject matter expertise to MongoDB Sales teams during pre-sales stage (e.g., Professional Services proposals, customer advocate follow-ups)
Conduct valuable onboardings (e.g., identify customer needs, potential challenges and risk factors, key project timelines)
Responsible for Professional Services delivery (e.g., project staffing, resource scheduling, progress check-ins)
Facilitate support escalations by working cross-functionally with Sales and Technical Support to build strong channels of communications with customers
Promote and encourage implementation of paid MongoDB features
Develop and implement best practices, processes and tools which can continually enhance MongoDB Customer Success Program

Customer Success Manager Resume Examples & Samples

Successfully execute client engagements and act as client point-of-contact for project related issues
Must be able to consistently meet project timelines and ensure client expectations are met and exceeded
Facilitate Account Setup, implementation, training, and ongoing account review and modification
Assist with the renewal process for annual renewal of accounts
Conduct frequent reviews with accounts to determine customer satisfaction and utilization levels
Provide client training and support of ON24’s proprietary webcasting platforms
Provide Event Management services as needed
At least 4 years of work experience in account management and client communications
A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
Strong Internet and Web technical skills including intermediate knowledge of HTML
Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint
A solid understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
Must be prepared to work occasional non-standard hours and occasional travel

Customer Success Manager Resume Examples & Samples

Review how customers utilize our software with an eye for ways to strengthen their relationship with Salesforce Quote-to-Cash
Review ways to increase adoption of Salesforce Quote-to-Cash with licensed users
Drive customers to upgrade to latest software
Engage more/higher-level executive contacts at customers
Maintain customer references
Manage contract renewals
Coordinate service engagements for customers wanting to expand their implementation via technical advice, product training, and Salesforce or partner implementation services
Run customer success office hours and webinars
Occasional travel to customer sites/events
2+ years of customer-facing experience with a hi-tech or software company. Previous experience in customer success, technical inside sales, consulting or customer service preferred
Excellent verbal and written communication with a high level of professionalism
Ability to easily develop relationships with new people
Ability to multi-task and handle matters with no supervision and with excellent follow up
Experience with Salesforce.com setup and user interface
Energized by making customers happy and successful

Customer Success Manager Resume Examples & Samples

Build and maintain direct relationships with key POCs and resources within each Agency
Establish and maintain lines of communication between Agency technical, business, and security resources and the ManTech project team
Drive improvements in the adoption of managed security services within ManTech’s Agency customer base
Gain visibility into Agency IT and mission priorities and help advise ManTech on Agency needs and constraints
Hold regular status meetings and exchanges with Agency and ManTech personnel to drive communications between all parties
Act as an escalation point for Agency service issues, incidents, and problems within the ManTech shared services operations team
Ensures customers have a good understanding of how our managed services platform works & how it can enhance their ISCM strategy
Should be comfortable talking with customers about migration and adoption challenges and concerns
10-12 years w/Bachelors Degree
07-09 years w/Masters Degree

Customer Success Manager Resume Examples & Samples

Facilitate Inquiry Management Process (80%): The Client Success Manager (CSM) is responsible for the day-to-day support of the client accounts. This includes making sure that client inquiries are fulfilled by SiriusDecisions Analysts. It also includes driving usage of services and ensuring that clients receive quality service while taking advantage of our products and solutions. Client satisfaction is critical to the Client Success Manager's success. You will schedule analyst inquiries with clients on a regular basis to discuss their key areas of focus, take detailed notes, create and map out solutions to support client needs and provide continuous follow-up
Uncover Up-sell/Cross-sell Opportunities (10%): The Client Success Manager will use active listening skills during client calls to help uncover additional client Inquiry, e-Learning, and Consulting needs. Once a need is identified, the CSM will properly disposition record in SalesForce and qualify and gain commitment to next steps with the appropriate Account Manager
Portal & Tool Support (10%): The Client Success Manager will help drive portal usage through effectively demoing the portal to clients on Introductory Kickoff calls. The CSM will also be the first line of support for both the portal tool and any portal research questions posed by our clients
A high degree of self-confidence and solid interpersonal skills are required to succeed in this role. The Client Success Manager will function as a trusted advisor to senior level business executives (CEO, CMO, VP Sales etc.) at global organizations working with them on a daily basis to help identify their strategic initiatives and work with the SiriusDecisions team to develop solutions to address these business challenges. In this role, the Client Service Manager is the liaison between our research analysts and clients and is mentored by a successful sales executive. This role provides the Client Success Manager with the ability to learn how B2B sales and marketing functions operate and how leaders of these organizations go about solving their daily business challenges

Customer Success Manager Resume Examples & Samples

Home-based position with travel. Candidates can live anywhere in the U.S. near a major airport. Ideal candidates will be located in the MidWestern U.S.**
Own overall service relationship with assigned customer maximize satisfaction, adoption, and retention
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
Manage enterprise level customer escalations with timely resolution and communication across all key stakeholder groups
Coordinate and participate in MMS optimization assessments to assist clients in maximizing the use of the BD products/Services to ensure ROI·
Work closely with Optimization Consultants to identify new opportunities and facilitate process improvement initiatives following initial optimization assessments
Monitor and facilitate customer’s adoption of our solutions and functionality
Ensure alignment of MMS product and service roadmap and customer technology initiatives with key stakeholders (particularly IT)
Provide MMS with an understanding of their overall business needs as they relate to our products
Act as Customer Advocate and represent the voice of the customer to BD teams
Ensure coordination and an overall consistent experience across the customer life cycle
Participate in the coordination of site visits, regional and national user groups as well as regional and national executive forums·
Provide up-sale leads to sales team
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
Work to identify and/or develop upsell opportunities
Program manage account escalations
Minimum Bachelor degree, ideally in computer science, nursing, or pharmacy MD
3+ years prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
Healthcare customer experience, ideally in healthcare IT, pharmacy and/or broader medication management experience
Excellent customer interaction skills,
Ability to effectively manage executives at all levels
Advanced negotiation and conflict resolution skills·
Proven ability to drive continuous value of product(s)
Detail oriented and analytical
Strong team player but still a self-starter, no one needs to push you to excel
Eager to learn, adapt and perfect your work; you seek out help and put it to good use
Proficient in Office software
Ideally, experience with Salesforce or other Force.com platforms
Prior experience in selling value added services at the executive level a plus
Must maintain a valid driver's license and meet BD's auto safety standards
Willing and able to travel over >50%
SJA
MSJA
LI-AB1

Customer Success Manager Resume Examples & Samples

Maintain and grow monthly recurring revenue for RingCentral's most valued customers
3+ yrs. direct and verifiable enterprise-level customer success experience
Driven by personal, team and company achievement with a commitment to excellence
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred
Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred
BS or equivalent education and relevant experience

Senior Customer Success Manager Resume Examples & Samples

Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium RingCentral customers
Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
5+ yrs. direct and verifiable enterprise-level customer success experience
Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
Excellent presentation skills – from small to large audiences
Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes

Customer Success Manager Resume Examples & Samples

Provides day-to-day activities between client and company personnel
Ensures customer satisfaction of information technology solutions by managing the details of overall project schedules and deliverables
Responsible for training customer on product and services as well as educating the customer on all available services within our Training Department
Leading large cross-functional teams through both direct-line and matrix management approaches for a Fortune 500 customer base (1 to 120 clients)
Prioritizing and driving multiple, complex objectives on both a single client and strategic client base as a whole
A wide degree of creativity and latitude is expected
May lead and direct the work of others
4-year college degree preferred
5+ years of successful strategic customer account management and development within the service industry, with particular emphasis in large account management to a Fortune 500 customer base
Proven ability to deliver a high degree of customer satisfaction through the effective implementation of services, as well as successful in scoping additional services opportunities through effective base penetration and client growth

Customer Success Manager Resume Examples & Samples

Organization and scheduling all implementation activities with the customer and technical services team Ensure delivery of scope of work implementation activities occur in a timely manner
Oversee the customer portfolio to ensure high levels of ongoing satisfaction
Provide regular project status reporting, capture meeting minutes, and track project plans through to final delivery
Manage a level of customer expectations to achieve final customer service and solution satisfaction
Coordinate multiple projects, with varying scope at different stages of the delivery life cycle
Develop and maintain effective working relationships with all internal and external stakeholders
Foster a positive, collaborative implementation team environment to leverage diverse strengths and expertise
Identify and mitigate realistic and potential roadblocks, escalate issues appropriately to enlist support
Be proactive in managing each customer’s business needs and environments while actively seeing opportunities to up sell, cross sell and generate referrals
Work collaboratively with the sales team to ensure subscriptions grow by identifying customers’ needs
Ensure renewals and drive long-term account growth. Implement customer programs that provide continued support for customers
Strong customer service orientation, adept at customer expectation management Sales/Account management experience
Technical capability to learn and become proficient with Clarity LIMS
Previous experience working in a research lab and/or knowledge of the life sciences market
Proven ability to build and maintain effective internal and external working relationships
Outstanding communication skills, both verbal and written
Advanced problem solving skills, ability to develop effective solutions to complex problems
Exceptional organizational skills, experience coordinating concurrent software projects in a high-pressure environment
Strong commitment to personal excellence, self-motivated, self-sufficient and resourceful
Basic level understanding of project management methodologies, processes, tools and techniques

Customer Success Manager Resume Examples & Samples

Establish and execute comprehensive recruitment classifieds marketing strategies, define key business metrics and success criteria and establish a process for monitoring goals in order to provide visibility to executive sponsors
Drive growth in client revenues to ensure success by working with customer to create recruitment classifieds advertising goals and measurable KPIs. Lead customer to a recruitment classifieds strategy that will ensure they achieve their goals
Provide expertise on the Adicio platform and to highlight key features and functionality allowing the customer to execute their recruitment classifieds strategies
Develop a trusted advisor relationship with customer sponsors such that all CareerCast actions are closely aligned with the customer’s business goals and strategy, allowing the full potential of their CareerCast solution to be realized
Track client contracts in our CRM and negotiate contract renewals using KPIs to highlight the effectiveness of CareerCast to ensure client retention and add on business
Drive usage and adoption of the CareerCast RevBoost Suite in a directive manner through: on-going usage reviews and account performance planning, engagement with multiple levels/teams within the customer organization, establishment of best practices and development of end-user outreach initiatives
Work within a driven and highly motivated team to provide a world-class client experience for some of the world's largest media companies
Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new Adicio platform feature releases
Proactively monitor and report on customer usage and success to internal teams
Create and deliver monthly reports to highlight customers strategic successes and provide ongoing recommendations for further optimization
Provide and offer solutions to critical problems for your customers issues and needs and apply those solutions to the CareerCast Suite
Organize and conduct on-boarding and trainings on the Adicio platform and RevBoost team, understand the customers recruitment classifieds goals and objectives, and define success metrics for full optimization
Stay informed of recruitment classifieds news, emerging technologies and competitor offerings in the recruitment classifieds space
Ensure that all customers derive maximum value from their investment in CareerCast
5-10 years of strategic enterprise account ownership, relationship management SaaS vendor
5-10 years of experience fully leading accounts and bringing strong business acumen
Proven effectiveness at complex client implementation and ability to influence the decision makers
Experience leading and fully owning accounts
Proven ability to lead clients to achieve their business objectives
Ability to form strong client relationships with all levels of the organization
Deep experience within online media, working with media companies
Proven effectiveness at leading and facilitating workshops/programs
Proven experience managing complex customer engagements
1-3 years experience in online media or SaaS
Excellent oral and written communication skills along with an ability to work with a broad range of internal and external clients
Strong interpersonal and communication skills and team oriented
Demonstrated customer-facing skills including expectation management, communication skills, information management

Customer Success Manager Resume Examples & Samples

Ongoing value validation of the InsideView value proposition and product features to audiences ranging from Sr. Executives to individual users
Collaboration internally with InsideView sales account executives to uncover account expansion opportunities
Leverage relationship-building skills to develop deep partnerships with top accounts
Build customer engagement across global customer deployment with multiple stakeholders – from operations and finance to sales enablement, account management and marketing

Customer Success Manager Resume Examples & Samples

Establish a trusted advisor relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business case and business strategy
Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations
Assist sales reps with ongoing efforts to manage existing customer relationships and respond to nonsales related inquiries
Act as the main interface between Product Management, Technical Support, and the customer for instances where escalation of critical product issues is required
Develop a complete understanding of Red Hat enterprise products and solutions
Work closely with the Red Hat Professional Services organization to hand over new consulting opportunities and facilitate transitions after implementations
Work collaboratively with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams
Ensure a seamless experience for the customer during product adoption and deployment by offering hand offs from sales through the customer onboarding to Consulting and Technical Support
Work and collaborate with marketing and PR teams to build customer referenceability
5+ years of account management or technical customer service experience, preferably within the enterprise software industry
Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering bestinclass subscriber value
Experience dealing with large customers and complex technical support issues
Demonstrated ability to manage critical customer support escalations
Excellent knowledge in common enterprise software applications and servers
Experience coordinating across functions, including, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations
Good understanding of technical support and professional services processes and workflows
Experience with Salesforce.com customer relationship management and case management solutions
Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
Familiarity with Red Hat's product portfolio and subscription business model
Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management
Excellent time management skills and the ability to prioritize your workload
Bachelor's degree, preferably in a business or technologyrelated discipline; master's degree is preferred
Fluent written and spoken English communication skills
Fluent in additional languages, such as French, German, Arabic, Dutch, Turkish, Spanish, ot Italian, is an advantage

Customer Success Manager Resume Examples & Samples

Understand the nature and culture of assigned customer accounts
Coordinate regular feedback and update calls with customers
Communicate with the Sales team for quarterly account reviews
Maintain oversight of cases and attempt to catch potential roadblocks early
Receive and respond to account escalation calls from customers and Red Hat sales account teams
Provide proactive notifications to customers
Previous customer service, help desk, or sales and pre-sales experience, preferably at a technology-oriented company
Demonstrated ability to learn new skills rapidly
Outstanding written and verbal communication skills
Ability to critically analyze and prioritize requests
Good planning and organizational skills
Ability to establish working relationships at all levels within an organization
Understanding of and passion for open source software principles

Customer Success Manager Resume Examples & Samples

Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business case and business strategy
Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues; minimize subscriber churn through education, coaching, and influence
Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts; educate the customer on key principles for a sustainable configuration
Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries; work collaboratively with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams
Act as the main interface between product management, technical support, and the customer for instances where escalation of critical product issues is required
Work closely with the Red Hat Professional Services team to hand over new consulting opportunities and facilitate transitions after implementations
Ensure a seamless experience for the customer during product adoption and deployment by offering hand-offs from sales through the customer onboarding to Consulting and Technical Support teams
Bachelor's degree, preferably in a business or technology related discipline; master's degree is preferred
Solid English language skills, both written and verbal
Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partners by delivering bestinclass subscriber value
Excellent knowledge of common enterprise software applications and servers
Experience coordinating across functions, including management, sales, customer support, professional services, marketing, and engineering to meet account performance objectives and customer expectations
Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps; familiarity with the Red Hat solutions portfolio and subscription business model

Customer Success Manager Resume Examples & Samples

Manage customer service queue backlog
Manage key business metrics that impact customer experience
Ensure quality standards are being met by the team
Builds a high-performing team by setting goals, delegating work, and holding the team accountable; develop and empower direct reports to make decisions and take action
Document known issues and solutions; ensures internal communication of problem resolutions and convey customer feedback to management
Communicate with key departments in support of customer issues and questions
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and orders
Control resources and use assets to achieve qualitative and quantitative goals
5+ years in customer support management, call center management, or help desk management experience
Ability to think strategically and serve in a leadership role
Experience in customer service, process improvement and management, staffing, analyzing information, and developing standards
Comfortable working with inexperienced or frustrated customers who may not be familiar with our products or procedures
Ability to work in shifts and outside normal India business hours
Solid organizational and problem solving skills
Goal-oriented with good teamwork, time management, and follow-up skills
Ability to work with minimal supervision in a fast-paced environment
Ability to interact effectively with internal and external partners, clients, and customers

Customer Success Manager Resume Examples & Samples

Leverage SAP tools, services, methodologies and best practices to support successful implementation
Understand and explain features and benefits of the product line as it relates to customer needs
Build trusted relationships with customer’s senior/strategic management, business and IT teams to deliver the SAP Enterprise Support portfolio in alignment with the SAP Enterprise Support and Preferred Care charter
Challenges arising from integration and transition between Cloud and On-Premise
Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production Down or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office or the Mission Control Center, the customer and any other parties involved
Proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Premium Engagement offering
Advisors are required to ensure that specific contractual deliverables are met. For example: Call schedules are in place, requests for assistance refreshing test instances are supported, etc
Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required
Excellent English language skills - Additional languages would be an advantage
Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred
An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.g. Cloud and On-premise)
Experience in working in global / virtual teams is an advantage
Experience and/or acumen of the following technologies and solutions

Customer Success Manager Resume Examples & Samples

Facilitate customer meetings and reviews, including quarterly feature reviews, and annual Health Check presentations
Communicate effectively with customers both verbally and in writing
Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities
Meet customer expectations by anticipating and helping in the resolution of their issues
Monitor customer interaction workspaces for customer feedback and opportunities for response
Review, document and track customer top issues
Monitor quality of work and identify opportunities for continual improvement
Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
Excellent English language skills, written and verbal.Additional languages are an advantage
Ability to lead requirements-gathering sessions
Knowledge of the SAP Enterprise Support and the included service offerings such as SAP Enterprise Support Academy, SAP Enterprise Support Value Maps and SAP Solution Manager is an advantage
Knowledge of SAP Success Factors is an advantage
2-4+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level

Customer Success Manager Resume Examples & Samples

Responsible for growing revenue via prospecting, qualifying, selling and closing from existing enterprise client accounts
Responsible for Quarterly & Annual Revenue Targets
Manage client relationship through all phases of the sales cycle Provide a consultative solutions sales process to prospects
Conducts one-on-one and group sales presentations
Responsible for tracking customer information, forecasts and reports
Develop and maintain prospect and customer list based on strategic marketing data and other sources for sales leads

Customer Success Manager Resume Examples & Samples

Manage a portfolio of high-spend and high-potential Publishing businesses by thoroughly understanding growth drivers, identifying opportunities for growth, managing risks and creating multi-quarter plans for achievement
Meet or exceed targets consistently, while prioritizing and delivering outstanding customer experience to PubMatic’s publishers
Develop an understanding of technical aspects of ad serving and SSP functionality
Experience working with high growth clients. Proven success building relationships with and influencing the perspective of decision makers
Creative, independent problem solver, with proven ability to reason through a large, ambiguous problem
Strong process management and analytical skills, making it easy to juggle multiple client needs and projects
Interest in working against an assigned quota and driving sustainable growth

Customer Success Manager Resume Examples & Samples

Provide client relationship management for all assigned clients
Assist clients to expand their usage and adoption of Adobe digital marketing products
Be a trusted advisor to enable clients to apply our tools to achieve their business objectives
Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable
Ensure that every client contract is renewed
Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed

Customer Success Manager Resume Examples & Samples

Manage all post-sales interactions with customers through strong relationship-building, product knowledge, planning and execution
Increase customer satisfaction by addressing challenges they are facing with respect to our product, understanding their domain and sharing inputs to use the product
Deliver a proactive customer contact strategy including project plans to drive deployment, change management and product adoption
Deliver continuous and routine communication with customers to develop manageable action plans to further and enhance our customer partnerships
Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner
Manage customer expectations and develop strong understanding and acceptance of our Value Proposition and Customer ROI
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Be the customer’s advocate for feedback and changes into the functional areas they impact
Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers
5 - 6 years of Account Management, Project management & Customer engagement required
Proven experience in a customer facing roles. Should have worked with customers in managing customer requirements, delivering and deploying a software solution, technical issue resolution and escalation management at both the business owner and executive levels
Should be able to engage with the customer in a technical discussion to understand the issues the customers are facing and provide solutions
Organized and reliable; able to work independently with little direction when necessary
The ideal candidate is hands-on and results-oriented person with strong communication and problem-solving skills
Hands on technical knowledge of Software as a service and Web based products
Understanding of web technologies, web servers, etc
Understanding of eLearning domain is desirable
Exposure to content creation tools like Adobe Captivate and Adobe Presenter desirable

Customer Success Manager Resume Examples & Samples

Serve as primary point of contact for assigned clients within sales territory
Establish strong customer relationships to gain trust and open communication
Partner with sales team to provide insight on cross-selling opportunities
Work with customers to process add-on, transfer and re-bill site orders
Ensure the implementation backlog and cancellation queues are being processed (in conjunction with product management teams)
Conduct new and expansion client welcome calls for assigned sales team
Provide sales support with focus on consulting and training upsell process
Manage billing and support escalations through to resolution for existing clients within assigned sales division
Provide overall account management through contract inception, implementation and renewal
Develop strong inter-company relationships and work proactively to coordinate client needs, resolve issues and ensure client satisfaction
Minimum 2 years of experience in a sales, customer service or account management role
Demonstrated success in driving and/or maintaining customer satisfaction
Property management industry experience a plus
Ability to multi-task and prioritize needs across all assigned accounts
Ability to understand and manage client expectations
Ability to work closely with key support groups in the RealPage organization to resolve client issues
Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
Persuasive, encouraging, motivating, and friendly personality
Physically able to participate in training sessions, presentations, and meetings
Ability to work extended hours as needed (may be required)

Customer Success Manager Resume Examples & Samples

Ensure customers derive maximum value and benefits with their investments in Ellucian products
Continual communication with customers regarding current and upcoming product features and how these can be utilized by customers to address their business needs
Proactive communication with customers to evaluate overall satisfaction and identify upcoming needs
Oversee the transition from professional services to customer success upon solution go-live and work with both the customer and professional services to implement a post-go live plan to support continuous process improvement of both the product and its aligned business processes
Provide input to professional services regarding the analysis and planning of services hours and implementation plans to deploy the solution

Customer Success Manager Resume Examples & Samples

Define and document the customer’s business objectives and definition of success (ROI). Gather baseline metrics and work with customer to calculate and demonstrate success with the Oracle Cloud Solutions
Partner with the rest of the account team to develop successful account strategies and plans that direct company resources to maximize retention and sales within assigned accounts
Ensure accounts are updated on new product features and have developed a roadmap to implementation
Educate clients on the value of the overall solution and encourage optimal utilization
Collaborate with Oracle’s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Client Referral program
Present the Oracle value proposition as well as product features and functions to audiences ranging from Senior Executives to technical stakeholders
Facilitate relationships across various client teams, brands, and/or departments to further strengthen Oracle’s partnership with customers
Be an expert on the customer’s CX/ HCM/ ERP strategy and the go-to person for their strategic business direction for the specific SaaS solution
Provide best practices and industry benchmarking
Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client
Develop and maintain extraordinary relationships with clients to ensure their satisfaction and retention while helping to grow our incremental revenue
Act as a point of escalation for your customer’s critical issues
Significant experience with cloud-based/SaaS solution offerings and a passion to communicate their value to clients
Driven to provide a Best in Class customer experience
10+ years experience of the following :- CRM/HCM/ERP applications and/or providing strategic advisory/account management services
Experience in working in a business consultancy role
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external stakeholders including senior level executives, legal, technical, finance, support, sales, and marketing experts
Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
Excellent organization, time management, and communication skills
Team player who will work within the company to continue improving the way Oracle serves its customers
Bachelors degree or equivalent experience in computer science, business, or related field
Someone who can rapidly sort out “fact from fiction” in any situation
The ability to influence, facilitate and juggle a number of competing issues at any one time
Experience in setting IT Strategy and leading business organizations through change / implementation cycles is desirable
Experience leading the implementation of enterprise-class, mission-critical applications desirable
A technical background ideally with Oracle experience is desirable
Experience in driving user adoption is desirable
Fluency in Spoken and Written English and Arabic

Customer Success Manager Resume Examples & Samples

5+ years experience of the following :- CRM/HCM/ERP applications and/or providing strategic advisory/account management services
Fluency in Spoken and Written English
Fluency in additional languages a definite asset e.g. Arabic

Customer Success Manager Resume Examples & Samples

Commitment to mastering the DMP to create and troubleshoot data integrations
Initiate and maintain professional partnerships with colleagues across ODC
Development towards client interactions and ownership
Continually learn and stay updated in the rapidly growing and changing world of Data as a Service industry
Demonstrated excellence and achievements in your field and are now looking for a career change
Possess amazing desire to deliver unbridled customer satisfaction
Attitude is your best attribute, you like to learn, and want to be challenged

Customer Success Manager Resume Examples & Samples

5+ years’ experience in a customer facing, Customer Success Management, Account Management, Business Analyst, Sales Support or equivalent role
Experience with Salesforce or other CRM platforms
Proficient in MS Office software
Prior experience in closing sales deals at the executive level a plus
Previously responsibilities have included customer satisfaction, adoption, and retention
You have a “customer first “mindset bordering on the obsessive!
Previous experience executing Enterprise Business Agreements (EBA’s) or Service Level Agreements (SLA’s)
Previous experience driving all post-sale account management activities and customer relationship development
Previous experience providing strategic advisory services and coordination of support to maximize a customer’s return on investment in Autodesk solutions
Previous experience helping customers innovate more quickly and gain a competitive advantage in the marketplace
Ability to travel as required
Proven ability to drive continuous value of our product(s)
Previous experience implementing software applications and/or providing strategic advisory services and account management services
Previous experience with cloud-based/SaaS solution offerings
IT industry experience preferred, with a client focus
Highly collaborative, strong interpersonal, listening and relationship building skills; demonstrated customer focus mentality
Strong organization, planning and time management skills
Proven client relationship management skills at a senior level
Ability to problem solve and bring timely resolution to issues
Knowledge, understanding and keen interest in technology
Bachelor’s degree or equivalent experience in computer science, business, or related field
(Masters preferred)

Customer Success Manager Resume Examples & Samples

A minimum of 2 years experience in sales, account management or a related field
Proven ability to interact, train and support clients
Self-motivated with excellent organization and follow-up skills
Ability to efficiently leverage staff in other functions to help you make quota
Must be able to quickly learn and use our technology tools, including salesforce.com

Customer Success Manager Resume Examples & Samples

To comply with the Company’s information security and data protection policies and the Company’s Integrated Management System (IMS) at all times
To follow all instructions as laid out within the IMS and local instructions offered by management
To study and be aware of relevant controls and instructions as highlighted within the IMS
To agree to utilise and manage all assets as stipulated
To report security and data protection events, incidents, or concerns via the standard reporting procedures as set out in the IMS
To partake in on-going security and data protection competence tests as required
To maintain at all times the confidentiality of all the company’s privileged data and secrets, and not to divulge the same
An extensive knowledge and proven background in AML is an essential requirement of this role
BA/BS or equivalent experience
Extensive demonstrated background and experience in Customer Success or related role within a solutions-oriented sales environments
Strong track record of exceeding results and partnering with a sales organisation
Experience of Project management disciplines
Technical literacy and a basic understanding of Web services and API’s
Ability to effectively network both internally & externally
A self-starter who can work in an innovative environment, manage change and do what is required to deliver exceptional performance
Must be proficient in MS Office applications

Customer Success Manager Resume Examples & Samples

Manage a set of accounts to understand customer health and satisfaction
Monitor product usage to understand and drive product adoption
Analyze data and identify metrics to trigger proactive customer outreach
Work with Account Manager to maintain positive renewal health
Monitor customer-related activities (e.g. customer onboarding, upgrades, etc.)
Develop relationships with customers and serve as an escalation point for issues
Identify potential upsell opportunities within current accounts and escalate to the Account Manager
Build relationships and coordinate with other groups across kCura to proactively connect SMEs with customers
5 years of customer-facing support in the software industry
3 years of eDiscovery and/or litigation support experience
Expertise managing large, complex accounts in a customer facing role
Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
Strong analytics, organizational, and project management skills
Ability to “think outside of the box” to creatively address customer challenges and needs as needed
Enjoys working as part of a team in a collaborative environment
Experience in the software technology sector

Customer Success Manager Resume Examples & Samples

3+ years working in a customer-facing role, ideally in a consulting, account management, or other post-sale role at a technology company
Ability to understand complex regulations and communicate them clearly and concisely
Strong empathy for customers

Customer Success Manager Resume Examples & Samples

Develop a trusted advisor relationship across a variety of functions and roles, including executives, decision makers, product managers and functional users
Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on customer investment
Ensure renewals, identify and prioritize growth opportunities, and drive revenue through expansion/upsell
Collaborate with internal functional counterparts to enable customer marketing, product roadmap, and overall communication
Understand all aspects of TIBCO Reward functionality and perform demonstrations/training for new users within a customer’s organization
Advocate for customers internally to ensure utmost customer satisfaction
Act as a thought leader and subject matter/product expert
3-5 years experience in customer success, project management and/or account management in a professional services SaaS environment
Experience in Loyalty, Retail & Marketing is highly preferred
Experience in pre-sales and/or support a plus
Outstanding interpersonal and communications skills to maintain strong relationships with customers and colleagues
Detail oriented and strong ability to prioritize and multitask
Strong written and verbal communication skills that allow you to communicate at all levels of an organization
Technical aptitude. Ability to develop strong understanding of Reward product offerings, market dynamics and industry trends
Experience managing all phases of the SaaS lifecycle, working with technical products and facilitating between technical and business teams

Customer Success Manager Resume Examples & Samples

Serve as the primary point of contact for customer throughout the customer life cycle from Point of Sale to replenishment & re-contracting
Assume responsibility for PaaS adoption and issues escalation
Performing rapid assessments of client’s internal technology landscape and targeting use cases and deployment targets based on PaaS technology
Drive effective PaaS adoption and utilization through collaborative effort with Oracle stakeholders such as Sales, Sales Consulting, Oracle Consulting & specialist Technical teams
Prepare and educate customers on new PaaS features and releases through product appreciation sessions and Webcasts
Minimum 10 years in an external customer facing role, preferably with past sales experience
Demonstrated experience in selling & positioning Database, Middleware and other PaaS offerings
Enthusiasm, energy and ability to evangelize and expanded the footprint of installed base in the public cloud platform
Experience in a customer-facing, role such as consultant, solutions engineer or hands on CSM in the Cloud ecosystem

Customer Success Manager Resume Examples & Samples

Establish strong relationships with executive sponsors and key contacts within customer organizations
Build knowledge and expertise of customer organizations and their WFM plans and objectives and monitor progress against those objectives on an ongoing basis
Develop success plans that outline customer’s critical business issues and workforce management plans and develop success metrics to measure progress
Provide guidance in best practice and identify optimization opportunities
Monitor and track customer health
Proactively identifies challenges and opportunities to secure role as trusted advisor and business partner
Understands the key drivers of business value for customers, demonstrates value, and emphasizes the ROI, as well as, servers as trusted advisor to better utilize Kronos’ solution
Prepares and conducts regular Business Reviews with assigned customers
Stays abreast of product enhancements and updates, constantly integrating into appropriate client plans
Drives product adoption and ensures that assigned clients leverage and adopt new features and functionality
Identifies and passes x-sell/up sell opportunities within existing customer base for Sales Rep(s) to close
Identifies and eliminates at risk accounts by implementing mitigation strategies with sales team collaboration
At least seven years’ professional experience with Customer/Relationship Management or Account Management required
At least five years’ professional experience with cloud computing, hosting, SaaS environments required
Extensive professional experience in establishing and cultivating long-term relationships
Excellent written/verbal communication and presentation skills
Highly motivated individual who understands and values a team environment
Multi-lingual a plus (Spanish, Portuguese, Chinese, French)
Experience working with senior and executive management
Willingness to travel up to 25%

Customer Success Manager Resume Examples & Samples

Manage client relationships, develop new business from existing clients and actively seek out new clients
Achieve revenue growth goals for assigned accounts
Provide training & support to existing clients across specified product portfolios
Conduct and present onsite needs and business impact analysis for strategic accounts
Support client hotline and live chat features during assigned times
Renew existing business and growing the dollar values of current accounts
Assist with prospecting efforts to find new business opportunities via phone calls
Articulate to prospects the value proposition of every CQ Roll Call product
Provide forecasts and reports to management
A minimum of 3 years experience in sales, account management or a related field

Customer Success Manager Resume Examples & Samples

Manage adoption for a number of Centrify Customers using Centrify Identity Service & Centrify Privilege Service
Monitor customer utilization and drive customer usage to increase value and revenue
Conduct on-going usage reviews and account performance planning, engagement with multiple levels/teams with the customer organization, establishment of best practices
Regularly analyze and present common customer feedback on the end-to-end product experience to the rest of the organization
Keep the customers informed of key Centrify features that may be critical to their success including items like Product Roadmap, new product releases, customer events
Advise Sales of Up Sell Opportunities when identified
Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimization
At least 2 years of experience in Cloud, SaaS software, and Identity and Access Management is preferred
2-3 years of relevant work experience in client-facing roles for technology companies
Excellent written and oral communication skills with all levels of the organization
Technology background and interest is required
High attention to detail and able to oversee multiple customers simultaneously
Demonstrate facilitation and presentation skills for both local and remote presentations and training
Basic familiarity with Office 365, SAML, Mobile Device Management (MDM), Active Directory, DNS, SSO
Extremely proactive, highly organized and ability to manage multiple tasks
BA/BS degree or 4 years of relevant work

Customer Success Manager Resume Examples & Samples

Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
Become an expert on the customer’s Apttus deployment and the go-to person for their strategic business direction
Educate customers on the value they can generate from the power of their Apttus solution
Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Apttus’ partnership
Gather customer product feedback and communicate with product management to shape product roadmap development
Become the customer’s Trusted Apttus Advisor by helping them understand the product usage, adoption, value creation and benefits
8+ years experience implementing software applications and/or providing strategic advisory services and account management services
Extensive business process management experience and expertise – ideally in the areas of Quote to Cash or Contract Management
Working knowledge of one or more of the following business areas

Customer Success Manager Resume Examples & Samples

Develop a consultative customer relationship with each of your accounts, becoming a trusted advisor for the customer and the event
Be the point of contact to ensure onboarding, adoption, and continued engagement is successful
Establish clear, detailed plans for each customer, including actionable items and measurable goals in order to track success metrics
Build and maintain strong relationships at all levels of the customer organization
Advocate for the customer by ensuring their needs are being met, clearly communicate roadblocks to the team
Actively communicate product updates and relevant features to your customers, setting expectations and managing their experience

Customer Success Manager Resume Examples & Samples

Minimum 5-7 years of experience in account management, professional services or enterprise customer service
Creative problem-solver with great attention to detail
Proactive and results-oriented, with strong prioritization skills
Demonstrated experience with network and security technologies
BA/BS preferred
Certifications such as CISSP, CISM or any relevant SANS GIAC

Customer Success Manager Resume Examples & Samples

Assist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries
Educate the customer on core principles for a sustainable configuration
Communicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalated
Develop a complete understanding of Red Hat's portfolio of enterprise solutions
Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams
Background in dealing with large customers and complex technical support issues
Fluent English and Swedish language skills with the ability to communicate in a business environment
Bachelor's degree, preferably in a business or technologyrelated discipline; master's degree is a plus

Customer Success Manager Resume Examples & Samples

Develops and maintains a Customer Success Plan with a select group of named accounts to ensure the successful and broad adoption of Autodesk solutions
Minimum 1-2 years working in customer-facing organizations
You want to help and serve our customers: They win, so you win
You’re driven: No one needs to push you to excel; it’s just who you are
Fluency in English and German

Customer Success Manager Resume Examples & Samples

Build long term, sustainable relationships at multiple levels of a customer organisation and strategically manage the success of defined accounts
Act as a direct point of contact within GCS for the customer and account team to drive resolution of product and support issues, and communicate within the organisation to meet the customer’s needs
Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates
Manage a portfolio of customers and make certain a high level of satisfaction with GCS is achieved
Implement and execute processes to streamline issue investigations and reduce friction
Remove impediments/blockers in order to keep issue investigations moving forward
Work with customers to anticipate potential problems and address them so they do not become an issue
Continually seek opportunities to increase customer satisfaction and deepen client relationships
Understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met
Work with Pega Product Management, Engineering and GCS to define, maintain and leverage account health indicators. Provide regular status reports to stakeholders on progress against established goals
Work with Pega GCS engineers and Consulting to drive customer feedback into Product Engineering
Serve as a trusted advisor to both internal and external customers to ensure quality of execution of support services
10+ years of relevant work experience ideally with 3-5 years of either strategic enterprise account management, consulting experience or a technical lead role
Advanced oral and written communication skills, leadership and poise in pressurized situations
Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture
Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
Bachelor’s Degree in Computer Science, or equivalent
Proven ability to interact directly with customers at all levels
Proven effectiveness at leading and facilitating customer meetings and workshops
Possess strong presentation skills and credibility with all levels of customer organisations

Customer Success Manager Resume Examples & Samples

Understand the nature and culture of the assigned customer accounts
Fluent Japanese language skills
Ability to critically assess and prioritize requests

Customer Success Manager Resume Examples & Samples

Lead the development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators
Manage overall post-sales relationship with assigned accounts
Monitor post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy
Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings
Lead the development and measurement of key performance indicators for identified accounts to establish a baseline as well as continued reporting capabilities on outcomes achievement
Work with customer advocacy team to develop customer specific case studies and references to share covered account’s success
Achieve customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
Provide timely updates to sales team about potential commercial opportunities at customer site
Bachelor’s Degree from an accredited university or college in business discipline
At least 5 years of experience in software or high tech marketing, commercial operations, sales, or service
Portuguese and English Language Fluency

Customer Success Manager Resume Examples & Samples

Account Startup
Facilitate Consumption
A sound knowledge of telecommunications and internetworking technology
Must have a demonstrated ability to accurately perceive customer and internal relationships as well as an intense desire to turn negatives into positives on behalf of Cisco
Team-building, organization and time management skills are required
Value messaging and management, sales skills/experience, driving strategic change/improvements for customer and Cisco
Process development, consulting or technical services experience required
Skilled in leadership and influence of virtual, cross-functional teams, with , program management, and quality management experience preferred
Diversified customer relationship development and interface management
Education or equivalent experience: 4 year Engineering, Computer Science, or Business degree, Masters such as MBA preferred
Industry certifications a plus (e.g. ITIL, PMP, COBIT, Six Sigma)

Customer Success Manager Resume Examples & Samples

Provide client relationship management for all inbound client calls
Follow up on outbound proactive communications to customer base
Manage Customer Disposition reporting as needed
Assist clients to expand their usage and adoption of Adobe digital marketing products by engaging Product Specialists and/or other internal resources
Be a trusted advisor to enable clients to apply our solutions to achieve their business objectives
Work closely with Sales Executives and with other internal resources (consulting/project management/engineering services/customer support/renewal specialists/product specialists) to be sure mutual objectives are met in support of client satisfaction
Communicate consistently with clients throughout the customer lifecycle, escalating important issues where needed
Identify growth opportunities and engage appropriate sales resources
Minimum 1-2 years of demonstrated exceptional customer management from previous employment; Minimum 1-2 years of experience working in an Enterprise environment
Identifying growth opportunities
Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and well, and know when to rely on internal resources to assist
Strong conflict resolution and negotiation skills
Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs
Exposure to a variety of data driven systems and databases such as MS Excel, Sales-Force, etc
Ability to work efficiently on MS Office applications – Excel, Powerpoint, Word
Ability to manage in an environment of ambiguity with diverse stakeholders
Experience with digital marketing solutions and services, including but not limited to web analytics, web optimization, and/or content management solutions (preferably Adobe's Digital Marketing suite of products)
Education,
Bachelors/ Master’s Degree and/or Advanced Education
Experience with client business development
Experience in working with a Partner-based ecosystem
Demonstrated exceptional technical skills from previous employment
Prior customer success management and/or account management experience
Prior experience with customer support in a software company
Consulting experience

Customer Success Manager Resume Examples & Samples

Curiosity – A desire to dig in, comprehend, and coalesce
Collaboration – Take action for the greater good of the organization and share across boundaries
Decisiveness – Make appropriate decisions and hold others accountable for their deliverables
Detail Orientation – Natural keenness for attention to detail
Knowledge of OEM 11g, OEM 12c or Nagios is desireable
Strong Oracle Enterprise Linux or RedHat knowledge is desireable
Able to influence cultural change and gain buy-in and support
Ability to operate under pressure with an extreme attention to detail is required
Experience working in a fast paced environment with short iterations while maintaining high quality deliverables
Capable of working in an environment that is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization
BS or higher in Computer Science, Engineering or a related field
Individual should hold at least eight years of related experience

Customer Success Manager Resume Examples & Samples

Build knowledge and a thorough understaning of the customers organization and their WFM plans and objectives and monitor progress against those objectives on a continuous basis
Develop success plans that outline the customer’s critical business issues and workforce management plans, and develop success metrics to measure progress
Provide guidance in best practices and identify optimization opportunities
Monitor and track customer health, utilizing internal tools
Proactively identify challenges and opportunities to secure the role of trusted advisor and business partner
Understand the key drivers of business value for customers, with an emphasis onROI, to better leverage the Kronos solution
Prepare and conduct regular Business Reviews with assigned customers
Stay abreast of product enhancements and updates, continuously integrating into appropriate client plans
Drive product adoption and ensures that assigned clients leverage and adopt new features and functionality
Identify and communicate cross-sell/up-sell opportunities within the existing customer base to the Sales organization
Identify and eliminate at-risk accounts by implementing mitigation strategies with cross-functional collaboration
Collaborate closely with the Customer Success Team members to share information, help team members with inquiries, and continue to help the team grow and be successful by offering new ideas and suggestions
At least seven years’ professional experience with Customer/Relationship Management required

Customer Success Manager Resume Examples & Samples

Manage a set of clients to understand customer health and satisfaction
Monitor product usage and adoption to maintain overall customer success
Build relationships and coordinate with other groups across kCura to proactively connect SMEs with clients
Monitor client-related activities (e.g. customer onboarding, upgrades) to ensure timely delivery
5 years of client-facing support in the software industry

Senior Customer Success Manager Resume Examples & Samples

Accountable for up managing multiple fast-paced projects at largest US service provider customer account(s)
Responsible for the renewal and expansion success of all assigned account(s). You ensure that the customer derives maximum value from their investment in Gigamon, utilizes all of their features and licenses, identifies new opportunities, and collaborate with Sales to ensure growth and expanded footprint
Partner with Resident Support Engineers, Sales Engineering, Designated Support Engineers, PLM, Engineering, Customer Success engineers and Sales to manage account(s) and ensure success of new customer use-cases
Work closely with the customer and account team to identify a roadmap to success that drive measurable ROI, solve their current problems, and achieve their business goals
Effectively network an account from the C-level down to the day-to-day operator in order to achieve successful execution of the customer’s business use-cases
Develop a comprehensive understanding of the customer’s industry business challenges and objectives in order to effectively develop a Gigamon solution to address their needs
Identify risks to the customer achieving their desired success and business objectives and mitigate accordingly
Serve as a customer advocate in driving Gigamon best practices into each desired use-case
BA/BS Degree, preferably in a technical field such as CSE or EE (MBA or advanced engineering degree preferred)
Minimum 10-15 years’ relevant work experience, with a track record of strong customer relationships and rapport
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization in order to effectively ensure change management
Proven track record of revenue generation within assigned accounts
Expertise managing large complicated accounts and projects at the all levels
Ideally combined background of pre-sales and post-sales experience
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict
Strong knowledge of business processes and applications
Experience dealing with large tier 1 service providers
Working knowledge of the Software Development Lifecycle (coding experience may be useful)
Travel Approximately 40%

Customer Success Manager Resume Examples & Samples

Act as primary point of customer contact for assigned accounts
Establish and build strong customer relationships that allow for open communication and trust
Coordinate the resolution of customer issues and Service Requests for assigned customers
Facilitate periodic (weekly, monthly, semi-annually) conference calls with customer personnel to understand customer satisfaction, use of RealPage products, open issues and opportunities for additional RealPage products
Work closely with RealPage departments to coordinate customer needs, resolve issues and ensure customer satisfaction
Work closely with Sales and Finance on issues regarding renewals, credit status, accounts receivables and collections
Assist with periodic Customer Business Reviews (CBRs) for assigned customers as appropriate
Grow business by anticipating customer needs and providing a high level of customer service
Identify areas within RealPage where process improvements will streamline functional areas and improve the customer experience
The idea candidate will have either a minimum of 15 years in account relationship management with proven ability to retain and grow accounts or a minimum of 15 years of industry experience on the property management client side
Demonstrated outstanding customer relationships at all levels within the customer’s organization
Prefer understanding of property management industry experience at both corporate and property level
Prefer understanding of SaaS industry and technology (4-6 years experience in SaaS)
Understanding of RealPage products and services is preferred (4-6 years experience with RealPage products)
Ability to work with a wide variety customers and personalities
Outstanding documentation and follow-up capabilities required
Ability to understand and manage customer expectations
Ability to work closely with all levels of the organization and to elicit cooperation from a wide variety of sources, including upper management, customers and other departments
Ability to take ownership of assigned customers
Ability to recognize and escalate issues and risks as deemed necessary
Strong and consistent leadership skills
Ability to travel as required by customer (typically 20% to 30% nationwide)

Customer Success Manager Resume Examples & Samples

Beginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutions
Work and collaborate with marketing and PR teams to build customer referenceability
Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber value
Excellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focus
Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management
Outstanding English language skills with the ability to communicate in a business environment
Bachelor's degree, preferably in a business or technology-related discipline

Senior Customer Success Manager Resume Examples & Samples

Rapid time to value for new Gigamon deployments
Optimized use of Gigamon technology
Quick and effective problem resolution
Successful services renewals
Overseeing the post-Sales Customer Relationship: Build strong, trusted advisor relationships with key customer contacts to deliver Top Account services
Managing Onboarding: Oversee the successful onboarding of new customers if they are purchasing and deploying Gigamon technology for the first time
Deployment Planning: Coordinate the work of technical team members during deployment planning to assure upcoming Gigamon installations meet customer needs and use Gigamon best practices
Transfer of Information: Oversee the development and transfer of customer-specific information about new software releases, bugs fixed, known issues, feature requests, and best practices
OS Upgrade Planning and Assistance: Coordinate planning efforts and technical team assistance for OS upgrades, including MOP creation and procedure review
Service Review: Deliver regular support case history information to your customer
Escalations: Identify situations that require escalations extending beyond standard support. Work with internal escalations team to assure customer needs are met
The ideal candidate will have spent many years in a customer facing post-Sales role, ideally providing professional services, customer escalations, or customer success functions in a technology-related field such as network switching, security, cloud/SaaS, or network monitoring
Strong communication skills (speaking, writing, listening) in both an internal, business partner, and customer facing role
Applications/Tools (Optional but nice to have): Experience working with SalesForce CRM and Customer Success software services like Gainsight
BS degree in a related field
Optional: Project management certification

Customer Success Manager Resume Examples & Samples

Consultatively engage with customers to ensure successful implementation of Fluke systems, both hardware and software
Provide ongoing product training for customers within client portfolio
Effectively grow customer accounts through consultative selling of products and deep knowledge of customer needs
Ability to quickly learn new Fluke solutions and immediately contribute with training, deployment and adoption to ensure customer success, driving continued investment
Maintain current awareness and understanding of industry trends, technical developments, and regulations that may impact revenue
Effectively communicate customer needs and expectations to appropriate Fluke business groups (voice of customer)
Bachelor Degree in an Engineering discipline or equivalent Industrial experience is preferred
Software sales and account management experience is preferred
Multiple years of customer facing work experience in Industrial setting is preferred, typical background would be having interfaced with: plant engineer, reliability engineer, maintenance manager, maintenance technician, field service technician, reliability consultant, preventative technician or equivalent
Basic knowledge of industrial machinery, such as; motors, pumps, compressors, switch gear, electrical distribution panels, transformers, etc
Strong interpersonal skills and strive to maintain solid relationships with your customers and your colleagues
Excellent oral and written communication skills including formal presentation skills before both small and large groups
Experience researching, diagnosing, and resolving customer problems to overcome issues
Demonstrated ability in problem solving and negotiation with emphasis on closing the sale
High initiative, strong work ethic with an ability to work well under pressure, well organized with an ability to multi-task and prioritize appropriately
Must have a professional attitude exercising confidentiality as needed and demonstrated ability to work with appropriate sense of urgency and a drive for results
Strong time and project management skills and multi-tasking capability
Taking responsibility for and making every effort to resolve communication, trust and respect concerns and problems
Demonstrated sales abilities with presentations, relationship building, and customer support functions is preferred

Senior Customer Success Manager Resume Examples & Samples

Work closely with Sales Executive and consult with other team members (consulting/project management/engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction
Maintain client contact and provide status updates for all outstanding issues
Manage client expectations, keeping clients satisfied and expectations realistic
Coordinate with customer support to ensure timely closure of quality issues
Coordinate and provide project management for professional services requests
Fully understand client requests, documenting and engaging appropriate resources

Customer Success Manager Resume Examples & Samples

Lead and participate in activities that drive product adoption (Creative Cloud/Document Cloud) and customer satisfaction
Proactively manage and address customer issues throughout the deployment process and the duration of the customer lifecycle
Fully understand customer requests, document and engage appropriate resources
Identify additional services and solutions opportunities with account team members
      Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
Drive ongoing cadence with customer to report on KPIs and to raise awareness of Adobe news and events
Share results and actionable items with cross-functional stakeholders
Technical degree or equivalent
Strong experience with Adobe’s Digital Media Solutions (Creative Cloud and Document Cloud)
Knowledge of Web development workflows
Knowledge of graphic design workflows
Knowledge of multi-channel publishing workflows
Knowledge of Work In Progress creative workflows

Customer Success Manager Resume Examples & Samples

Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement
Ensure the transfer of product knowledge to the Field sales teams by working with Learning Consultants and conducting selected joint customers calls
Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development
Provide product market feedback to in house teams on a bi-weekly basis
Work with in-house teams to identify targets for digital pilots
BA or BS degree
Flexibility and adaptability to change
3-5 years of successful direct sales, marketing or editorial experience
Demonstrated understanding of and comfort with computer based technology
Effective oral and written communication skills
Strong training / presentation skills
Ability to communicate clearly in virtual and in-person settings
Evidence of strong customer orientation and ability to form and build effective customer relationships
Ability to travel overnight; must be able to travel by both auto and air

Customer Success Manager Resume Examples & Samples

Develop a fool-proof success plan to ensure organizational adoptions and expansion of our product
Establish and grow relationships with executive sponsors and decision makers
Collaborate with HQ to implement and execute various Customer Success programs in Japan
You have 5 years of account management experience from a high tech company-ideally with Marketing Automation, CRM or related applications (i.e. ERP systems) in a SaaS environment
You have experience developing strategies on assigned accounts to fully leverage technology solutions
You have led projects from conception to closure, and have experience leveraging internal resources to get things done
You know how to build trusted relationships with executive sponsors and end users
Advanced English proficiency to collaborate with teams in HQ and overseas

Customer Success Manager Resume Examples & Samples

Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s virtual assistant roadmap and subsequently managing the activities to achieve the roadmap milestones
Analysis of solution performance data to identify new opportunities supported by return on investment data and presenting meaningful business reports to customer to drive account growth
Leading dialog design initiatives based on data analysis and observations of end-user customer experience
Coordinate and manage internal and external client meetings
Experience in delivering Managed Services for a SaaS company
Customer-facing experience, preferably in service management or custom application delivery role
Experience with technical project management
Multi-project management; long-term relationship management; coordination of business experts, developers and testers; cross-company collaboration
Excellent oral and written communications skills, including ability to make technical presentations
Very detail-oriented and computer literate with proficiency in working with multiple desktop applications, including strong Excel skills, and ability to quickly learn in-house software
Proven ability to learn quickly
Consistently demonstrates an ability to be adaptive, optimistic, creative, and intense
Self-starter with proven organizational and problem-solving skills
Be able to work with a minimal amount of direction / supervision
3+ years customer-facing experience, preferably in a service management or custom application delivery role
4+ years in a role performing content or dialog management design and implementation
2+ years in a role involving defining problems, collecting data, establishing facts and drawing conclusions and presenting solutions
Multi-lingual

Customer Success Manager Resume Examples & Samples

EDUCATION: Bachelor of Science in Business, Electrical Engineering, or related technical discipline
EXPERIENCE: At least 5 years of experience in customer account management or similar customer service role
Technical or high level understanding of multiple customer industries, products and environments such as Aerospace/Defence, Wireless Mfg, Semi-conductor, IoT, etc
Excellent communication (oral and written), interpersonal, organizational, and presentation skills
Experience managing big data analytics, data & trend analysis, and financial analysis
Experience with an advanced understanding of CRM & ERP systems and databases
High degree of proficiency in the MS office suite, particularly Excel & Power Point
Able & willing to travel periodically as the job requires
Ethical, fair and of high integrity

Customer Success Manager Resume Examples & Samples

Maintain a deep knowledge of client industry, product and role in the market
Works with the customer during the last part of the sales process to roadmap and schedule the implementation process
Assist in product recommendation, client onboarding, new-client implementations and training to endure client experience is seamless and consistent
Stay proactively engaged with client to ensure product or service is functioning as intended and adding expected value
Track success through metrics such as client engagement scores, measures of chum, etc
Coordinates onboarding, rollout and training of the product
Undertakes ongoing activities to ensure customer success including – weekly calls with customers, tech support, ongoing training, new feature communications etc
Works closely with product management and development to provide them direct customer feedback regarding level 2 issues as well as new features to be added to the product roadmap
Bachelor’s degree preferred and /or relevant combination of training and experience
Clinical degree/background is a plus
2-5 years of relevant business experience
Excellent communication, writing, and presentation skills
Organized individual who delivers work that is accurate and complete
“People Person” – enjoys interacting and connecting with people; derives satisfaction from helping others
Creative, energetic, individual with a positive, “can-do” attitude

Customer Success Manager Resume Examples & Samples

Ensures that every customer we touch via a Customer Care transaction is successful. Identifies and self-escalates issues before customers need to further escalate
Collaborates closely with the CC leadership team to implement the global Avid Customer Care Framework
Conducts assessment of the team to identify systematic issues/trends impacting team performance and identifies solutions to address those needs and improve capacity
Manages the Partners providing Avid Product support in the AMER West Coast and Canadian region, ensuring value add is provided by these partners to Avid’s customers
Provides Technical Account Management functions for key customers within region
Works effectively in a matrixed environment – directly responsible as a member of the CC leadership team to ensure close cross team collaboration
Leads the team by example, talking with employees, coaching for improved performance, establishes a high performance culture focused on those activities that will create incremental and improved support capacity
Meets or exceeds the Avid Customer Success Performance Metrics
Ensures close collaboration between support teams within the region to ensure effective support for solutions which may contain multiple products
The position is based in the New York region with frequent travel required (to employee locations and customer sites)

Customer Success Manager Resume Examples & Samples

Establish a trusted strategic advisor relationship with customers and drive continued value of our products and services
Identify and develop upsell opportunities
Develop and own overall customer relationship: Increasing adoption and growth, ensuring retention, and satisfaction
Consistently achieve key revenue metrics, striving for a high percentage of on-time revenue retention
Partner with EFT teams to effectively drive growth, address customer concerns efficiently and decisively
2+ years experience in customer-facing role
Ability to conduct presentations or speak in public to large groups of people
High degree of proficiency in the MS office suite
Experience solving complex enterprise concerns and collaborating effectively to address them
Proven ability to drive internal and external customers toward strategic goals
Exceptional multi-tasking abilities and organization skills
Bachelor’s degree from an accredited institution

Customer Success Manager Resume Examples & Samples

Redwood City - CA(Headquarters)
Austin - TX
Manage all post-sales activity for Box’s top business and commercial customers (under 2000 employees) through strong relationship-building, product knowledge, planning and execution
Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
Function as the voice of the customer and provide internal feedback on how Box can better serve our business and commercial customers
Occasionally travel to meet customers in-person
1 - 3 Years Prior account management experience
Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A real go-getter who takes the initiative to get things done

Customer Success Manager Resume Examples & Samples

Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention
Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends
Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure
Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team
Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
Focused on establishing, maintaining and growing broad and deep relationships within each customer account
Ability to uncover how a customer defines success and align that vision with the Benefitfocus solution to support a long-term mutual partnership
Anticipate, identify and meet customers’ needs
Develop strategies that drive success through delivering value and insight relevant and unique to each customer
Facilitate customer meetings that measure progress and business impact; Some travel required
7+ years’ experience in Customer Success, Account Management or Back-to-base Sales roles
Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO
Customer Retention Rates: Meet or exceed targeted customer retention metrics
Regular and Proactive Communication: Participate in and drive quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and provide insight on upcoming release features that will add value for the customer
Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed for a smooth OE experience for members and carrier partners

Customer Success Manager Resume Examples & Samples

Proactively support assigned Enterprise Accounts to deliver customer success and adoption of EnerNOC’s Energy Intelligence Software (EIS) & related services
Develop & execute Customer Success Plans for assigned accounts. Includes establishing communication, governance, and reporting schedules in order to measure success against customer expectations
Establish profitable, professional relationships with key customer personnel including “customer champion” & “economic buyer”
Interact with customer personnel & visit customer sites to better understand their energy goals, challenges and identify opportunities to deliver incremental value
Collaborate across EnerNOC to implement processes to maximize customer lifetime value & customer satisfaction. Effectively serve a “program management” function across internal teams to ensure effective service delivery. This includes facilitating on-boarding, success plans, regular account analysis, customer training and the initiation of up-sell and cross-sell opportunities for all EnerNOC products and services
Partner with EnerNOC Sales personnel & Solutions Engineers to expand customer relationships both during the contract term & renewal process
Manage the renewal process for assigned Accounts across all EnerNOC products & services
Stay current & educate customers on EnerNOC products, competitive landscape, energy market trends & regulatory changes
Adopt & contribute to Customer Success team best practices
Be able to travel up to 25% to customer locations, conferences, internal meetings, etc
S. or B.A. in business management, engineering, finance, economics or equivalent required. MBA preferred
Minimum 6 years professional experience
5-6 years in customer facing role (ex: Account Management, Management Consulting, Program Management or Solution Sales)
Experience in business operations for commercial real estate or large industrial firms
Proven results in current role
Prior energy or software experience required
Proficient with Excel & CRM tools
Solid understanding of energy markets, regulatory policy and competitive environment

100

Customer Success Manager Resume Examples & Samples

Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from interns to the Board of Directors. And whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly
Selecting Talent (Be a Recruiter) – You’re on top of current and future talent needs as the business evolves because one of your key goals is to build high performing teams. You do so by adopting a rigorous approach to hiring superior talent and are intentionally inclusive to attract diversity of ideas and experiences
Scaling the Business (Be an Owner) – You’re someone who sees and understands the vision of the company. You’re able to articulate business strategy and develop business processes, systems and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability

101

Senior Customer Success Manager Resume Examples & Samples

8+ years professional experience in B2B customer support, sales, professional services or account management
Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation, and revenue growth
Someone who thrives in a team environment and knows how to effectively leverage resources in a matrix management environment to drive business
Home office experience preferred
Bachelor’s degree with 3-5 years of customer-facing experience in a high-tech environment
Knowledge of web technologies, SaaS, and e-commerce preferred
Willingness to travel ~25% of the time

102

Customer Success Manager Resume Examples & Samples

Develop and maintain long-term relationships with stakeholders and provide on-going customer success support
Serve as a customer advocate in driving industry best practices and the evolution of Limeade’s product to align with our customer’s business goals
Ensure that all Limeade contractual obligations and that all Limeade service commitments are being met
Manage customer change requests by identifying scope of changes needed and ensuring business requirements are documented and delivered on time
Identify risks to the customer achieving their stated business goals and develop a risk mitigation plan
Identify business needs and objectives of different customer constituents (i.e. HR, benefits, corporate marketing, IT and finance) and build and sustain strong working relationships with them. Appropriately map Limeade’s capabilities to address their needs
Appropriately engage Limeade’s portfolio of subject matter experts as necessary
Maintain awareness of operational issues/performance, alert Customer to issues and/or problem resolution, and instill confidence that Limeade is a reliable partner
Demonstrate relevant experience and expertise (e.g., healthcare, technology solutions, program integration, incentive design, engagement) to build and sustain trust and credibility with the customer
Serve as a conduit of important information between customer and Limeade
Consistently document key Customer information in CRM, including client key contacts, client vendors, incentive design, integrations, risk status, reference status, Customer meetings and phone conversations, etc
Support customer engagement strategy and integrated communications plan. Attend customer engagement initiatives (e.g. health fairs)
Work with Customer and Limeade resources to ensure appropriate data mining and reporting of Customer Outcomes
Identify and present Customers relevant data to support decision-making
2-5 years’ customer relationship management experience – HR technology, wellness, healthcare and/or employee benefits preferred
Experience establishing and maintaining long term customer relationships
Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed
Unquestionable commitment to execution
Technical knowledge or the willingness to learn new technology
Credible advisor/coach
Proven experience leading large complex projects
Think strategically and innovate
Demonstrated conceptual and analytic thinking
Escalation management
Strong project management, account portfolio planning, and prioritization

103

Customer Success Manager Resume Examples & Samples

Versatility to manage multiple projects and flexibility to adapt to new requirements
Strong customer focus and passion for helping customers succeed
2-4 years of experience in account management or customer service
Proficient use of Excel & CRM tools

104

Customer Success Manager Resume Examples & Samples

Build long term, sustainable relationships at multiple levels of a customer organization and strategically manage the success of defined accounts
Serve as the internal advocate for the customer, helping to drive support in order for the customer to achieve their business objectives
Provide best practices recommendations, assist customers in solving point-in-time challenges and partner with the customer to increase the effective use of our products
Educate customers on self-service tools, release processes, and other customer programs to ensure a successful partnership
Act as a direct point of contact within Global Customer Service for the customer and account team to drive resolution of product and support issues, and communicate within the organization to meet the customer’s needs
Manage escalations as raised by the customer or account team
Manage a portfolio of customers and make certain a high level of satisfaction is achieved
Understand the customer’s environment and leverage this information to ensure overall customer success with our products and support
Analyse and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics
Partner with the Renewals team - alert of any risks and ensure a successful renewal on an account you own
Partner with the Sales or Services teams on any revenue opportunities

105

Customer Success Manager Resume Examples & Samples

Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, moderate complexity and mid-size revenue customer portfolio
Develop strong relationships with all key decision makers and influencers across channels, from e-commerce to in-store operations teams
Identify, develop, and recognize new opportunities for expanding your Customers' business volume
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans
Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals
Ensure ongoing adoption by the customers' website(s) of the continuously innovating Commerce Cloud feature set
Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the Commerce Cloud roadmap in a balanced "one-versus-many" approach required by the SaaS model
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted 3 way partnership between customer, partner, and Salesforce Commerce Cloud
Build a solid base of referenceable customer contacts within your assigned portfolio
5-plus years of professional experience with at least 3 years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
Digital Commerce industry experience and knowledge with a solid understand of the retail value chain and processes
Exposure to the development, execution, and overview of account plans for top tier Customers
Experience with CRM systems such as Salesforce.com preferred
Exposure to B2B SaaS models from the vendor side, including commercial contracts
Experience working with distributed, co-located teams required
Excellent verbal and written communication and in-person and virtual presentation skills
Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
Some experience in commercial contract negotiations

106

Customer Success Manager Resume Examples & Samples

A Bachelor’s degree in Engineering, Computer Science, or related area, or equivalent experience
Five or more years of experience in Customer Success management, three or more years of which involve successfully building and managing this function in either a telecommunications company, B2B SaaS, or Big Data/Analytics company
Experience in creating and managing customer health metrics, as well as managing the associated tools and processes required to track these metrics
Experience implementing, onboarding, and training customers in SaaS platforms and/or Big Data/AI solutions, including experience working with C-level executives to design and execute on rollout plans
Willingness to travel internationally, up to 30-40% travel

107

Customer Success Manager Resume Examples & Samples

1 to 4 years experience in a customer service position
Minimum of 4 year College degree
Knowledge of basic business sales and marketing practices
Knowledge of rubber/plastic products is beneficial
Familiarity with ISO quality requirements is beneficial
Familiarity with technical prints (to read and understand) is beneficial

108

Customer Success Manager Resume Examples & Samples

Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solutions
Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization
Be a recognized expert and thought leader in the practical application of your aligned solution
Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation
Act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate
Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in new and existing accounts
Ability to orchestrate and gain strong buy-in with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect, Customer Engagement Manager) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle
Measure and the report the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes
Identify, define and drive renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary
Two-year minimum technical pre-sales or technical architecting experience
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention

109

Customer Success Manager Resume Examples & Samples

Driving high customer Satisfaction ensuring cloud credit consumption and renewal of cloud contacts
Responsibility to on-board seed systems onto Public Cloud and provide guidance in identifying opportunities where Oracle Public Cloud can be leveraged and up selling ancillary services and emerging technology
Ability to travel 25%+

110

Customer Success Manager Resume Examples & Samples

An individual contributor role that is responsible for revenue growth by using general business acumen to uncover business needs and identify how Conversant solutions can help clients achieve their business goals
Coordinate internal resources for the preparation and delivery of objective based solutions for clients
Create and deliver customized sales opportunities that address the client’s compelling events and help them meet their goals
Effectively facilitate day-to-day management of accounts both internally and externally
Build relationships with key marketing, merchandising, and media decision makers within client organizations, while understanding landscape and gaining account penetration
Negotiate and close contracts with client’s key decision makers

111

Senior Customer Success Manager Resume Examples & Samples

Bachelor’s degree in electrical engineering/computer science or related technical field
10-15 years of experience in the technology sector working in the enterprise workspace
Direct involvement with customer engagements and implementations
Demonstrated ability to manage multiple, critical projects is required
Strategic thinker to keep organization ahead of the game
Experience working closely with senior executives
Strong influencing and presentation skills
Experience in leading customer solutions organizations preferred
Strong organizational skills and attention to detail with the ability to multi-task and learn quickly
PMP and related project and program management experience
Advanced degree (M.S, MBA) desirable
Delivery of Enterprise storage, software and multi-vendor solutions support
Partner and Vendor Mgmt
Professional Services Operations

112

Customer Success Manager Resume Examples & Samples

Establish a trusted advisor relationship that works to ensure we are meeting and/or exceeding customer’s expectation with our product
Maintain high customer satisfaction ratings, per company standards
Prioritizing and driving resolution on escalated customer issues – You are the Quarterback
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and satisfaction
In-depth understanding of clients and their business needs/goals allowing you to identify and develop upsell opportunities
Recommend appropriate service and pricing structure and generate proposals and contracts
Developing success plans for customers that outline their critical success
Business degree from an accredited university
Comprehensive understanding of pipeline revenue, forecasted revenue, and sales cycle revenue management with the ability to meet deadlines
Proven ability to drive continuous value of products
Previous SaaS experience is a plus
Experience upselling to existing customers
Proven interpersonal management skills and exceptional business acumen
Attention to detail, strong organizational skills, and an absolute focus on quality of work

113

Customer Success Manager Resume Examples & Samples

Maintain a deep understanding of the product
Drive user adoption and customer sophistication of Box over time
Conduct regular business reviews and build relationships with executive-level customer stakeholders; on-site
Presence and travel may be required
Lead the customer-facing portions of the renewals process
Proactively identify and mitigate retention risk
Grow your ‘book of business’ and be the post-sales engagement leader for priority customers
Partner with a small number of AEs and IR's to drive customer expansion to a full deployment of Box’s core
EFSS product, as well as additional products and services – resulting insignificant upsell and a high upsell rateacross your portfolio
Deliver growth opportunities in smaller deployments with large potential
Share best practices and enable the team of CSMs to be supremely successful
Represent Box in-market (customer events, brand building, recruiting, CS leadership)
Degree required; technical / CS background is a plus
Strong experience in enterprise account management, consulting, and/or sales experience
Strong executive-level written and verbal communication skills and technical aptitude
Demonstrated ability to manage complex groups of stakeholders
Strong business acumen, with demonstrated ability to understand common enterprise functions, workflows, and
Economics
Self-motivated go-getter who has an builder mindset and can operate independently
Goals and numbers driven, with a track record of driving financial business results
Healthcare, Retail, Financial Services, Government, or M&E expertise is a plus
Knowledge of another European language (French, German, Spanish, etc.) is a plus

114

Customer Success Manager Resume Examples & Samples

Track, forecast and close renewal, up-sell and cross-sell opportunities within assigned client accounts and achieve a 120% net renewal rate
Partner with sales teams to identify executive sponsors and stakeholders for each client account
Develop and maintain a trusted advisor relationship with each client account to drive measurable business value from Hootsuite’s products, services and partners
Create and implement account penetration and adoption plans and strategies to grow Hootsuite’s footprint within assigned agencies
Prepare and deliver formal quarterly business reviews
Attend key events, tradeshows, conferences and provide thought leadership at VIP roundtables
Manage and track KPIs (key performance indicators) in Salesforce related to renewal and expansion commitments to ensure predictable and exceptional results
Conduct contract negotiations and develop business case proposals as required
Frequent travel, up to 30% within assigned territory, may be required

115

Customer Success Manager Resume Examples & Samples

Develops lasting relationships and guides customers on their social journey as a trusted advisor
Actively manages the customer relationship and the lifetime value of each assigned client by helping customers realize the economic value of their purchases in order to preserve and grow revenue
Oversees the initial launch and owns the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organizations in conjunction with multiple stakeholders
Develops a deep understanding of each assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI
Creates and delivers quarterly business reviews at all levels of the organization both internally and externally
Identifies risk, upsell opportunities and works with internal and external stakeholders to present solutions
Attends, presents and provides leadership at key sponsored and non-sponsored industry events including tradeshows, conferences and VIP roundtables
Periodic travel to client sites and industry events may be required

116

Customer Success Manager Resume Examples & Samples

As the Customer Success Manager, you own ultimate responsibility for both Customer Renewals and Solutions upselling. You ensure that customers derive maximum value from their investment in Kony, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
Acting as a liaison between product management and the customer with a focus on communicating the Kony roadmap and how the roadmap will influence customer activities
Working within an account team matrix, lead C-level stakeholders towards identifying their mobile vision by evangelizing the capabilities of Kony in the areas of: mobile productivity, cloud, mobile applications, mobile platform, mBaaS, Enterprise Mobility Management, IoT across B2B, B2E and B2C channels
Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals with mobile
Effectively network an account from the C-Level down in order to achieve successful execution of the customer’s Blueprint
Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Kony features and associated business benefits to address their needs
Play a fundamental part in helping your customers establish and manage and help them create a Mobile Center of Excellence, if one does not exist Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan
Create and maintain a comprehensive Strategic Success Plan to be shared with your direct manager, Account General Manager, and others as needed to ensure total customer success
Identify a close plan for an upcoming renewal or an upcoming upsell partnering with your Account General Manager
Serve as a customer advocate in driving industry best practices and the evolution of Kony applications and platform functionality, courses and administrative services integral to the customer's success
A passion for customer success and laser focus on providing customer value
BS degree (or equivalent)
Minimum 5 years’ relevant work experience
Possess strong technical acumen and should be able to demonstrate our solutions and able to understand and translate the technical aspects to the appropriate teams

117

Customer Success Manager Resume Examples & Samples

Coach customers to ensure they are leveraging all available Salesforce Success Services such as Help & Training, Communities, User Groups, webinars etc
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's Blueprint, where appropriate
Minimum 10 years relevant work experience
Knowledge of salesforce.com product and platform features, capabilities, and best use
Working knowledge of software development process and of software

118

Customer Success Manager Resume Examples & Samples

Responsible for contributing directly to Citrix product line and delivering on key organizational metrics
Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use
Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities
Create customer adoption benchmarks and forecasts based on defined business use cases

119

Senior Customer Success Manager Resume Examples & Samples

Be the central day-to-day point of communication between the customer and VitalSource; communicate and advocate individual customer needs to internal stakeholders
Coordinate resources within VitalSource as appropriate to meet the customer’s needs; work productively across functions with all internal stakeholders including Sales, Marketing, Finance, Product and Development
Evaluate and monitor the overall health and happiness of the customer, and share this information and customer insights with internal stakeholders
Flag to the extended VitalSource team when an account is at risk, and escalate when approaching red status
Establish and support VitalSource in developing C-level relationships (dean, provost, etc.) between VitalSource and the customer
Identify processes that need to be changed or developed to meet customer needs
Provide customer training on VitalSource systems and tools for metadata and content delivery and management
Provide communication on VitalSource software features and functionality, plus upcoming features, issues and downtime
6 years account management experience
Ability to travel 25-30%, to Latin America, with a 2 weeks notice
Ablity to read, write, speak and think, in both Spanish and English

120

Customer Success Manager Resume Examples & Samples

Manages the post-sales relationship for strategic accounts. Serves as the day to day client contact and advocate
Partners with Sales Account Executive to drive account growth and client satisfaction
Nurtures and maintains customer satisfaction across named accounts through proactive client communications, issue remediation and containment, and advocacy
Protects existing revenue streams, identifies and neutralizes competitive threats
Actively farms existing account base to identify new opportunities. Provides valuable account information and insight to support the sales process
Builds and executes an account specific relationship framework inclusive of regularly scheduled status calls, business reviews, account documentation, reference management and strategic planning
Leverages internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and track solution performance
Provides leadership on key initiatives and escalated issues across internal business units
Conducts regular briefings on account status to sales executive(s), senior management and other internal stakeholders
5+ years’ relationship management experience supporting Fortune 500 companies
Project management experience with excellent organizational skills
Ability to tailor message format and content to the audience and get heard
Exceptional interpersonal, listening, written and verbal communication skills are a must
Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously
Comfortable dealing with complex customer relationships, decision processes and competing agendas
Proven track record of successfully building and nurturing multi-level client relationships
Superior critical thinking, decision making and problem solving skills
Bachelor’s degree, ability to travel ~40%+
Strong working knowledge of Financial Services industry
Familiarity with Financial Crimes (fraud, anti-money laundering, etc.) and Compliance/Risk Management
Experience with complex software sales lifecycle

121

Customer Success Manager Resume Examples & Samples

Drive change management recommendations within clients to increase adoption of product and solution capabilities
Monitor and report regularly on adoption progress through tools and dashboards
Accelerate the use of security best practices into the client environment
Benchmark performance against industry and use case categories to reinforce adoption focus
Work with product management to provide feedback on client experience
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
Build relationships and trust with key executive and technical decision makers within assigned accounts
Learn and maintain in-depth knowledge and positioning of the company’s products and technologies
Strategize, conceive and execute internal processes to streamline and scale customer-success work
12-15 years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. Security experience a plus
Experience driving adoption of technology in large Enterprise companies
Demonstrated ability to build relationship with IT and Security stakeholders at the engineer, management and executive level
Experience with driving technology adoption in on premise and cloud based models
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Strong interpersonal skills and experience building strong internal and external relationships
Proven track record of highly-professional customer service in a dynamic, high growth environment
Bachelor's degree or equivalent experience in business, technology, or related field
Knowledge and experience of how Security Operations Centers function, their challenges and how their responsibilities and capabilities are evolving
Passionate about the rapidly evolving and growing information security marketplace
Equally comfortable with creating and evaluating strategic plans as they are with executing on the individual action items and details
A collaborator who can quickly identify the correct internal resource and work closely with them to ensure your customer’s needs are addressed quickly and completely
Strong writer and speaker - documents, presentations, webinars and events

122

Customer Success Manager Resume Examples & Samples

Project manages retention efforts, including site visits, providing product expertise, facilitating activities with Support, and working with customers to expand product adoption
Serves as a trusted advisor to our customers by deeply understanding their needs and maintaining regular communication with them
Maintains a deep understanding of ExLibris, a ProQuest Company, products and encourages customers to adopt the most relevant features/functionality for their specific business needs
Communicates improvements and outcomes of action plans for each customer
Works with Marketing and Product Management to assemble and create regular consistent content for both Summon and Primo, including email communications and webinars that can be deployed across regions
Surfaces and shares customer success stories
Bachelor’s degree plus a minimum of 4 years’ experience in a customer facing role, including the ability to manage customer escalations and negotiate resolution or equivalent combination of education and experience
Minimum of 2 years’ experience working with Summon (preferred) or Primo
Must be able to build strong rapport and establish trust and credibility quickly
Masters’ degree in Library Science or equivalent work experience
Knowledge of library industry customers and their unique needs and challenges
Understanding of discovery systems, including benefits and key features

123

Customer Success Manager Resume Examples & Samples

Manage account portfolio of approximately 50 supplier accounts requiring a broad understanding of customers’ business model to encourage best practices to ensure success of the partnership
Execute on learning the value driving your customer’s purchase and their long term strategic goals and business challenges. Once understood be able to articulate how
Manage technology used for customer outreach. Includes but not limited to: Gainsight, Salesforce, Jira NAV
Identify and analyze themes within portfolio to provide quantitative and qualitative feedback back to internal teams resulting in process improvements leading to more successful customer experiences
Participate on cross-functional account teams to discuss accounts and ensure the best interests of both the customer and SPS are being fairly and objectively represented
Develop business plans for customers outlining critical success factors, metrics for success, potential issues, and help uncover potential lead opportunities
Assess and monitor overall account performance to keep projects and deliverables on track and on time
Create structured, repeatable business plans to move customer’s health forward. Specific focus areas include improving adoption rates, eliminating risk factors, and driving engagements at multiple levels within your account portfolios
Bachelor’s degree, or equivalent combination of education and experience
Proven success collaborating and building strong relationships with customers
Excellent organization and time management skills
Comfortable in a fast-paced environment; does not get stressed easily
2 or more years of customer facing or account management background

124

Customer Success Manager Resume Examples & Samples

7+ years of experience in the retail eco-system which includes, pricing, promotions, and merchandising experience
Experience working for retailers strongly preferred
Experience with MicroStrategy business intelligence software and Excel
Robust analytical thinker and problem solver
Ability to consume, summarize, and navigate very large quantities of data to form recommendations

125

Customer Success Manager Resume Examples & Samples

Drive high levels of customer success, maintaining a strong sense of ownership over assigned customer accounts
Be a relentless advocate for your customers with all internal teams to improve solutions and ensure that Proofpoint deployments are successful
Independently provide ongoing and proactive vision and guidance regarding security initiatives to assigned Proofpoint customers
Identify root causes of customer churn and possible client dissatisfaction
Plan and lead process improvement initiatives tailored to improve overall customer success and satisfaction during a customer’s journey with the Proofpoint team

126

Customer Success Manager Resume Examples & Samples

At least 2 years account and/or project management experience, ideally in the high tech or retail environment
Professional appearance and the natural ability to command presence
Strong interpersonal & relationship skills and the natural ability to communicate effectively internally and externally with both technical and non-technical personnel in a confident and friendly manner
Highly organized and meticulous individual
Sufficient general knowledge of information technology and web based systems
Ability to understand & learn what comprises an ecommerce eco system
Excellent verbal and written communication skills. Fluent English
Capable of delivering effective business presentations to different crowds
Self-starter, positive
Relationship builder, diplomatic, capable of dealing with complex situations
Knowledge of and experience in ecommerce sector

127

Customer Success Manager Resume Examples & Samples

Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned , high complexity, large revenue customer portfolios, with possible regional responsibility for global accounts
Develop strong relationships with appropriate C-Suite executives, all key decision makers and influencers across channels, from e-commerce to in-store operations teams
Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Demandware
Ensure ongoing adoption by the customers' website(s) of the continuously innovating Demandware feature set
Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the Demandware roadmap in a balanced "one-versus-many" approach required by the SaaS model
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted 3 way partnership between customer, partner, and Demandware
8-plus years of professional experience with at 5-plus years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue

128

Customer Success Manager Resume Examples & Samples

Demonstrated experience providing SaaS vendor services to nominated customers
In-depth knowledge of the following business areas
Contact Centre
Human Capital
Feedback & Survey
Advanced organization, time management and project management skills
Advanced English written and verbal communication skills
Demonstrated experience in package systems implementation (CRM, Human Capital Management, ERP, Consulting experiences) and/or customer facing relationships
Understanding of various technical architectures and operating systems
Demonstrated experience to lead customer deep dive process observations and review with view to recommend improvements
Demonstrated experience to write and present Solution Review report and recommendations
Bachelor’s degree in computer science, business, or related field or equivalent work experience
Significant work experience in an external customer facing role
Team player who will innovate to continue improving the way Oracle services its customers
Self-starter and comfortable to work autonomously
Ability to place oneself in customer’s shoes
Ability to balance customer needs with Oracle’s needs
Working knowledge of the following business areas
Digital
Sales Force
Human Capital Management
Ability to lead cross functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to customer and internal teams

129

Customer Success Manager Resume Examples & Samples

Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities
Help drive new case studies and references with assigned customers
Ensure that all Veeam team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their Veeam solution can be realized
Act as an escalation liaison between the customer, Veeam Technical Support, and Product Development to help resolve technical issues blocking product adoption
Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth. Ensure there is a loop back mechanism to the customer
Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation, timelines etc
Out of the box thinker comfortable communicating new ideas and proposals for CSM team improvements
Ability to adapt to changes in roles and responsibilities; self-starter with a passion for customer success
Five (5) years of related work experience
Experience working in a post-sales Customers management role; preferably in a remote office role
Data-driven individual with experience measuring and communicating key customer success metrics such as current usage and key growth stats
Ability to work in a technical environment of exceedingly fast growth
Ability to use all Office products proficiently, and understand basic terminology around data centers, servers, backup software, etc
Experience with Virtualization technologies such as VMware and Hyper-V
cb

130

Customer Success Manager Resume Examples & Samples

Aligning with key customer CRM stakeholders across IT and Business to establish a stronger CRM management program
Promote awareness of the latest innovations Veeva is releasing
Providing Veeva CRM program/release management best practices
Assist in managing an account team that will include sales, services, product and support

131

Customer Success Manager Resume Examples & Samples

Handling overall responsibility for managing the customer relationship within EMEA
Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with Workday's Financial product
Developing programs focused on enhancing the customer’s life in production
Monitoring and facilitating the customer’s adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products
Fluent English speaker; any other European languages a plus
Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels
Experience with Financial Management or Payroll applications
Accounting background required (General Ledger, Accounts Payable/Receivable, Procurement)
Knowledge of HCM applications also desirable
LI-CJ

132

Customer Success Manager Resume Examples & Samples

Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products
Promoting opportunities for two-way communication
Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model
Keeping customers informed of the process and procedural changes
Become proficient in Workday's Implementation Methodology
Demonstrate competency in the Workday product suite - HCM, Payroll, and/or Financials
Ensure the client takes advantage of Workday best practices
Experience implementing Workday, Oracle, SAP, PeopleSoft or similar application
Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
Functional domain expertise with Human Capital Management, Financial Management, or Payroll applications
Project management experience with Human Capital Management, Financial Management, or Payroll application system implementation
Proven ability to engage across corporate functions (Professional Services, and Product Management)
Bachelor degree required, at a minimum. Business or technical degree preferred
3+ years experience project managing HCM, payroll or financial implementations for larger, more complex organizations
Consulting experience either as an internal consultant or with a consulting/software company
Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Services procurement
Service industry experience a plus
Ability to travel up to 25%
Passion for customer service

133

Customer Success Manager Resume Examples & Samples

Drive Customer Success
Develop long term partnership with customers, remotely and in person, by realizing the full value of their investment and linking benefits back to the customer’s key business issues
Drive maximum adoption of Oracle solution by regular reviews and discussions to highlight key results, metric analysis and process/procedure changes to demonstrate value and ROI
Ensure customer continues to renew contract with Oracle with favorable terms and conditions
Identify and drive solution and service expansion and new business opportunities by presenting and recommending new Cloud products, services and partner solutions
Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle’s internal operations
Actively work with Regional Sales Managers in the preparation and execution of individual customer sales strategies
Work closely with the Solution Sales Leadership, Product Champion and Marketing team to initiate and participate in the development, implementation, communication and monitoring of customer success stories
The right person will have a balanced background including extensive Sales Consulting /or Solution Implementation experience
Demonstrated capability to build and maintain strong relationships with a diverse set of internal and external business owners and stakeholders across all organizational levels
In-depth knowledge in one of the following business areas
Experience in package systems implementation (Human Capital Management, ERP, Consulting experiences) and/or customer facing relationships
Exposure to ANZ markets
Exposure to the partner ecosystem across ANZ
MBA and/or Engineering, Computer Science or Math background highly desired

134

Customer Success Manager Resume Examples & Samples

Provide expertise with respect to the customer’s use of the SAP S/4HANA Cloud solution
Drive the identification of portfolio development needs for S/4HANA Cloud with portfolio owner
Drive the designated aspects of Preferred Care and Enterprise Support program and asset development as well as innovation proactively contributing to functional content programs, e.g. SAP Enterprise Support Advisory Council or strategic customer programs launched by ES & Preferred Care management
Manage the liaison to SAP ES Academy and product support for your area of expertise in order to drive the future development of scalable knowledge assets, with particular focus on seeking opportunities & providing feedback that will improve & trigger further development in this area
Knowledge of SAP S/4HANA Cloud is an advantage
Experience with ASP, SaaS, XML, IT networking, SSO, APIs, Connectors an advantage
Previous experience on S/4HANA and S/4HANA Cloud is an advantage

135

Customer Success Manager Resume Examples & Samples

Manage, retain & grow a portfolio of clients
Proactively engage with your clients via strategic QBRs and regular operational meetings, ensuring your clients’ needs and objectives are understood at all times
Own the overall success of your clients by ensuring they receive effective on‐boarding, training, education and support throughout their relationship with Hootsuite, raising any concerns around the delivering of these aspects to the relevant teams and management to ensure they are addressed
Establish strong relationships with key stakeholders within your clients’ business to ensure you have direct access to decision‐makers impacting contract renewals and upsell opportunities
Generate upsell opportunities by partnering with Account Executives to present Hootsuite’s value proposition and product offering to all relevant audiences
Develop a deep understanding of your clients’ goals and challenges, offering best‐practice advice and presenting practical solutions available within the Hootsuite product suite
Drive adoption of Hootsuite’s product suite, ensuring your clients feel they are gaining great value from their investment
Monitor your clients to identify churn risk and develop action plans to address this
Ensure any client issues are resolved quickly, by providing effective day‐to‐day account management and leveraging resources from across the company as needed
Be the immediate go‐to person for your client, someone they feel partners with them in their social media strategies and can assist in meeting their objectives
Maintain an excellent understanding of Hootsuite’s products and services at all times
Travel to client sites as required to fulfill work duties and achieve team's objectives
Achieve a minimum of 85% retention across client portfolio
Travel to client sites and industry events for face to face meetings as required
Inspire customer success across the company
Be the customer’s voice, liaising between Hootsuite’s customers and all relevant internal teams (e.g. Professional Services, Technical Support, Product Development, etc) to ensure the needs of the customer are communicated and managed effectively

136

Customer Success Manager Resume Examples & Samples

4-5 years experience as a Customer Success Manager, preferably in the SaaS space
Understanding of the customer lifecycle and how to manage a large volume of clients to success
Comfortable multi-tasking and juggling competing/changing priorities in a fast-paced, ever-evolving, entrepreneurial startup environment
Above all else, able to think beyond the status quo with a can-do attitude and an appetite for success

137

Customer Success Manager Resume Examples & Samples

Manage strategic client relationships, develop new business from existing clients and ensure high retention rates
Achieve and exceed revenue growth targets for assigned accounts
Meet with existing strategic accounts and conduct needs and business impact analysis
Identify risk within assigned accounts and work with internal and external stakeholders to present solutions
Influence value through higher product adoption, customer satisfaction and overall health scores
Achieve new business growth through up-sell and cross-sell opportunities with existing clients
Own overall relationship with assigned clients, manage customer success activities such as coordinating onboarding and training of existing clients across specified product portfolios
Articulate to existing customers the value proposition of every CQ Roll Call product
Provide accurate monthly renewal and new business growth forecasts/reports to management
A minimum of 5 years’ experience in field account management or a related area
Demonstrated history of exceeding retention and sales quotas
Self-motivated and driven with excellent organizational and follow-up skills
Ability to work independently as well as a part of team, depending on the situation
Must be able to quickly learn and use our technology tools, including Salesforce.com

138

Customer Success Manager Resume Examples & Samples

Building deeper business relationships with our customers to ensure product adoption/usage
Opening the door for up-sell and cross-sell opportunities
Proactively identify and prioritize accounts based on perceived risk, potential growth, strategic value and renewal time frame
Demonstrate a thorough understanding of the Mitchell International products, services, and best practices
Employ sales and retention strategies to up-sell and retain existing customers
Save potential cancellations using empathy, tact, and fair value incentives
Offer insight and best practices to help customers get more from Mitchell products and services
Fully accountable for Mitchell’s customer retention. Empowered to use your own discretion to retain the customer
Work collaboratively with Solution Specialists and Account Managers to save the account
1-2 years of related experience or Bachelors degree
Highly driven, self-motivated individual looking for growth opportunities
Fast learner with the ability to think on their feet and and make adjustments under pressure
Comfortable with technology and enterprise software
Excellent problem solving and communication skills
Prior experience in a call center, sales, or support function OR bachelors degree
Energetic personality with the ability to quickly developt strong working relationships with both clients and peers
Results oriented individual

139

Senior Customer Success Manager Resume Examples & Samples

Work closely with the renewals team to help drive high renewal rates
Provide executive level Customer Health dashboard that includes current product adoption, issues blocking success and future sales opportunities that focuses on building long term strategic customer relationships
Ensure there is clear and consistent collaboration and communication with the customer’s Veeam Partner
Work from home office or in one of the Veeam Headquarters
Work with customers and Veeam Employees from a remote office location
Travelling up to 20% of working time
Excellent communications skills (verbal and written)
Possess patience, understanding and empathy in order to be effective in conflict resolution
Project management experience
LI-JM1

140

Customer Success Manager Resume Examples & Samples

Develop a trusted advisor relationship with customer key stakeholders and Executive sponsors such that all NetSuite activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their NetSuite solution to be realized
Leverage comprehensive understanding of NetSuite’s products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customer’s business needs
Review customer’s current usage of NetSuite to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps. Be able to communicate findings with appropriate teams (i.e. Product Management, Account Management and Professional Services)
Identify and grow Professional Services / Training and License opportunities within the Customer install base
Collaboration with the sales teams to ensure growth attainment
Identify and assess renewal risks within the customer base
BA/BS Degree in Finance or Accounting (or equivalent) and CPA a plus
Experience in an Operational Finance role (formerly a VP of Finance / Controller / CFO) is key
6 years relevant experience working with or consulting around ERP systems-- ideally with NetSuite (but a competitive ERP system in a SaaS environment would be considered)
Diverse industry and Accounting experience, with specific expertise in Revenue Recognition as well as managing the finances behind subscription services and various methods of professional services billing
Strong technical knowledge of NetSuite product and features, capabilities, best use and how to deploy, including knowledge of the NetSuite platform and ecosystem is highly preferred
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and customer facing)
Working knowledge of the software development process and of software design methodologies (coding experience may be useful)
Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business needs to technical features and crafting solution that combine a mix of training, product and recommended process changes
Strong knowledge of Software company’s business processes and best practices

141

Customer Success Manager Resume Examples & Samples

Own ultimate responsibility for the customer's renewal and for expansion of the platform. Promote maximum value from their investment in Oil and Gas Predix solution, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's business objectives
Manage and coordinate post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy
Very strong relevant work experience
Strong experience in a direct customer facing role
Fluent in french and in english
Knowledge of Oil&Gas market

142

Customer Success Manager Resume Examples & Samples

Maintaining and increasing revenue for a designated portfolio of customers
Educate customers on the Voxy product; act as a consultant on building the right program for each customer
Develop and execute success plans including shared goals and performance metrics
Drive product adoption and ensure they leverage the solution to achieve full business value
Managing day-to-day customer relationships by acting as liaison between customers and internal departments
Extract, analyze and present data on learner usage/ engagement and program performance on quarterly business reviews
Travel to visit customers locally to different regions of the world
Track customer health to identify churn risk and work proactively to mitigate that risk by creating custom plans and strategies, while simultaneously identifying upsell opportunities when applicable
Collaborate with internal teams to resolve customer issues

143

Customer Success Manager Resume Examples & Samples

Engage with clients to drive engagement and value
Understand the bigger picture, proactively position value and assist with execution
Own and manage interaction plans to ensure continuity of support renewal and potential add on business
Manage customer welcome and onboarding activities and coordinate cross-functionally as this relates to training, finance, operations, etc…
Manage customer administrative and entitlement activities
Partner with account team (sales, PS, CS Management) to provide seamless customer interaction
Analyze data on Support usage, surveys and all other forms of feedback to form a comprehensive point of view on client and territory health
Report on customer health & propensity to renew
Create and maintain a rolling 4 Quarter view of your accounts
Complete Quarterly Business Reviews with key accounts
Ensure the CRM, LMS, and engineering systems are regularly updated for operational readiness and data quality on your accounts
Ensure all communication with customers is welldocumented in SalesForce and appropriate systems
Liaise closely with the Support team and management to resolve escalated issues in a proactive manner
Work cross functionally to drive automation and system improvements in our customer engagement processes
3 years successful track record in a sales/customer success/account management role (Account management preferred with strong Customer care skills) within a software/IT/enterprise company
Possess knowledge of enterprise software concepts and terminologies
Able to articulate the value of Support and effectively manage customer objections
Team player and excellent communicator who can work seamlessly with other business units
Experience working in a start up company is a plus
Proficiency in recording and documenting information in a CRM system, preferably SalesForce

144

Customer Success Manager Resume Examples & Samples

Manage to onboarding process for new Informatica Cloud customers
Work with customer teams to build and enhance their Informatica Cloud skillsets
Assist customer with identifying and defining use cases for Informatica Cloud
Manage customer through initial launch of use cases on Informatica Cloud platform
Serve as the Escalation point and manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer
Develop a trusted advisor relationship with customer and develop them into reference customers
Ensure high customer satisfaction by surveying customers and making adjustments to increase customer satisfaction based on their feedback
Develop and execute customer success plans, and tracking and reporting on key metrics for customer adoption and success
Document the findings from customer interactions and communicating them to various teams inside Informatica. Align the Informatica Product roll out and customer’s adoption on product features Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer
Customer Engagement Analytics : Take a proactive approach by developing and monitoring systems to identify customers who may be at risk of becoming less than completely satisfied
Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team
Minimum 7 years relevant work experience in the field of project management, customer service, professional services, consulting
Expertise and experience dealing with large accounts at the most senior IT and business levels
Strong knowledge of business processes(Sales, Marketing, Service, Support), business applications and automation

145

Customer Success Manager Resume Examples & Samples

You will engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Dynamics CRM to an organization, as well as be a recognized expert and thought leader in the practical application of Dynamics CRM
You will partner with the Dynamics Sales organization in select competitive sales cycles to drive revenue opportunities in new and existing accounts
You will be able to orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal teams (AM, SSP, TAM, EM) and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle
10+ years of experience in at least one of the following disciplines working with Enterprise size customers – Customer Success Management, Technical Sales, Account/Relationship Management, Enterprise Software Consulting/Project Management
Strong understanding of Enterprise-scale line of business solutions from a direct implementation/project management standpoint
Strong customer facing (Consulting, PM or AM) and presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars
BA/BS or 10+ years of equivalent experience, with information technology/accounting/finance focus preferred
This role will require you to travel up to 25%

146

Customer Success Manager Resume Examples & Samples

Interface with customers to deliver pre and post renewal non-technical support and solutions to the Nessus customer base as well as serving as an advocate for customer needs
Act as primary point of contact for existing Nessus customers; facilitate customer relationships via phone and email with monthly, quarterly outreach
Act as a bridge to Provisioning, Finance, Sales, Support, Services, and Product Management by providing input on diverse customer situations and escalated issues
Ensure high levels of customer satisfaction by making certain that customers’ needs and concerns are addressed
Coordinate with channel partners to quote renewals for Nessus customer base
Utilize Nessus Marketing and Renewals Tech Touch Program
Responsible for Quarterly & Annual Revenue goals
BA/BS degree and 1-2 years of sales experience
Experience selling On-Demand, SaaS (Software as a Service) solution or subscription based product is a plus
Account management, sales or customer service experience
Ability to multi-task and manage multiple priorities in a fast-paced, customer focused environment
Working knowledge of MS Office applications and Salesforce
Detail oriented with excellent follow-up
Outstanding oral and written communication skills

147

Senior Customer Success Manager Resume Examples & Samples

Technical Account Management: Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives. Reports regularly to Management on client status
Service Activation and Training: Coordinates internal resources to activate new services on behalf of client. Acts as subject matter expert to train customers, partners and internal employees on the technical details and value of the BroadSoft Contact Center Solution Suite. Contribute thought leadership and best practice, both internally and externally around client engagements
Sales Development: Own responsibility for expansion of the Broadsoft Contact Center platformDevelop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
Customer Care: Maintain customer relationship to ensure customer loyalty
Solid and proven client management experience
Ability to understand client’s business needs and recommend solutions that meet them
Experience with business intelligence and analytics solutions, preferably in the Contact Center/ Telecommunications Environment
Excellent people management and relationship management skills
Strong understanding of project management tools and methodologies
Ability to pre-empt and coordinate advanced planning, coordination and people management in order to achieve the project’s deliverables
Ability to multi-task and prioritize external and internal customer needs along with project tasks
Strong interpersonal, analytical and organizational skills
Travel to client site(s) expected (20-40%)
7+ years related experience preferred
B.S or Masters in Business or Technical degree

148

Customer Success Manager Resume Examples & Samples

Proactively managing, protecting and growing revenue of Lex Machina to existing customers within an assigned territory/set of accounts
Developing and executing a defined account management strategy that drives retention, renewal, and adoption
Successful implementation of customer and trial onboarding (including product set-up, id troubleshooting, training, etc.), enhanced support, on-going maintenance, usage analysis and usage driving activities of assigned Lex Machina customer accounts
Deliver a superior customer experience for Lex Machina and thereby support the businesses’ NPS and renewal goals
Create programs which are designed to help Lex Machina users get the most value from Legal Analytics by identifying opportunities and strategies to improve their business, drive action, and achieve results by using Lex Machina's data-driven insights
Understand user’s business needs/expectations and goals so deeply that everything the CSM does is about helping them achieve/exceed those goals
Meet or exceed monthly and annual sales and retention goals
Identifies and targets revenue/growth opportunities within an assigned territory/set of accounts; develops and implements a detailed strategic account management plan to demonstrate how to maximize those revenue opportunities
Optimize Customer Lifecycle Plan to maximize revenue growth and retention by developing tactics/approaches that will drive the model
Manage existing customer relationships and implement programs and tools to drive retention, revenue growth, and upsell opportunities
Take a proactive approach in growing usage and enabling customer success
Identifies key contacts and decision makers within a customer organization and develops strong relationships with those contacts
Owns the relationship with the customer and is responsible for the overall health/status of the relationship
Create a persistent focus on the customer in the customer-facing actions the company takes
Proactively provides customer and product feedback to other parts of the organization (e.g. Product, Marketing, and Sales), specifically, issues related to product performance and product or content gaps as well as any competitive feedback received from customers; any feedback that can impede or hinder retention and renewal
Assists in contract renewal and negotiates/renegotiates contracts
Conduct Strategic meetings with account decision-makers. This includes business reviews/customer success updates, onboarding meetings, and Lex Machina workflow meetings
Demonstrates an in-depth understanding of Lex Machina including the ability to articulate competitive differentiators and our value proposition
Develop, implement, and execute training and onboarding plans and programs to ensure customer success (renewals, paid trials, and existing customers). Goal of the training and onboarding plans is to drive and establish Lex Machina value, drive usage growth, and increase user engagement
Provide on-going user support via in-person, email, virtual/webinar and telephonic customer interaction
Work with customers to implement Lex Machina programs in-house, including Lunch and Learns, webinars, newsletters, internal resource integration, and other programs to ensure that customers are receiving the value they purchased
Collaborate with Sales, Marketing, Product, Customer Experience, and GC/Chief Evangelist; to create and implement usage analysis, usage driving programs and individual account usage and support plans. Primary responsibility for strategizing and executing the usage plans
Regularly communicates with Sales Directors assigned to the account to understand account priorities, updated strategy and to provide feedback on recommended service element modifications
Act as the account, product and issue expert in assessing and addressing the overall health of the assigned accounts
Share customer knowledge gathered through regular client interaction with the marketing, product, and sales teams
During training and customer meetings, gather and memorialize account specific use cases to ensure that training, onboarding and support materials encompass how to utilize Lex Machina most effectively in all workflows identified for that specific customer. Goal is to articulate and share a differentiated value message that is tailored to the customer and reinforces the value expected
Communicate account specific use cases to the Sales, Marketing, Product, and Customer Success teams
Utilizes all required processes, tools, systems, activity metrics and reporting tools
Review usage to determine areas of opportunity and growth and provide recommendations on the development of customer success resources and tools to drive product awareness, value and adoption
5 years successful account management, sales, customer training or equivalent experience, preferably with complex legal solutions
Proven success driving technology adoption, usage, and engagement,
Proven success renewing, negotiating contracts, and closing business
Deep understanding of law firm and in-house operations and trends affecting the legal marketplace
Stay up to date and track current awareness and legal news involving clients, competitors, practice areas, and industries
Strong verbal and written communication skills including the ability to present to an executive-level audience
Domain expertise in legal processes preferred. Knowledge of intellectual property, antitrust and securities a plus
Ability to troubleshoot and resolve service related issues
Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals
Ability to build strong customer relationships
Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance
Strong organizational skills and problem solving
May require local or overnight business travel up to 20%

149

Customer Success Manager Resume Examples & Samples

Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features. For example: Challenges arising from integration and transition between Cloud and On-Premise
Empowering customers to utilize appropriate services, ES Academy sessions, Value Maps … in order to meet their SAP operational goals via Solution manager functionality etc
Proactively identify services for customers who require a more customized level of support delivered by SAP Preferred Care
Drive SAP Preferred Care retention and renewals by delivering valued and high quality customer engagements
CSMs are required to ensure that specific contractual deliverables are met. For example: Call schedules are in place, requests for assistance refreshing test instances are supported, etc
Excellent English language skills
Intercultural sensitivity: SAP Enterprise Support Cloud Edition and Preferred Care are global programs and interaction with customers worldwide is required
Knowledge of the SAP Enterprise Support Cloud Edition and the included service offerings such as ES Academy, ES Value Maps and SAP Solution Manager is an advantage
A minimum of 2-3 years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
Experience and/or acumen of the following technologies and solutions: SAP SuccessFactors (ideal)

150

Customer Success Manager Resume Examples & Samples

Work with customers to ensure on-boarding, user adoption, retention and overall success
Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc
Function as the voice of the customer and provide internal feedback on how New Relic can better serve our customers
Maintain & gain knowledge of the languages & technologies supported by New Relic
Experience successfully managing large, complex, global customer engagements to completion and customer satisfaction
Good understanding of at least one of the following programming languages (Java, .Net, Ruby, nodeJS, Obective-C, Java-Dalvik)
Bachelors Degree or equivalent from a top university

151

Customer Success Manager Resume Examples & Samples

Functional domain expertise with Financial Management and/or HCM
Project management experience with Financial Mgmt and/or Human Capital Mgmt application system implementation
3+ years experience project managing financial implementations for larger, more complex organizations
Working knowledge with at least one of the following business areas: General Ledger, Accounts Payable/Receivable, or Services procurement

152

Customer Success Manager Resume Examples & Samples

Manage and own relationship of Strategic client portfolio
Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio
Create, and drive the implementation of, a Customer Success Plan detailing the metrics of customer success (Scorecard) and plan to achieve the metrics (Action Plan) for each client
Build deep customer relationships “high and wide” (operational through executive, across all the relevant functions)
Become “trusted advisor” to each of our clients
Develop, prepare, and nurture customers for advocacy; drive 100% reference-ability
Advocate customer needs/issues cross-departmentally, program manage account escalations
Drive growth of your territories Net Promoter Score
Provide Quarterly Business Reviews (QBRs)
Build and execute a Territory Plan which details how you will beat your revenue and NPS targets (among others)
Prepare accurate revenue forecasts and sales cycle reporting via Salesforce.com

153

Customer Success Manager Resume Examples & Samples

Manage account escalations
Demonstrate competency in the ServiceNow IT Operaions Management product suite
Functional domain expertise with IT Operations Management applications

154

Customer Success Manager Resume Examples & Samples

Ability to communicate clearly and technically in both written and verbal communications
Experience in the payroll or benefits outsourcing or consulting industry
Understanding of enterprise software solutions or business application software with the ability to troubleshoot and configure that software
Experience with Dayforce HCM or similar cloud payroll technology
Demonstrated analysis, troubleshooting and problem solving skills
Solid understanding of Human Capital Management business processes
Ability to lead requirements gathering sessions and facilitate client and internal meetings
Ability to multi-task and perform effectively under pressure while working with cross boundary internal and external groups and clients
Ability to work with all levels within a client organization
Strong relationship building and client advocacy skills
Ability to learn and assimilate information quickly with a desire to continually learn
Intellectually curiosity with the ability to comfortably dig for information with customers and internal resources
Bachelor’s degree in business, information systems, human resources or equivalent experience
Strong knowledge of payroll, benefits or human resource operations processes
3+ years experience providing human capital management consulting as an analyst or working in service delivery interacting directly with clients, preferably in a managed services or large, high volume multi-state multi-national environment in payroll, benefits or human resource operations
Customer management and project management experience is required
Ability to manage multiple, concurrent ongoing client support and participate as a Subject Matter Expert in new client implementations and deliver high-quality results in a fast-paced environment
Must have strong organizational skills, time management skills with multi-tasking ability, strong customer focus, analytical and problem solving skills and the ability to work independently and in a team environment
Ability to facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
Strong team-play skills, especially in high-pressure, fluid situations
Understanding of file feeds, XML and SQL
Proficiency in Microsoft Word, Excel, and PowerPoint and experience tracking information in case management systems
Have enthusiasm, a strong work ethic, and optimistic attitude
Ceridian product knowledge desired
CPP, FPP, CBP, SPHR/PHR, SHRM-SCP/CP certifications highly desired
This role performs as the primary point of contact orchestrating all managed services support activity within the Ceridian Managed Services team for their client(s) with the goal of exceeding client expectations and providing a superior customer experience.Also responsible for troubleshooting, consulting and enhancing the client experience, by guiding them through the applicable functionality, product release notes, enhancements and system fixes
Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs and tracking account activity
Troubleshoot customer systems and business issues, providing recommendations for solution; routes timely and complex systems issues to correct technical resource through the case management system and monitors the issue to resolution
Engage cross-functional resources both internally and externally with customer organizations to solve problems or implement systems changes
Understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities
Assist customer with internal end-user support and customer procedures, as they pertain to the usage of the HCM product suite
Recognize and monitor escalations, assist in researching or providing root cause analysis and adhering to client SLAs
Complete first tier systems configuration changes and test to ensure the application changes work as designed to meet client needs
Understand and explain systems features and benefits of the product line as it relates to customer needs
Have an “I own it” attitude about deliverables and projects from start to finish
Facilitate client weekly or biweekly account reviews and quarterly business reviews
Process Improvements – participate as a SME in quality improvement projects; lead and support internal organizational change initiatives; recommend product enhancements that will benefit our clients or the managed support model
Seek out and embrace feedback, take on assignments that challenge and improve skills

155

Customer Success Manager Resume Examples & Samples

Good understanding of value drivers in recurring revenue business models
Deep understanding of Customer Success metrics and how to measure them
Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills
Self-starter, able to set priorities and complete tasks with minimal oversight - must have the ability to complete these projects and tasks with the available given resources, documentation and independent research
Enthusiastic and creative leader with the ability to inpire others
2+ years leading customer-facing organizations preferably in B2B SaaS
Understanding of cloud solutions is required; and
Mastery of Salesforce and/or other CRM and support tools

156

Senior Customer Success Manager Resume Examples & Samples

Understanding of platform sales, respective terminology, and how developers think
Excellent listener with an aptitude for problem solving
You can dig in the details but also level up to the bigger picture and talk architecture and solutions as well as overall business goals
Ability to work in a fast-paced environment, working with sales from start to finish as well as account management and customer service
Demonstrated ability to build strong internal, external relationships and working remotely
Proven track record of managing client expectations and ability to help them to use the product successfully
Strong problem solving and deductive reasoning skills
Success in exceeding revenue quota and managing territory
Managing customer relations escalations for the accounts under management
Manage key leading and lagging KPIs, creating appropriate programs to influence
Programmatically manage and report on adoption plans and related work streams both with the customer and internally
By the end of the first six months, you would have successfully developed relationships with customer contacts, renewed agreements, and sold additional services. You will advocate on behalf of your customer. You will understand your forecast and what's required to achieve it. You will present a business plan to management for maintaining and growing your accounts

157

Customer Success Manager Resume Examples & Samples

Managing customer issues within our CRM system
Periodic customer visits to understand their environment, Business Needs and culture; Establish and participate in project steering committee meetings
Become an evangelist for all Informatica products
Understand and assess customer requirements, level of adoption of the service and assess the risk in renewing the current contract
Experience in Account Management and/or Sales with experience working with Fortune 500 clients and agencies with at least 5 to 10 years of experience in managing customers using Enterprise Software
Ability to strategically expand new opportunities within existing accounts,
Demonstrable consultative selling skills
Proficiency in leading meetings and delivering presentations

158

Customer Success Manager Resume Examples & Samples

Contribute to the creation of standards and best practices by product and customer segment
Interface with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering
Expertise managing accounts in a customer-facing role
Gainsight experience a plus

159

Customer Success Manager Resume Examples & Samples

Works with customers to successfully implement services, reducing time to first use and time to benefit
Develops strong relationships with customers and coworkers
Maintains an understanding of customer requirements and strives for maximum customer satisfaction
Applies basic understanding of internal tools for documentation and reporting requirements; runs standard reports with minimal guidance
May conduct product-specific training classes for customers and fellow Customer Care team members
May participate in Beta testing of both new and existing products
Customer-focused – what we do revolves around the customer!
Bachelor’s degree or equivalent is preferred
2-4 years’ experience providing superior customer service is required
Tech-savvy, personable with natural problem solving abilities
Ability to be a team-player and willing to work with others toward common goals
Ability to excel in data-driven, metrics oriented environment
Has a keen interest in Software-as-a-Service (SaaS)
Strong presentation/demonstration skills, effectively working directly with prospects, clients, and account executives
Demonstrated excellent verbal and written communication skills
Demonstrated ability to manage a high volume of activities with varying priorities
Demonstrated discretion and ability to work with confidential information
Can perform day-to-day work with minimal supervision, and new and/or complex assignments with more detailed direction
Strong customer relationship skills; ability to penetrate, grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues
English-speaking proficiency is required; bilingual skills a plus
Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com preferred

160

Customer Success Manager Resume Examples & Samples

6-10 years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
Functional domain expertise with Financial Management
Project management experience with Financial Management implementation
Working knowledge with at least one of the following business areas: General Ledger, Accounts Payable/Receivable, Services procurement
Experience managing clients in the Higher Education and/or State/Local Government space required
LI-MR1

161

Customer Success Manager Resume Examples & Samples

Work alongside Sales, Professional Services, Support and other EDQ teams to ensure the EDQ’s premier customers have a seamless customer experience
Leverage knowledge of EDQ’s product suite to identify Product and Services sales opportunities, as well as potential renewal risks, within the existing customer base
Track and monitor overall EDQ customer health through the collection of surveys and the analysis of Salesforce metrics to better understand key opportunities and competencies
Collaborate with the Global Product Development team to ensure customer needs are being captured and prioritized in product development release cycles
Identify customers whose stories align with Sales and Marketing strategies, who could act as customer references in order to drive customer engagement and additional revenue
Triage customer questions and ensure issues are documented and routed to the appropriate EDQ team in order to best meet the customer’s needs

162

Senior Customer Success Manager Resume Examples & Samples

Understand customer usage and account health to proactively mitigate any renewal risk or product churn
Identify end-user challenges or requests and proactively connect the customer with kCura SMEs
Coordinate closely with Account/Channel Managers for his/her accounts
Work with Account/Channel Managers to build and execute annual Success Plans for his/her accounts
Work with Customer Success Management to help build new offerings and playbooks
Analyze data to identify trends and trigger opportunities to drive adoption with the customer
Assist with the implementation of processes and technology to better anticipate and identify customer issues
Help develop standards and best practices to by product and customer segment
Identify potential upsell opportunities within current accounts
Provide oversight to complex initiatives, such as new product configuration/onboarding, upgrades, etc
Participate in customer meetings, including Quarterly Business Reviews
Interface closely with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering
Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
Mentor and support more junior team members
7 years of customer-facing support in the software industry
5 years of eDiscovery and/or litigation support experience
Expertise managing large, complex accounts in a customer-facing role
Ability to address tactical issues as well as maintain a long-term strategic vision
Listens to customers, identifies business process pains, and recognizes opportunities provide the best possible solutions
Drives collaboration across departments and functions to facilitate issue resolution
Effective and professional communication skills
Ability to travel up to 50%
RCA certification preferred

163

Customer Success Manager Resume Examples & Samples

Assist in establishing and executing on annual account plans for his/her accounts
Provide oversight of specific initiatives, such as new product configuration/onboarding, upgrades, etc
2 years of customer-facing support in the software industry
Experience working in a customer-facing role
Ability to address tactical issues
Listens to customers and understands business issues and needs

164

Customer Success Manager Resume Examples & Samples

Drive license adoption and active usage within key accounts
Ensure renewal for key accounts by driving deployment and adoption
Generate opportunities for upsell and reference within key accounts
Be a trusted and knowledgeable advisor for cutomers’ IT and business leadership
Build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors
Manage and solve conflicts affecting the account
Coordinate, facilitate and operate across internal teams at Dropbox and external partners as the deployment & adoption lead for an account
Ensure timely and successful delivery of solutions according to customer needs and objectives
Communicate the progress of an account plan internally and externally
Forecast and track key deployment and adoption metrics

165

Customer Success Manager Resume Examples & Samples

Achieve customer success outcomes including higher customer product adoption, customer satisfaction, and overall customer health scores
Drive seamless onboarding processes and work cross-functionally with our sales, support, services and partner teams to proactively manage each customer’s successful deployment
Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
Proactively manage each customer’s business needs and environments – actively seek opportunities to generate references and referrals, and program manage account escalations
Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint
Influence product development strategy by advocating on behalf of our customers
5+ years of experience in services, account management, or related customer-facing experience
3+ years of experience in enterprise solutions sales environment with knowledge of CRM business processes
ServiceNow platform and applications experience is a plus
Passionate about technology and how it can be leveraged to drive business impact
Fanatical about customer success and tenacious at driving long-term customer value
Highly data-driven with a commitment to drive and track a consistent engagement process with all customers in your portfolio
Ability to travel (up to 25%) is essential to your professional success
Excellent verbal and written communication skills - superior academic performance

166

Customer Success Manager Resume Examples & Samples

Work with account team and customer to develop and execute on adoption and modernization strategies
Proactively address customer needs with appropriate internal resources to ensure customer satisfaction with SAS solutions and services
Uncover additional sales/services opportunities and direct leads accordingly with sales, education and professional services
Develop advocates within accounts
Develop and maintain positive customer relationships
Identify and document SAS usage and value within the account
Deliver client presentations
Deliver customer feedback regarding SAS solutions and services to Product Management and R&D and other groups to improve products and processes
Act as a liaison between groups where an escalation of critical issues is required
Collaborate with other Customer Success Managers to build and share best practices and identify the strong customer ready strategies

167

Customer Success Manager Resume Examples & Samples

Hold expertise in at least 2-3 products in the space of Optimization, CRM, Personalization, Recommendations or Segmentation
Understanding Customer Funnel Analysis using any of the Analytics tools
Knowledge of KPIs & Improvement drivers in the Customer Funnel for e-Commerce, Marketplaces or other digital sectors
Utilize project management skills to drive all aspects of project planning, governance and onboarding including detailed deployment timelines and deliverable definitions, status communications, project success criteria, and issue mitigation and resolution
Ensure appropriate resources are dedicated both internally and externally to meet/exceed project and customer expectations
Review overall project status with clients on a regular basis, usually in the form of conference calls, web presentations, or onsite meetings as required. Serve as the primary point of contact to the client during implementations for all work related to the project. Communicate project status and issues internally across multiple organizational levels
Technical Aptitude: Ability to understand complex technology and explain it simply
Data Driven: Understand how to manipulate, analyze and interpret data
Ability to bring projects in on-time and on-budget, while communicating and resolving issues in a clear and professional manner

168

Customer Success Manager Resume Examples & Samples

Own the overall customer relationship based on assignments from the product management leadership
Establish a trusted partner/advisor relationship with assigned clients and drive value with Syniverse Mobile Marketplace
Work closely with customers to understand their measures of success and identify areas for improvement of the overall product
Respond to customer support requests and take necessary actions to help customer with their query
Provide technical and product expertise to Syniverse and the customer during the onboarding process
Get feedback from customers in order to improve the customer experience, the user interface and the overall process and functionalities of the Mobile Marketplace
Based on customer insight, suggest product enhancements
Participate to the definition of the product roadmap
Generate ideas and proposals on how to increase product adoption, product usage
Create strategies and ideas to increase and maintain retention rates as well as overall customer satisfaction
Coordinate periodic calls with select customers to review business issues
Create and monitor customer success KPIs and report on each assigned client
Process all Special Requests, from receipt of initial customer request through customer billing
Exceptionally, participate in customer visits to gain understanding of customers’ business issues, use cases and usage of our Mobile Marketplace
Attend product team roadmap meetings calls to ensure future customer requirements are being adequately represented
Maintain product expertise by keeping abreast of technologies as they apply to relevant Syniverse products and services

169

Customer Success Manager Resume Examples & Samples

Ideate, create and manage customer campaigns that drive customers’ adoption of our products, increase customer self-sufficiency and result in continued renewals of our customer base
Develop new training content to fulfill customer needs based on trends you have identified during analysis of your dedicated customer space
Deliver engaging webinars on best practices, specific strategic solutions or feature demonstrations to provide customers with on-going educational opportunities
Design end-to-end one-to-many processes (lifecycle process, risk management process, expansion process)
Collaborate with the Customer Success team and cross-functionally with Marketing, Training, Implementation and Product teams to identify new ways to effectively communicate and serve the needs of our customers
Effectively collaborate across SPS Commerce to manage and coordinate planned customer communications and events calendar
Develop SPS product expertise, industry expertise, account management marketing expertise. Leverage expertise in these areas to become a trusted advisor to over 20,000+ customers, building trust with these customers and connecting on a personalized level while leveraging a global touch strategy
Effectively utilize internal tools to communicate globally to our customer base, includes but not limited to: Gainsight, Co-pilot, intercom.io and Pardot
Focus on branding and customer experience so as to delight the customer with small touches along the way
Highly collaborative with the ability to manage multiple initiatives
Proven ability to engage across corporate functions
Strategic thinker along with the ability to execute on ideas
Previous client or customer-facing experience
Strong time management and organization skills
Strong technical skills and willing to learn and adopt new technologies
Bachelor degree or equivalent work experience

170

Customer Success Manager Resume Examples & Samples

Regular customer contact - weekly meetings, and quarterly presentations
Escalation management for high impact, high visibility accounts/situations – customer communication, RSA Engineering engagement, executive summaries/dashboards, tracking & reporting
Resource engagement across multiple cross functional teams internally
Proactive discussions on delivery of service to meet and exceed client expectations
Identifies, facilitates and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources
Maintains high level of awareness of service issues effecting the RSA product environment including proactive problem avoidance behavior and maintenance practices. Provides consolidated information in the form of reports on all service related account activity
Work closely with RSA Customer Support and other Services and Product teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives
Establish, build and maintain positive, professional relationships at all decision levels within assigned accounts
Provide advice and consultation to customers on planned timelines and objectives
Prepare, schedule, and conduct quarterly account reviews; maintain accurate record of discussions and action items
Lead Customer Success initiatives – owning and driving all deliverables, deadlines, reporting, etc to ensure program/account success
Possesses strong product/technology/industry knowledge
Self-starter with time management and strong organizational skills
Experience presenting to clients at all levels in person and over WebEx
Direct customer management experience a necessity
Negotiation and Conflict resolution skills
Experience in driving complex customer problems to resolution
Tools; Salesforce, MS Office, MS Excel
Spanish speaking a plus – not required

171

Senior Customer Success Manager Resume Examples & Samples

Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned, high complexity, large revenue customer portfolios with possible global account responsibility
Build, maintain and execute on account plans for each assigned account and coordinate appropriate internal domain experts for delivery
Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce CommerceCloud
Ensure ongoing adoption by the customers' website(s) of the continuously innovating Salesforce CommerceCloud feature set
Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the Salesforce CommerceCloud roadmap in a balanced "one-versus-many" approach required by the SaaS model
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted 3 way partnership between customer, partner, and Salesforce CommerceCloud
10-plus years of professional experience, with 7-plus years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
ECommerce industry experience and knowledge required
Experience with CRM systems such as Salesforce.com required
Demonstrable experience in and ability to develop, execute, and monitor account plans for top tier Customers
Deep understanding of B2B SaaS models from the vendor side, including commercial contracts
Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
Experience leading and working with distributed, co-located teams required
Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment
Demonstrated experience in commercial contract negotiations
Bachelors' degree in a related field required
Must be able to travel domestically and internationally up to 50% of the time

172

Customer Success Manager Resume Examples & Samples

Develop direct communications and relationships with top 20 accounts in each region and maintain high satisfaction and NPS scores
Strive and be passionate for page growth by leveraging all supplies innovations, existing tools/platforms and integrate all relevant functions such as marketing, Biz dev, financial consultant, service etc
Support and guide customers to maximize supplies yields by leveraging best practices, training, setting goals, rewarding, etc
Study the accounts’ production environment and recommend operational excellence activities to increase efficiency, uptime and market addressability
Tight cooperation with the account managers, assuming overall responsibility to manage all transactions around non press items (options, DFE, upgrades, etc.)
Manage all customer inquiries regarding supplies/service price increase ,invoices and other non sales related issue
Minimum 5 years of proven experience with customer success or equivalent history of increasing customer satisfaction, adoption and retention
Proven ability to communicate and promote value proposition of products
Strong team player but still self driven
Thrives in a multi – tasking environment and can adjust priorities on the fly
Must have proven commercial sales skills and negotiations experience

173

Customer Success Manager Resume Examples & Samples

One year experience as a community manager
Experience working with social and web technologies such as Jive, Yammer, Slack, Office365 (including OneDrive and Office Groups), and BlueJeans
Strong presentation skills, confident in public speaking and providing training to both small and large groups
Strong communication skills, both written and verbal, and in various mediums (documentation, social, marketing) and tone
Experience administering social tools such as Jive and Yammer
Experience with measurement, either via intermediate Excel skills or experience with Tableau or PowerBI
Bachelor’s Degree in Computer Science, Information Systems, Human Computer Interaction, Informatics, Business Administration, Marketing, or Communications

174

Customer Success Manager Resume Examples & Samples

As the Senior Principal Success Manager, you own ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Salesforce, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
Working in the Scale Events & Programs team, you are responsible for customer engagement across several in-person and virtual channels including events, webinars, email, social and community for customers across APAC and locally in Australia
Contribute to the development of customer engagement strategy and devise & execute programs both across APAC and locally in Australia
Lead regular interactive in-person and virtual discussions with groups of customers focused on key adoption-related topics
Coach customers to ensure they are leveraging all available Salesforce Success Resources e.g. Help & Training, Communities, User Groups, webinars etc
Partner with local sales and marketing teams to execute programs to address adoption challenges, identify opportunities and improve renewal rates
Develop deep technical and/or strategic advisory skills
Minimum 8 years' relevant work experience
Executive-level communication and interpersonal skills, with the ability to deliver presentations and workshop style content to customer audiences of varying size and complexity across APAC
Ability to work as part of a distributed team with your manager and team members located in different countries
Self-starter with strong networking skills and success in building relationships with different internal teams and externally with customers, partners and communities
Flexibility for travel (approximately 20%)
Experience creating and executing programs to large diverse audiences
Working knowledge of the software development process and of software design

175

Senior Customer Success Manager Resume Examples & Samples

Managing a set of your own customer accounts, understanding their vision and objectives so that you can effectively drive their adoption and success with Oracle Marketing Cloud
Ensuring complete customer satisfaction
Ensuring customer contract renewals
Driving Product upsell and Services cross sell opportunities
Collaborating with Sales, Services and others across local and global teams to bring the right resources and solutions to support your customers’ Modern Marketing journey
Significant business experience working with prospects and customers in a sales, service, or marketing capacity
Experience/education in digital marketing a significant plus
Passion for servicing customers to achieve outstanding satisfaction
Experience with Software as a Service (SaaS) enterprise software applications from a user standpoint. Examples include CRM software, business intelligence, web analytics, and campaign management applications
Strong communication skills (both oral and written)
Prior experience with administering contracts and documenting account plans
First class business development: proven experience identifying, developing and closing selling opportunities and expanded business relationships
Possess excellent negotiation skills
This role will service a substantial number of clients; successful candidates must have exceptional time and task management skills as well a strong process orientation
Proven problem solving skills in both business and technical environments; understand issues, anticipate needs, and drive problems to resolution
Ability to work independently, learn quickly and be proactive
Strong organization, follow through and documentation skills suitable for client communication
Periodic face-time with customers is crucial and thus some travel may be required based on location of assigned clients

176

Customer Success Manager Resume Examples & Samples

Support and guide customer resources that include Splunk Administrators, Architects, Knowledge Managers, Developers and Users for increasing Splunk adoption and overall customer success
Assist and provide expert best practices in adoption, expansion, additional use cases and in setting up Splunk Center of Excellence
Assist with system upgrade planning and execution
Assist in workshops to help customers leverage the full value of Splunk solutions and lead periodic stakeholder meetings
Provide insights with respect to the availability and applicability of new products and features
Support Professional Services in identifying, scoping, and selling follow on and new service opportunities
Support Education Services in identifying and recommending staff training opportunities
Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction
Act as the Splunk liaison for Splunk technical questions, issues or escalations. This will include working with Splunk Support, Product Management (i.e. roadmaps), or others as needed
Work closely with the Splunk Account Team (Account Manager, SE, CA, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions
Maintain current functional and technical knowledge of the Splunk platform and future products
Help to document best practices in developing and using the Splunk Documentation run book
Large scale implementation, analytics and big data experience
Previous hands on technical experience with a progression of career responsibility
Previous Splunk product knowledge
Security domain, implementation and security tools knowledge
Virtualization and systems administration knowledge
Previous experience as a Solutions or Client Architect

177

Customer Success Manager Resume Examples & Samples

Conduct regular business reviews and build relationships with executive-level customer stakeholders; on-site presence and travel may be required
Conduct regular business reviews and build relationships with management level stakeholders at our strategic partner; on-site presence and travel may be required
Work with our strategic partner teams to identify expansion opportunities
Build out and operationalize this role within the Customer Success organization and methodologies that are applicable in different Box markets
Define top level success metrics and report regularly to the Customer Success management team on progress
Partner with CS Management on delivering a partner account post-sales strategy that accelerates customers route to success
Degree essential; technical / CS background is a plus
Strong enterprise account management, consulting, and/or sales experience
Strong business acumen, with demonstrated ability to understand common enterprise functions, workflows, and economics
Self-motivated go-getter who has a builder mindset and can operate independently

178

Customer Success Manager Resume Examples & Samples

Engage with Systems Engineers, Partners, and Customers to scale Customer Success processes across the client base
Develop repeatable and flexible methodologies to accelerate adoption with clients via sales and partner teams
Work cross-functionally to capture feedback, lessons learned to drive improvements in adoption approaches around security capabilities
Develop meaningful business relationships with key partners around Customer Success
Track and manage engagements (100+ globally) around scale/low touch adoption, and report progress at the executive level
Monitor and report regularly on engagements (100+ globally) around scale/low touch adoption, and report progress at the executive level
Develop relationships to enable SEs and Partners to deliver a consistent Customer Success experience with clients
Develop content and materials which can be used by customers, partners and employees to drive adoption of security capabilities
8-10 years’ relevant work experience in a customer-facing customer success, account management or strategic consulting organization. Security experience a plus
Familiarity with Salesforce, and Tableau a plus

179

Senior Customer Success Manager Resume Examples & Samples

Assess program risks, anticipate challenges, and provide escalation management when necessary
Oversee program execution including personnel assignment, project scheduling, and timely delivery. Ensure customer is successful
Think big and develop next generation professional services approach automating advisory services for customers through technology
Lead or support engagement with global customers as required
5+ years services delivery or customer success management experience, B2B industry preferred
BA/BS degree
Program management or services experience deploying technology solutions
Strong ownership, bias for action and willingness to role-up your sleeves
Expert use of MS Office Suite, CRMs (e.g. Salesforce.com), sales and marketing automation tools, eLearning tools

180

Customer Success Manager Resume Examples & Samples

Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Splunk Account Stakeholders and externally to Customer Sponsors and Executives
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review executive dashboards, KPI’s and program status
Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions
Assist and provide expert deployment, operational best practices and establishing a Splunk Center of Excellence

181

Customer Success Manager Resume Examples & Samples

Own overall relationship with assigned clients that include: Increasing adoption, ensuring retention, and satisfaction
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, KPI’s and program status
Provide insight with respect to the availability and applicability of new products and features

182

Customer Success Manager Resume Examples & Samples

Troubleshooting, providing data points that show value, and reducing time-to-resolution at the User level
Solid understanding of APM space, client management and basic understanding of technologies
Ability to develop scope of New Relic's products and build relationships at User level as secondary point of contact
Ability to pull key metrics together to perform QBR's
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors

183

Customer Success Manager Resume Examples & Samples

Work with customers to ensure onboarding, user adoption, retention and overall success
Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering etc
Experience successfully managing customer engagements to completion and customer satisfaction

184

Customer Success Manager Resume Examples & Samples

Ability to acquire market knowledge and understanding of market structures
Proven support experience
High level of organisational & planning skills
Able to build relationships both externally and internally
Demonstrable understanding of the sales proposition

185

Customer Success Manager Resume Examples & Samples

Serve as an HIM industry expert to M*Modal clients, as needed
Ensure M*Modal’s compliance with all regulatory agencies. Ensure M*Modal is HIPAA compliant at all times
Maintain all CEUs required for position and attend educational seminars as needed
Knowledge of the coding area within an HIM department; workflow within the coding area; coding metrics; hospital revenue cycle
Strong strategic planning and project management skills
Strong working knowledge of HIM systems with diverse experience on multiple EMRs
Impeccable oral and written communications skills that demonstrate active listening, usage of open-ended questions and collaborates effectively
Strong team player and self-starter
Passion for helping others and collaborating with a team

186

Global Customer Success Manager Resume Examples & Samples

Oversee the success of all customers in your portfolio to ensure success and health
Build and nurture C-level relationships across the top accounts in your portfolio to solidly partnership with Apttus
Work closely with the Install Base sales teams to build and execute on strategic account plans
Ability to build and maintain strong relationship with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts
Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
Ability to lead cross function business and technical teams to provide timely issue resolution
Ability to travel up to 25% of the time

187

Customer Success Manager Resume Examples & Samples

Experience rolling out new products to technical admins and end users of enterprise companies and getting them excited about transforming their processes
Experience drawing out and shaping customer goals and helping them achieve those goals with a software product
Experience on-boarding customers
Customer interview skills with proven ability to dig deep into root causes
Experience creating and iterating on Customer impacting processes
Experience defining and documenting best practices
Technical Account management or Pre-sales background
Previous experience helping an organisation adopt an Atlassian product or similar
Experience working with on-premise software deployments

188

Customer Success Manager Resume Examples & Samples

Design Pilots for Success
3+ years of customer facing experience
Experience business process mapping
Engineering or Business degree from an accredited university
Experience upselling services to customers
Project Management and team leadership competency
Strong negotiation and influencing skills
Ability to travel – estimate 10%

189

Customer Success Manager Resume Examples & Samples

Work with a higher volume of smaller, less complex customers to develop long term partnerships
Act as primary point of contact for the customer throughout the Cloud Service Lifecycle
Advise through customer introduction calls and welcome materials, including on boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures
Acts as Oracle navigator to gain access to necessary Oracle Resources
Ensure customers are updated on new product features and have developed a roadmap to implement
Educate Customers on the value of the overall solution and encourage optimal utilization
Gather customer product feedback to help product management define the product roadmap
Collaborate with Oracle’s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer Referral program and participation in the Oracle Retail customer communities
Guide your customer through significant service milestones such as upgrades, new releases, maintenance notifications, etc
Host regularly scheduled service reviews (SLA performance, issue tracking/open bug status, etc)
Looks for potential cross sell/upsell opportunities
Regularly measures customer satisfaction levels through the use of surveys, phone calls, etc
Prepares internal status reports for Oracle Management outlining key metrics
Preference towards having experience working with software applications customers in a project implementation or production setting. Related experience from consulting services, product support, SaaS and cloud based environment management, data center environment management, or product development is preferred
Previous experience with Oracle Retail applications and/or Software-as-a-Service solutions is preferred
A good understanding of an implementation cycle, as well as familiarity with Oracle Support processes is preferred
Skills in high-level relationship building are important. The candidate needs to be able to interact with individuals from all levels of an organization – from engineers to executive – both internally and externally
Strong verbal and written language skills will be well-utilized in this role, and efficient decision-making ability is essential
Competency in understanding and communicating technical actions related to a SaaS cloud service is preferred – examples include: infrastructure security, network performance, service level monitoring, service maintenance, etc
Occasional travel may be needed (5-10%)
Primary work location is flexible within the U.S. – based in an Oracle or home office. Preference towards city locations near where Oracle Retail has offices: Atlanta – GA, Austin – TX, Boston – MA, Cleveland – OH, Columbia – MD, Minneapolis – MN

190

Customer Success Manager Resume Examples & Samples

Creativity and thinking outside the box to come up with solutions and provide customer value
Ability to effectively manage time and provide consistency in all customer engagements
Ability to collaborate with team to enhance methodology practices and overall service delivery
Ability to convey confidence and authority, both internally and externally, as customer success owner for aligned customers
Ability to travel 1-2 times annually
Any other skills that may differentiate you in ensuring customer success in achieving business goals

191

Customer Success Manager Resume Examples & Samples

Develop and maintain excellent collaborative partnerships with internal and external customers in an assigned territory
Gain a holistic view of customers in your assigned market
Confirm delivery and availability of subscribed resources
Communicate with customers post-sale to help facilitate awareness and high use of Gale products
Verify and work to exceed customer expectations
Actively manage customer relationships
Outside of technical or invoicing issues, serve as the primary support contact for customers: field customer inquiries, help diagnose the root cause of problems, and assist them in navigating the organization as needed to achieve their desired outcome
Advocate customer needs cross-departmentally and prioritize as necessary to meet customer timelines
Work with sales, training, and marketing to develop post-sale, account-level customer success strategies pursuing customer advocacy and the promotion of best practices
Work with customers to help facilitate new product installation in its community or campus (i.e. training, website placement, tools to drive usage, etc.)
Develop opportunities to drive value from existing digital products
Communicate with vested internal stakeholders and support groups where appropriate
Proactively monitor account level usage, making consultative recommendations as appropriate
Record all customer events and conversations in CRM ensuring effective use of internal tools
Partner with management providing updates, status, and support trends
High school graduate or equivalent with some relevant college coursework completed
Minimum of three years recent experience in relationship based position such as sales, customer service, or project management
Thrives in a multi-tasking environment
Connects quickly with others; strongly motivated to leverage and build long-term relationships
Ability to grasp technical concepts and capable of mastering new operating systems and digital products
Dedicated to exceeding customer expectations, anticipating needs, and focused on improving brand satisfaction
Team player who is highly flexible, adaptive to change, strives for superior results and constant improvement
Proven ability to work independently leveraging available resources to meet objectives
Takes responsibility for actions and has timely follow-up on commitments
Individuals in this position must maintain relationships within the department and with staff outside of the department. They must be effective interacting with a broad range of staff and customers at all organizational levels
Proven ability to drive continuous value across a portfolio of products
Understanding of customer support technologies and leveraging strategic support to meet business objectives
Broad knowledge of the digital information and/or publishing industries

192

Customer Success Manager Resume Examples & Samples

Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty
Continually identify and develop new use cases for our products that drive adoption and that align to customers’ business needs and strategic goals
Ability to proactively spot and correct any issues that could affect customer satisfaction or retention
Capable of coaching customers to be product experts and train their teams on best practices so they become increasingly self-sufficient
Ability and desire to mentor and develop talent
3+ years of experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention within a software company
Proficient in SaleForce and MS Office suite
Strong interpersonal and communications skills, demonstrated team player, and strong leadership skills
Excellent speaking, writing, diplomatic, analytical, and problem-solving skills
Strong team player, but still a self-starter

193

Customer Success Manager Resume Examples & Samples

Develop a trusted relationship with key stakeholders and decision makers, understand and respond to customer needs bringing the customers value in the focus
Understand key elements of the customer’s environment and Cloud strategy
Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Care scorecard
Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP S/4HANA Cloud
Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions
Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption
Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed
Carry out a continuous trend analysis for proactive risk mitigation
Proactively contribute to strategic customer programs launched by ES & Preferred Care management, e.g. SAP Enterprise Support Advisory Council
Drive the identification of scalable portfolio development needs for S/4HANA Cloud with the portfolio owner
Up to 50% travel on-site presence
Knowledge of the SAP Enterprise Support and Preferred Care and the included service offerings is an advantage
Knowledge of SAP S/4HANA and SAP S/4HANA Cloud is an advantage
Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
5-7+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
Experience in transferring knowledge to others (coaching & mentoring) is an advantage

194

Customer Success Manager Resume Examples & Samples

Develop a trusted-advisor relationship with customer executive sponsors such that all Mashery activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Mashery solution to be realized
Establish post-implementation adoption activities such that the overall success of the customer's API initiative can be closely monitored including visibility to the executive sponsors
Diligently pursue the creation and measurement of value from the API program by the customer
Serve as a customer advocate in driving industry best practices and the evolution of Mashery product and platform functionality integral to the customer's success
Facilitate the development of a vertical industry community of like Mashery customers and/or geographically grouped customers, routinely sharing best practices and leveraging lessons learned
Identify expansion opportunities for each customer to further the value the API program enables them
Assist the customer in understanding the breadth and depth of solutions and services the different Mashery teams and solutions can enable them and coordinate the commercial and operational structures for the customer to obtain those
Ensure the commercial relations between the customers and Mashery are maintained at a win-win fashion including timely contract renewals and compliance
Must currently live in the West region
Passion for customer success
Strong proven commercial experience in both software and services deals
8 years of work experience in at least one of the following fields: sales, account management, professional services or management consulting
Ability to relate to the Mashery business, understand the sources of value and believe in their impact on customers and businesses
Strong teamwork mentality
Self-starter with strong motivation for getting things done
Understanding of the technology field
Experience working at software/SaaS companies
BA/BS degree required, MBA or MS is a plus

195

Customer Success Manager Resume Examples & Samples

Conducts customer-needs analysis and create customized account plans for maximizing usage of services; including uncovering direct sales opportunities
Working with Sales to answer tenders, especially the renewal subscription tenders
Develops and conducts workflows to monitor customers’ usage on Ex Libris solutions and takes some preventative measures if needed
Regularly schedules and conducts public webinars
Creates educational materials utilizing learning resources, eLearning systems and video delivery software
Participate in technical meetings and discussions, working closely with Sales, PS and Support to communicate client issues and to establish, manage, and adjust processes for customer needs
Analyzes and diagnose best case uses for customers to maximize Ex Libris experience
Follows-up with post-training customer concerns, technical support or questions via email and telephone
Understands and trains customers to maximize implementation for a wide variety of discovery tools
Gives presentations at conferences and other events
Takes a proactive approach when appropriate by contacting customers, including but not limited to offers of training, issue resolution follow-up, and general consulting
Escalate queries, bugs and feature requests as appropriate; work with Support teams on such requests as needed
Master degree in a technical field such as Library of Information Science
Working experience in library, publishing or information industry
Outstanding customer service skills and a desire to assist customers
Ability to learn new products quickly and to adapt to changes in delivered services
Strong analytical skills (system analysis, problem solving, debugging others/own code, etc.)
Experience handling technical and/or customer support issues
Strong multi-tasking and organizational skills. Great attention to detail
Self-starting, self-motivated, team player who has the ability to work independently as well
Good interpersonal skills: gets along well with others
Shares knowledge readily and recognizes own need to learn
Outstanding time management and punctuality
Proven skills with MS Office Suite of products
Experience teaching or training others, especially in a technical context
Experience with JavaScript, XML, XSLT, JQuery, Angular
Experience using academic search engines
Experience writing knowledgebase documentation

196

Customer Success Manager Resume Examples & Samples

Mutually develop a roadmap of what the customer and ServiceMax deem to be a successful implementation and desired utilization of our solutions by the customer
Develop relationships with customer key stakeholders and executive sponsors such that all ServiceMax activities are closely aligned with the customer's business case and business strategy
Effectively network an account from the C-Level down in order to achieve successful execution of the customer’s roadmap/blueprint
The CSM will be measured on metrics that represent the customers success and ServiceMax’s success. They may include Customer KPIs, NPS, renewal and potential expansion business working closely with sales
Additionally, they would ensure that customers achieve maximum value from their investment in ServiceMax, utilize all their licenses, identify new opportunities and collaborate with other organizations within ServiceMax (e.g. sales teams, professional services, product management, and engineering) to ensure renewal attainment and customer satisfaction
Leverage ServiceMax resources with knowledge of our products to provide relevant adoption, best practices and technical recommendations on solutions and enhancements configured to meet customers’ business needs
Have the ability to be a change agent and drive an initiative from concept to fruition. A strong focus on governance, driving adoption and recommending standardization where appropriate
This individual will meet or speak with the customer on a frequent cadence with the expectation of continually moving the relationship forward while uncovering new opportunities
Ability to work with internal and external cross-functional teams to drive projects to completion
Work with the customer to ensure they are leveraging the solution and achieving success by engaging fee-based resources as necessary
Strong customer success experience or related Field Service and Enterprise IT experience
Strong enterprise software experience
Significant SaaS experience is strongly preferred
Strong understanding of IT and enterprise system management and integration approaches
Must be able to manage multiple objectives at one-time
Ability to navigate large complex organizations
Ability to communicate effectively and persuasively at the C-level (internally and externally)
Experience in dealing with large enterprise accounts as a business leader
Demonstrated ability to work and interact with CxOs and high-level customer executives
EU Work Permit

197

Customer Success Manager Resume Examples & Samples

Be the central day-to-day point of communication between the publisher and VitalSource; communicate and advocate individual publisher needs to internal stakeholders
Ensure all aspects of the publisher engagement and contractual obligations are executed successfully
Evaluate and monitor the overall health and happiness of the publisher, and share this information and customer insights with internal stakeholders
Establish and support VitalSource in developing C-level relationships between VitalSource and the publisher
Provide opportunity leads to the sales team; this can be GP growth or add-on business
Identify processes that need to be changed or developed to meet publisher needs
Work with Customer Success Operations and Finance to ensure timely and accurate customer billing
Collaborate with publishers to ensure content and metadata are optimized for full functionality in Bookshelf applications
Gain an understanding of the basic integration set up with clients to assist in troubleshooting
3 years account management experience

198

Customer Success Manager Resume Examples & Samples

Manage a pipeline of renewal opportunities and deliver results against retention targets
Responsible for assigned customers, with a primary goal of renewing them, and modifying contract terms appropriately
Work with customers to ensure they are leveraging our solutions effectively and finding value
Proactively monitor and identify usage trends in order to uncover renewal risks, while supporting greater adoption rates
Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure
Engage with and enlist the efforts of other customer facing teams as appropriate to ensure customer satisfaction
Accurately maintain a forecast of renewals and customer status

199

Customer Success Manager Resume Examples & Samples

Provide successful, high quality customer journeys for group subscriptions, covering trials, onboarding, engagement and renewal
Work with customers to define and agree expected outcomes for how the FT is used within their organisations
Implement strategic engagement plans and tactics to meet the agreed outcomes
Build an in-depth understanding of customer businesses and requirements, and how the FT is delivered and used within these organisations
Provide technical and product expertise to customers and the sales team on FT content, tools and delivery solutions
Establish and maintain relationships with key customer contacts (decision makers, buyers, senior readers)
Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities
Work with regional sales and marketing teams to develop and agree plans for key prospects and accounts to achieve the business goals of the region
Make recommendations to improve internal processes/systems
Proven ability to drive and track continuous value of customer subscriptions
High focus on results and delivering against goals
Ability to align product and service features to customer needs/outcomes
Excellent communication and presentation skills, both written and verbal
Analytical mindset and can use data to help prioritise and report progress
Demonstrates a high level of initiative and self-motivation
Has to be comfortable working in a fast paced, start-up type of environment
Good collaboration/influencing skills

200

Customer Success Manager Resume Examples & Samples

Grow revenue from existing account base within assigned territory by building strong relationships with clients
Protect and defend annual revenue, customer base, and installed customer units within defined geographic territory
Make approximately 40-50 calls per day to assigned segment of existing client base
Consult with clients on best practices to increase value and ROI for clients
Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction
Conduct customer site visits to grow and retain accounts (on occasion)
Keep accurate, detailed records of all sales activity in CRM (Salesfore.com)
Serves as first point of contact for clients in managing account relationship
Works with clients on contract renewals, unit add-ons and organizing appropriate resources for the client on specific areas of concern
4+ years B2B inside sales experience
Bachelor's degree or equivalent related experience
Proficient in MS Office suite
Salesforce.com experience preferred
Ability to work in a fast-paced environment, be accepting to change and multi-tasked oriented
Consultative sales experience & business acumen to effectively present a solution to the client to demonstrate business impact and ROI
Positive attitude, high energy and a dynamic phone presence

201

Customer Success Manager Resume Examples & Samples

Grow revenue across a dedicated book of Centro DSP clients – serving as the main point of contact
Work with Sales teams, Buying Services, Platform Support and Product teams to identify and satisfy customer needs
Own and develop strong relationships with our clients with raving fan service
Establish best practices to rapidly onboard new clients and follow-up on new customers as needed
Assist in improving efficiency throughout the support process
Review campaigns and provide proactive detailed feedback to educate platform buyers
Educate partners on new features, products, technologies and best practices
Help realize client goals by customizing campaign setup and making optimization recommendations
Provide business insights such as QBRs and other regular reports to help drive revenue and KPIs
Work closely with the digital point people on both buying (buyers/programmatic leadership) and sales (sellers, advertiser/agency leadership) sides to drive revenue and performance
Continually educate and develop programmatic buying knowledge and skills of your customers

202

Customer Success Manager Resume Examples & Samples

Bachelor’s degree in business, marketing or related field preferred
Accounting/Payroll/Payments experience preferred
3+ years of experience in account management/customer success management
Solid experience with CRM (Preferably SalesForce) and MS Office
Excellent organization skills including documentation of account status/progress
Excellent consulting skills
Comfortable working under pressure in a fast-paced environment

203

Customer Success Manager Resume Examples & Samples

Manage timely and effective account hand-offs from the Sales team to the CSM team
Proactively connect with Customers to gain an understanding of their needs and ensure they understand and find full value of our products and services
Manage Customers throughout their lifecycle to maximize ROI
Proactively recommend and drive consumption of resources for training, services and best practices to help the Customers overcome adoption barriers, accelerate time to value and achieve their desire business outcomes
Establish a trusted relationship with Customers to develop referenceable accounts
Monitor key performance indicators for Customer adoption and take the necessary measures to increase product usage and retention
Articulate the product critical capabilities as they apply to Customers’ business requirements
Maintain effective communication and collaboration with clients, sales and other internal PTC teams to solve difficult problems with effective solutions
Conducts phones calls, writes emails, follows up on survey responses, and analyzes survey data to ensure Customer Success
Identify areas for process creation or improvement within the CSM team
Minimum 4 years’ relevant work experience in the field of customer success, customer service, account management, project management, professional services, and/or consulting
Possess business acumen and be technically savvy to understand a customer’s business drivers and recommend a solution through our technology
Software and subscription experience

204

Customer Success Manager Resume Examples & Samples

3-5 years of technical, business and/or sales experience; preferably in Software, XaaS, Cloud and Subscription Licensing solutions
Proven team player and ability to orchestrate value in coordination with multiple stakeholders
Strong communication, influence and presentation skills
Willingness to learn, adapt and lead change within Cisco
Ability to articulate value messaging and influence adoption
Strong affinity towards Cisco solutions including Security, Collaboration, and Enterprise Networking
An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the motions driven out of Customer Success
Education or equivalent experience: 4-year higher education degree

205

Customer Success Manager Resume Examples & Samples

Bachelor’s Degree or equivalent and 3+ years relevant work experience, with a proven track record in a customer-facing role
High energy, self-motivated, proactive team player; demonstrated ability to provide innovative ideas to drive customer retention
Strong interpersonal skills and experience building strong internal and external relationships; strong written and verbal communication skills
Diplomacy, tact, and poise under pressure when working through customer issues
Proficient in MS Office Suite, Salesforce or like CRM system
Strong analytical skills - familiar with SaaS, or subscription based software plans based on Monthly Recurring Revenue (MRR)
Familiar with contracts and terms of service

206

Customer Success Manager Resume Examples & Samples

Oversee the customer lifecycle to proactively drive adoption, marketing automation maturity, and organizational alignment
Advise on best practice product usage with practitioners and conduct business reviews with executives to ensure strategic alignment
Build customer loyalty and advocacy
Align internal teams to help customers achieve stated objectives
Ensure account issues are resolved quickly, leveraging or escalating to resources from across the company as needed
Provide executive oversight and client communication
Embody Marketo values and provide exemplary leadership
A four-year degree
Strong knowledge of the digital marketing space, and a passion for MarTech
Excellent understanding of SaaS value delivery
Demonstrable experience in managing accounts and exceeding customer expectations
Experience delivering revenue numbers and producing accurate forecasts
Driven nature and desire to grow a business
Excellent business acumen, communication, presentation and negotiation skills

207

Customer Success Manager Resume Examples & Samples

Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics
Demonstrates exceptional skills in dealing with executives and senior managers
Develops outstanding strategic ongoing customer relationships gaining trust and respect for company
Communicates complex concepts & issues, selecting language, tone, and format perfectly targeted to the audience
Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively
Thinks globally and incisively, taking a broad view of all variables that could impact future success
Bachelor's degree from an accredited college or university

208

Customer Success Manager Resume Examples & Samples

Meet or exceed designated goals in order to meet retention target
Negotiate and close renewal contracts with assigned clients in advance of actual renewal dates
Ensure that all clients are on current legal terms and conditions
Ensure all aspects of client satisfaction are met
Develop a detailed understanding of the products and services offered by TRTA
Schedule and attend year end check in meetings with clients
Utilize creativity to solve customer and internal situations as they arise within the designated territory/region
Deploy available resources and product capabilities to provide solutions to customers
Develop partnerships with internal business units to understand day to day workflow
Record all conversations and interaction with a client in the CRM system
2-5 years experience in a customer service function
Preferred understanding of Tax Department’s workflow
Excellent in-person and over the phone presentation skills
Excellent Problem-solving skills and attention to detail
Ability to work independently, as well as in a team environment
High degree of professionalism and flexibility required
Well-developed negotiation skills required
Ability to multitask using phone and computer
Ability to travel, 25% of the time
BS or BA required

209

Customer Success Manager Resume Examples & Samples

Deep engagement with customers to align their business goals and desired outcomes to best practices in adopting
Accelerate Azure consumption by removing technical blockers and identifying new projects
Serve as a trusted advisor to the customer by understand and improving the customer experience at each touch point
Connect customers with partners and Microsoft Services offers that accelerate customer adoption
Build strong working relationships with internal and external partners by creating programs and education opportunities that will lead to increased adoption of Azure and Microsoft Cloud
Leverage social, digital, video, chat, phone and demonstration environments

210

Customer Success Manager Resume Examples & Samples

Manage account portfolio of approximately 35 supplier and retailer accounts requiring a broad understanding of customers’ business model to encourage best practices to ensure success of the partnership
Manage technology used for customer outreach. Includes but not limited to: Gainsight, Salesforce, Jira, NAV
3 or more years of customer facing or account management background

211

Customer Success Manager Resume Examples & Samples

Act as primary point of customer contact for any assigned accounts (most involvement will be with pool of unassigned accounts)
Facilitate conference calls as needed with customer personnel to understand customer satisfaction, use of RealPage products, open issues and opportunities for additional RealPage products
Protect revenue for at risk accounts by providing issue resolution and communication
The idea candidate will have either a minimum of 2 years in account relationship management with proven ability to retain and grow accounts or a minimum of 2 years of industry experience on the property management client side
Prefer understanding of SaaS industry and technology (1-2 years experience in SaaS)
Understanding of RealPage products and services is preferred (1-2 years experience with RealPage products)
Ability to take ownership of assigned issues

212

Customer Success Manager Resume Examples & Samples

2-5 years’ experience as Tax Professional in a corporate environment or CPA firm
Deep understanding of Tax Department’s workflow
Expertise in ONESOURCE Tax Provision, ONESOURCE Go System, ONESOURCE Income Tax RS and ONESOURCE Income Tax Express RS preferred

213

Customer Success Manager Resume Examples & Samples

Engages clients to provide basic to moderately complex advice and consulting around our product for the purpose of optimizing the client experience and maximizing revenues
Implement methodology for portfolio assessment to identify risks and opportunities with a focus on client retention and preserving revenue through annual renewals
Develop and execute strategies to help clients maximize value from Tracker. This includes proposing services solutions to clients and achieving a measurable goal for revenue from services engagements
Provide advice and supply best practices to improve legal department operations and initiatives
Establish and maintain long term customer relationships
Liaise within the business to resolve challenges clients are facing and improve the overall customer experience
Bachelor’s degree with minimum 3 years of work experience in a corporate legal department/law firm or Juris Doctor (J.D.) degree

214

Customer Success Manager Resume Examples & Samples

Be accountable to drive high usage of Dynamics within customers by driving the creation and execution of a thorough and action-oriented adoption Plan
Leverage deep functional expertise in order to increase the customer’s usage of existing workloads Proactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for Microsoft
Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer in order to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Dynamics and Microsoft’s behalf
Build/maintain rapid channel of communication to customer in case of online service-related issues and events
Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle
Represent the “Voice of the Customer”, specifically key business decision makers, within Microsoft, and generate business-value driven customer success stories
2+ years of experience in functional CRM or ERP consulting with top consulting firms or CRM/ERP vendors, and/or in a pre-sales CRM/ERP solution engineering capacity for a top CRM/ERP vendor
Experience in both consulting and pre-sales is ideal
Proven ability to map the customer’s business process to product capability
Experience in driving Customer Service, Operations, Sales and/or HCM transformation in enterprises through effective change management and adoption highly preferred
Experience in one of the following industries highly preferred - Public Sector SLG or FED for CRM; Professional Services, Retail or Manufacturing & Distribution for ERP
Deep understanding of SaaS customer engagement
Strong interpersonal skills that establish Trusted Advisor relationships with clients
Bachelor’s Degree or 4+ experience; Master’s degree preferred with information technology/accounting/finance focus preferred
Willingness to travel - up to 40%

215

Customer Success Manager Resume Examples & Samples

Track product adoption and success – Metrics
Maintain and develop technical champions with the help of our Customer Success Engineers
Holds a bachelor’s degree or equivalent
You have innovative ideas to inspire customer loyalty and adoption
Have experience maintaining relationships with Executive and C-Level contacts at Customers

216

Customer Success Manager Resume Examples & Samples

Bachelor’s Degree or the equivalent experience
3 – 5 years of customer engagement experience in service or support functions
3 – 5 years of experience in a technology environment
Oracle CRM Experience preferred
SalesForce Experience Preferred
Insurance/Finance industry experience preferred
Ability to drive, communicate & influence cross-functional matrix team
Excellent presentation skills with the ability to maintain professionalism at all times
Good decision making and problem solving skills – ability to make sound judgments

217

Senior Customer Success Manager Resume Examples & Samples

Provide deep insights on customer data in POCs and on-going deployments
Conduct client discovery, to understand the client’s business objectives, alongside industry trends and best practices, and how they connect to NICE solutions
Create and deliver compelling presentations and expert demonstrations to customers that highlight NICE Customer Journey Solutions (CJS) product functionality that solve customer gaps
Deliver assigned customers the right improvement plan on Customer Experience
Maintain high CSAT with current customers
Drive customers to improve their NPS score and self service containment
Train customers on our solutions

218

Customer Success Manager Resume Examples & Samples

Customer Success Managers (Portfolio) oversee a Portfolio of customers aligned to a sales territory and are ultimately responsibility for customers' adoption and renewal. You ensure that customers derive maximum value from their investment in Salesforce, utilize all of their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure growth attainment and increased footprint
Create a Territory Health Plan to provide the right level of success resources to all customers in territory and provide customer health leadership on all customers in territory. Understand Salesforce best practices to provide a success path for all, and potential 1:1 engagement for key customers
Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
Help position Premier Success and Cloud Services products with the support of pre-sales teams - understand and articulate value proposition to customers and prospects
Collaborate with sales teams and Salesforce's Partner Alliances team to ensure proper implementation approach is in place to maximize new customer's success
Educate new customers on the entire value proposition of Salesforce 's CSG solutions
Plan, Promote and Execute Regional Practitioner and Executive Circles of Success Events based on territory needs focused on key adoption related topics
Have daily/weekly cadence for meeting with, and providing CSG updates to, your Sales VPs and their Managers
AE Enablement on the CSG Approach - Provide Content to Sales Enablement, host the occasional lunch and learn and/or attend team meetings
Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region
Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
Ability to link business processes with product/technical solutions
Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
Knowledge of sales organizations and approaches

219

Customer Success Manager Resume Examples & Samples

Lead, manage and participate in activities that drive product adoption, named user deployment, active use, Adobe awareness, and customer satisfaction
Proactively monitor and address customer success issues
Understand and asses customer requirements, level of adoption and corporate structure
Develop and maintain a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Adobe Solution to be realized
Establish and oversee the customer’s adoption, training and usage/development of best practices to continually drive incremental value and return on the customer’s investment
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Drives regular cadence (Call/Connect/visit) with customer to report on KPIs, raise awareness of Adobe news / events. Shares results & actionable items with cross-functional stakeholders
Drive renewals to a successful completion in close collaboration with Sales, Renewals Team, CSM-Ops and the customer’s stakeholders
Contribute in pre-sales positioning of Customer Success deliverables incl. Premium Services and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer’s KPIs
Bachelor's degree in business administration, computer science, or similar discipline
Several (>5) years relevant work experience,
Experience in Post-Sales-Account-Management for subscription based Solutions,
Background and technical experience in Digital Media Solutions and Creative workflows,
Cross-portfolio Adobe product knowledge (Creative Cloud, Acrobat, Document Cloud, Stock, Sign),
Basic understanding of the Digital Marketing business and respective Adobe Solutions,
Must be highly self-managed, responsive, with the passion to serve the customer,
Exceptional presentation, written and oral communication skills,
Very structured working approach, ability to deal with several different activities in parallel,
Demonstrable ability to take ownership and act on client goals and objectives,
Ability to influence and drive issue resolution with cross-functional teams in a matrix organization,
Proven track record in teaming with sales and field organizations to achieve business goals,

220

Customer Success Manager Resume Examples & Samples

Maintain holistic view of the account
Provide Monthly/quarterly operational reviews with the customer
Track BVA to BVR (Business value Assessments to Business Value Realization)
Maintain and Develop Business Champions
ROI
Have advanced written and verbal communication skills at all levels
Prioritizes and manages time to deliver on commitments
Continually strives to build advanced skills in becoming a trusted advisor,
Maintains advanced Microsoft Word, Excel and PowerPoint skills
Can present to Senior and C Level staff
Experience with Salesforce or other Force.com platforms
7+ years professional work experience that includes
Meets assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations
Works well in teams providing strong, relevant input and allows ideas from others to be shared and used when appropriate
Earns the respect of other project team members through knowledge, drive and capability
Multiple languages preferred
International experience preferred

221

Customer Success Manager Resume Examples & Samples

Five or more years of experience in a customer services role (consulting or account management)
Five or more years of experience with Human Capital Management, Financial Management, or Payroll applications
Travel up to 50%

222

Customer Success Manager Resume Examples & Samples

Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives
Conduct ongoing business reviews that measure client success and build plans to achieve client success including
5+ years experience with Human Capital Management space
Solid business acumen
Familiarity with HCM software features and current competitive landscape
Managing large enterprise accounts (i.e. over 2,000 employees)
Customer relationship management experience in the HCM space
Proven effectiveness with executive relationships, comfortable and confident in the board room
High emotional intelligence and ability resolve conflict wherever it arises
Highly self-motivated and team oriented
Ability to work virtual in a professional manner
Proficient with the tools of the trade (laptop, e-mail, Office apps, smartphone, Salesforce)
Highly organized and efficient with exceptional follow through
Desire and ability to negotiate and communicate with clients
Ability to manage a territory of clients and prioritize your time and travel
Travel Requirement: Up to 50%

223

Customer Success Manager Resume Examples & Samples

Own the ultimate success of Universe’s clients, including customer onboarding, success, and retention
Proactively manage each customer’s business needs – actively seek opportunities to deepen our relationships, help our clients’ businesses, and generate referrals
Work closely with the sales and support teams to ensure account success, client adoption and retention, and excellent customer service
Assist teams in prioritizing new product features based on client needs and feedback
Understands customer business goals and key performance indicators; possesses the ability to translate those insights into customer successes using Universe
Conduct ongoing customer meetings to communicate best practices, successes and business results
Measure and improve retention
Keep organized, detailed notes of accounts in order to communicate status updates and feedback to Universe management teams
Strong understanding of technology as well as how to efficiently use it
Strategies for searching for leads, passionate about research
University grad
Minimum of 1 year in a customer service or admin role, working directly with customers, 2+ years desired
Extremely organized with high attention to detail
Highly motivated, resourceful, and results-orientated to achieve goals
Excellent social skills; friendly and outgoing, not afraid to connect with new people
Ability to build rapport & communicate effectively with customers, as well as diverse groups of individuals including all levels of employees and management
Excellent multi-tasker, able to take on many projects without dropping the ball

224

Senior Customer Success Manager Resume Examples & Samples

Optimising, analysing performance & deliver value to the accounts
Managing and developing a trusting partnerships through the client life-cycle
Optimize, track and analyse performance. Use original thought and analysis to discover opportunities and resolve escalations
Strong analytical & reporting skills

225

Senior Customer Success Manager Resume Examples & Samples

Proactively connects with customers to gain an understanding of their needs and ensure they understand and find full value of our products and services
Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage, adoption and retention
Owns closed-loop process for outbound conversations, especially NPS and tNPS
Effectively communicates during phone and web interactions regarding product demonstrations and related software feature and functionality training
Proactively connects with customers throughout lifecycle to maximize customer ROI and services benefits
Develops strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
Conducts phones calls, writes emails, follows up on survey responses, and analyzes survey data to ensure customer success
Applies understanding of internal tools for documentation and reporting requirements; runs standard reports with minimal guidance
Meets or exceeds personal goals, which are measured through Net Promoter Score surveys to customers and contributions to product improvements via engineering escalation
Conduct product-specific training classes for customers and fellow Customer Care team members
Participate in Beta testing of both new and existing products
Creates and drives proactive campaigns to align with the product teams
Participates in projects related to customers as well as internal process improvements
Completes other duties as assigned
May participate in pre-sale trial support and complex implementations to drive sales

226

Customer Success Manager Resume Examples & Samples

Manage the overall satisfaction of assigned customers by serving as their primary contact, assessing and scheduling customer visits, managing all customer data, and working closely with internal Genesys resources to ensure the success of our solutions and services in the customer’s environment
Manage and own the relationships of a Strategic customer portfolio of Accounts
Create and drive the implementation of Customer Success Plans detailing the metrics of success (Scorecard) and plan to achieve the metrics (Action Plan) for each allocated customer
Build deep customer relationships “high and wide” (operational through to executive-level, across all the relevant functions)
Become a “trusted advisor” to each customer
Drive growth of your assigned Accounts Net Promoter Score
Provide collaborative Executive Business Reviews (EBRs) with Accounts
Build and execute a Territory Plan which details how you will meet and exceed your revenue and NPS targets (among others)
Communicates the strategic direction of both Genesys and all assigned Accounts, Direct and Indirect, by participating in regular strategy sessions and understanding the customer roadmap (the customer’s business plans that with our products or that relates to our products) in order to ensure customers achieve the maximum value of their Genesys product solution

227

Customer Success Manager Resume Examples & Samples

Project Management – Ensure all aspects of scope, time, quality and cost are achieved or bettered through our comprehensive project management methodology. Manage the Customer kick off meeting and define and control all resources identified from that meeting to ensure the agreed scope is appropriately achieved
Project Communication – Communicate plan milestones and general progress
Product Adoption – Identify applicable use cases and business needs for LivePerson capabilities and successfully deploy into customers account
Extensive Product Expertise on the suite of LivePerson solutions and capabilities acting as a SME on all LivePerson offerings
ROI and Value Management - Coordinate relevant performance review data at regular and agreed review points. The data must be interpreted to determine customer performance and support recommendations to increase the business benefits and usage of LivePerson’s products
Operations Management - Proactively suggest and drive better operational practices for increasing value of the LivePerson solution in customers connection center operations
Delivering Best practices – continuous optimisation and improvements in developing and sharing best practices and lessons learned for increasing overall program efficiency
Account Planning - Collaborate with the Account Executive & Customer to establish a Success plan consistent with the customer’s needs and LivePerson’s reasonable expectations. The success plan will be reviewed regularly in accordance with the needs of the company
Relationship Management – maintain an excellent relationship with the key stakeholders of the account and convert these relationships and conversations into significant outcomes, such as account growth and usage increase
Portfolio & Account Management - Act as head of Project Management Office (PMO) for account, defining and maintaining standards for overall projects and activities within the account
Customer Satisfaction - Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators. Increase reference ability and look to promote connection between the customer and LivePerson at all times
Strategic Initiatives – Owns, drives and/or supports activities that transform business through thought leadership, vision and organisational development
Being available and willing to make trips to regional client sites for helping account reviews
Actively connect with colleagues, cross functional team members and our customers to foster meaningful connections

228

Customer Success Manager Resume Examples & Samples

Execute AdRoll vendor programs to drive sustainable, profitable revenue in excess of assigned quotas within the market
Serve as onsite AdRoll representative and brand ambassador providing specific industry, product, and tool support for our vendor partner
Cultivate tight-knit relationships with vendor workforce and subject matter experts to develop and improve training curriculum, team productivity, and business outcomes
Consistently identify, implement, and measure operational improvements to increase the productivity, revenue, and return on investment of assigned programs
Develop best practices that increase sales skills for vendor team including reporting, systems, and process improvements across wider organization
Set revenue/cost forecasts and ensure they are met
Build strong teams to support multi-faceted programs and projects to deliver new capabilities to defined plans and deadlines
Report and call out progress, issues and risks, helping see around corners appropriately and effectively
Vendor operational goal and business reviews as well as operations process standardization
Telecommuting is permissible

229

Customer Success Manager Resume Examples & Samples

Resolves client issues and requests via phone, email, and Zendesk tickets
Completes new client including back end setup and coordination with integration and publisher partners
Leads educational webinars and videos
Writes and helps maintain internal and client-facing documentation
Tests (QAs) new development
Completes new client setups, including back end setup and coordination with integration and publisher partners
Trains clients on all Verba products
Provides oversight, engagement, and reporting, both internal and external, about account/publisher initiatives, needs and outstanding issues
As assigned, consults with publishers/ Customers to ensure content and metadata are optimized for full functionality in all of the Verba applications
Liaises with publishers, customers and other partners to resolve data and functionality issues reported in Verba products
Communicates any unique requirements to publishers, customers, and other partners about specific point of sale and inventory management system integrations
Provides customer feedback to the product managers for product improvement and attends or leads product group meetings
Collaborates with the Account Executive to identify opportunities for growth of accounts through the introduction of new products, services and initiatives
Provides project management of customer initiatives and communicates clearly around progress ensuring timely delivery of our solutions
Prepares and provides reporting to internal leadership on overall health and success of accounts or publisher relationships based upon established metrics and criteria
Recognizes and responds appropriately to escalations and issues of high concern for the customer
Maintains expert knowledge of VST and Verba business models, products, platform functionality, and operational protocol
Manages product and service implementation, billing/finance set up, content requirements and adherence to our service level agreement, as assigned
Provides superior customer service and support
Builds and maintains strong, long-lasting customer relationships
Contributes to internal company initiatives with an eye toward process development and improvement
3 years account management, customer service, or college bookstore experience

230

Customer Success Manager Resume Examples & Samples

Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase
Professionally interacts with customers, building strong relationships across various levels and disciplines within the portfolio of accounts
Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues. Proposes and develops solutions cross functionally to solve non-standard customer requests
Responsible to drive continuous improvements in all aspects of service delivery to a customer
Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methods
Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to
Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment
Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems
Conducts customer meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by customers and account team
Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments
Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system)
Designated Subject Matter Expert for assigned departmental processes
Develops and maintains expertise on Equinix products and services
Participates in departmental special projects and cross functional initiatives with minimal direction and support
Develops and builds strong relationships with Sales, Operations and other cross functional teams
Supports Sales Team to eliminate their involvement in non-sales activities
Demonstrates knowledge of IBXs including tour certifications as appropriate
Collaborates with Marketing to identify potential customers for case studies for Equinix
Degree level qualification, preferably in a technical subject
Minimum of 5 years in a CSM equivalent role or prior relevant Equinix experience
Experience in a high pressure, customer facing role
Experience working in a regional/global team and in a matrix environment
Proven track record in building positive relationships with customers
Collaborative personality and able to build strong personal relationships
Highly organized, with attention to detail and a dedication to resolving issues
Calm and effective under pressure. Able to remain professional in high stress situations
Good competence in English is essential
Able to interact with all levels of internal and external customers
Adept at crafting concise and effective communications
Ability to plan, execute and manage high volumes of work
Flexible attitude in accepting unique and non-standard solutions
Must be able to travel both domestically and internationally

231

Customer Success Manager Resume Examples & Samples

Primary strategic and tactical day to day relationship owner for a portfolio of customers utilizing JAGGAER’s suite of SaaS products
Create and execute Customer Success Plans to ensure JAGGAER products and features are aligned with the business needs and goals of the customer
Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure the customer is leveraging the solution to achieve full business value
Responsible for increasing customer contract renewal rates and reducing customer churn
Create and maintain reports to track system utilization, feature adoption and module configuration to help reveal opportunities for efficiencies and growth
Ensure timely and relevant communication to internal stakeholders in support of the renewal process
Engage with customers on a regular basis to gain knowledge of business initiatives and goals to target product and feature recommendations
Ongoing consultation with customers regarding application questions and new features released throughout the year
Maintains awareness and documentation of customer contacts, profile, status, modules, usage activity, spend volumes, etc
Responsible for customer communications and conflict resolution
Aware of and communicates opportunities for account growth and new business
Facilitates Strategic Business Reviews for customers as needed

232

Senior Customer Success Manager Resume Examples & Samples

Demonstrates exceptional skills in communicating with executives and senior managers
Rapidly identifies the significance of information and insightfully determines strategic action
Develops outstanding strategic ongoing customer relationships gaining trust and respect for the company
Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud
Serves as a “go to” for less experienced CSMs, providing mentoring and guidance
Experience and success in fostering open communication & candid discussions at all levels of the organization, even on highly sensitive topics
The ability to think globally and incisively, taking a broad view of all variables that could impact future success
Strong presentation skills and credibility with C-level executives

233

Senior Customer Success Manager Resume Examples & Samples

Understanding of MobileIron product capabilities and related mobile technologies
Understanding of typical enterprise IT integration (Microsoft Exchange, LDAP, ActiveSync, Firewall, etc.) a plus
Understanding Mobile concepts such as iOS, MDM, Android etc. a plus
Experience with Smartphone concepts and capabilities a plus
Experience in client server architectures
Ability to communicate effectively with customers and properly manage expectations

234

Customer Success Manager Resume Examples & Samples

Understand all aspects of TIBCO Analytics functionality and perform demonstrations/training for new users across customers’ organizations
Partner with clients and help them follow best practices to optimize use of TIBCO analytics software such as TIBCO Spotfire, TIBCO Streambase, TIBCO LiveMart, and more
Contribute to the Spotfire external community and training organization on topics that help Spotfire provide customers with solutions
Research and document customer software and technical issues as knowledge base articles as appropriate
Collaborate with team lead to identify high priority issues and partner with Engineering and Product Management when required
Communicate consistently with management regarding high priority opportunities and issues
Experience in analytics software is highly preferred
Technical aptitude. Ability to develop strong technical understanding of product offerings, market dynamics and industry trends
Experience managing all phases of the customer journey and ability to facilitate between technical and business teams

235

Customer Success Manager Resume Examples & Samples

Proactively identify and prioritize accounts based on perceived risk, potential growth, strategic value and renewal period
1-3 years of related experience with High school Diploma/GED equivalent or Bachelor's Degree
Energetic personality with the ability to quickly develop strong working relationships with both clients and peers

236

Customer Success Manager Resume Examples & Samples

Be part of a small team who serves as the point of contact for thousands of customers
Manage incoming customer inquiries and deliver strategic office hours calls
Perform customer health checks by analyzing account usage, success and engagement
Collaborate with the HubSpot for Startups team to programmatically improve the customer experience and retention

237

Customer Success Manager Resume Examples & Samples

Work with Implementation team to assist with initial adoption, ensuring quick client stability within the system
Conduct Quarterly Business Review (QBR’s) with clients to review past successes/issues and determine future goals/initiatives
Reference data and analytic tools to assist in the proactive support provided to clients
Expose account growth opportunities and turn into revenue generation
Triage clients who may be a churn risk and work to proactively resolve challenges/issues
Serve as a trusted advisor for clients, and an internal advocate for their needs and requests
Develop expert level knowledge on products, customer use cases, best practices, and legal considerations
Track and report against various CSM and Client metrics
Apply problem solving and forward thinking process skills to assist in the development of department SOP’s
Previous experience within a software or SaaS organization
Ability to work in a fluid and changing environment
Passionate about delivering value, customer happiness, service mentality
High aptitude and understanding of technology
Self-starter and ability to thrive in a fast paced environment
Previous experience working directly with Fortune 100 level clients, exceptional communication with Directors, VP/C-level executives, product end users
Previous experience managing or participating in projects
Excellent presentation skills, Charismatic, Analytical and Detail Oriented
Thoughtful and methodical in organizing priorities and tasks daily
At least 3 years in customer facing role (customer support, account management, customer success, consulting, etc)
Familiarity with typical HR responsibilities with respect to hiring/onboarding new hires
High level of integrity and follow through
Strong leadership skills and ability to mentor others

238

Customer Success Manager Resume Examples & Samples

10 years of successful customer success, account management or direct sales experience in the Payments Industry targeted by ACI (financial institutions, processors)
Must have a combined minimum experience of 10 years in the payments industry
Must have successful customer success building track record (sales, account management, senior level program management)
Excellent presentation, verbal and written communication skills
Demonstrated ability to form strategic relationships at the C-Level, Executive and Senior Management of customers
Ability to understand the business and technical solutions
Ability to work with sales people to move the sales process to closure
Ability to articulate and professionally present to top level customers and to respond creatively to customer needs
Understanding and knowledge of products/solutions currently marketed by ACI is a plus
Success in working with technology leaders of multi-national organizations, the world’s largest banks, merchant acquirers and processors is highly desired

239

Customer Success Manager Resume Examples & Samples

A CSM is the ITIL equivalent of a BRM “Business Relationship Manager”
In ITIL terms the CSM’s purpose is to establish a relationship between the service provider and customer around understanding and meeting business requirements
CSM’s are responsible for ensuring that customers are satisfied with the service they receive
CSM’s are engaged in a collaborative act of value co-creation with the business / client. In an ideal world, maximum Business Partner satisfaction is always achieved, whenever Splunk delivers maximum business value and every request the business makes always guarantees to produce the absolute best return on investment in Splunk
The CSM will play an active peer role of a trusted advisor or strategic partner, avoiding the trap of turning into an obedient, but ultimately powerless order taker
The CSM is the client’s primary point of escalation and communication for the life time of the relationship
A CSM’s primary concern is customer satisfaction, building and maintaining relationships and driving discussions within the business around the topic of “how are we (Splunk) doing in supporting you (the Client) in delivering your business outcomes and remaining competitive?”
Serving as a trusted advisor, ensuring successful deployment and adoption of Splunk platform
Ensuring the optimal deployment of the customer license
Expanding and growing the relationship and usage within the engagement over time
Working with customers to set Joint Goals, document Value Realization & Success Stories
CSM Accountabilities

240

Customer Success Manager Resume Examples & Samples

Accountable for enabling success throughout the customer lifecycle and ensuring best practices and methodologies that will drive renewal and growth outcomes for designated customer accounts as assigned by the RVP, Customer Success
Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and holistic customer satisfaction. Establish relationships with stakeholders and mobilizers across the customer organization, enlist, and manage internal SumTotal resources to support the customer
Responsible for planning and driving ongoing account strategy - Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals
Conduct quarterly customer reviews with inclusion of the VAT (virtual account team) to discuss overall account health, including benchmarking, adoption trends and best practices
Work to identify and/or develop upsell opportunities, coordinating with the appropriate Customer Sales Director
Manage outbound communication to clients (e-mail and phone)
Collaborate with sales team to provide seamless customer interaction
Work closely with finance and legal teams to ensure all customer contracts are accurate and reflected accurately in SumTotal Systems
Provide the face of SumTotal Systems to your customer(s)
Verify contracts, review terms and conditions
Ability to organize, prioritize complete activities and meet deadlines on a daily basis
Proficient in Office software, 2+ years experience
Bachelor’s degree or equivalent business experience
3+ years of experience
A minimum of two years of experience in customer success, renewals, sales, account management or equivalent customer facing role
Requires strong oral and written communication skills (with two years of experience working with external clients)

241

Customer Success Manager Resume Examples & Samples

Degree level qualification, preferably in a technical subject, or equivalent experience
3+ years in a CSM equivalent role or prior relevant Equinix experience
Able to interact with all levels of internal and external clients
Requires strong analysis, judgment, negotiation and problem solving skills

242

Customer Success Manager Resume Examples & Samples

Leverage SAP Ariba tools, services, methodologies and best practices to support successful implementation
Leverage SAP Ariba tools, services, methodologies and best practices to ensure that the customer’s SAP Ariba solution runs with optimal level of performance, stability, and data consistency
Build trusted relationships with customer’s senior/strategic management, business, and IT teams to deliver the SAP Ariba Enterprise Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter
Devise support engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features. For example
Empowering customers to utilize appropriate services in order to meet their SAP Ariba operational goals
Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production Down or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office, the customer, and any other parties involved
Proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Ariba Premium Engagement offering
Drive SAP Ariba Enterprise Support and Preferred Care retention and renewals by delivering a valued and high quality customer engagements
Intercultural sensitivity: SAP ARIBA Enterprise Support and Preferred Care are global programs and interaction with customers worldwide is required
Graduate with a Bachelor Degree in IT/Computer Science/Physics/Mathematics/Engineering/ Business or equivalent preferred
An understanding of IT landscapes and lifecycles with a specific focus on SAP ARIBA Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.g. Cloud and On-premise)
Knowledge of the SAP ARIBA Enterprise Support and the included service offerings is an advantage
Cloud, databases, server applications, infrastructure architecture ,Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically HCM knowledge would be beneficial for this role)

243

Customer Success Manager Resume Examples & Samples

The Customer Success Managers will manage client relationships, increase business from existing clients
The Customer Success Managers will hit and exceed revenue growth goals for assigned accounts
The Customer Success Managers will provide training & support to existing clients
The Customer Success Managers will conduct and present onsite needs and business impact analysis for strategic accounts
The Customer Success Managers will renew existing business and growing the dollar values of current accounts
The Customer Success Managers will provide forecasts and reports to management
A minimum of 3 years’ experience in sales, account management
Strong communication skills and computer skills
Detailed oriented with excellent time management and organization skills
Ability to work as part of team
Knowledge or ability to learn and use salesforce.com

244

Customer Success Manager Resume Examples & Samples

Develop and manage a Territory Plan that will improve customer satisfaction and grow current baseline stream
Achieve quarterly revenue quota targets. The LAC FICO Customer Success team provides support to FICO's top clients across Latin America
Develop, articulate, and refine FICO value specific to client needs
Build client relationship with key executives
Negotiate and drive to execution sales of value added services, renewals and change requests
Negotiate and execute renewals of existing FICO software and solutions
Prepare and present client business reviews and account status reviews
Determine and oversee actions required to deal with any customer satisfaction issues
Demonstrated success in enterprise software sales / customer management
Ability to effectively communicate across all levels of the client organization; from hands-on technical resources to C-level executives
Ability to promote upselling and cross selling opportunities
Ability to work in a team environment, yet able to lead and coordinate activities across virtual teams and concurrently manage multiple tasks
Strong sense of urgency and able to work under tight deadlines
Bilingual in English and Spanish

245

Senior Customer Success Manager Resume Examples & Samples

Experience with Federal complex organizations and global enterprise software deployments
Strong program and project management experience working with large projects
Strong understanding of US Federal Government agencies and related IT initiatives
Strong knowledge of business processes, mobile business applications and automation
Executive-level type communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Excellent communications skills – both written and verbal
Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
Demonstrated ability to deal with change and excel in high-stress situations
Flexibility for travel (approx. 30%)
US Citizenship
Bachelor’s degree in computer related field
MBA or applicable master’s degree
Active security clearance
Credible and effective C-level advisor and coach, especially around change management (technical and business)
Knowledge of BlackBerry product and platform features, capabilities, and best use

246

Customer Success Manager Resume Examples & Samples

Bachelor’s degree with a least 5-7 years working closely with customers and managing customer relationships
Past experience selling services offerings and software capabilities
Experience understanding the delivery of interactive web applications and software implementations
Understanding of web technologies and third-party applications and platforms
Strong customer management skills and experience managing multiple accounts simultaneously, including assisting in creating and managing project plans and documenting project requirements
Excellent communication/writing skills & customer presentation skills
Experience in fast paced environments
Knowledge of Content Management, Web Analytics, eCommerce and eMarketing Systems

247

Customer Success Manager Resume Examples & Samples

Ensures all aspects of the customer engagement and contractual obligations are executed successfully. This includes product and service implementation, billing/finance set up, content requirements and adherence to our service level agreement
Develops productive working relationships with all account stakeholders and engages regularly in both formal and informal capacities to stay abreast of current and future account needs
Provides oversight, engagement, and reporting, both internal and external, about account initiatives, needs and outstanding issues
Continuously monitors revenue, customer usage and support incidents to identify areas of risk and/or concern
Communicates company software’s current features, upcoming features and issues, outages or maintenance items, and also communicates customer feedback to the product managers for product improvement
Prepares and provides reporting to internal leadership on overall account health and success based upon established metrics and criteria
Advocates on behalf of customer in communicating requirements to other internal departments, product management in particular, to achieve the highest level of corporate cooperation while balancing customer satisfaction with company priorities
Coordinates and participates in periodic strategic account meetings and others as deemed necessary. This could include quarterly and annual business reviews, end-user trainings, focus groups, etc
Maintains and regularly updates all pertinent customer information and details
Maintains expert knowledge of VitalSource business models, products, platform functionality, and operational protocol
Operates as part of a team responsible for ensuring the success of all customer engagements within an assigned territory
Ability to travel 20% within Australia
Ability to travel internationally on a limited basis

248

Customer Success Manager Resume Examples & Samples

Accountable for customer’s overall success with D&B: supporting renewals, growth of D&B footprint, customer health, and satisfaction
Drive mutual understanding of D&Bs unique and transformational “data transformation” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations
Work within an account team matrix and lead C-level stakeholders towards identifying their vision by evangelizing the capabilities of D&B across LOB
Develop a comprehensive understanding of typical business challenges faces by customers and common objectives to appropriately map D&B features and business benefits to address their needs. This includes, where appropriate, partnering with the customer to establish a roadmap to ensure business goals are achieved
Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today
Be a customer advocate and drive innovation, best practices, and process improvement back into the D&B ecosystem
Identify risks to customers achieving their stated business goals and work with the virtual team to build a risk mitigation / get well plan
Advise customers on industry dynamics & trends, best practices and D&Bs capabilities

249

Customer Success Manager Resume Examples & Samples

Responsible for developing senior level executive relationships
Create success plans to map to the business objectives of the customer
Identify revenue and service growth opportunities for expansion
Achieve individual and team success objectives. Assist assigned Account Executive to sell add on products and/or services
Achieve client satisfaction and retention objectives
Develop and conduct quarterly business reviews with customers; align key stakeholders to participate as determined in the success plan
Become Knowledgeable of Marketo’s platform and accompanying partner solutions

250

Customer Success Manager Resume Examples & Samples

Manage the renewal process within assigned client base. Assist with the coordination of retention strategies and provide customer retention data and strategic information for the territory. This involves developing, maintaining, and managing relationships with clients’ external as well as internal and communicating while focusing on the Thomson Reuter’s tax and accounting vision
Generate upsell and cross-sell opportunities within the assigned customer base by leveraging positive relationship with customers and deep knowledge of ONESOURCE products
Work collaboratively with other ONESOURCE representatives working with clients, including partners in the account management (new sales) function, professional services, and the help desk
Provide customer intelligence and product feedback to interested parties within the business including marketing and product management
Manage the assigned geographic territory, including but not limited to, sales support, overall product support (including training, implementation and technical support) to assigned client base. Identify and resolve service issues by facilitating discussions and meetings with clients and staff to identify problems, examine alternative solutions, and develop and execute action plans
Maintain knowledge of product(s) by completing CSM training program annually, territory roundtable, steering meetings and other customer meetings as requested
Participate in customer onboarding process regularly and participate in high-level customer implementation and support strategies as required
Strong tax and/or accounting background. College degree required. CPA or

Download Customer Success Manager Resume Sample as Image file

Related Job Titles

Customer Development Manager Resume Sample

Customer Success Engineer Resume Sample

Customer Success Specialist Resume Sample

Manager, Customer Success Resume Sample

Customer Manager Resume Sample

Customer Solutions Manager Resume Sample

Director, Customer Success Resume Sample

Customer Success Resume Sample

Customer Business Manager Resume Sample

Customer Category Manager Resume Sample

Enterprise Customer Success Manager Resume Sample

Customer Master Data Resume Sample

Browse More

Customer Success Manager Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Resume Builder

15 Customer Success Manager resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Customer Success Manager Resume Examples & Samples

Senior Customer Success Manager Uk Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager, Global Accounts Resume Examples & Samples

Senior Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager, Facebook Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Senior Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

Customer Success Manager Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume