Customer Success Resume Samples

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MW
M Weber
Margret
Weber
89698 Alexanne Junctions
Phoenix
AZ
+1 (555) 232 5411
89698 Alexanne Junctions
Phoenix
AZ
Phone
p +1 (555) 232 5411
Experience Experience
Los Angeles, CA
Customer Success Analyst
Los Angeles, CA
Fay and Sons
Los Angeles, CA
Customer Success Analyst
  • Partner with data and technology teams to develop and/or improve measurement and reporting capabilities; ensure adequacy and accuracy of reporting
  • Help identify process improvements within the CSM workflow to increase overall team efficiency
  • Identify, analyze, document and assist in resolution of data quality issues reported by Customer Success Managers and customers
  • Develop and manage volume, resource and cost growth projections
  • Assist in developing and delivering presentations for senior executives
  • Perform analyses on carriers operational performance and prepares presentations that summarize carrier results
  • Execute ongoing Customer Success process improvements
Boston, MA
Customer Success Executive
Boston, MA
Dare, Cormier and King
Boston, MA
Customer Success Executive
  • Working with marketing to develop and share successful customer stories and case studies
  • Provide feedback and help drive improvements in service delivery
  • Maintain effective relationships with established customers and develop strategies to maximize services depth and revenue opportunities
  • Performing periodic Business Reviews
  • Working with marketing to share successful customer stories
  • Continuously develop and maintain Services pipeline
  • Project Management - quarterbacking internal and external initiatives
present
Detroit, MI
Customer Success Director
Detroit, MI
Gerhold Inc
present
Detroit, MI
Customer Success Director
present
  • Identify customer risk, and work with extended Adobe team to create and execute on “get well” plans
  • Playing a fundamental part in coaching customers to establish and manage their Change Management, Governance and Centre of Excellence programs
  • Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs
  • Provide mentorship and guidance to location level support to ensure network satisfaction and success
  • Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and Kony
  • Developing and maintaining long - term relationships with stakeholders in your account portfolio by networking between customers, partners, and Salesforce
  • Responsible for performance, corporate satisfaction, and network satisfaction of assigned accounts
Education Education
Bachelor’s Degree in Intellectual Curiosity
Bachelor’s Degree in Intellectual Curiosity
Texas A&M University
Bachelor’s Degree in Intellectual Curiosity
Skills Skills
  • Accuracy, attention to detail, and organizational skills
  • Proficient in MS Office: Excel, Word, and Power Point
  • Experience in reporting, master data maintenance, and quality assurance an advantage
  • Well organized, pro-active, and reliable
  • Proven ability to work well under pressure
  • Undergraduate students in business administration, statistics or related areas, IT/Computer science (to be graduated in approximately 24 months – 2019/2)
  • Written and spoken Spanish an advantage
  • Self-motivated, proactive, and solution oriented
  • Fast learner
  • Willingness to work with cross-functional teams
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15 Customer Success resume templates

1

VP Customer Success / Advocacy Resume Examples & Samples

  • Drive customer-centric strategic initiatives across the region whilst setting the strategic roadmap for the team that aligns with group objectives
  • Define and agree KPI's with the GM for the region that will be tracked periodically ensuring customer expectations are being met
  • Manage P&L and assess revenue and overall profitability across customer support, account management and post-sales teams
  • Create metrics and measures that assess customer rapport
  • Ensure sub-regions are operating and fully aligned with the regional hub and customer advocacy principles
  • Superior English and Communications Skills
  • International experience having worked in a range of markets in Asia and USA/Europe
  • Demonstrable business strategy and implementation experience
  • Revenue Management and Customer Experience/Advocacy/Success gained within a Technology business
  • Ability to flourish in a dynamic and ever changing environment
  • MBA Advantageous
  • Cross functional influencing, coaching and mentoring experience
  • Ability to manage a high number of direct reports
2

Customer Success Story Manager Resume Examples & Samples

  • Manage Facebook's North America case study practice
  • Develop standards and systems for identifying, managing, creating, and measuring best-in-class case studies
  • Manage case study roll-out across channels and touchpoints
  • Work closely with cross-functional teams to identify, prioritize, and create case studies
3

Customer Success, Regional Accounts Leader Resume Examples & Samples

  • Drive and execute our strategic accounts program and provide recommendation and strategies that support key business metrics including customer retention, revenue growth and profitability
  • Be a thought leader by contributing and influencing our customer success programs and share best practices, internally and externally, around customer success and business transformation
  • Lead, support, and coach a team of Strategic Customer Success Managers to become the trusted advisor across multiple business segments with customers by deeply understanding their business and aligning their needs to our solutions
  • Keep a pulse on our growing customer base to identify strategic accounts that should be added to our portfolio
  • Assist in enhancing/developing processes and procedures to maximize efficiency within the Strategic CSM group
  • Be knowledgeable on our global payment processing, fraud management, and payment security technologies to provide best practices on using key features and functionality allowing the customer to execute their strategies
4

Global Account Leader, Customer Success Resume Examples & Samples

  • Drive and execute our newly developed global accounts program and provide recommendation and strategies that support key business metrics including customer retention, revenue growth and profitability
  • Be a thought leader by contributing and influencing our global programs and share best practices, internally and externally, around customer success and business transformation
  • Lead, support, and coach a team of Global Customer Success Managers to become the trusted advisor across multiple business segments with customers by deeply understanding their business and aligning their needs to our solutions
  • Keep a pulse on our growing customer base to identify strategic accounts that should be added to our global portfolio
  • Be a sponsor in ongoing strategic customer meetings to drive and communicate best practices, customer success, and business results. Strategize with team members to facilitate effective quarterly business reviews and executive meetings
  • Effectively network with C-Level contacts to drive the vision and value in partnering with Cybersource for a successful long-term partnership
  • Assist with critical customer escalations and drive resolution by working collaboratively with cross-functional teams including product management, customer support, sales engineering and finance
  • 15+ years of Global Payments and Security and/or related experience SaaS/High Tech industry successfully managing and expanding Strategic Client Relationships
  • 7+ years of management/leadership experience in sales or customer success
  • Strong strategic Consultative Selling and Customer Relationship management experience focusing on Enterprise B2B and B2C customer segment
  • Significant experience in engaging and facilitating dialogue with C-level and senior executives at Fortune 100 businesses
  • Excellent communication skills (written/verbal) that are leveraged to address complex business issues and opportunities
  • Bachelor’s Degree required, MBA is a plus
5

Customer Success Tech Analyst Resume Examples & Samples

  • Assist in the provision of exceptional IT support to internal customers, across geographical locations predominantly around Windows 7 & 8, Mac & OSX, iPhone, Microsoft Office 2007/2013 and Office 365
  • Combine hands-on technical support with your business & technology acumen to assess our GapTech support operations from a customer perspective and make recommendations for technology and service improvements
  • Support our collaboration technologies including Vidyo and Lync, recommend how to further maximize their adoption, identify other technologies that would deliver value to the Gap Inc business in this collaboration space
  • Work cross functionally with other GapTech Infrastructure & Operations teams including Information Security, Networking, Engineering to implement improvements and new initiatives including project/initiative planning, requirements, delivery, change management and measurement of results
6

Head of BB Customer Success Resume Examples & Samples

  • Job Purpose* An opportunity to join a rapidly growing business in an exciting industry. Based in London, the Head of B2B Customer Success will drive the engagement of FT digital group subscriptions amongst customers and prospects in the corporate, government and education sectors. You will lead and manage a global team to implement strategies that deliver against customer outcomes and the FT’s ambitious engagement goals
  • Main Duties and Responsibilities* - Provide successful, high quality customer journeys for group subscriptions, covering trials, onboarding, engagement and renewal - Define and implement the strategies, processes and tools that deliver against customer outcomes and B2B engagement goals - Oversee implementation of the service with training, integration, presentations/webinars and customer calls to increase the usage and adoption of our service - Use digital marketing channels and tactics as required to reach and engage customers, including onsite and email communications - Create self serve tools, knowledge base and communication programme to support small and medium sized accounts - Work with the sales team to identify accounts at risk of churn, as well as the growth and upsell opportunities - Lead, motivate and develop a team of 14 product consultants and two marketers based in London, New York, Hong Kong, Tokyo, Singapore - Collect, analyse and use data to improve the customer experience - Represent the voice of the customer with product teams and work with product in the discovery of customer needs and prototyping solutions - Build strong working relationships with the FT sales, product, editorial and data teams - Develop and refine key performance indicators (KPIs) to track progress individually, regionally and globally
  • Essential* - Graduate with experience of managing a global customer success or client services team - Strong management skills - coaching, mentoring and developing a team - Background in customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach - Results orientated and track record of using reporting/KPIs to track progress against goals - Ability to align product and service features to customer needs/outcomes - Strategic skills to develop a vision and lead change - Excellent at cross functional collaboration and consultation, developing good working relationships with other teams - Exceptional communication and presentation skills, both written and verbal - Comfortable with data and digital technology - Demonstrates a high level of initiative and self-motivation
  • Preferred* - Experience of a similar role within a digital subscription, IT services or SaaS business - Understanding of digital marketing tactics - Additional languages and an understanding of non-UK markets
7

Customer Success Manager MFG Resume Examples & Samples

  • Develops and enhances techniques and methodologies to drive business process change broadly within MFG customers to take full advantage of Autodesk technologies
  • Develops and maintains close relationships with senior (C level) management within a select group of named accounts
  • Assists Account Executives and Consulting Managers creating strategic account plans, maintaining relationships with key customers and identifying their problems from a technical perspective
  • Translates customer business/technical challenges into business solutions based on Autodesk products, augmented with 3rd-party technology as required
  • Oversees the consulting services engagement process from proposal through delivery, including identifying and ensuring delivery and adoption risks are managed
  • Provides education and evangelizes services offerings both internally to the MFG sales team and externally to the MFG market space - especially within the assigned group of named accounts
8

Customer Success Analyst Resume Examples & Samples

  • Use data to drive continuous experience improvements and to optimize the delivery of support services by segment and channel within budget
  • Develop and implement rigorous metrics and reporting specifications to better understand customer experience & operational effectiveness
  • Partner with data and technology teams to develop and/or improve measurement and reporting capabilities; ensure adequacy and accuracy of reporting
  • Develop threshold management process for key metrics, employing automation where possible
  • Develop and manage volume, resource and cost growth projections
  • Calibrate models based on forecast vs. actual performance to improve forecasting accuracy over time
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures; assist with process and policy development
  • Communicate with internal stakeholders to promote customer, employee, and cross-functional benefits, gain buy-in, and ensure operational plans are aligned with business objectives
  • Clearly articulate complex models and metrics to executive level stakeholders
  • Monitor trends real time and develop actionable feedback
9

Spanish Customer Success Manager Resume Examples & Samples

  • Independently managing accounts
  • Going out in the field, meeting your clients and blowing them away with your knowledge and ideas
  • Setting up and optimizing multiple internet marketing campaigns simultaneously
  • Analyzing performance and providing data driven insights and recommendations
  • Troubleshooting
  • Proactively finding new ways to build clients' business and growing accounts
10

Customer Success Lead Resume Examples & Samples

  • Manage a team of 2 to 5 Customer Success Managers
  • Oversee all aspects of the onboarding process and customer enablement - the transition of a customer from deployment to Support
  • Oversee customer incident management
  • Manage the candidate hiring process
  • Manage team schedules
  • Work with existing staff to continue the build-out of our internal knowledge base
  • Take part in shaping support related company standards, policy and services
  • Set the tone and culture of the team
  • Act as escalation point for Customer Success Managers
  • Engage in proactive communication with all Blue Box customers to convey service changes, status updates and product offerings
  • Work with customers to resolve billing inquiries
  • Develop and curate a customer-facing knowledge base, including indexing, reporting and community outreach
  • Ensure that the overall customer experience at Blue Box is responsive, effective, and seamless
  • Team leadership and coaching
  • Interviewing and hiring
  • Communicate complex technical details concisely and clearly
  • Problem solving with a focus on ownership of issues that leads to results
  • Ability to build strong relationships across the organization: leadership, developers, system administrators, accounting and billing
  • Ability to operate under pressure in a deadline driven environment and business critical emergencies
  • A solid level of business awareness: top line, bottom line, service and operational drivers
11

Customer Success, Business Operations Resume Examples & Samples

  • Process Request Center tickets and charge backs
  • Respond to RC ticket inquiries/expedites /escalations
  • Process the monthly charge backs
  • Process the quarterly true-ups
  • Manage the pricing for all HW services in RC (price scrubs, partner w/ Finance on budget guidelines, partner w/ RC team on maintaining the pricing in RC services)
  • Partner w/ Eng. and Asset on maintaining the RC services
  • Identify opportunities for savings
  • Partner w/ Finance on creation of a new CB model (greater partnership w/ Finance as a whole)
  • Partner w/ HR on an improved off boarding procedure to obtain HW from off boarded BPs
  • Refreshes, partner with Asset domain and Operations domain
  • Manage the WHM contractor
  • Creating and executing a plan for the transitional and growth objectives
  • Owner of the Business Operations processes
  • Responsible for compliance to and end result of teams executing these processes
  • Responsible for continuous improvement and corrective actions to the process
  • Administers metrics, analysis and performance management of these processes
  • Oversees training, coaching, general day to day management as relates to these processes
  • Strives for consistency in execution and end result across campuses and locations
  • Collects, analyzes and processes technician level feedback, customer feedback and customer satisfaction/voice of customer data
12

Customer Success Operations Manager Resume Examples & Samples

  • Manage account setup and maintain account on the PubMatic system
  • Ensure on-time execution of technical integrations and deliver service excellence during implementation
  • Work with internal teams, including sales, marketing, business development, product management and engineering to deliver customized implementation plans to select clients
  • Keeping multiple support systems updated (e.g. Salesforce, JIRA etc)
  • Issue end of month billing for accounts
  • Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, blanks, lost impressions, Iframes, etc
  • Generate and interpret reporting that will yield competitive insights for our clients
  • Work closely with internal and external customers to ensure higher returns for end customer
  • Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product support opportunities
  • Travel (up to 20%) to client sites for strategic and quarterly business review meetings
  • Any Graduation; preferably technical qualification
  • Pro-active, Logical reasoning ability, Problem solving and analytical mindset, Excellent written and spoken English, Quick learning, Detail oriented, Customer service-oriented attitude
  • Organized and structured approach to tasks, Client interaction exposure, Exposure to Online Advertising
  • Proficiency in Excel, preferably Excel Macros, MS Access, MS Project, SQL and other Database tools
  • Ad Trafficking exposure using Ad Servers like DART, AdTech, OAS, Zedo, ATLAS or OpenX
  • Moderate knowledge about web based applications, web forms, web server/ ad server / Mozilla Firefox and how to work on different web based browsers
13

Customer Success Operations Manager Resume Examples & Samples

  • Manage and develop client relations through the full life-cycle of the account — presales support, onboarding, ongoing account management, monthly/quarterly business reviews, etc
  • Optimize, track and analyze performance. Use original thought and analysis to discover opportunities and resolve escalations
  • Demonstrate your knowledge for the ad industry and apply that expertise to building deeper client relationships
  • Maintain active dialogue with clients through weekly meetings and periodic client onsites
  • Collaborate with a cross-functional team to deliver results and meet account goals, and improve Platform functionality
  • Provide training to Publisher, and internal, personnel on platform useage and functionality
14

Customer Success Manager, Pubmatic Resume Examples & Samples

  • Maintaining day-to-day contact with our premium publishers
  • Deep understanding of digital advertising & programmatic trading
  • Creative, independent problem solver
  • Fluency in second European language is a Bonus
15

Director of Customer Success Resume Examples & Samples

  • 6 to 10 years of experience in SaaS, Customer Success, or Account Management
  • Obtained a Bachelor's degree
  • Strong empathy for customers and passion for revenue growth
  • Experience managing and leading teams of all sizes
  • Experience analyzing data, trends to customer growth opportunities, and churn signs
  • Extremely analytical, curious and resourceful
16

Customer Success Manager, Tokyo Resume Examples & Samples

  • Manage multiple publisher partnerships as the day to day contact focused on account optimization to increase revenue and exceed sales plans
  • Identifying growth opportunities within accounts to increase use of the multiple products and services within the PubMatic platform
  • Responsible for quarterly business reviews, monthly in person working sessions with accounts and numerous client engagements/phone calls per week
  • 3 or more years of client-facing media account management experience
  • Knowledge of digital media landscape across the country or region, including industry usage of cookies and publisher's advertising revenue goals and strategy
  • Ability and willingness to take ownership of client relationship to answer questions and resolve issues in a timely fashion
  • Flexible, entrepreneurial mindset with proven success in fast-paced environments and ability to juggle multiple client deadlines
  • Capacity to work with all teams locally and globally including sales, marketing, business development, product management and technical teams
  • Previous experience within ad operations or an understanding of Ad Serving and industry usage of cookies, tagging, tag strategy, and optimization
  • Proficiency in Excel and salesforce
  • A proven track record of driving online publisher revenue and building strong relationships within their local market
  • Ability and willingness to take full ownership of client relationships and issues
  • Be a team player that excels in a cross-functional team environment and can build lasting relationships with local and remote colleagues and customers
17

Customer Success Manager, UK Resume Examples & Samples

  • Excellent time management and strong organization skills to deliver positive client-focused resolutions
  • Flexible, startup mindset with proven success in fast-paced environments and ability to juggle multiple client deadlines
  • Every Ad. Every Sales Channel. Every Screen. One Platform
18

Customer Success Intern Resume Examples & Samples

  • Client management
  • Miscellaneous cross-functional administrative tasks
  • Love technology
  • Interest in solving real-world business problems
  • Extremely resourceful
  • Curious
19

Customer Success Manager Business Solutions Resume Examples & Samples

  • Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
  • Be accountable to drive high Active Usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan
  • Leverage deep functional expertise in order to expand the customer’s use of existing workloads and to identify new workloads
  • Build, maintain and leverage appropriate C-Level relationships 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
  • Demonstrate advanced insights and understanding of customer’s business/industry and challenge appropriately the way a customer views both their business and processes
  • Hold other Microsoft groups accountable to remedy roadblocks affecting a customer
  • Represent the “Voice of the BDM” within Dynamics and greater Microsoft
  • Sunstancial experience in functional CRM consulting with top consulting firms or CRM vendors, or in a pre-sales CRM solution engineering capacity for a top CRM vendor. Experience in both consulting and pre-sales is ideal
  • Experience in driving CRM transformation in enterprises through effective change management and adoption highly preferred
  • Experience in one of the following industries highly preferred – Financial Services, Public Sector, Retail, Manufacturing & Distribution
  • Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers
  • Strong organizational/time management skills and the ability to manage multiple projects simultaneously
  • Cultural awareness and appreciation for diversity
  • Masters degree with information technology/accounting/finance focus preferred
  • Willingness to travel – up to 40%
20

Customer Success Manager, Southern Europe Resume Examples & Samples

  • Collaborating with a cross-functional teams for maximum impact and quick resolutions
  • Flexible, startup mindset
  • Being able to cope with pressure and setbacks
  • Being able to work as a team
  • Results driven
  • Fluency in Italian & English is a MUST
  • Good understanding of technical resolutions is a Bonus
21

Customer Success Operations Manager Resume Examples & Samples

  • Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety etc
  • Knowledge in regards to RTB/PMP and ad Networks
  • Knowledge to use debugging tools like Fiddler, Firebug etc
  • Pro-active, Logical reasoning ability, Problem solving and analytical mindset, Excellent written and spoken English & Italian
  • Quick learning, Detail oriented, Customer service-oriented attitude
  • Ad Trafficking exposure using Ad Servers
22

Senior Customer Success Enablement Manager Resume Examples & Samples

  • Critical to success will be driving cross-functional collaboration and communications across commercial, services, support, and product teams, facilitating customer lifecycle touch points & transitions that will drive: timely account onboarding, deployment quality, effective user training, and on-going outcomes achievement
  • Lead the development and execution of action plans to achieve identified customer outcomes for named accounts
  • Deliver on-going coaching and training to grow and maintain customer usage and engagement with Power Digital Solutions
  • Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources
  • Execute growth plans at named accounts to expand consumption of existing offerings and demand for new offerings
  • Establish account baseline and manage continued reporting on customer outcomes achievement
  • Work with marketing & commercial teams to develop customer case studies and deliver reference customers
  • Advocate customer needs/issues cross-departmentally and program manage account escalations
  • At least 3 years of experience in a direct customer facing role
  • MBA or similar a plus
  • General urgency in execution and tendency toward speed with ability to adapt and change
23

Customer Success Executive Resume Examples & Samples

  • Strong Operational acumen with ability to define success targets and ensure attainment of targets
  • Strong program management skills with ability to synthesize customer success outcomes into well structured program plans that deliver against such outcomes
  • Ability to communicate at both a technical level of detail and also to more senior audience both within BMC and the account
  • Proven ability to address difficult issues, make tough decisions, and communicate constructive feedback. Volunteers to lead/own various projects for building the Customer Advantage Program
  • 10+ years in senior customer facing roles that require a mix of influencing, negotiating, understanding and execution
  • Experience in successfully managing large scale IT programs or projects and ITIL
  • Strong knowledge of business processes (Sales, Marketing, Services, Support), business applications and automation
  • Expertise in Project and Program management
  • Experience in dealing with senior IT and business executives of large and complex accounts
  • LI-JC1
24

Customer Success Transformation Go-to-market Director Resume Examples & Samples

  • Design & propose new Transformation Customer Success offerings for Education, Services, and Support
  • Work closely with BMC leadership to align Transformation offerings to BMC’s broader strategy for Digital Enterprise Management and Global Services BMC Methodology
  • Coordinate across the BMC value chain to ensure that offerings are successfully launched
  • Evangelize Transformation offerings internally & with key customers
  • Evaluate performance of offerings in the market and implement adjustments where needed
  • Communicate progress on offerings with BMC management and key stake holders
  • Drive linkage of BMC’s Customer Success offerings with the Go-to-Market plan for Managed Services. Ensure that we have cohesive program Managed Services that is well integrated with the BMC value chain
  • LI-PM1
  • TMJ-PM1
25

Customer Success Engagement Manager H/F Resume Examples & Samples

  • Collaborate with Customers and GE Businesses and drive successful business outcomes via Executive Briefings, and Co-creation programs
  • Manage new programs and initiatives at the Digital Foundry, and work closely with the GM of the foundry
  • Research, procure and implement new tools, technologies and processes to drive operational efficiencies
  • Develop deep understanding of Executive Briefing and Collaboration Center tools and processes, and help optimize and improve operations
  • Provide metrics and reports detailing customer visits and their outcomes for executive review
  • Work with the GM of the foundry, GE business units and account executives to develop a comprehensive understanding of the customers’ challenges and objectives
  • Create cross-functional engagement plans that build meaningful, strategic relationships that lead to further engagements and encourage advocacy while increasing customer loyalty, commitment, and excitement
  • Co-create new outcomes at remarkable speed by enabling ideation and co-creation sessions with GE customers
  • Work in a dynamic and hands-on role that requires a multi-disciplinary approach while working with all parts of the business to deliver the best experience to GE businesses and their customers
  • Work closely with GE business executives, Product Management, Engineering, User Experience, Cyber security, Marketing, Sales, and with external customer to define business and operating models for the Executive Briefings and Collaboration sessions as well as drive the execution of these models
  • Pro-actively and consistently incorporate customer feedback into the engagement process and use quantitative and qualitative analysis to drive operational excellence in the areas
  • Master’s
  • The ideal candidate for this role possesses skills as a seasoned innovation and engagement leader with a breadth of skill sets including consulting, strategic planning, marketing and product management and has a good understanding of Big Data, Saas as well as cloud and on premise software solutions
  • Seasoned professional with a breadth of skill sets including sales, business development, facilitation, and consulting. Ability to manage projects & project managers teams is a big plus
  • Excellent organization skills with the ability to manage multiple tasks and details
  • Ability to work under pressure and under tight deadlines
  • Ability to work independently and without supervision
  • Excellent facilitation, presentation, interpersonal and communication skills
  • Experience in product innovation and prior role leading a technology incubator/accelerator
  • Experience managing C level strategic relationships and strategic customer engagement programs
  • Experience in developing and executing to business and operating models for innovation centers and customer strategic engagement programs
  • Experience with Design Thinking and customer centric product development and how to engage the customer as a participant in the development process
  • Worked in large/complex software/software service applications and lean software startup
26

Account Associate, Customer Success Resume Examples & Samples

  • Develop irreplaceable relationships with customers; retain and satisfy customers
  • Become a product and domain expert, and strive to use that knowledge to make customers successful in their business
  • Design, implement and document innovative strategies to drive customer engagement
  • Deliver value-driven solutions; ensure that customers begin every interaction with Flatiron with a clear understanding of its purpose and conclude every interaction with tangible results or next steps
  • Bachelors degree from a top-tier university
  • 1-3 years experience in account management, project management or consulting
  • Impeccable time management, written and verbal communication skills
27

Global Customer Success Resume Examples & Samples

  • Drive partner-led adoption growth through collaboration with Cisco Integrated Sales Organization, Field Marketing, individual BE’s, and Cisco Capital counterparts
  • Deliver weekly and accurate adopt & expand forecasts to management
  • Meet and exceed adopt & expand targets on a weekly, monthly, quarterly and annual basis
  • Utilize and maintain SFDC as opportunity management and forecasting tool
  • Engage with Americas Field Marketing counterparts to create demand generation campaigns with named partner accounts to improve time to customer value and expanded pipeline week over week
  • Comfortable in working in a predominantly virtual team setting, through inspirational business skills
  • Develop a clear and concise understanding of the partner and/or customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function
  • Serve as trusted advisor to Cisco partner base to evangelize and drive GCS portfolio in the Americas theatre
  • Focus on ensuring Partners can deliver value to Cisco customers successfully and maximize the value they receive from solutions and attain their business outcomes through any relevant subscription service
  • Operate and execute with “C” level partner executives by visiting partner locations, participating in partner executive briefings, and quarterly business reviews
  • Plan, propose and participate in GCS portfolio feedback cycle
  • Drive partner and customer satisfaction by executing GCS strategy
  • Meet operation expense targets and organizational financial goals
  • Drives Field, Partner, and Customer Loyalty and Satisfaction
  • Communicate and correlate GCS strategy and portfolio to partner growth and sales objectives
  • Practice Building: Tie financial impact to partner’s investments in both short term and long term investment models needed to deliver Adopt and Expand value based on Cisco subscription portfolio
  • Candidate should be comfortable with Partner Services Offer Definition: have the capability to build and manage packaging workshops. This would include blending of intellectual property (I do, you do, we do) to build next generation adoption programs
  • Balance Planning and Reacting
  • Innovate and take risks
  • Proactively work to eliminate barriers, handle objections, and remove impediments to success
  • Proven track record of collaboration across multiple organizations in order to accomplish significant achievements driving customer satisfaction and Cisco revenue
  • Must be excellent communicator, team builder and motivator with a proven ability to provide leadership while exhibiting outstanding interpersonal written and verbal communication skills
  • Must be organized and self-motivated
  • Ability and willingness to travel on demand
  • 10+ years’ experience in successful channel sales, business development and/or channel marketing, preferably in a technical environment
  • 5+ years’ experience working with channel and/or alliance partner programs
  • Bachelor’s degree from accredited college or technical institution
  • Strong partner recruitment and sales capabilities
  • Training or skills transfer experience preferable
28

Virtual Customer Success Manager Resume Examples & Samples

  • Leverage the acquired knowledge of the customer to ensure Cisco enables Customer Success and achieve their Business Outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions
  • Focus on ensuring Cisco customers successfully maximize the value they receive from our solutions and attain their business outcomes through Cisco AS, TS, Manage & Operate, Consulting Services, Software, Cloud and XaaS solutions, as well as any other components that are suitable for a subscription model
  • Drive ADOPTION, and positioning of solutions throughout all stages – Plan, Build, and Manage – of the Lifecycle inclusive of all Cisco offers, leading to appropriate renewal rates and referrals along with the development of new opportunities
  • Measure and report the impact of the offerings currently in place, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes
  • 3-5+ years technical, business and/or sales experience – knowledge of Smart Services including SNTC Portal and Collaboration solutions is preferred
  • Executive level communication and presentation skills, including value messaging
  • Strong awareness of Cisco, including both the company and solution offers, and general comprehension of telecommunications and internetworking technology
  • An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the ADOPT and EXPAND motion
  • Effective organizational and time management skills
  • Accustomed to working effectively within all levels of an organization
  • Ability to align Cisco Services with customer at a business level
  • Diversified customer relationship development
  • Education or equivalent experience: 4 year higher education degree
29

GCS Customer Success Manager Resume Examples & Samples

  • As the Trusted Advisor, develop and maintain long-term relationships with stakeholders in target portfolio
  • Establish and play a fundamental part in integrating the adoption of Cisco technology into customers business processes through a comprehensive understanding of the customers’ industry business challenges and objectives and mapping of Cisco Services to address their needs
  • Partner with the customer to establish a transformational Business Roadmap / Blueprint to ensure achievement of program goals and Effectively network an account from the C-Level down to achieve successful execution of the Blueprint
  • Ensure that all customers derive maximum value from their investment in Cisco Collab specific purchases
  • Deliver successful customers to the contract renewal cycle and Identify expansion opportunities; collaborate with sales teams for growth attainment
  • Serve as a customer advocate in driving industry best practices and contribute thought leadership and best practice around business transformation
  • Postgraduate required, MBA would be an advantage
  • Relevant technical knowledge. CCNA/CCIE would be an advantage
  • 8+ years of relevant industry experience, senior management experience within a technical organization preferred
  • ITIL certification beyond ITIL Foundation, ITIL Expert certification preferred
  • Senior level relationship management: Establish and maintain long term C-level Relationships; Credible C-level Advisor/Coach
  • Technology acumen: Knowledge of Cisco technology solutions especially within the Collaboration suite
  • Customer focus and Service Management: Focus on Customer Success. Proven track record of applying service management skills in customer engagements
  • Strategic thinking: Strong business acumen; Think Strategically and Innovate
  • Execution: Escalation Management; Experienced and mature decision-maker; Account portfolio planning and prioritization
  • Communication skills: Possess excellent verbal and written communication skills; excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed
  • Consulting skills: Ability to understand customer needs and help integrating Cisco Collab solutions into customer business processes
  • Preferred skills: Extensive relevant work experience in a management consulting firm preferred. Proven effectiveness at leading and facilitating executive workshops with Proven experience in managing large, complex project implementations; Knowledge of Cisco’s business model preferred, but not required
30

Manager Virtual Customer Success Management Center Resume Examples & Samples

  • Lead the team and deliver measurable business results in agreed customer segments by driving adoption of agreed Cisco solutions
  • Be part of the EMEAR Management team responsible to drive ADOPT and EXPAND results for prioritized Cisco offers
  • Manage the leverage the acquired knowledge of the customer to ensure Cisco enables Customer Success and achieve their Business Outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions
  • Focus the team on ensuring Cisco customers successfully maximize the value they receive from our solutions and attain their business outcomes through e.g. Cisco Services, Security and Collaboration offers as well as any other components that are suitable for a subscription model
  • Focus the team on driving ADOPTION, and positioning of solutions (EXPAND) throughout all stages (Plan, Build, and Manage) of the Lifecycle inclusive of all Cisco offers, leading to appropriate renewal rates and referrals along with the development of new opportunities
  • Ensure the team facilitates the successful consumption of Cisco Solutions
  • Measure, report, and manage the impact of the offerings currently in place with assigned customers, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes
  • Accelerate the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer
  • Ensure that identified opportunities are proactively qualified, communicated, and transitioned the to Cisco Sales or Cisco Virtual Sales
  • Ensure that the team follows the execution of the ADOPT and EXPAND motions of Cisco Solutions as outlined in the Playbooks and facilitate the improvement of the Playbooks for real live experiences with customers
  • Strong leadership qualities demonstrated in previous role in a highly collaborative environment; Strong team player and pro-active, self-driven individual; People-development track record
  • 5-10+ years technical, business and/or sales management experience
  • Demonstrated leadership skills from leading a diverse and/or virtual team aligned to sales or delivery goals
  • Executive level communication, relationship management, and presentation skills, including business case creation and argumentation
  • Demonstrated and consistent over-achievement against goals with a team in previous roles
  • Education or equivalent experience: MBA or Executive MBA
  • Strong awareness of Cisco, including both the company, its partner business, the solutions Cisco offers, and general comprehension of the software subscription business and the implications of the business transformation Cisco is going through
  • Confidence in working effectively within different levels of an organization
  • Ability to align Cisco Solutions with customer at a business level
  • Experience at escalation and issue management and managing stakeholder, partner, and customer expectations
31

Customer Success Manager, Collaboration Resume Examples & Samples

  • Develop and execute Adoption plans leveraging VALUE framework with ongoing tracking and improvements of key metrics (includes adoption health scores) aligned with customer goals
  • Aligning with the sales and annuities teams on renewal cycle so that customer value of the solution is realised proactively, any expand opportunities are included and the renewal has least resistance
  • Over 6 years of relevant industry experience with knowledge and managing adoption of software solutions and services
  • Executive level communication, consultative and presentation skills are essential
  • Skilled in leadership and influence of virtual, cross-functional teams with program management and service management experience preferred
  • Industry certifications a plus (eg ITIL, COBIT, Six Sigma, PMP)
32

Senior Manager, Pardot Customer Success Resume Examples & Samples

  • Manage Dublin- and London-based CFL team to deliver quality services experiences that are aligned to - and in support of - Pardot's sales efforts
  • Directly manage and support all Implementation, Client Advocate, Training, Renewals, Partners, and Support team members
  • Create, document, optimize and refine processes to allow Pardot's services offerings in EMEA to scale in conjunction with Sales performance and customer need
  • Define and articulate team goals that tie in specifically to support the growth and expansion of Pardot/Salesforce business in EMEA
  • Collaborate with Managers and/or Team Leads for CFL Practice Areas to establish direct feedback channels between EMEA-based resources and appropriate global teams
  • Liaise with other Salesforce.com departments as required to provide necessary resources to maximize each services-related opportunity
  • Lead regular tactical and strategic meetings with EMEA-based CFL team members to align with business priorities and drive overall performance
  • Participate in Sales team meetings as necessary to ensure clear, consistent communication of CFL-specific processes
  • Resolve issues regarding any/all Pardot services delivered by the EMEA-based team, defining and implementing corrective actions, and escalating issues to CFL management as needed
  • Support all aspects of team operations, including: customer escalations, quality control, team building, and professional development
  • In-depth knowledge of the software and Cloud industry
  • 3-5 years of experience in management
  • Proven ability to build relationships and manage expectations
  • Experience with Change Management
  • Excellent written, verbal and communication skills
  • Proven ability at effectively making formal and informal presentations to all levels of management
  • Proactive and service oriented
  • Self-motivated and able to retain enthusiasm and stay focused
  • Four-year degree from an accredited University or College
  • Consulting / Management Experience
  • Salesforce.com application knowledge (Admin certified)
33

Customer Success Director Resume Examples & Samples

  • As 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, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
  • Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan
  • Serve as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality, courses and administrative services integral to the customer's success
  • Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and salesforce.com
  • Build and maintain both global and local relationships internally and with customers
  • Work in a highly collaborative and passionate team environment
  • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
  • Experience with account portfolio planning and prioritization
  • Proven effectiveness at leading and facilitating executive meetings and workshops
  • Salesforce Developer
  • Sales or Service Cloud Consultant Certification
  • All required Salesforce University Certifications eg. Salesforce1
34

Customer Success Manager / Director Resume Examples & Samples

  • Orchestrate other (paid for) Success Services such Program Architects, Strategic Services, Accelerators, etc
  • As part of building your personal brand you will be given the opportunity to
  • Partner with customers in developing their strategic direction
  • Contribute to global and local initiatives
  • Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
  • Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and onboarding process in the first 6 months
  • SFDC Certified Administrator
  • SFDC Certified Advanced Administrator
35

Customer Success Leader Resume Examples & Samples

  • 3-5 years experience in the Healthcare Industry – specifically, healthcare settings where Imaging Technologies are used
  • 3-5 years experience and proven track record of successfully managing B2B customer relationships throughout their journey
  • 5 years experience in Project Management, Implementation and Support
36

SVP, Customer Success Resume Examples & Samples

  • Set the vision and the path to achieve it
  • Advance the business effectiveness of this function with your thought leadership and customer success expertise, in partnership with relevant business leaders
  • Deliver against business results: improve client engagement and strengthen renewal rates and renewal wallet share
  • Create and drive a customer-obsessed, agile, results-focused team culture
  • Lead through managers to ensure the ongoing and proactive acquisition, development, and retention of staff
  • Bring client insight to the broader leadership and executive team for programmatic purposes (product design, marketing, and sales strategies)
  • Share accountability with sales and product leaders to resolve client issues
  • Advance territory and workforce planning for this function, which includes capacity modeling, specialization, and ongoing role definition
  • Drive efficiency and effectiveness through new and improved technology and tools
  • Build a strong partnership with product and consulting leaders to ensure effective orchestration of the delivery of value for what the client purchased
  • Leverage your knowledge of value drivers to design aligned and effective incentives, goals, and compensation plans, in partnership with relevant business leaders
  • 15+ years of relevant experience
  • Prior experience leading and/or building a customer success function
  • A proven track record of
37

Customer Success Executive Resume Examples & Samples

  • Project Management - quarterbacking internal and external initiatives
  • Develop strong customer relationships and serve in the role of RingCentral trusted partner
  • Serve as manager of other Customer Success Managers in the RingCentral office in which you are located
  • 7+ yrs. direct and verifiable enterprise-level customer success experience
  • Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals
  • Strong analytical, problem-solving and dot connecting skills with the ability to develop quick, accurate situational awareness
  • Experience and comfort interacting with and influencing C-level executives
  • Strong communication skills – written and verbal – with understanding of situational best practices
38

Enterprise Customer Success Leader Resume Examples & Samples

  • Partner with Blackbaud’s Enterprise CRM and other strategic accounts to assist them achieve lasting and measurable success
  • Engage with senior leaders in customer organisation to ensure enterprise wide value creation both after go live and during project implementation
  • Map customer journey by develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Delight customers so they become advocates and willingly reference both Blackbaud and Enterprise CRM
  • Act as a liaison between Product Management and the Customer with a focus on feature collaboration
  • Communicate the Enterprise CRM roadmap with a view to helping customers plan their continuous improvement journey of Enterprise CRM
  • Facilitate and grow collaboration amongst the BBCRM user group and act as a catalyst for greater outcomes than the individual organisation could have achieved individually
  • Develop methods for sharing best practice among the community of CRM customers
  • Influence future lifetime value through stronger and more effective product adoption, customer satisfaction and overall health scores
  • Engage with the market to enhance the Blackbaud brand within the technology and CIO space
  • Work within the general NFP Tech space to enhance the Blackbaud brand and align our value with market trends
  • Support specific sales opportunities at all stages of the pipeline by providing executive gravitas, a systems lead approach, and impact stories
  • 5+ years experience in leading customer-facing organizations
  • Passionate about CRM outcomes
39

Director of Professional Services Customer Success Organization Resume Examples & Samples

  • Manage a team that delivers Marketo implementation projects for our SMB and Agency clients
  • Manage, mentor and train managers, direct reports & subcontractors to deliver world-class consulting services
  • Continuously improve processes, procedures, templates and best practices required for project delivery
  • Provide pre-sales support and scoping when required to help clients understand the onboarding experience
  • Hire, ramp and manage performance to drive employee development and maximize team retention
  • Build, develop and retain a high performing team that delivers positive contributions to the company
  • Serve as an executive escalation point for clients and partner with other groups to resolve issues
  • Become an expert in the features, benefits and applications of Marketo’s solutions
  • Minimum 5 years of experience in senior level leadership in professional services or Customer Success roles
  • Minimum 3 years of experience managing a team – preferably consultants or customer facing teams
  • Experience managing a high velocity portfolio of projects to consistent, high quality outcomes
  • Excellent client management and project management skills
  • Experience measuring progress against goals for satisfaction, quality, utilization and on-time delivery
  • Demonstrated ability to consistently meet or exceed business targets at fast-growing companies
  • Strong organizational and planning skill with meticulous attention to detail
  • Experience hiring and developing a team of high performing, passionate professionals and managers
  • Experience leading projects to implement change and process improvements
  • 2-3 years of experience using Marketo, Marketing Automation or other SaaS solutions preferred
  • BA/BS required. MBA or equivalent advanced degree preferred
40

Customer Success Manager / Toronto, ON Resume Examples & Samples

  • Leverage SAP tools, services, methodologies and best practices to ensure that the customer’s SAP solution runs with optimal level of performance, stability and data consistency
  • Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features. For example
  • Drive SAP Enterprise Support and Preferred Care retention and renewals by delivering a valued and high quality customer engagements
  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT decision makers and LOB decision makers
  • Intercultural sensitivity: SAP Enterprise Support and Preferred Care are global programs and interaction with customers worldwide is required
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
41

Customer Success Manager / Dallas, Texas Resume Examples & Samples

  • Empowering customers to utilize appropriate services, ES Academy sessions, Value Maps … in order to meet their support their SAP operational goals via Solution manager functionality etc
  • Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process
  • Excellent communication & presentation (soft) skills
  • Project Management experience is an advantage
  • Knowledge of the SAP Enterprise Support and the included service offerings such as ES Academy, ES Value Maps and SAP Solution Manager is an advantage
  • 2-3+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
  • Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors skills
  • Experience working in a global organization and proven record leading cross-functional teams is an advantage
42

Customer Success Manager Role Within Success Factors Resume Examples & Samples

  • Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity
  • Understand key elements of the customer’s environment
  • Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed
  • Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
  • Align Enterprise Support and Preferred Care offerings to customer business strategy and goals
  • Engage cross-functional resources both internally and with customer organizations to align on problem solving activities
  • Assist in knowledge transfer between customer and internal teams
  • Effectively manage time, workload and shifting priorities
  • Provide occasional off-hours support with key projects and go-lives
  • Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc
  • Up to 30% travel on-site presence
  • Excellent English language skills, written and verbal. Additional languages, German or French in particular, are an advantage
  • Ability to learn and assimilate information quickly
  • 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)
  • Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Care are global support offerings and interaction with customers worldwide is required
  • Enthusiast, strong work ethic and a positive attitude
  • Graduate with a Bachelor or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
  • Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors experience
  • Experience in transferring knowledge to others (coaching & mentoring)
43

Global Customer Success Leader Resume Examples & Samples

  • Sells Symantec’s entire security portfolio (software, SAAS, managed services, etc...) and maintains relationships with 5-7 existing named accounts that are of substantial strategic importance to the organization
  • The territory is comprised of accounts that are strategic to the long-term success of the organization. The candidate is expected to cultivate and maintain executive level relationships in IT and various Lines of Business (LOB), focusing on the strategic nature of the relationship
  • Assigned to large, complex, high visibility, strategic, or tactically important accounts
  • Ability to collaborate with extended Symantec and partner teams but also to work independently to accomplish required tasks
  • Interface with all levels of management. Negotiating and influencing to build consensus. Present programs internally and externally. Work is focused on operational plans in support of strategic goals
  • Excellent time management, presentation, written and oral skills
44

Customer Success Manager, Atlas Resume Examples & Samples

  • Lead the development and design of end to end customer lifecycle and touch points, e,g, onboardings and check-ins
  • Engage customers during their post-sales lifecycle to maintain engagement and customer health
  • Advise customers on successful implementation of use cases
  • Share best-practices, resources, and other tools to help customers successfully adopt the MongoDB Atlas service
  • Ensure high customer satisfaction and referenceability
  • Participate in customer community & social forums
  • Work broadly across the organization to identify, prioritize and develop required systems, processes and data capture
  • Proactively query and build models on customer data and usage statistics to identify customer behaviors and patterns
  • Perform data validation and document discrepancies
  • Prepare executive level and operational reporting to monitor health and adoption of Atlas customers and effectively communicate analytical findings
  • Develop and implement best practices, processes and tools which can continually enhance MongoDB Atlas Customer Success Program
45

Customer Success Resume Examples & Samples

  • Coordinate with recruiting and internal teams to recruit, hire, and train new people
  • Display an ability to build confidence and trust in your direct reports
  • Maintain a high level of team engagement and motivation
  • Manage approximately 10 members of the EMEA CSM Team
  • Be responsible for the metrics and results of your team
  • Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
  • Proactively identify areas for innovation and improvement within the CSM Team , and drive collaborative developments within our existing playbooks
  • Develop, retain and motivate an existing team while recruiting for new members and continually raising the bar for talent and capabilities
  • Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
  • Analyze customer and performance data to make informed decisions about operational and procedural changes
  • Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired
  • Superior understanding of data and analytics
  • Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
46

Amazon Business, Customer Success Manager Resume Examples & Samples

  • Engage with senior leadership at customers to define strategies for using Amazon Business and unlocking spend
  • Meet or exceed targets for customer, spend, or solution adoption
  • Thing big and develop next generation professional services approach automating advisory services for customers through technology
  • Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations
  • Deep knowledge of procurement and source to pay processes and solutions
47

Account Rep-customer Success Manager Resume Examples & Samples

  • Identify, qualify, and engage with recently launched Sellers for the Amazon Business Marketplace
  • Develop a clear understanding of selling to business customers on Amazon, along with the features and functionalities
  • Create and articulate compelling value propositions around selling to business customers on Amazon
  • Achieve quarterly goals for quality of seller outputs
  • Meet or exceed quarterly revenue targets and operational metrics
  • Manage numerous opportunities concurrently and strategically
  • Analyze customer data and make recommendations in order to maximize the potential of the assigned territory. Execute successfully on the recommended plan
  • Implement and track metrics for recording the success and quality of the sellers in your territory. Use these metrics to guide your work and uncover hidden areas of opportunity
  • Utilize CRM tools such as Salesforce.com to track all pertinent account information and sales progress as well as forecast and prioritize to achieve quarterly goals
  • Prepare and deliver business reviews regarding progress and state of health for the respective territory
  • Develop a thorough understanding of the e-commerce industry and competitive environment, including knowledge of competitive product offerings
  • Assist internal partners to drive change, remove roadblocks, and close business
  • Manage additional projects while maintaining current book of business, such as mentorship, competitive analysis, and sales analysis as needed
  • BA/BS degree or equivalent experience including 4+ years of sales experience in eCommerce, retail technology, SaaS, or software industries
  • At least 3 years of business-to-business selling experience
  • Experience managing multiple accounts to achieve aggressive growth targets
  • Demonstrated success in exceeding sales targets using a consultative, solutions-focused approach
  • Always does what is right for the customer; relentlessly customer-focused
  • Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements
  • Sound business judgment, proven ability to influence others
  • Strong analytical skills including Microsoft Excel
  • Experience using Salesforce.com or other CRM tool
  • Superior communication and presentation skills
  • Ability to thrive in an ambiguous environment
  • Ability to prioritize and manage multiple responsibilities
  • Creative, has initiative, and can constructively advocate on behalf of the customer
48

Technical Customer Success Manager Resume Examples & Samples

  • 6+ years of Technical Customer Success Management experience in a related industry
  • Bachelor's degree in Engineering, Computer Science or equivalent
  • Hands-on experience managing efforts in Windows/Unix environments, distributed systems and/or developing large-scale web applications as well as strong understanding of database technology including Oracle and MS SQL Server
  • Experience with current web technologies
  • Proven experience working with senior leadership and experience defining and delivering on a product roadmap
  • Fluency in English and Dutch is essential, other EU languages are highly beneficial
  • A proven track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
49

Spanish Customer Success Manager Resume Examples & Samples

  • Native Spanish speaker fluent in English
  • Must be smart and business savvy with consultative, problem solving, and issue resolution skills
  • Knowledge of Inbound Marketing or the aptitude to learn it quickly and independently are required
  • Support an on-going partner relationship to maximize acquisition, retention, and up-sell rates
50

Saas Customer Success Resume Examples & Samples

  • Acts as main point of contact for all operational matters of your Business Unit
  • Initiates and drives business process improvement activities across your Business Unit
  • Minimum of 10 years of experience in international IT. Good knowledge on Cloud solutions
  • Experience with working with or managing International teams
  • Extensive experience of working with senior leaders & VPs
  • Experience with change and transformation
  • Fluent in English (Spoken & written)
51

Customer Success Manager AOP Resume Examples & Samples

  • Serve as the primary point of contact for customer post sale Cloud related activities
  • Assume responsibility for Public Cloud PaaS and IaaS adoption and issues escalation
  • 10 years+ of experience of Oracle Technology success with customers
52

Iaas Customer Success Manager Resume Examples & Samples

  • Drives our IaaS customers fast adoption of the services acquired, throughout the entire territory assigned to her/him
  • Driving high customer Satisfaction
  • Ability to travel within own country / region. Assume up to 40%
53

Iaas Field Customer Success Manager Resume Examples & Samples

  • Is accountable for a successful adoption cycle
  • Lead renewal and expansion IaaS contractual process throughout one’s assigned territory
  • 5 years+ IaaS cloud experience preferably within a Cloud vendor organization
  • Enthusiasm, energy and ability to evangelize and expand the footprint of seeded markets in the public cloud platform
  • Broad knowledge and experience in Public Cloud ecosystem and IT infrastructure elements
54

Senior Customer Success Operations Manager Resume Examples & Samples

  • Develop in-depth analyses and build automated and scalable reporting tools (dashboards, reporting packs, etc.) to regularly assess the performance of the business and provide actionable insights to leadership
  • Assist in executing Salesforce.org's Go to Market strategy (headcount planning, account growth, renewals targets, market segmentation, data quality) and drive improvements in the associated processes
  • Provide business analytics strength to drive strategic projects and transformational initiatives to transform and improve our business while achieving our ambitious growth targets
  • Collaborate with other functions globally, e.g. Renewals, Sales, Sales Operations, Finance, etc. and other teams to improve operational processes, drive impactful business outcomes, and unify framework for business analysis
  • Collaborate regularly with the Salesforce.com CSG organization and other areas of the organization to unify framework for business analysis
  • Provide monthly reports of progress and metrics to leadership
  • Work with business to conduct ad hoc queries and analysis
  • Present recommendations to senior management for strategic decision making and investment
  • Assist in the development of the CSG GTM strategy, including evaluation of new geographies
  • Bachelor's Degree in an analytical discipline such as engineering, computer science, economics, finance, etc
  • 5+ years of experience in business analysis/data mining, translating complex data sets into actionable business insights, abstracting the bigger picture from data with clarity
  • Exceptional problem solving skills: demonstrated ability to structure complex problems, develop solutions, and craft high quality executive presentations
  • Creativity in developing actionable recommendations for presentation to senior management
  • Advanced Excel skills and demonstrable knowledge of Business Intelligence Suites are essential. Data sourcing, extraction, and transformation using SQL, Business Objects, Tableau, Salesforce Analytics Cloud, or similar tools/technologies
  • Excellent written and verbal communication skills including strong presentation skills
  • Ability to work independently, think creatively, manage multiple tasks and deliver results in a collaborative, start-up paced environment with changing requirements and priorities
  • Experience running analysis using Salesforce.com
  • SQL/Enterprise Analytics and/or Programming Skills are a plus
  • Work experience in consulting, finance, or product management is a plus
55

Virtual Customer Success Manager Resume Examples & Samples

  • 5-8+ years technical, business and/or sales experience working with many assigned medium to large organizations
  • Knowledge of ROI measurements and converting Cisco solutions into customer business value messaging
  • Strong awareness of Cisco, including both the company and solution offers, and general comprehension of security, collaboration and internetworking technologies
  • An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the Adopt & Expand motion
  • Effective organizational and time management skills to achieve scale
56

Enterprise Customer Success Leader Resume Examples & Samples

  • Viewed as an expert in the field
  • Assigned to large, complex, high visibility, strategic, or tactically important, named accounts. (Enterprise – Large Enterprise – Public Sector)
  • Sells the organization’s products and/or services to, and maintains relationships with typically one to three existing named accounts that are of substantial strategic importance to the organization
  • Develops strategies and orchestrates company resources to maximize sales volume and profit goals within assigned account
  • This is a strategic account management position. Accounts are target accounts that have a major strategic impact on the long-term success of the organization
  • Maintains contact with account at a high, executive level, focusing on the strategic nature of the relationship. Represents the organization to the customer and the customer to the organization
  • Responsible for expanding and retaining named accounts while ensuring ongoing customer service
  • While responsible for meeting assigned quota, typically not measured on sales volume alone. Account penetration and balanced sales growth are important performance measures
  • Primary point-of-contact sales manager for account regardless of account’s geographic location
  • Meeting Sales Quota
  • Specialist in advanced sales, technical, business skills. Develops and cultivates lasting customer relations
  • Works independently. Interfaces with all levels of management negotiating and influencing to build consensus. Presents programs internally and externally. Work is focused on operational plans in support of strategic goals
  • Provide leadership role for work group through advanced knowledge in area of specialization. Generally free to determine work priorities based on general direction from management
  • 6-8years -- demonstrated sales account management experience. Ability to liaise with partners at all levels with demonstrated experience selling to the executive level customer preferably in the high-tech industry. Excellent time management skills. Ability to take account ownership. Good analytical capabilities. Excellent verbal and written communication skills. Excellent presentation skills. Strong achievement against quota
57

Customer Success Manager, Team CSM Resume Examples & Samples

  • Engaging in a 1:Many Customer Model
  • Client retention
  • Frequent interaction with clients including Directors, VPs, and C-level executives
  • Strategic consulting in online marketing and web analytics
  • Knowledge of digital marketing best practices and strategies
  • Experience delivering solution and service recommendations to meet client business objectives
  • Ability to analyze customer needs and meet those needs at scale
  • Expertise in a specific customer vertical (ex. Retail, FSI, Healthcare, Travel, EDU, M&E)
58

Customer Success Executive Resume Examples & Samples

  • Execute the Company’s Services sales strategies and achieve established quota by supporting Engagement Management new sales initiatives, closing business opportunities, and identifying additional opportunities within existing customers
  • Supporting the sale of Verint products
  • Responsible for selling Verint’s Engagement Management services by thoroughly assessing the customers’ needs and presenting appropriate services solutions
  • Owns his/her services portfolio and pipeline and is responsible for both prospecting and closing services opportunities into Verint’s top accounts
  • Manage and coach direct report Senior Delivery Leaders to ensure projects are delivering expected revenue, project margin, and customer references
  • Provide feedback and help drive improvements in service delivery
  • Own the services relationship and is responsible for understanding the customers’ business needs and direction in order to help them quantify and achieve their business objectives
  • Drive reference-ability through quality project delivery
  • Establish and maintain relationships with customer senior executives to ensure project value and customer expectations are being met
  • Maintain effective relationships with established customers and develop strategies to maximize services depth and revenue opportunities
  • Deliver services revenue bookings and revenue quota
  • Deliver project margin
  • Continuously develop and maintain Services pipeline
59

Customer Success Operations Manager Resume Examples & Samples

  • Pro-active, Logical reasoning ability, Problem solving and analytical mindset
  • Excellent written and spoken English & Hindi
  • Good written & spoken German
  • Ad Trafficking experience using Ad Servers: DFP, Traffic Hub, eyeonX
  • Deep knowledge on web based applications, web forms, web server/ ad server / Mozilla Firefox and how to work on different web based browsers
  • Global understanding of the programmatic market with a specialization in Germany and India
  • Extensive experience managing VIP publishers including training & UI demo
60

Head of Customer Success Global COE Resume Examples & Samples

  • Ensures that Global, Regional and business needs are
  • Master's degree or equivalent preferably in business informatics or economics
  • Software Development experience
  • 10+ years working in the software industry with a minimum of 3 years SaaS experience
  • Experience working in a software professional services organization
  • Very good analytical skills combined with the ability to condense and visualize results
  • Very good communication and presentation skills
  • Experience working in at least 2 different major global
  • Creative individual with strong customer relationship
  • Results-oriented and effectiveness in problem-solving
  • Ability to present complex information to customers and
61

Customer Success Leader for Americas Resume Examples & Samples

  • Set the overall vision and strategic Adopt and Expand plan for the Customer Success organization within the Americas
  • Ensure the strategy and direction is integrated with and aligned to Cisco and Regional sales business objectives and priorities
  • Build and scale an integrated Customer Success Adopt and Expand organization within region that could grow to over 100 employees
  • Represent the organization at the highest levels within Cisco and to prospective partners and customers
  • Drive increases in usage, health scores, and NPS leading to significant, double digit increases in renewal rates
  • Develop expand strategies that result in over $500M in qualified leads for the sales teams
  • Serve as the lead spokesperson and ambassador for Adopt and Expand within the Americas
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the Adopt and Expand team
  • Strategic thinker, self-driven
  • Exceptional hiring and talent development skills
  • Bachelor’s degree required, Master’s degree preferred
62

Customer Success Manager Saas Value Adoption Resume Examples & Samples

  • · Drive adoption of subscribed but not implemented SaaS solutions
  • · Achieve and exceed rescued revenue target and ensure customer retention
  • · Work with all levels of customer organization and proactively create and articulate Oracle Products and Solutions value proposition
  • · Develop and maintain working relationships with colleagues in the Customer Success team (Customer Success managers, Implementation Success Managers, Renewal Managers) to drive complete customer engagement and process improvements
  • · Devise compliant contractual options to enable client success
  • · Identify and qualify potential new accounts for new engagements – including but not limited to working closely with regional customer success, sales and pre-sales teams to identify new, major engagements to engage early in the customer lifecycle
  • · Record and report job related KPI’s
  • · Leverage required Oracle / partner / customer stakeholders to support the team in engagements
  • · Capture, document and share lessons learned from each engagement
  • · Help build and grow the Value Adoption team in EMEA
  • · 5+years of proven successful experience in Applications sales or business development
  • · Demonstrated business development experience working with diverse and matrix teams to scope and sell professional services and software solutions
  • · Solid understanding of Oracle’s SaaS portfolio
  • · Experience of, and willingness to, adapt to change
  • · Capable of building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales and marketing experts
  • · Participation in the process of selling software solutions to enterprise companies
  • · Good knowledge of the capabilities and network of partners in the region including requisite relationships
  • · Solid knowledge of Oracle’s SaaS product strategy and roadmap
  • · Excellent communications, interpersonal, sales and presentation skills
  • · Ability to travel as required by the role
  • · Previous experience in major systems integrator and/or an enterprise software company advantageous
  • · Bachelor’s degree or equivalent experience in computer science, business or related field (Master’s degree preferred)
63

Senior VP, Customer Success Resume Examples & Samples

  • Own and deliver against Geo metrics such as bookings, attrition, and adoption. (30%)
  • Ensure customer success and transformational impact through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers. (30%)
  • Focus on customer intimacy - deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities. Create evangelists by listening to customers closely and delighting them with our user experience and service. (20%)
  • Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices. (10%)
  • Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
  • Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success
  • Oversee the successful delivery of a portfolio of projects including proactively reviewing projects to ensure they are structured for success and meet defined quality standards
  • Ensure the services plan achieves revenue, utilization and margin commitments; Overachieve operational metrics in CSG scorecard
  • Leverage existing and past relationships to network appropriately
  • Manage and build a strong team for the region with a focus on making every customer in region as successful as possible, resulting in continued loyalty to Salesforce
  • Mentor and coach team members, hire and develop key talent, and manage performance
  • Hire world class talent and manage performance to ensure career growth opportunities
  • Assist in augmenting our service experts with a certified network of service providers
  • Ensure any red accounts are resolved quickly, leveraging resources from across the company as needed
  • A technical degree and MS or MBA
  • Broad-based business and technology professional with 10+ years of experience leading a Services or Product organization that delivers software based business solutions to Fortune 500 companies in the areas of Sales, Marketing, or Services and Support
  • Proven track record of developing, growing, and managing a consulting business
  • Manage the key consulting business metrics including revenue, utilization, and expenses
  • Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
  • Effectively build and establish relationships with partner consulting organizations to enable a go-to-market strategy
  • Deep relationships with executives across all industries in the APAC region
  • Demonstrated success in building a Service, Customer Engagement or Partner Engagement function
  • Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability
  • Proven track record working with Product Management to deliver customer functionality - in this case to drive adoption
  • Strong understanding of Cloud Computing and the business benefits; a former customer or Cloud Software executive is desirable
  • Proven experience building and running a business with the right operational skills
  • Steadfast nature and desire to grow a business
  • Excellent communication, presentation and negotiation skills
  • Analytical and negotiation skills, particularly at executive levels
  • Experience managing large projects and developing technical teams
  • Track record of successfully collaborating with sales teams
  • Must be open to 50% regional travel
64

Customer Success Portfolio Manager Resume Examples & Samples

  • Innovate the development of new enablement services that drive customer outcomes and success
  • Establish and maintain a strong relationship with the entire product line marketing teams including product managers, program managers and commercialization managers to ensure linkage to all phases of the product life cycle
  • Drive integration across the product lines so that services becomes a key component and consideration for all of Agilent’s product value propositions
  • Lead the strategic direction of the integrated services portfolio through active competitive and market analysis
  • Serve as the subject matter expert in all SSD & Lab Enterprise Division (LED) offerings to assigned product line and help SSD understand what service solutions are needed to properly support the product in targeted segments/markets
  • Represent SSD & LED strategy and portfolio to the assigned product line to determine what Services are needed to improve the customer experience ensuring a broad lens on both current and future service needs
  • Identify opportunities for new or modified service offerings to support strategic plans of the product lines and work with the SSD or LED product managers to bring those service products to market
  • Effectively communicate on a regular basis what the product line’s current and future plans (R&D efforts, product strategy, segments, customers) are with SSD product managers ensuring an understanding of market dynamics, messaging, marketing strategy, challenges of assigned product line
  • Advocate for SSD requirements throughout the product line Product Life Cycle process by attending all product line checkpoint and go-to-market meetings
  • Track, monitor and drive adoption of services by customer segment
  • Work with key stakeholders across the entire ecosystem to ensure alignment and implementation including key processes and documentation
  • Collaborate and implement commercialization plans in conjunction with the product lines to ensure services is a key component of the overall solution and provide integrated promotion plans
  • Ensure product line strategy and messaging is represented and translated and incorporated in to customer training messaging
  • Bachelor's degree (B.S.) in Chemistry or other Life Sciences field is preferred; will consider a candidate with an equivalent combination of experience and education or BA/BS in Marketing or other business area with related experience
  • Masters preferred (MBA or Masters in Life Sciences area)
  • 6+ years of experience
  • Previous marketing and product management experience preferred
  • Ability to travel approximately 10-25% of the time
  • Exceptional communication skills both written and verbal
  • Ability to manage through influence
  • Manage execution as a program leader
  • Demonstrated business acumen, results and leadership
  • Ability to work independently to plan, prioritize workload, schedule time, assess and solve problems
  • Must exhibit strategic thinking, teamwork, creativity, planning and organization, and flexibility
  • Experience in leading cross-functional project teams
  • Excellent verbal and written communication skills
  • Strong evidence of a customer orientation
65

Cdi-customer Success Engagement Specialist H Resume Examples & Samples

  • 18pt;">Master’s
  • Good understanding of Big Data, Saas as well as cloud and on premise software
  • Ability to work under pressure and under tight
  • Worked in large/complex
66

VP Global Customer Success Resume Examples & Samples

  • Manage and build a strong team for our entire customer base with a focus on making every customer as successful as possible, resulting in continued loyalty to KRVR
  • Build upon a high-performing customer success and engagement team that addresses KRVR’s entire installed base, including: top accounts, with a high-touch model; cost-effective mid-market accounts coverage and small business accounts, with low-touch model and low cost
  • Ensure that all customers within the territory derive maximum value from their investment in KRVR
  • Focus on customer intimacy – deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunities
  • Create virtual reality evangelists by listening to customers closely and delighting them with our user experience and service
  • Collect feedback to provide our R&D and innovation organisation with product enhancement and new use cases information
  • Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
  • Work with KRVR partners to deliver great quality of service to each customer
  • Work closely with the Sales organisations to develop and execute growth plans to drive growth and penetration
  • Manage operational components for renewals, customer satisfaction, support effectiveness and customer adoption metrics
  • Provide executive project oversight and client communication
  • Hire world-class talent and manage performance to ensure career growth opportunities
  • Embody KRVR values and provide exemplary leadership
67

Head of Customer Success Resume Examples & Samples

  • Four-year college degree in a technical discipline, engineering or applied mathematics preferred
  • 15+ years experience in a software development or IT or service organization
  • Advanced skills in managing data and generating reports
  • Advanced skills in process definition, measurement and improvement
  • Experience working in an Agile environment preferred
  • Experience working in a regulated, environment preferred
  • Strong understanding of modern customer care and success approaches
  • Executive experience leading a successful customer care/experience team in an enterprise software environment and in a B2B SaaS business model
  • Experience operating or directing contact/call centers preferred
  • Experience managing technical support organizations and technical account managers preferred
  • Ability to manage global distributed teams comprising multiple layers of management
  • Experience supporting a mission-critical business application or platform
  • Experience in healthcare or life sciences industries preferred
  • LI-RP
68

Associate Customer Success Manager for M&E Vertical Resume Examples & Samples

  • The Associates Customer Success Manager (Associate CSM) will assist Customer Success Managers in up-leveling the strategic partnership with Adobe’s largest Media & Entertainment clients. The Associate CSM will work with multiple CSMs in a client-facing role focusing on day-to-day coordination activities with the CSMs, internal Adobe teams and clients. The Associate CSM will report to the CSM Manager. Successful candidates are effective communicators, excel at client-facing verbal and written communications, organized individuals who can successfully prioritize multiple tasks and are adept at project management
  • Coordinate and schedule team and client meetings
  • Own security review process from start to finish
  • Assist with Invoice issues
  • Own escalation requests
  • Perform general triage of client requests / concerns
  • Assist in account planning
  • Assist with meeting notes and follow through
  • Assist with tactical portions of executive briefs and other event-driven briefs
  • Assist with meeting logistics including scheduling, food orders, speakers etc
  • Assist in account planning and partner with named CSM on account advancement strategy
  • Lead client calls with client teams comprised of users rather than decision makers
  • Understand client’s business objectives and how Adobe can drive success
  • Successfully navigate the Adobe org
69

Paas Customer Success Manager Resume Examples & Samples

  • Ensure speedy completion of provisioning and activation & effectively ‘on-board’ the customer and
  • Assume responsibility for PaaS/IaaS adoption and issues escalation
  • Performing rapid assessments of client’s internal technology landscape and targeting use cases and deployment targets based on PaaS/IaaS technology
  • Drive effective PaaS/IaaS 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/IaaS features and releases through product appreciation sessions and Webcasts
  • Operate and key conduit for knowledge transfer to install base
  • Identify replenishment /renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment/renewal
  • Driving high customer satisfaction
  • Develop reference accounts & customer advocates
  • Conduct quarterly business reviews with customer
  • 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
  • Demonstrated experience in selling, positioning and/or implementing one or more of Database, Middleware, Compute, Storage, Network, etc and other PaaS/IaaS services
  • 3-5 years of experience supporting all stages of the Cloud deployment lifecycle from development to integration and operations. With a core focus on Acquisition- Activation and ultimately Retention of the revenue stream
  • An understanding of application development and deployment concepts and tools that enable successful Public Cloud transformation and organizational acceptance
  • Excellent communication skills, including SR tracking, issue identification and triage as well as escalation protocols
  • Ability to travel, when required
  • Ability 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 & expertise on the following (DB, Application Development certified professional will be an edge)
70

Iaas Customer Success Manager / Specialist Resume Examples & Samples

  • This includes customer onboarding, architectural advisory, use cases selection and implementation support
  • Assume responsibility for Public Cloud IaaS adoption and issues escalation
  • Perform rapid assessments of clients internal technology landscape and targeting use cases and deployment targets for Public Cloud technology
  • Partner with internal Oracle stakeholders to align account activities with the customer's business case and strategy
  • 10 years+ experience within Data Center operational teams
  • Proven track record of proactive problem solving
  • Core hands on foundational skills based on middleware and database development
  • Excellent communication skills, external customer communication, but also internal communication, including SR tracking, issue identification and triage as well as escalation protocols
71

Iaas Customer Success Manager Middle East Region Resume Examples & Samples

  • This including customers onBoarding, architectural advisory, use cases selection and implementation support
  • Prepare and educate customers on new features / services
  • Experience in a customer-facing, role such as consultant, solutions engineer or hands on Customer Success Manager in the Cloud ecosystem
72

Director of Customer Success, Filemaker Resume Examples & Samples

  • Successful experience leading a SaaS customer success program including on-boarding, community, and self service help
  • Customer technical support experience managing global 3rd-party outsource centers, support processes, and customer support systems
  • Customer advocacy track record developing programs that delivered tangible product improvements based on customers’ needs
  • Expert people management skills: recruit, train, motivate, and retain top talent. Care about the team but demand performance. High integrity and ethics
  • Strong business management skills with good business judgement, ability to plan strategically, manage to budget, use metrics, forecast, and deliver results
  • Team player with the ability to build relationships with peers across the company and with partners and customers
  • Strong written and verbal communications skills
73

Virtual Customer Success Manager Resume Examples & Samples

  • Ensuring customer is maximising the use of all the functionality and features of the solution that was purchased and has relevance tied to business outcomes and embedded in business processes
  • Develop and execute Adoption plans leveraging structured framework with ongoing tracking and improvements of key metrics (includes adoption health scores) aligned with customer goals
  • Identifying cross sell and up sell opportunities within the assigned accounts and collaborating with the account team (includes submitting and tracking leads in SFDC) in growing revenue and improving Cisco wallet share
  • Excellent communication, consultative and presentation skills are essential and messaging solution alignment to customer outcomes
  • Value messaging, ROI analysis and sales skills driving strategic improvements for the customer and Cisco
  • Skilled in facilitation and influence of virtual, cross-functional teams with program management and service management experience
  • Industry certifications (eg ITIL, Prince, Cobit, Security) preferred
74

Saas Customer Success Manager Key Accounts Resume Examples & Samples

  • 7+ Years experience working in customer facing environments as a technology focused lead, spanning development, cloud operations, service delivery and project management
  • Strong technical understanding around cloud solutions, operating concepts and infrastructure (cloud, integration, lifecycle management etc)
  • Demonstrated ability to manage difficult situations (technical + interpersonal) routinely sought after to address extremely complex, critical customer issues
  • Strong track record in a customer facing operations or service delivery role
  • Ability to build relationships and manage senior level stakeholders effectively
  • Experience of working in large scale blue-chip customer environments
  • Entrepreneurial mindset being able to put yourself into the customers shoes and driving continuous improvement and optimization
  • Innovative, embracing the new and drive innovations jointly with the customer
  • Personally you will be service oriented, delivery focused and pragmatic in approach. You will have first class interpersonal skills and the ability to work closely with both technical teams and business focused stakeholders. You will be driven by challenging work and be looking to successfully accompany our most important customers in their cloud journey throughout their lifecycle
  • Leadership & strong influencing skills
  • Strong communication and objection handling skills
  • Must have a technical background with a wide range of technical skills and expertise
  • Demonstrated ability to manage difficult situations (technical + interpersonal) routinely sought-after to address extremely complex, critical customer issues
  • Provide leadership and expertise in extremely complex internal systems (including integrations), frequently operating at the leading edge of technology
  • Ability to recommend and justify major changes to existing internal systems
  • Proven ability to develop and cultivate lasting senior customer relationships on technical as well as business level
  • Prioritizes work based on input from cloud operations and development teams to drive solutions that meet business needs and optimize operations
  • Program/Project management background
  • Entrepreneurial mindset and commercially savvy
  • Innovative, driving new ideas and continuous improvement
75

Enterprise Customer Success Leader Resume Examples & Samples

  • Develops strong relationships with customer contacts at executive level to gain insight into the business imperatives and IT drivers enabling development of a strategy to sell Symantec solutions
  • Focuses on the strategic nature of the relationship and builds long term value for the client and sustainable success for Symantec
  • Interfaces with Senior Management inside Symantec to help set strategy and participates in varied roles to support internal business development
  • Drives quarterly business reviews with customer to ensure value from Symantec investment
  • Develops strategies and orchestrates company resources to maximize sales volume within assigned accounts
  • Identifies and qualifies opportunities, developing and executing the sales process
  • Builds and qualifies pipeline opportunities
  • Responsible for meeting assigned Sales Quota
  • Provide accurate forecasts and reports on activity and sales performance as and when required by management
  • Ensure completion and utilization of whitespace
  • Security solution selling industry experience
  • Demonstrates strong sales skills and high level of technical and business acumen in both our industry and the UK Public Sector
  • Preferably SC or DV security cleared
76

Customer Success Manager, CX Resume Examples & Samples

  • Demonstrated capability to build and maintain strong relationships with a diverse set of internal and external business owners and stakeholders across all organisational levels
  • Confident and assertive
  • Positive disposition
  • Specific industry experience is desired but no essential
77

Principal Customer Success Manager Resume Examples & Samples

  • Own the playbook and strategy for the CSM New Hire Bootcamp and mentor program in APAC
  • Have a track record of being able to GSD
  • Have experience working with and supporting new hires
  • Demonstrate strong feedback delivery and expectation setting skills
  • Demonstrate strong communication skills
  • Be able to perform these task whilst still managing a full CSM funnel
78

Customer Success Executive Resume Examples & Samples

  • Previous data sales or customer success experience for a software/ service/ workflow solution is preferred
  • Any previous experience in property sector is advantageous
  • Confident, personable and comfortable speaking at senior level
  • Able to meet deadlines and perform under pressure
  • Negotiation and influencing skills
  • People orientated, excellent listening and communication skills
  • Estates Gazette team of the Quarter- Q2 2016 & Q2 RBI Global Brilliance
79

DMP Customer Success Manager Resume Examples & Samples

  • Working with clients on their adoption of the DMP
  • Be able to understand a Client's Digital Marketing challenges and objectives
  • Creating a strategy/success plan for 3/6/9/12 months of DMP roll out with the aim of driving increased usage
  • Training of the DMP
  • Understand all available functionality of the DMP and benefits of the activation channels (Search, Display, Social, Video, Attribution, Analytics etc)
  • Provide best practices on managing 1st party data, tags, and taxonomy
  • Advise on audiences and campaigns using audience analytics tools
  • Provide campaign optimisation strategies
  • Liaise with Oracle’s Customer Success and provide recommendations and roadmap
  • Offer strategic and tactical guidance on how to get the most out of the platform and integrations across geo regions/business divisions
  • Advise on 2nd party data relationships and requirements
  • On-boarding customers to the OMC and establishing customer relationships
  • Welcoming all new customers and educating them on OMC resources
  • Communicating the OMC vision and product roadmap
  • BA / BS in a related marketing degree
  • Strong experience within the Ad-Tech industry (Ad Tech” includes but not limited to areas of expertise in buying and selling digital advertisements using demand-side platforms, data management platforms, and ad networks and exchanges that publishers use to sell their ad space
  • Strong experience in related technical support or account management experience
  • Solid technical know-how of SQL, HTML, JavaScript, CSS and other current standards and web development techniques required
  • Skilled at relationship management
  • Excellent speaking and presentation skills
  • Strong strategic and analytical thinking skills
  • Experience working with cross-functional, enterprise-wide teams and collaborating on win-win solutions
  • Demonstrated resourcefulness, motivation, and initiative
  • Extremely high energy and stamina to perform consistently and at a high level in a very demanding environment
80

OU Namer Customer Success Team Leader Resume Examples & Samples

  • Responsible for identifying all customer interactions up sell opportunities, providing the best solutions to fit the customers’ needs and performing all the necessary follow-up actions to transform the opportunities into revenue
  • Responsible for identifying and transferring complex customer enquiries to designated departments for further investigation according to the procedure in place, but still having ownership over the enquiry and making sure a resolution is in place in due time
  • Providing customers with accurate and consistent information on OU education offerings, the availability of products, information related to the end to end process
  • Managing all customer courses demand by contacting the customers in maximum 24-48 hours, providing the best solution fitting their needs and convincing them to acquire the OU course/product by making a firm booking
  • Basic understanding and continuous study of the Oracle Technology and Oracle University trainings and tools
  • Developing, extending and maintaining relationships with the appropriate departments within Oracle
  • Demonstrating a positive attitude, professionalism, initiative and flexibility in performing daily job functions and always portraying a professional and positive image to the customer
  • Flexibility for working in shifts and adapting to the country/ region’s working hour interval if required in order to provide customer support and contribute to the achievement of the business revenue recognition KPIs around quarter and year end
  • Foreign Languages – Excellent oral and written English skills plus one of the following: Italian, French, German, Spanish, Arabic, Chinese, Korean, Portuguese
  • Proficient in using Windows, MS Office, e-mail and Internet
  • Experience in using Oracle applications – preferred
  • Previous Sales experience or sales related – customer frontline – at least 1-2 years preferred
  • Previous experience preferably in an IT or Education environment
  • Experience in using online applications for administrative/ operational processes (previous usage of Oracle tools preferred)
  • Knowledge of IT education market is advantageous
81

Customer Success Director Resume Examples & Samples

  • Providing leadership to the customer in their journey with Salesforce. Working within an account team matrix and the customers' C-level stakeholders to achieve their vision by evangelizing the capabilities of Salesforce.com across all relevant business domains
  • Coaching customers to ensure they are leveraging all available Salesforce assets, including Salesforce Success Resources
  • Building trusted executive relationships from the C-Level down in order to achieve successful execution of the customer's Blueprint
  • Developing a comprehensive understanding of the typical business challenges faced by customers and their common objectives to appropriately map Salesforce features and associated business benefits to their needs
  • Identifying risks to achieving the customer's stated business goals and working with the customer and Salesforce resources to build a risk mitigation plan
  • Developing and maintaining long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and Salesforce
  • Delivering successful customers to the contract renewal cycle and, where necessary, supporting the renewals process to minimize customer attrition
  • Ability to prioritize, multi-task, and perform effectively under pressure in a complex multi-customer portfolio
  • Credible and effective C-level advisor and coach, especially around strategy and change management (cultural, technical and business)
  • Consulting Experience
  • Broad experience with IT Governance and Services management
  • 10+ years industry experience (e.g. Telco, FinServ, Government)
  • OR 5+ years experience in one industry with further experience in a second industry
  • BA/BS degree. MBA or similar highly regarded
82

Customer Success Leader Resume Examples & Samples

  • Manage the Service Administration and Service Coordinator teams in APAC
  • Manage and resolve escalations so that only strategic issues are escalated to
  • Partner with Client Development, Marketing, Enablement leadership in APAC to
  • Responsible for hiring, terminations, performance appraisals, career development,
  • Be aware of, and comply with, all corporate polices
  • Four-year degree
  • Minimum of ten years of experience working directly with corporate clients
  • Excellent organization and planning capabilities
  • Successful experience working directly with internal/external clients and partners
83

Amazon Business, Customer Success Manager Resume Examples & Samples

  • Develop solutions to help customers adopt complex business features
  • Drive and accelerate spend adoption through advising customers on best practices for using Amazon Business solutions
  • Work closely with sales team to provide status updates and insights learned during deployment
  • Manage RFP/RFQ process and help sales team position Amazon Business for success with their customers
  • Focus on automating as many service needs for customers and work with Product Management and Technical teams to develop solutions that will increase solution adoption
  • Meet or exceed targets for customer and/or feature spend adoption
  • Work closely with marketing, merchandising, business development, customer service and other key internal Amazon stakeholders
  • 5+ years services delivery experience, B2B industry preferred
  • Ability to converse with senior customer stakeholders
  • Excellent communications skills with the ability to manage challenging conversations in a professional manner
  • Knowledge of procurement and source to pay processes and solutions
  • Active listener and effective communicator
  • Expert use of MS Office Suite, CRMs (e.g. Salesforce.com) and other systems
84

Customer Success Resume Examples & Samples

  • Manage strategic SMB campaigns to ensure that budgets are fulfilled and optimize based on performance requirements
  • Provide consultative and strategic marketing guidance for SMB customers
  • Identify opportunities to for incremental campaign performance, focusing on revenue growth and retention
  • Build consistent book of business reporting for management
  • Collaborate with our Customer Delight, Finance, Growth and Product teams to drive innovation in our business
  • Develop processes to scale our business and lend a hand wherever needed
  • Proactive identification of process improvements
  • 1-2 years of experience in online advertising
  • Passion for helping people
  • Web/tech savvy a must
  • Knowledge of the latest trends associated with online marketing
  • Hankering for problem-solving
  • Very strong written and verbal communication skills
  • The ability to think and react quickly
  • Deadline oriented
  • Competitive salary and commission
  • Private Health Insurance
  • Superannuation
  • Wellness allowance
  • Continuous training and career development
  • More than regular social events & lots of swag
  • Fantastic work hard / have fun environment
  • Opportunity to win the coveted Golden Kangaroo
85

Senior Customer Success Enablement Manager Resume Examples & Samples

  • Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps maintaining open lines of communication, and connecting customers to the appropriate internal resources
  • Advocate customer needs/issues cross- departmentally and program manage account escalations
  • Bachelor’s Degree from an accredited university or college or equivalent knowledge or experience
  • Strong experience in software or industrial technical operations
  • Significant experience in a direct customer facing role
  • EU Work Permit if hired in EU
  • Valid Work Permit for Switzerland if hired in Switzerland
  • MBA or equivalent knowledge or experience or similar a plus
86

Csm-customer Success Manager Resume Examples & Samples

  • Owns deployment and client acceptance of enterprise Products and Services, or system integration project or engagement
  • Typically uses more project management skills than technical skills
  • Organizes the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints
87

Lead Customer Success Enablement Manager Resume Examples & Samples

  • Establish critical goals, or other key customer performance indicators, and follow disciplined playbook planning, proactive health monitoring and regular risk troubleshooting for assigned customers
  • Bachelor’s Degree from an accredited university or college
  • At least 5 years of experience in software or industrial technical operations
  • Familiarity or past experience with customer success team
  • Proven ability to influence through persuasion, negotiation, and consensus building
88

HCM Customer Success Manager Resume Examples & Samples

  • Define and document the clients’ business objectives and definition of success (ROI). Gather baseline metrics and work with client to calculate and demonstrate success with the Oracle ERP SaaS solution and other SaaS solutions
  • Partner with the rest of the account team to develop successful account strategies and plans that will 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 implement
  • Gather client 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
  • Deliver regular business and operational reviews to senior executives & key business stakeholders
  • Provide best practices and recommendations on platform utilisation
  • 8+ years experience implementing or working with HCM applications and/or providing strategic advisory/account management services
  • Experience with cloud-based/SaaS solution offerings- preferably in the area of HR/HCM solutions
  • Strong Analytical and report interpretation capabilities
  • Ability to create and sell business cases to internal and client audiences
  • Excellent organisation, project management, time management, and communication skills
  • Team player who will work within the company to continue improving the way Oracle serves its clients
  • Ability to travel up to 60% of the time
  • ACCA or CIMA not essential but preferred
89

Customer Success Executive Resume Examples & Samples

  • Knowledge of the finance sector
  • Proven experience in a client facing and customer service environment Previous experience in conducting training through a variety of methods
  • Good levels of IT literacy
90

Customer Success Lead Resume Examples & Samples

  • Supervise, monitor and manage the day-to-day functional activities of the Customer Support staff to ensure execution against department objectives
  • Own, foster and grow the post-sales/post-implementation customer relationships with assigned customer account(s) within the Support organization
  • Proactively monitor and engage customers to deflect escalations, and should escalations arise, play a key role in driving them to successful resolutions
  • Knowledge of Logistics, MRO, military supply and maintenance background and understanding of those concepts
  • Conducts one on one meetings to drive performance execution
  • Demonstrate the capacity to work across internal technical/development teams, when appropriate, to drive customer issues to resolution
  • Demonstrate a successful track record of providing support to customers by reproducing and resolving functional and technical issues in a timely, efficient and friendly manner, and in some cases, issues that may be in an escalated state
  • Document all customer-reported concerns in the ticket tracking system, including the nature of the enquiry, and the resolution recommended
  • Perform duties of a customer support professional within the Customer Support team to deliver results that delight customers and ensure customer loyalty and retention
  • Create and document knowledge gained from every customer interaction to contribute to knowledge growth and expansion
  • Working with Military and Government as well as Commercial customers
  • Adhere to company policies and procedures regarding customer handling processes, service entitlement verification and problem escalation
  • Maintain an electronic record of technical information to research possible solutions to customer-reported problems
  • Be a team player and add to the knowledge and experience of the Customer Support Team
  • Develops and manages additional service recommendations to resolve production issues on deployed software
  • Drive resolution of programmatic and technical problems that would affect cost, schedule and performance
  • Prepares communications and presentation material for dissemination to customers on specific company products
  • Demonstrate a strong mastery of the English language
  • Multi-task, prioritize and organize all tasks assigned
  • Perform special projects and duties as assigned
91

Analytic Customer Success Manager Resume Examples & Samples

  • Maintain an expert-level understanding of the operation of Advanced Analytics and how customers can leverage our application
  • Proactively meeting with customers and provide consultative service
  • Management of customers service cases
  • Ongoing self training and continued education of Advanced Analytics
  • Ensures customers are satisfied with the data
  • Works cross functionally across departments
  • Ability to clearly articulate ideas and concepts both in written form and orally
  • Excellent customer/vendor relationship skills
  • Work well in team environment
92

VP of Customer Success Resume Examples & Samples

  • Develop key business partnerships
  • Monitor revenue to meet sales goals
  • Prepare and adhere to approved department budgets
  • Establish policies and procedures
  • Manage assigned personnel
  • Develop department metrics
  • Insure level of service to clients
  • Manage third party marketing consultants
  • Strategy - Has a track record of leading based on understanding of
93

Customer Success Manger, Global Accounts Resume Examples & Samples

  • Provide expertise on our global payment processing, fraud management and payment security technologies and advise on key features and functionality allowing the customer to execute their strategies
  • 14+ 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
  • Experience based “Issue Resolution” skills that facilitate dialogue across all levels of a business including the c-suite
  • Strong individual contributor who desired results based performance
  • Bilingual skills in French or Spanish (written/verbal) would be advantageous
  • An ability to travel up to 40% (as required)
94

Head of Customer Success, Product Labs Resume Examples & Samples

  • Day-to-day management of 3rd party team of customer success associates, including the hiring, on-boarding, training and scheduling of all team members
  • Detail, document, and communicate scalable customer service Standard Operating Procedures (SOPs), voice and related training materials for customer support team
  • Track and analyze Key Performance Indicators (KPIs) to measure customer satisfaction and service team performance
  • Manage customer success management platform and ensure systems infrastructure supports the needs of all Product Lab channels
  • Ensure customer feedback is incorporated across business functions by defining, producing and managing weekly reporting of customer service analytics
  • Drive revenue through cross-selling and up-selling opportunities
95

DMP Customer Success Manager Resume Examples & Samples

  • Guiding customer success through a thorough understanding of customers’ marketing maturity, business priorities, and success metrics
  • Leading account planning processes
  • Managing account remediation
  • Preparing for account reviews and Quarterly Business Reviews Managing upsell and cross-sell opportunities
  • Driving expansion opportunities
  • Delivering core product demos and best practice guidance
  • Writing renewal plans and leading the renewal strategy
  • Negotiating contracts and pricing
  • Advocating for product enhancements on behalf of customers
  • Establishing a reputation as a marketing thought leader by publishing thought leadership content and speaking at events
96

Customer Success Senior Director Resume Examples & Samples

  • Ensure EMEA customers are leveraging all available Salesforce Success resources such as Success Managers, Success Specialists, Help & Training, Communities, User Groups, webinars etc
  • Orchestrate other Success Services such Program Architects, Strategic Services, Accelerators, etc
  • Develop and nurture long-term relationships with executive stakeholders in EMEA by networking between customers, partners, and salesforce.org
  • Contribute thought leadership and best practice, both internally and externally, around governance and business transformation
  • Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement information
  • Manage operational components for renewals, customer satisfaction, premier support engagement, partner engagements and customer adoption metrics
  • Bachelor's Degree with MS or MBA preferred
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
  • Knowledge of Salesforce product and platform features, capabilities and best use
  • Experience in nonprofit or higher education sectors
  • The following Salesforce.com certifications will need to be obtained within 90 days of hire
97

Capterra, Customer Success Resume Examples & Samples

  • Intellectually Curious – The road to a successful campaign is often littered with a diverse set of vendor issues that must be overcome. It requires a strong intellectual curiosity, a thirst for knowledge, and a very strong work ethic
  • A Great Communicator – Are you able to challenge people with great questions? Whether you are communicating with someone over the phone or through email, you should excel at communicating in a persuasive and professional tone
  • Helpful – Do you love helping people? Will you go out of your way to do it? A great Marketing Advisor at Capterra is a great helper
  • Extremely Well Organized and Efficient – You'll be having conversations with up to dozens of people every day, some of which will be initial outreach, while some will be following up on past conversations
98

Director, BB Customer Success Resume Examples & Samples

  • Provide overall thought leadership that will drive B2B subscription retention and upsells
  • Develop and execute customer support and management strategies and tactics to meet and exceed expectations in subscription retention and average revenue per account
  • Keep a close pulse on the B2B clients, by proactively seeking and measuring their sentiment and partnering with the Audience Insights group. Regularly communicate learnings and take-aways to the broader B2B team and senior management
  • Ensure best-in-class support for B2B clients, including effectively managing usage communication, access activation, billing, onboarding, product changes, and issue resolution
  • Thoroughly understand the NYT B2B offerings and other NYT digital and print products, and actively keep abreast of business and technical developments that impact them
  • Ensure optimal utilization and integration of the various tools and systems that are critical to B2B operations, including Salesforce, CIS, Sugar, AS400, Pardot, and internal usage reporting portals
  • Collaborate closely with Managing Director of Acquisition and his/her team to ensure sharing of best practices across acquisition and retention
  • 8-10 years in customer experience, consumer/B2B marketing, and or subscription management, including at least 5 years working in the media business
  • Substantial experience managing a customer care organization (incl. a call center)
  • Top-notch client management skills
  • Strong proficiency in Salesforce, Pardot and/or other CRM tools
  • Organized and self-motivated, with exceptional attention to detail
  • Passionate about the New York Times brand, our content, and our mission
  • Excellent communication skills, including top-notch writing and presentation skills. Must be able to communicate effectively with all levels of the organization
  • Strong analytical and critical thinking skills, especially in business modeling and analytics, with the ability to leverage insights to draw sound conclusions and recommendations
  • Ability to excel in an environment where flexibility, creativity and fast execution are required
  • Proven ability to implement and drive change, and to motivate cross-functional work with teams toward project goals
  • Experience managing a sizeable team and a track record of developing talent
99

Jira, Customer Success Manager Resume Examples & Samples

  • Experience rolling out JIRA to users and transforming their processes
  • Experience shaping customer goals and helping them achieve those goals with a software product
  • Previous experience helping an organisation adopt JIRA
100

Customer Success Analyst Resume Examples & Samples

  • Work directly with customers, account teams and cross-functional organizations to guide customers through their journey, ensuring a smooth and positive experience
  • Coordinate cross-functional processes to deliver customer needs
  • Build programs to improve the customer experience and efficiencies for day-to-day operations
  • Build programs that can promote customer adoption
  • Detect early signals of at-risk renewals and design a playbook to address the risk
  • Track, analyze and report customer results and forecasts
  • Bachelor’s degree in a technical discipline
  • 10+ years of experience in an enterprise level customer-facing role
  • 2+ years of Teradata experience
  • Passion to make customers happy throughout their journey
  • Excellent written and communications skills
  • 5+ years of Teradata experience
101

Boomi Customer Success Manager Resume Examples & Samples

  • Actively manage a set of assigned customers based on geography/industry focused on success lifecycle
  • Develop, monitor and engage with the customer based on the customer’s success plan and Dell Boomi and customer defined metrics
  • Identify & Manage risks in customer subscription renewal adoption opportunities
  • Lead continuous process improvement and efficiency in the Customer Success Methodology
  • Develop a partnership with the customer and gain an in-depth understanding of the customer adoption plans, scope and approach of their adoption and impact on overall success metrics
  • Collaborate cross-functionally with other teams (Professional Services, Support) for successful customer deployment
  • Quickly familiarize with Dell Boomi products to help articulate their requirements (enhancements, fixes) internally and present the overall impact (technical, commercial)
102

Fusion Customer Success Manager Resume Examples & Samples

  • Utilize technology and video as a means to illustrate a story
  • Develop onboarding and learning materials such as: sample files, videos and instructor PowerPoint presentations
  • Incorporate social media activities into your daily life, imparting your own personality & industry expertise into short quick tips
  • Engage in product / service alpha and beta releases to gain early insights into upcoming software releases, understand the impact it may have on your learning paths and plan updates accordingly
  • Develop and maintain relationships with other technical professionals at Autodesk such as Technical Marketers, Application Engineers, Solutions Engineers, and other Customer Success Engineers
103

Customer Success Manager Intern Dublin Resume Examples & Samples

  • Manage data clean-up project(s) to ensure high integrity and accuracy across systems
  • Use multiple sources to confirm and update both company and contact data in CRM tool
  • Track and manage customers using salesforce
  • Outreach initiatives to SMB users of Tenable’s flagship products
  • Build campaigns
  • Provide account management to an existing territory
  • Conduct one-on-one and group sales presentations
  • Plan & Strategize marketing activities with the Marketing and Channel teams for the end users and channels
104

Customer Success Intern Resume Examples & Samples

  • Assist with organizing customer and PS partner data for monthly leadership readout meetings
  • Conduct research from available Technology Services Industry Association (TSIA) member companies to help shape future service delivery options based on current pace setter company practices
  • Assist with the deployment of targeted aspects of Gigamon’s upcoming customer success lifecycle software tools
  • Assist in developing customer facing collateral (meeting agendas, call summaries, and more)
  • Strong interest in Customer Success and project management
  • Possess excellent listening and interaction skills
  • Strong communication and presentation skills in verbal and written English
  • Must be willing to learn new skills, be a team player
  • Ability to organize and prioritize responsibilities effectively in order to meet deadlines
105

Customer Success Director Resume Examples & Samples

  • Work with the Customer Success Team to define, achieve and exceed quarterly revenue goals
  • Work within a Regional and Global organisation structure, deploying resources to achieve business objectives
  • Ensure best in class customer service and account management. Identify process and operational efficiencies to drive increased customer satisfaction
  • Establish relationships with local, regional and global Publishers to support a healthy and growing PubMatic ecosystem in APAC
  • Guide the account management team to deliver service excellence and consultative support for publisher strategy
  • Track and analyse performance for regional book of business to ensure all accounts are exceeding sales plans
  • Use critical thinking and analysis to discover growth opportunities and to resolve business obstacles
  • Maintain a deep understanding of all PubMatic products and roadmap for the purposes of upselling existing clients
  • Collaborate with cross-functional teams and team leaders to inform product alignment for account growth
  • Partner with Ad Solutions team to drive successful pairing of media buyer campaigns to publisher inventory
  • Extensive experience in online advertising and specifically display advertising
  • People management experience with proven success in team building skills
  • Strong oral and written communication skills; ability to communicate effectively to a Director and C-level audience
106

Virtual Customer Success Manager, Team Lead Resume Examples & Samples

  • Executive level communication and presentation skills
  • Accustomed to working effectively within all levels of an organization, both internally and externally
  • Ability to align Cisco Services and Software with a customer at a business level
  • Skilled in leadership and influence of virtual, cross-functional teams
  • Skilled at escalation and issue management and managing customer expectations
  • Education or equivalent experience: 4 year higher education degree; customer service, hospitality experience
  • Industry certifications a plus e.g. ITIL (Intermediate/Expert level preferred), Security, XaaS, Customer Success, etc
107

Customer Success Manager Limited Engagement Resume Examples & Samples

  • Customer relationship management
  • Presenting to customers
  • Facilitating customer adoption of Adobe products
  • Cultivation of future projects
  • Qualification of new opportunities
  • Frequent interaction with customers, from executives to end-users
108

Customer Success Operations Resume Examples & Samples

  • Provide operational support to all EMEA Customer success teams
  • Be the go to resource for Box’s European team to improve how the following systems are leveraged, including
  • Strong  relevant business experience
  • Data analysis experience, particularly SQL/ Tableau experience
  • Project management skills and strong functional requirements gathering skills
  • Experience with CRM, customer support, data analytics, and/or project management software
  • Knowledge of another European language (French, German, Spanish, or other)
109

Field Customer Success Manager Resume Examples & Samples

  • Manage all post-sales activity for Box’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Ensure that a plan is in place with each customer for deployment, change management and adoption programs
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture
  • Function as the voice of the customer and provide internal feedback on how Box can better serve our business and enterprise customers
  • Fluency in Dutch, German, Spanish or Italian is required
  • Strong prior account management / Customer Success experience
  • Strong communication skills and technical aptitude
  • Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
110

Customer Success Executive Resume Examples & Samples

  • To develop strong and lasting business relationships with assigned clients at all levels within the organization. This is crucial in guiding our clients, as a trusted advisor, on their social journey
  • To oversee the initial launch and own the ongoing adoption and renewal of Hootsuite Enterprise and other Hootsuite products across multiple teams within the organization, and in conjunction with multiple client stakeholders
  • You will actively manage the customer relationship to a positive outcome, and maximize the lifetime value of each assigned client by helping clients fully realize the economic value of Hootsuite’s range of products
  • To develop a deep understanding of client’s industry trends, best practices and business goals, with a focus on how social media drives business value and ROI
  • To creates and deliver quarterly business reviews (QBRs) at all levels of the organization both internally and externally to Hootsuite
  • To identify potential risk, upsell opportunities, and work with internal and external stakeholders to present solutions to the business challenges brought to Hootsuite
  • To attend, present and provide leadership at key industry events including tradeshows, conferences, and VIP roundtables
  • Up to 25% travel may be required within region
111

Inside Customer Success Manager Resume Examples & Samples

  • Manage customer success activities such as onboarding and training to existing clients across specified product portfolios
  • Increase renewal rates by renewing existing business and growing the dollar value of current accounts
  • Achieve and exceed revenue retention goals for assigned accounts
  • Influence future value through higher product adoption, customer satisfaction and overall health scores
  • Identify and facilitate up-sell and cross-sell opportunities to drive new business growth
  • Articulate to current customers the ongoing value proposition of every CQ Roll Call product
  • Provide accurate renewal forecasts/reports to management
  • Bachelors’ degree or equivalent experience
  • A minimum of 2 years of experience in sales, account management or a related field
  • Demonstrated ability to achieve and exceed retention goals
  • Strong interpersonal skills, computer skills and communication skills (written and verbal)
  • Self-motivation with excellent organizational and follow-up skills
  • Comfort with performance-oriented compensation plan
  • Ability to work independently or as part of team, depending on the situation
112

Mobile Engagement Customer Success Manager Resume Examples & Samples

  • Be responsible for customers who have purchased the Mobile Engagement products with a focus on increasing adoption, ensuring retention, and satisfaction
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of Mobile Engagement products and services
  • Develop, prepare, and nurture customers for advocacy
  • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Advocate customer needs/issues cross-departmentally
  • Strong team player but still a self-starter
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
113

Customer Success Director Resume Examples & Samples

  • As the Customer Success Director, you own ultimate responsibility for the customer’s renewal and for our upsell success working closely with the Account General Manager. 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
  • 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, Visualizer and our upcoming Testing Framework
  • Play a fundamental part in helping your customers establish and manage and help them create a Mobile Centre of Excellence, if one does not exist Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan
  • Identify a close for an upcoming renewal or an upcoming upsell partnering with your Account General Manager
  • Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and Kony
  • Contribute thought leadership and best practice, both internally and externally, around mobile business transformation
  • BS degree (or equivalent; MBA or advanced degree preferred)
  • Minimum 6 years relevant work experience
  • Ability to communicate Kony product and platform features and capabilities
  • Deep Mobile or IT experience and knowledge of mobile competitive landscape and technical ecosystem is preferred
114

Customer Success Account Executive Resume Examples & Samples

  • Develop and maintain relationships with existing customers by providing guidance, assistance and necessary education to promote the value and benefits of our Solutions to enable business success
  • Achieve and exceed agreed Optimisation targets monthly and quarterly on customer satisfaction, conversion and renewal
  • Stay curious and current on product trainings and new offerings as well as latest value proposition
115

VP Customer Success Resume Examples & Samples

  • The VP Customer Success is a role with direct accountability for driving success into long-term relationships of the Installed P&L, along with ensuring very high retention rates and customer loyalty scores
  • The VP has direct responsibility for identifying revenue protection and expansion opportunities and providing ongoing account management for existing customers. This responsibility includes developing and implementing the account segmentation strategy, method and metrics for understanding the scope and health of customer relationships, multi-year account planning and relationship management of major accounts, orchestration of executive level relationship management with customers and ACI senior/executive leadership and account get-to-green planning
  • The VP will establish a growth and performance-based culture, infusing the appropriate level of process and prioritization to drive team results, while ultimately championing and driving the success of our customers
  • The VP has indirect responsibility to expand revenue from cross-sell and up-sell through a lead generation process leveraging insights from the account monitoring. Additionally, the VP has indirect responsibility for continuous improvement across functions that directly impact the customer experience of customers in the Installed P&L
  • Enforce, Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security
  • Account segmentation & customer lifecycle management including; Defining segmentation of customer base, understanding and refining ACI’s view of the customer journey, standardizing reporting and customer journey processes
  • Implement and manage a consistent approach for major account planning and relationship management. Ensure these account plans are robust and tested. Systematically identify and measure growth and expansion opportunities
  • Expand Relationships through effective Lead Generation by expanding revenue in accounts through cross-sell and up-sell opportunities. Communicating proactively with differing organizations, surfacing opportunities and/or issues
  • Define and measure effectiveness of customer success by establishing and tracking operational metrics. Establish regular cadence for review within working team and ensuring communications of metrics to the Executive Leadership Team, ACI as a whole, and Board of Directors
  • Lead and Manage the Customer Success Team, ensuring to foster collaboration within the team and across the customer lifecycle
  • Work to inspire customer success across ACI by establishing a customer success story. Align with marketing, product development, sales, finance, the Executive Team, and Technology to ensure effectiveness with a focus on customer retention. Assist the Installed P&L and sub ordinate P&L’s in defining the ideal customer
  • Travel as necessary
116

Customer Success Senior Director Resume Examples & Samples

  • Lead the AMER Customer Success team Coach customers to ensure customers they are leveraging all available Salesforce Success Services resources such as Success Managers, Success Specialists, Help & Training, Communities, User Groups, webinars etc
  • Experience in nonprofit or higher education enterprise architecturesectors
  • The following Salesforce.com certifications are will need to be obtained within 90 days of hire
117

VP, Customer Success Resume Examples & Samples

  • Develop team member careers effectively so that junior team members become equipped to advance
  • Identify any performance challenges within your team and strategize training or develop goals to ensure the firm can provide the necessary tools and opportunity to succeed
  • Manage “upwards” to involve C-level staff and sales teams at appropriate points throughout a project to troubleshoot, help over service customers, and effectively run the team
  • Own key firm-building activities / efforts: the further advancement of Marketing Evolution as a market leader and great company depends on the contribution of all its team members. We expect individuals at all levels of the organization to help define and participate in these efforts. Once assigned, VPs will work with their teams to execute against areas of focus
118

VP, Customer Success India Resume Examples & Samples

  • Provide senior leadership & direction, both strategic and tactical, for CSG functions in India
  • Manage and build strong teams for global and local delivery, with a focus on making every customer successful
  • Manage and deliver metrics related to all multiple customer success functions including productivity, capacity and expenses
  • Ensure achievement of operational metrics in CSG scorecard
  • Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
  • Work closely with global community leaders to ensure that local enablement needs are clearly understood and part of our broader enablement plans
  • Ability to evaluate and develop the existing teams and reshape it as necessary while mentoring and inspiring the team
  • Broad-based business and technology professional with 20+ years of experience leading a Services, Support or Product organization that delivers software based business solutions to Fortune 500 companies in the areas of Sales, Marketing, Services or Support
  • Proven track record of developing, growing, and managing a large multi-functional team
  • Capable of dealing confidently and professionally at executive level internally and at customers
  • Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
  • Demonstrated success in building a Support, Customer Engagement or Partner Engagement function
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • Passion for technology and innovation
  • Proven experience building and running a business
  • Excellent analytical, communication, presentation and negotiation skills
  • Strong understanding of business processes and their implementation into enterprise applications
  • Experience managing large organizations and developing technical teams
  • Track record of successfully collaborating with multi-functional leaders
  • Based in Hyderabad, India
119

VP MSS Customer Success Resume Examples & Samples

  • Business Operations & Financial Analysis – Ensure that MSS has the key performance metrics to measure and react across the business and through the portfolio of offerings
  • Service & Technical Delivery Management – Own the client experience E2E, produce client satisfaction metrics and be MSS’ representative for the corporate wide Client Satisfaction Program
  • Increase renewal rates and reduce churn/cancellations - Tactically and strategically support the Service Delivery Team in short term client issues, long term client satisfaction issues, measure client happiness/loyalty through improving contract renewals and reducing client cancellations
  • Establish quality control procedures to ensure that all products/services moved into production, and any enhancements developed, have minimal or zero defects that could impact client delivery
  • Define segmentation of customer base and varying strategies - Work with Marketing to define client profiles by offerings, align services (new and existing) to profiles and create targeted actions for sales teams
  • Define and Optimize Customer Lifecycle - Map the customer journey, develop listening points in journey (e.g., usage, satisfaction, etc.), standardize interventions for each point in the journey
  • Employer of Choice – Happy Employees = Happy Clients – Work with peers and leaders in MSS to create workplace experience programs that enhance an associates work/life balance, experience, and career development
  • Drive Customer Success Outcomes - Understand the business problem the customer is trying to solve and ensure Optiv MSS solves the customer actual problem; whether it is administrative or technical
  • Enhance Effectiveness and Efficiency Through Technology - Be nimble with tools and solutions for modern technology companies and SaaS services
  • Communicate with Technical and Non-Technical customers around security - Understand security concepts and solutions to a deep enough level to communicate in a practical way with stakeholders and customers of various levels of security experience
  • Service Delivery Management
  • Business & Financial Operations
  • Client/Employee Satisfaction
  • Quality Control
  • 10+ years experience in leading customer-facing (internal or external) organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Firm belief that employee experience is critical to the success of our client’s experience
  • Deep understanding of security concepts and solutions. Experience as a CISO or senior security leader a significant plus
  • Relevant Bachelor’s degree; preference for computer science or related degree
120

Customer Success Executive Resume Examples & Samples

  • Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
  • Negotiating contract renewals and maintaining high revenue retention rates
  • Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
  • Performing periodic Business Reviews
  • Acting as a strong customer advocate, while maintaining business priorities
  • Helping to identify & support internal teams to remove friction in the customer experience
  • Engaging and communicating effectively with senior leaders both internally and externally
  • Generating & maintaining account dashboards
  • Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy NICE should develop to counter
  • Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
  • Minimum 3+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystem
  • 2+ years working within hosted or Software as a Service business-model
  • Bachelor’s degree or equivalent experience preferred
  • Experience in managing the business aspects of large Enterprise-level customers
  • Demonstrated experience in a fast paced environment and meeting customer time constraints
121

VP for Customer Success Organization, APJ Resume Examples & Samples

  • Be a key member of the APJ Leadership team in partnership with the sales team
  • Manage the “Technical Field” - those resources that are technical and customer-facing
  • Own the success of our customer engagements, measured ultimately by customer renewals
  • Proven executive leader with 15+ years of related experience and consistent and measurable success across the startup and enterprise software and/or services delivery market in the Asia Pacific region
  • Prior experience building and managing technical teams in APJ, ideally in the software/services industry
  • Operational management skills in budgeting, financial management, forecasting, reporting and developing key performance metrics
  • Excellent interpersonal and communication skills, including presentation skills
  • Preferred candidates will have prior experience overseeing global, multi-lingual teams
  • Cultural fit with the organization will be a key component to the candidate’s success, and must have the experience, vision and conviction to appropriately drive change
122

Customer Success Manager for IoT Resume Examples & Samples

  • Manage the onboarding process for a Red Carpet experience for new ThingWorx customers
  • Be a super excited advocate for the products that we represent
  • Identify upsell and grow opportunities and collaborate with sales teams to ensure growth attainment
  • Work with customer teams to build and enhance their ThingWorx skillsets
  • Assist customer with identifying and defining use cases for ThingWorx
  • Manage customer through initial launch of use cases on ThingWorx platform
  • Work with Customer Advocacy as they serve as the Escalation point and manager of 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 customers and develop them into reference customers
  • Document the findings from customer interactions and communicating them to various teams inside PTC. Align the PTC 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
  • Run getting started Workshops remotely to kick off customer teams that you are launching
  • 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
  • BA/BS degree (or equivalent; MBA or advanced degree preferred)
  • Minimum 4 years relevant work experience in the field of project management, customer service, professional services, consulting
  • Software experience, preferably SAAS software
  • The desire to learn new soft and technology skills and the desire to coach, mentor and train peers throughout the organization
123

Customer Success Mgr Resume Examples & Samples

  • Collaborate with internal teams (Sales, Implementation, Support, etc.) throughout the customer journey to ensure smooth handoffs throughout the customer journey
  • 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 that value can be realized
  • Provide product coaching and deliver industry best practices to customer portfolio to drive adoption and value from the purchased solutions
  • Identify and analyze themes within portfolio to provide quantitative and qualitative feedback to internal teams resulting in process improvements leading to more successful customer experiences
  • Build value-based relationships with customers and serve as the customer's advocate through becoming a trusted adviser
  • Monitor and facilitate the customer’s adoption of SPS product features and functions as they relate to the customer's overall business needs
  • Previous work experience at a SaaS company preferred
  • Proven success driving organization wide initiatives
  • Strong listening skills with a thoughtful approach to addressing customer pain points
124

Customer Success Representatives Resume Examples & Samples

  • Primary objective for success is enabling an end-user’s success through regular relationship building that increases that user’s onboarding, adoption and use of a particular product or service
  • Responsible for managing customer engagement during the customer lifecycle
  • Influence or own customer retention and create leads for revenue growth for an established customer base
  • Effectively collaborate and build relationships with channel partners, field sales representatives, executives. Build long-lasting partnerships with other team members and management to improve systems and processes
  • Handle high and quality call time of customer contacts through phone and frequent email each day
  • Analyze data to understand where the customer stands in terms of “health” or identify “at risk”
  • Share customer feedback across functions and with the management team in a constructive manner in order to resolve customer challenges within strict SLAs
  • 6-12 months of prior experience working in a customer or technical service or sales capacity required
  • College degree preferred but not required if experience is prevalent
  • Must be able to quickly problem solve
  • Previous technical experience required (for example, product demonstrations or sales)
  • Working knowledge in Microsoft Excel and Outlook
  • Aptitude to learn new technology is required
125

EPM Customer Success Manager With French & Italian Resume Examples & Samples

  • Define and document the customers’ business objectives and definition of success (ROI). Gather baseline metrics and work with client to calculate and demonstrate success with the Oracle ERP SaaS solution and other SaaS solutions
  • Provide best practices and recommendations on platform utilization
  • Demonstrate influencing and negotiation skills at a Senior level and the ability to lead, collaborate and communicate across various Line of Business and at all levels within Oracle, Customers and Partners
  • 10+ years experience implementing or working with ERP applications and/or providing strategic advisory/account management services
  • Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
126

Customer Success Internship Resume Examples & Samples

  • 2017 Summer Intern Program: May 29th – August 4th, 2017
  • Customer Success Management: work with an Account Management team to support a customer base of Human Resource and Benefits leaders. This groups helps our customers manage their employees’ benefits programs, resolve issues, and optimize technology and business processes. Gain experience working within a technical environment including managing change requests, issue resolution, and software testing
  • Project Management and Consulting: work with Consultants and Project Managers to understand our customers’ objectives, manage and support implementation projects, and support software testing
  • Customer Success Operations: help update our project methodology, maintain our internal Sharepoint site and communications
127

Customer Success Analyst Resume Examples & Samples

  • Proactively research, devise and create innovative ways of adding value to Veeva’s client-base through the provision of data
  • Produce high-quality standard and customized data reports for presentation to clients, (utilizing appropriate software packages) to create engaging and compelling visualizations of the data
  • Lead discussions with Customer Success Managers to derive business and data rules to be used in data quality assessments
  • Identify, analyze, document and assist in resolution of data quality issues reported by Customer Success Managers and customers
  • Learn and articulate value propositions of Veeva CRM and Veeva Vault to customers
  • Bachelor’s degree in Information Systems or related field, or equivalent experience preferred
  • Veeva product knowledge
  • Experience working in pharma industry or life sciences vertical
  • Salesforce, SaaS or cloud computing experience
128

Customer Success Analyst Resume Examples & Samples

  • Support Box Customer Success Managers in their interactions with customers, run customer deployment reports and engage in customer communications
  • Track accounts to identify churn risk and work proactively to eliminate that risk 
  • Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs 
  • Function as the voice of the customer and provide internal feedback on how Box can better serve our business and enterprise customers 
  • BSc degree required 
  • Excellent written and verbal communication skills in English. Additional main European languages a plus
  • Analytical, attention to detail, quick learner, pro-active, customer first approach
  • 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 
129

HCM Customer Success Manager Resume Examples & Samples

  • Handling overall responsibility for managing the customer relationship across EMEA
  • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
  • Prioritising and driving resolution on escalated customer issues
  • Fluent English language, with any other European language a plus
  • Experience with Human Capital Management (HCM) applications required
  • Knowledge of Financial Management or Payroll also desirable
  • Proven ability to engage across corporate functions (Sales, Marketing, Customer Support, Professional Services, and Product Management)
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
130

Customer Success Director Resume Examples & Samples

  • Maintain routine communication with corporate accounts and conduct regular account reviews
  • Responsible for performance, corporate satisfaction, and network satisfaction of assigned accounts
  • Drive and implement client specific strategy for assigned accounts
  • Form deep relationships with corporate clients serving as a trusted advisor to their business
  • Serve as an extension of clients internal marketing department
  • Make recommendations on what will work best for franchise accounts and multi-location businesses
  • Leverage Centermark 2.0 Business Intelligence to provide analysis, business insights, and uncover areas of opportunity and growth in assigned accounts
  • Partner with Sales to develop and drive account growth
  • Properly leverage internal resources for delegation and account support
  • Provide mentorship and guidance to location level support to ensure network satisfaction and success
  • In-depth understanding of digital marketing landscape including ongoing self-study/research for client application
  • Manage projects across accounts to ensure timely and accurate delivery of services
131

Customer Success Executive Resume Examples & Samples

  • Communicate eloquently and regularly with admins and executives at top-level accounts
  • Produce and execute quality presentations on at least a quarterly basis to showcase customer growth, trends, and product/industry maturity
  • Work with our awesome sales executives to make sure customers have the Zendesk resources they need
  • Maintain product expertise across the Zendesk product line
  • Respond to high profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
  • Coach new Customer Success team members on Zendesk’s own customer service program
  • Help lead our team as we set a new and innovative standard for the Customer Experience
  • Identify and keep up with trends in Customer Experience and Customer Service and work with your customers to take advantage of them
  • Identify and help customers articulate the value of the Zendesk application to their business
132

Senior Director of Customer Success Resume Examples & Samples

  • Minimum 7+ years leading customer facing organizations such as customer success, professional services, support or sales
  • Ideal candidate would have a background of which includes both post-sale and sales experience
  • Metrics-driven and process-oriented experience and mindset
  • Proven track record of implementation of scalable, enterprise programs and processes
  • Demonstrated effective communication and strong presentation skills
133

Director of Customer Success Resume Examples & Samples

  • Bachelor’s degree; Voice-Over-IP experience strongly preferred
  • Strong management skills
  • Driving results of service levels metrics is a must
  • Able to travel 30% of the time
134

Customer Success Manager, Sharefile Resume Examples & Samples

  • Understand customer’s business strategies and apply the proven Customer Success methodology to lead them through all phases of the implementation journey
  • Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment
  • Analyze and assess complex processes and systems of customer's business to ensure solution will meet the needs of the end users
  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan
135

Customer Success Manager, Medallia Digital Resume Examples & Samples

  • Own overall relationship with assigned Medallia Digital clients, which include: Increasing adoption, ensuring retention, and satisfaction
  • Handle new Medallia Digital client onboarding, setup and training
  • Work with Medallia Digital clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work to identify and/or develop up-sell opportunities
  • Project management: manage every aspect of customer deliverables
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention in account management or professional services
  • Experience working with cloud solutions, ability to quickly learn new software
  • Proven ability to drive continuous value of our product
  • Impeccable written and verbal communication skills
  • Thrives in a multi-tasking environment and can adjust priorities on the fly
136

Customer Success Intern Resume Examples & Samples

  • Training on our cutting-edge software and research methodologies
  • Up-close exposure to the world of marketing and media
  • Excel and PowerPoint skills -- learn how to manage and analyze data efficiently, and how to build clean, powerful communication material
  • Work directly with real advertising ROI data, from organization and quality-control to analysis
  • Become an integral part of the team by sitting in on client calls, internals calls, and company-wide meetings
  • Receive candid feedback on your performance and identify areas where you can improve yourself professionally
  • Analyze and organize advertising ROI data (in Excel)
  • Transform data output into client reports & presentations
  • Complete an independent project and deliver a presentation
  • Conduct industry analyses and research upcoming marketing trends
  • Support project management efforts, including survey administration and quality-control initiatives
137

Sketchup Customer Success Manager Resume Examples & Samples

  • Responsible for development and delivery of product demonstrations
  • Responsible for representing the product to customers and at field events such as conferences, seminars, etc
  • Able to respond to customer product questions and develop and recommend best practices
  • Able to convey customer requirements to Product Management teams
  • Able to travel throughout sales territory
  • 3-5+ years relevant experience
  • High level of experience with SketchUp Pro
  • Familiar with established SketchUp workflows within AEC and other design fields
  • Ability to learn new products quickly
  • Strong communication skills, including the ability to listen to customer issues and master and understanding of customer workflows
  • A BSc or BA in a related field is strongly preferred
138

Customer Success Manager for Mindsphere Resume Examples & Samples

  • You will develop and maintain a strong long-term relationship with MindSphere customers and partners and ensure customer satisfaction, growth and retention
  • You gain a deep understanding of the needs and goals of your customers
  • It is your task to ensure a smooth onboarding experience for new MindSphere customers by connecting their assets with MindSphere and supporting them with utilization or development of MindApps
  • You will proactively drive adoption, increase retention and drive expansion of MindSphere at your customers through an ongoing dialogue, monitoring of customer data and utilization of sales analytics tools
  • Furthermore, you will resolve issues, identify and mitigate risks which threaten customer growth or retention
  • You will identify and evaluate opportunities for upselling and account expansion and build, maintain and execute account plan in close alignment with Account Executives and Product Experts
  • Finally, you will liaise between your customers and product management by ensuring that customer needs are reflected in product development roadmaps and customers are aware of new releases
  • You have a university degree in IT, engineering or science
  • You have 5+ years experience in B2B sales and/or business development with significant software or software-as-a-service sales experience
  • You had exposure to the development, execution, and overview of customer account plans
  • You have proven experience and successes in a customer facing role including interaction with customer senior management
  • You are thrilled by new technologies and business models, you have profound understanding of IoT and data analytics and you keep an eye on the latest developments in this space
  • You have a customer-centric attitude with excellent listening, communication and presentation skills
  • You are able to work independently and to collaborate effectively across functions
  • You have demonstrated strong business acumen, problem solving skills and make decisions based on market and customer trends
  • You speak English and German fluently
  • You would like to work in a diverse, high energy, start-up sales team
  • Willingness to travel 25-50% of your time
139

Customer Success Manager, Senior Resume Examples & Samples

  • Being responsible for the customer's renewal and for expansion of the platform. You help customers achieve maximum value from their investment in Salesforce; utilising all their licenses, identifying new opportunities, and collaborating with sales teams to ensure growth attainment and increased footprint
  • Where appropriate, partnering with customers to establish transformational Business Roadmaps and Blueprints to achieve their business goals
  • Playing a fundamental part in coaching customers to establish and manage their Change Management, Governance and Centre of Excellence programs
  • Serving as a customer advocate in driving industry best practices and evolving Salesforce product, platform and services functionality integral to the customer's success
  • Developing and maintaining long - term relationships with stakeholders in your account portfolio by networking between customers, partners, and Salesforce
  • Contributing thought leadership and best practice, both internally and externally, around business transformation
  • Executive - level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
  • Credible and effective C - level advisor and coach, especially around strategy and change management (cultural, technical and business)
  • CRM or IT experience and knowledge of competitive landscapes and/or technical ecosystems
  • Flexibility for travel (approx 20%, primarily domestic)
  • It is expected that you will gain a number of Salesforce certifications as part of the onboarding process
  • LI-Y
140

Adoption Lead-customer Success Resume Examples & Samples

  • 10+ years of relevant experience in professional services, sales or customer success enablement and/or delivery
  • Track record of success in business process improvement
  • Exceptional communicator with superior interpersonal skills and comfortable with public speaking with Partners and Customers as necessary
  • A superb ability to effectively develop materials that are appropriate for the audience and evangelize key concepts and best practices
  • Experience leading/supporting the development of business relationships and their development into long term Partnerships
  • Extensive consulting experience, deep understanding of industry best practices and a consultative approach to deliver accelerators
  • A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies
141

Customer Success Analyst Resume Examples & Samples

  • Experience in a business analyst capacity, successfully supporting sales and clients - experience in search and/or app developer user acquisition preferred
  • Organized and efficient, with the ability to perform at peak under tight deadlines
  • Ability to use critical thinking and logic skills in order to drive efficiencies
  • Obsess about the details
  • Ability to learn quickly, and apply knowledge to your day-to-day, and comfortable in an ever changing world where priorities can change frequently
  • High level of interpersonal skills
  • Strong knowledge of the mobile advertising landscape
  • Working experience with Numbers/Excel, Pages/Word, Keynote and SQL
  • Share in the belief that data tells stories, and shaping this data in an intelligent and cohesive manner is crucial to the success of any business
142

Customer Success Partner Resume Examples & Samples

  • Previous direct experience and demonstrated comfort in interacting with Senior Management internally and within the install base
  • Ability to manage multiple, simultaneous, cross-functional work streams
  • Client relationship and interpersonal skills
  • Self-starter with an ability to identify areas for improvement
  • Excellent communication skills, both orally and written are a must
  • Must possess an enthusiastic personality and foster a positive work environment
  • Client-focused attitude — a customer advocate
  • Understanding of packaged application software implementation practices
  • High level knowledge of enterprise IT organizational, business, and technical environments
  • High knowledge of English is a must. Kowledge of Italian or German will be a strong plus
143

CX Customer Success Manager Resume Examples & Samples

  • Define and document the Customers’ business objectives and definition of success (ROI). Gather baseline metrics and work with Customer to calculate and demonstrate success with the Oracle Cloud Solutions to maximize Customer Satisfaction
  • 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
  • Facilitate relationships across various Customer teams, brands, and/or departments to further strengthen Oracle’s partnership with Customers
  • Be an expert on the Customer's CX/ HCM/ ERP Etc. strategy and the go-to person for their strategic business direction for the specific SaaS solution
  • Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the Customer
  • Develop and maintain extraordinary relationships with existing Customers to ensure their satisfaction and retention while helping to grow our incremental revenue
  • Guide your customer through significant service milestones such as upgrades, new releases etc
  • 5+ years experience implementing CRM/HCM/ERP applications and/or providing strategic advisory/account management services
  • Experience with cloud-based/SaaS solution offerings is desirable
  • Demonstrated experience working with the executive level in Customer environments
  • Working knowledge of the following business areas: (Y/N for relevant Job Role)
  • Ability to create and sell business cases to internal and Customer audiences
  • Team player who will work within the company to continue improving the way Oracle serves its Customers
  • Ability to travel up to 60% of the time (specific for teams )
  • A technical background ideally with Oracle experience is preferred
  • Fluency in Spoken and Written English)
  • Fluency in additional European languages a definite asset e.g. Dutch, French, German, Swedish, Danish, Finnish, Italian or Spanish
144

Customer Success Mgr-french Speaking Resume Examples & Samples

  • Interact with all levels of leadership within assigned customer portfolio ranging from analysts to C-Level executives
  • Serve as a primary point of contact throughout the customer lifecycle; preserve high renewal rates
  • Develop engagement plans with account teams to ensure customer retention
  • Strong understanding of Ellucian product features and benefits as it relates to customer needs
  • Serve as liaison within company to ensure customer needs are met; coordinate with account management, support, services product management and development
  • Identify, prioritize and resolve customer issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions
  • Influence revenue growth within customer base for product and service upsell opportunities
  • Engage with product teams and customers to ensure effective communication of product roadmaps and their influence on customer activities
  • Nurture customer relationships to develop strong customer advocates for Ellucian
  • Engage with professional services teams to support and monitor the implementation, helping to identify solutions to issues in order to support a successful go-live
  • Facilitate post-implementation analysis discussions with the customer to understand and document “lessons learned” and any functionality issues encountered by the customer during the implementation. Ensure consistent follow up and on-going communication with the customer to communicate any changes, updates, or defect corrections to the solution as a result of any reported issues
145

Customer Success Leader, Remote Resume Examples & Samples

  • 3-5 years experience in the Healthcare Industry – specifically, healthcare settings where Imaging Technologies are used - strongly preferred
  • 3-5 years experience and proven track record of successfully managing B2B customer relationships throughout their journey - strongly preferred
  • 5 years experience in Project Management, Implementation and Support - strongly preferred
146

Customer Success Team Leader Resume Examples & Samples

  • High end user satisfaction
  • High partner satisfaction
  • Achievement of sales objectives
  • Has lead an inside sales organization, ideally in a B2B SaaS type organization
  • Experience and working knowledge of the key metrics for this type of organization
  • Ideally has experience working with business partners and channel sales process
  • Familiarity with the communication and collaboration market segment is helpful, but not critical - more importantly, you are not just "tech savvy" - but "tech excited" ... you're the type of person that loves the newest technology and gadgets and can't wait to show them off to your friends
  • Very strong communication skills - written, verbal (especially a pleasant demeanor on the phone) and video/web presentation skills (WebEx, Hangouts, etc.)
  • Be a tough but fair negotiator
  • Familiar with pricing principles - understand discounts, margins, and what it means to make sound business decisions
  • Familiarity with Salesforce.com is an asset, but not required; comfort with systems is required as you will need to examine our current systems, review requirements and identify solutions in the market to meet our needs and then implement these solutions
  • Ability to analyze data to deliver recommendations and achieve buy-in would enhance your ability to succeed (using data extracted from Salesforce.com and AccPac for example, to identify trends and see opportunities that have been overlooked)
  • Have common sense and exercise good business judgment
  • Be self-driven, but a strong team player. Will be responsible for your own success and that of your team, but you will work closely with our channel management and customer service teams
  • LI-NS1
  • 5 - 8 Years of Experience
147

Customer Success Account Manager Resume Examples & Samples

  • Manage the customer relationship throughout customer lifecycle all while advocating internally for their customer base, providing oversight and rallying the troops to meet our customer commitments
  • Generate & maintain account team dashboards
  • Advocating internal customer escalations from other departments: Support, Billing, TAC, and Sales
  • Conduct periodic account reviews
  • Negotiate contract renewals and maintain a high revenue retention rate
  • Responsible for customer satisfaction and working diligently to create promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references
  • Act as trusted adviser and escalation point
  • Communicate customer needs to internal, cross-functional departments
148

Mgr Of Customer Success Resume Examples & Samples

  • Excellent communication– impeccable interpersonal communications, written, verbal , and presentation skills are critical, along with the ability to listen with clarity
  • People Management: required to lead a multi-person team potentially across multiple locations
  • Strategic Thinking: The ability to look at common themes from customers and larger connections between products to assist in setting strategic direction
  • Technically proficient:must develop a full understanding of technical products and solutions and be able to apply to unique situations
  • Collaborative: required to work with multiple groups to understand technical solutions, resolve problems, and implement new features
  • Organized: ability to meet strict deadlines, manage multiple simultaneous projects and succeed in a high volume work environment
149

Customer Success Co-op Resume Examples & Samples

  • Consolidate user comments from multiple sources into one main feedback hub, and translate comments into English as needed
  • Categorize comments using logical themes, and prioritize follow-up based on perceived urgency and issue prevalence
  • Investigate solutions to customer issues by interacting with the product and with internal Product Management and Engineering teams
  • Craft helpful, detailed, well-written responses to user issues in order to provide a better product experience and improve user satisfaction scores
  • Monitor impact of customer success efforts on user ratings and overall sentiment
  • Communicate user feedback themes and insights to internal teams through summary reports and in-person presentations
  • Have done user acquisition, engagement, or support work for a mobile app
  • Proficient in any foreign language
150

Junior Customer Success Manager Resume Examples & Samples

  • Excellent relationship management skills; Ability to create total confidence & trust with clients
  • Perseverance, dedication, commitment and a total focus on achieving goals
  • Self-directed, independent and meticulous attention to detail
  • Impeccable ethics and teamwork a must
  • Account Management skills
  • Excellent verbal/written communication and presentation skills
  • Familiarity working with fintech clients and within a software & services environment
  • Ability to understand technology issues; discuss and recommend innovative solutions
  • 2+years’ experience in customer support or account management role
  • Experience in a technology or financial services field
  • Experience creating & growing a new 'start-up' initiative within an organization
  • MBA or related technical degree a plus
  • * This is a Yodlee Sales Commission eligible position
151

VP for Customer Success Organization Resume Examples & Samples

  • Be a critical member of the EMEA Leadership team with primary responsibility for service delivery and customer success
  • Lead and manage the “Technical Field” team - client facing technical resources who support the sales process and post sales implementation of Pivotal products
  • Oversee the financial performance of the Pivotal EMEA services organisation, including Pivotal labs application development centres across the region to achieve targeted KPIs including revenue, resource utilization, attach rate of software products, software revenue, gross margin and EBIT
  • Through hiring or recruitment of a delivery partner ecosystem, ensure the Pivotal services organisation is dimensioned to meet the rapid growth enjoyed by our EMEA business
  • Develop critical competencies both within the technical field teams and across the delivery partner ecosystem to resource the portfolio of repeatable offerings being positioned with Pivotal customers across the region
  • To create a high performance, ‘can-do’, collaborative culture and implement systems and process to ensure highest levels of productivity and accountability across the EMEA customer success organisation
  • Senior leader with demonstrable track record of success managing service delivery in a software and/or technology solutions arens
  • Deep understanding and appreciation of modern lean enterprise and agile approaches to software and service delivery
  • Extensive experience managing large multi-lingual, multi cultural technical/service delivery teams, ideally in the software/services industry
  • Excellent interpersonal, communication and leadership skills, including presentation skills
  • Accountable, High energy, creative, collaborative, enthusiastic, strong presence and leadership skills, open mindedness, a ‘can do-will-do’ attitude and an appetite to join a fun team who really want to change the world - Cultural fit will be a key component to the candidate’s success
152

Head of Customer Success Resume Examples & Samples

  • Lead the Enterprise Services Customer Success Management team to implement and execute long term asset management and managed departmental services partnership agreements, ensure all SLAs meet expectations per contracted services and that services are delivered to meet these established expectations
  • Work directly with the Customer Service organization as well as partners to leverage engineering and implementation teams as well as with the Enterprise Services Advisory team to source consulting engagements that are part of the partnership contract
  • Measure success upon increase in share of wallet, customer satisfaction, maintaining/increasing profitability on the contracts implemented, and P&L management and will have direct accountability to the management.Will lead the Enterprise Service Directors as well as some key Customer Success Managers
  • Utilize lean practices for operational execution and development of new capabilitie as well as cost saving programs and productivity measures
  • Ensure effective, optimized resource and talent planning through the ES Operations Directors to ensure required resourcing levels are maintained and competencies are developed in order to fulfil business objectives. Deploy and execute methods to drive continuous employee development and engagement
  • Develop and leverage relationships with suppliers and partners, liaising closely with procurement to drive opportunities for qualitative and financial improvements. Develop, execute and continuously improve our MV and overall ES Service Model
  • Maintain the consistent delivery of a high quality service fully aligned with Siemens' contractual obligations through the ES Operations Directors, the ES Customer Success Managers
  • Drive consistently high levels of customer satisfaction regarding performance against appropriate metrics and contractual key performance indicators. Ensure all Quarterly Business reviews and governance is adhered to for all ES customers
  • Through Operations Directors and ES Customer Success Managers, ensure that operational staff understand their respective contracts and associated risks, strengths and weaknesses along with the provision of plans to mitigate any risks and weaknesses, in order to ensure that Siemens is fully prepared to manage any potential contractual performance issues
  • Engage with customers at C-Suite level establishing regular lines of communication including, for example, joint liaison and strategy groups and/or annual presentations where possible. Understand the customer’s perception of the service and solutions being provided and influence development of Enterprise Services and Solutions strategy accordingly
  • Support the Enterprise Service and Solutions Business Development Team in producing additional revenue opportunities in the form of contract extension and new business pipeline through the development of long-term relationships with customers
  • Accountable for the application of company asset management processes for all Siemens equipment and any non-Siemens equipment under management. The purchase of equipment to be aligned with Siemens policies (in liaison with Procurement and Finance colleagues) to meet the requirement of the Contractual Investment Plan within agreed budgets. Responsible for effective coordination of the installation, commissioning, operation, de-installation, replacement and disposal of equipment to be managed within Siemens policies at all times
  • Accountable for consistent / continual achievement of forecasted financial results
  • Conduct monthly Business Reviews with the Head of Enterprise Services and Solutions and the Head of Finance and Commercial
  • Support Enterprise Service and Solutions new opportunities in the funnel across the U.S. region and globally, as required
  • Ensure that all Siemens procedures and policies are adhered to at all times
  • Any other responsibilities that are reasonably required
  • A first-hand understanding of the U.S. healthcare market, its issues and its culture and a demonstrable experience in successful partnering with hospital management and staff
  • Proven relevant, in-depth, first-hand experience of managing long-term complex, multi-agency projects. Preferred experience in managing outsourced type arrangements or multi-vendor asset management contracts
  • In-depth experience in contract and relationship management including dispute resolution, performance management systems management, reporting and driving business opportunities in the wider context of Siemens commercial and reputational values and objectives
  • Direct team management experience
  • Demonstrable experience in leading and managing teams in a complex, multi-agency context with a proven record of positive staff relationships and satisfaction. Clear understanding of the benefits of delegation of responsibility, identification of 'single points of failure' and succession planning in liaison with HR Partners
  • BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred
  • Minimum of 10 years of senior level experience in managed services or technology services (preferably in the healthcare industry)
  • Prior P&L ownership of $100M +
  • Has served 10+ years in a senior direct operational leadership role
  • Lean six sigma/operational excellence skill set preferred
  • Demonstrated knowledge and success in building/developing managed services business and operations within the healthcare market
  • Experience leading, scaling a global organization of technical and non-technical people
  • Customer engagements for both sales opportunities and managing customer expectations – requires customer face-to-face experience
  • Excellent experience in managing/dealing with large/complex account management/ customer success experience/background (attract, develop, retain) – Share of Wallet expertise
  • Hands on strategic work on formulating business plans and performance
  • Direct experience with tactical work on managing financials, defining and reporting metrics
153

Customer Success Manager, EDI Resume Examples & Samples

  • Ensuring quality service and operational performance within the parameters of program and delivery standards
  • Developing client relationship and understanding of client business and product installations to proactively identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs
  • Acting as single point of client contact to coordinate resolution of service incidents and escalation of technical issues
  • Responding to customer product inquiries via telephone or in written internet-based email or chat sessions
  • Resolving customer concerns raised during installation, operation, maintenance or product application or compatibility matters
154

Head-customer Success Resume Examples & Samples

  • Lead and grow a team of Customer Engagement Executives across the entire APJ and Greater China region
  • Be a role model and lead change for developing a trusted advisor relationships to ensure that a customer realizes value by adopting the SAP Hybris solutions aligning all activities with the customer’s business case and strategy
  • Set up a fast growing team for scale, leveraging best practices across the Industry and within SAP to establish a strong customer success discipline driving value, NPS and renewal in a differentiated approach across different customer segments and product lines
  • Closely collaborate with the regional sales leadership to drive value and adoption across the customer base and to identify growth opportunities
  • Advocate critical product enhancements and issue resolutions for assigned customers on a global level to Product Management, Expert Services, Consulting and Support
  • Engage as executive sponsor in customer escalations to mitigate and support your own team and leverage various teams across SAP to effectively address high-risk situations 
  • Carry out user group and other customer events within the region
  • Passion for customer empathy success with cloud DNA
  • Strong change agent to build up a fast growing and high performing customer success organization
  • Executive presence with strong internal and external stakeholder management. Credibility with a customer’s business and IT teams, as well as with the internal sales and development stakeholders
  • Product and domain know-how in the Customer Engagement, Commerce and CRM space
  • Strong ability to organize, prioritize with a bias for fast execution
  • Ability to navigate a complex and highly matrixed global and regional diverse organization
  • Capability to initiative and leverage cross-functional teams and programs
  • Conflict and change management skills
  • Fluent in English, other languages for the region are a plus
  • Minimum of 15 years of experience working with external clients (consulting, account management, or project experience) either within an SAP cloud solution and/or industry based. Alternatively you have gained an equivalent amount of experience in a customer facing role
155

Customer Success Manager, Europe Resume Examples & Samples

  • Align with commercial content customers across IT and business to promote strategic focus and strong program management
  • Evaluate how customers manage their Veeva commercial content investment and identify efficiency and effectiveness gains
  • Educate customers on Veeva products to optimise best practices and consumption of Veeva solutions (e.g. change management and validation)
  • Act as the internal advocate for customer success and business requirement fulfilment
156

Customer Success Operations Specialist Resume Examples & Samples

  • Understand the strategy and operations for all departments within Customer Success, and particularly the Box Consulting business
  • Gain exposure to many different departments across the company and select one or two to build special expertise in
  • Receive mentoring by entire CS ops team
  • Become proficient in managing tools and metrics
  • Administration of core Box Consulting systems, including
  • Clarizen: Creation and maintenance of templates, reports, custom configurations and workflows
  • SFDC: Maintain Sales dashboards and forecasting process for Consulting team
  • Cornerstone: Partner on launch and optimization of key learning management system across entire company
  • Box Consulting Project Provisioning
  • Ensure BC deals are created and assigned in Clarizen in a timely and accurate manner
  • Leverage capacity data and team insights to make standard [roject assignments
  • Coordinate integration between SFDC and Clarizen and ensure projects closed out
  • Dashboards and Reporting
  • Keep dashboard data up to date
  • Partner on development of new dashboards and automation of others
  • Central point for ad hoc Management Reporting requests
  • Support operational process optimization and automation efforts
  • BA/BS degree in business or related field
  • 1-4 years relevant business experience
  • Self-motivated team player
  • Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects
  • Proficiency with Excel, including pivot tables, vlookup, charts, etc
  • Currently located in SF Bay Area, Austin, TX or NYC (relocation not offered for external candidates)
  • Data analysis experience
  • Experience with CRM, customer support, data analytics, and/or project management software
157

Customer Success Director Resume Examples & Samples

  • As a trusted advisor to our largest customers, develop and maintain long-term relationships with senior (C-Level) stakeholders
  • Ensure that the Customer Success Plan is well understood and communicated within Adobe, and that it ‘lives’ within the customer’s organisation
  • Managing the Adobe account team to deliver the right outcomes for the customer, in line with the mutually agreed Customer Success Plan
  • Be a credible, leading Adobe voice when partnering with your customer to help them design, develop and execute their business transformation/centre of excellence programmes
  • Be the voice of the customer within Adobe; bring your customers’ priorities and strategic objectives to our product and engineering groups
  • Inspire and empower our customers to expedite their adoption of Adobe technology solutions, and maximise the return on their Adobe investment
  • Develop and maintain a comprehensive understanding of your customer’s business challenges and objectives, and those of the industry within which they operate
  • Identify any barriers/risks to the customer delivering against their strategic priorities and work to develop an appropriate risk mitigation plan
  • Identify and engage Adobe experts as appropriate to the realisation of the Customer Success Plan
  • Be a thought leader and share best practice around business transformation, to enrich Adobe’s capability to delight customers as their investment in our technology solutions continues to expand
  • Obsessive focus on owning and driving customer success, and being an authentic and credible advocate for the customer
  • Expert C-level leader stakeholder managementand a customer-centric approach to building long-standing relationships
  • Excellent written and verbal communication, which you can deploy in a variety of scenarios across a broad set of audiences to maximum effect
  • 15+ years experience, including C-Level
158

Saas Customer Success Saas Portfolio Director Resume Examples & Samples

  • Lead the Portfolio Optimization program for the assigned product in EMEA with a focus on maximizing the opportunity in the product portfolio including anticipating and managing accounts at risks
  • Understands installed base composition and trends. Proactively provide portfolio maximization suggestions and risk advisory services to CSM Leadership
  • Drive risk management initiative, co-ordinate internal resources (Development, Presales, Consulting, Support etc..) and work with CSM Management & CSMs until resolution
  • Is responsible to deliver roadmaps and optimization services to focused customers
  • Drive the internal governance and negotiate resources with Product Management, Development, Support, Presales and Cloud Operations to execute on portfolio maximization initiatives
  • Provides feedback on risk and customer trends to Product Management & Development
  • Is aligned with Sales Product Strategy Leaders and is involved in the preparation of Senior Management calls
  • Lead the Product Expert Group
  • Support the co-ordination of customer roundtables & CABs
  • Provide regular reporting to CSM Senior Management EMEA
  • Drives creation of enablement material and expert led skill up sessions to the CS organization
  • 10+ year experience providing strategic advisory/consultative services
  • Experience of working with senior management on agreeing priorities
  • Strong Program management skills
  • Excellent Communication skill (both written and oral), Leadership and project management
  • Able to manage without authority and in a matrix organization
  • Experience with cloud-based/SaaS solution offerings ideally related to the relevant product portfolio. Functional knowledge is desirable
  • Strong Analytical capabilities
  • CSM field experience as desirable
  • Possess excellent the ability to manage multiple complex priorities in parallel
  • PreSales, Consulting experience is desirable
  • Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
  • Fluency in spoken and written English. Any other language is a plus
159

Customer Success Manager Partner Services Resume Examples & Samples

  • Leverage the acquired knowledge of the customer to ensure CDW enables Customer Success and achieve their Business Outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions
  • Drive the positioning and adoption of CDW network moniorting as an adjunct service
  • Focus on ensuring CDW customers successfully maximize the value they receive from Cisco solutions through a subscription model
  • Drive adoption and positioning of solutions throughout all stages – Plan, Build, and Manage – of the Lifecycle inclusive of all Cisco offers, leading to appropriate renewal rates and referrals along with the development of new opportunities
  • Lead to the expansion of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer
  • Proactively qualify, communicate and transition the identified opportunities into CDW Sales
  • Establish a common understanding with the customer for the ROI they are receiving from Cisco and CDW Solutions as the adoption and expansion strategy is executed
  • Advocate on behalf of the Customer ensuring a superior CDW and Cisco experience
  • Follow the execution of the adopt and expandmotions of Cisco Solutions as described in the documented Playbooks
  • Bachelor's Degree in Engineering, Computer Science, Management Information Systems, Business degree or the equivalent in experience. Masters such as MBA preferred
  • 12+ years of relevant industry experience
  • A proven track record in business analysis and translating customer needs into a high level statement of requirements for internal product/service package alignment
  • Strong awareness of Cisco, including both the company and solution offers
  • 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 CDW
  • An entrepreneurial approach to business and the ability to establish a holistic business view is essential
  • Proven track record in contributing to the establishment of new organizations, procedures, and offerings
  • Should be accustomed to working effectively within all levels of an organization
  • Ability to align CDW Services with customer at a business level
  • Value messaging and management, sales skills/experience, driving strategic change/improvements for customer and CDW
  • Skilled in leadership and influence of virtual, cross-functional teams, with, program management, and quality management experience preferred
  • Strong passion for learning and teaching others
  • Strong interpersonal and presentation skills including consulting skills
  • Proven group presentations skills
  • Outgoing personality
  • Motivated and self-starting
  • Ability to think creatively and come up with proactive ideas that will increase sales
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Concentrate on certain areas of technology driven by company technology objectives
  • Experience in technology sales and consulting
  • Experience working in a fast-paced work environment
160

AVP, Customer Success Leader Resume Examples & Samples

  • Drive customer success strategies to help customers achieve adoption and expertise with Splunk’s platform and technology
  • Set global performance targets for the CSM organization
  • Provide communication to customers regarding Splunk, new product capabilities and use cases, as well as help them meet desired outcomes
  • Meet with Senior Executives of Splunks most strategic accounts and help guide their commercial vision utilizing Splunk’s platform and technology
  • Oversee the creation of onboarding, enablement and skill set development for the CSM function
161

Product Development Center of Exellence Customer Success Director Resume Examples & Samples

  • BS or BA Business Administration, Accounting; MBA is a plus
  • At least 15 years of experience in enterprise software implementation
  • Experience in setting IT strategy and leading business organizations through change is desirable
  • Experience leading the implementation of enterprise-class, mission-critical applications
  • Experience with CRM software and particularly, Oracle Sales Cloud, Siebel, Oracle CRM On Demand, Oracle Netsuite, or SFDC is desirable
  • Sufficient knowledge of a broad set of SFA, service and service knowledge management processes so as to understand, direct, and communicate the issues between the relevant parties
  • Familiarity with the capabilities of modern analytics reporting tools is desirable
162

Customer Success Director Resume Examples & Samples

  • Providing leadership to the customer in their journey with Salesforce. Working within an account team matrix and the customers' C - level stakeholders to achieve their vision by evangelizing the capabilities of Salesforce.com across all relevant business domains
  • Building trusted executive relationships from the C - Level down in order to achieve successful execution of the customer's Blueprint
  • Ability to prioritize, multi - task, and perform effectively under pressure in a complex multi - customer portfolio
  • Minimum 7 years relevant work experience
163

Customer Success Director Resume Examples & Samples

  • Experienced in interfacing with executive level contacts and comfortable in a presentation setting
  • Past experience managing complex cross-department projects
  • Previous management of a book of business with high revenue impact
  • Ability to scope accurate Statements of Work that properly outline deliverables for client projects
  • Digital marketing expertise in SEO, PPC, Display, Social Advertising, and Email Marketing
  • Enterprise sales/services experience working with VP and C-Level Executives
  • 5+ years of relevant work experience
  • Bachelor’s Degree
164

Manager, Majors Customer Success Resume Examples & Samples

  • Manage 8 to 10 Majors Customer Success Managers within defined geographical and/or vertical territories
  • Identify and develop future leaders and strong contributors through the use of Performance Excellence and succession planning
  • Transfer skill set through active participation in client meetings with Customer Success Managers
  • Provide active coaching, development, and feedback to Customer Success Managers utilizing hard metrics derived from dashboards and reports
  • Support growth of sales skills and ability to ensure success of growth and upselling within the assigned territory
  • Set the example and coach Account Managers in their understanding and commitment to live the Verizon values
  • Ability to demonstrate a strong grasp of SaaS success metrics and business model
  • Strong business acumen with the ability to analyze data to make sound decisions
  • Expert negotiation skills specifically with experience handling contract terms and conditions
  • Detailed understanding of the complexities combined hardware and software solutions present to clients and Verizon Telematics
  • Relevant industry knowledge applicable to Verizon Telematics specific customer base
  • Clear understanding of Customer Success sales processes and customer lifecycles
  • Moderate to advanced skill level using applications such as Microsoft Excel, Power Point, and Word
165

Customer Success Intern Resume Examples & Samples

  • Helping SMs prepare client presentations and support deliverables for meetings
  • Follow-up on outstanding client support tickets and update SMs as needed
  • Research industry trends and news to be shared with SMs
  • Provide general account support to CSSs, CSMs and SDs, while also gaining client-facing experience
  • Success in this position requires a passion for technology, client service skills, the ability to thrive in a dynamic, team-focused environment and a passion for helping clients achieve results
166

VP Customer Success Resume Examples & Samples

  • Defines success for the departments; sets goals and measures results.Works to remove any barriers to high performance
  • Develops and implements policies and procedures concerning customer correspondence and the processing of customer complaints
  • Ensures the departments are prepared to support all major company initiatives
  • Partners with the Product Development team to drive enhancements to VST product offerings
  • Partners with management and other ICG departments of product/service issues that arise from problems identified through customer service support
  • Manages VST Customer Success’ relationship with other ICG departments; ensuring other department receive the information and support needed
  • Directs the Customer Success management team in the hiring, training and development of the supervisors and staff
  • Builds and improves upon a successful customer onboarding process
  • Measure, analyzing and take action on customer churn and satisfaction/NPS/CES rating
  • Ensure internal alignment on account strategy by partnering with the Sales organization to develop and execute on account plans
  • Ensure customers employ best practices and their solution is optimized for maximum value
  • Ensure any account issues are resolved quickly, leveraging resources from across the company
  • Participates in VitalSource strategic planning and related leadership activities
  • Leads the budgeting process; tracks performance and adjusts staffing plans, capital expenses and operating expenses in order to meet or beat budget goals
  • 10 years of customer service experience in a software or technology company
  • 7 years management experience with 5 years in a customer success environment
  • 5 years experience working with business transactional systems and processes as well as managing department budgets
167

Customer Success Adoption Specialist BIM Resume Examples & Samples

  • Establish plans & execute adoption strategies in order to grow the number of projects using our BIM360 technology
  • Distribute regular updates and progress reports to internal Autodesk account teams Drive direct opportunities and provide leads to internal Autodesk sales teams
  • Utilize and refine sales collateral provided by technical marketing to develop effective and repeatable sales play that lead to increased adoption of Autodesk solutions
  • Act as an evangelist to determine positioning, identify business requirements, and finding relevant forums and utilizing relevant associations to increase awareness of BIM360
  • EMEA: Fluent English both written and spoken a must plus one other main European Language
  • Able to travel 30/50% of the time – mostly within geo
168

Director of Customer Success Resume Examples & Samples

  • Understanding the object storage market; competitive environment; the buyers and influencers profiles, pain points, and behaviors; personas and buyer's journey
  • Understanding of product technology and ability to identify and articulate product differentiation and value for creation of collateral and sales enablement training internal audiences. Must be able to brief industry analysts and press at the appropriate level of technical detail and business value
  • Develop a strategic analyst plan and objectives, aligned with the company's overall segment strategy, outlining where and how Marketing can make the biggest impact in awareness, thought leadership, demand generation and sales enablement
  • Be able to identify which materials are appropriate for analyst creation, and which should be created internally, and be able to create the materials to be created by HGST
  • Support and produce on-going webcast and infocast assets to promote the HGST Data Center brand
  • Create segment-oriented content such as challenger insights, strategic points of view, and compelling stories to take to market
  • Provide segment support for various groups across the company (i.e., provide guidance on messaging, buyer's journey and personas; review and segment-oriented feedback for various assets; support select account and field engagements
  • Measure, track, and report against the segment objectives
  • Plan, track, and manage to a budget
169

Onesource Customer Success Manager Resume Examples & Samples

  • Ensure overall success between PerkinElmer OneSource and assigned key clients that delivers year over year revenue growth, profitability targets, quality service delivery, and customer satisfaction
  • Develop and execute defined account strategy and track metrics associated with this strategic approach
  • Build positive and productive relationships at all levels of the client organization
  • Identify customer needs and provide consultative approach to addressing those needs via bold and disruptive ideas to position PerkinElmer’s OneSource Services as solutions
  • Define and implement a client satisfaction and retention strategy
  • Own conflict resolution from start to finish
  • Provide content support and delivery support of periodic business reviews with the client
  • Assess potential business risks and develop mitigation plans
  • Track service metrics and financials
  • Coordinate internal technical resources to drive discussion of new services with client
  • Manage P&L for assigned accounts in collaboration with Service Leader
  • Drive compliance of MSA and SOW by client and PerkinElmer
  • Guide staff on account management best practices
  • Bachelor of Science Degree or equivalent in Science, Engineering, or related discipline
  • Minimum of 10 years of experience in a client facing role or account leadership role for a Life Sciences professional services or management consulting firm
  • Experience managing Executive level client relationships
  • Experience with service delivery within the Life Sciences industry
  • Highly skilled written and verbal communication
  • Strong financial acumen related to pharmaceutical laboratory operations
  • Established history of building innovative, successful client partnerships
170

Manager of Customer Success Consultants Resume Examples & Samples

  • Contribute to company strategy, plans and service focus, based on feedback from clients and staff
  • Create strategic plans for resourcing and organizational efficiencies
  • Actively participate in management and training of account team personnel, motivating the team to a high level of performance
  • Cultivate strong client relationships
  • Define and enforce levels of service, processes, touch points, company goals and deliverables
  • Communicate needs to Product, Marketing and Sales channels
  • 2-5 years of experience managing 5 or more employees in a fast-paced, high-volume client service work environment
  • Strong understanding of the online advertising industry, including the major players and supporting technologies; specifically SEM, SEO and online lead generation
  • 2-5 years of hands-on online marketing experience ; Certified Google Advertising Professional is a plus
171

Customer Success Adoption Specialists Resume Examples & Samples

  • Coordinate plans and strategies with internal account teams with the goal of enhancing an understanding of the technology and it’s capabilities
  • Develop use cases based on customer input to drive demand of the technology
  • Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success
172

Customer Success Adoption Specialists BIM Resume Examples & Samples

  • Facilitate regular customer meetings, events, and training (internal & external)
  • Provide an accurate monthly & quarterly forecast of projects due to adopt the technology
  • Liaise with marketing team in order to run/attend events in line with company growth strategies
  • Keep up-to-date with market trends and new developments utilizing information for business improvement
173

Customer Success Executive Resume Examples & Samples

  • 10+ Years experience working in customer facing environments as a technology focused lead, spanning development, cloud operations, service delivery and project management
  • Strong risk management and mitigation skills
  • Proven communication, consulting and relationship-building skills: credible key account manager engaging with up to C-level Execs
  • Previous experience of a Software Vendor (SaaS preferred) alongwith ability to understand customer's industry and core business processes to maximize value with Cloud solutions
  • Ability to work within a highly competitive and complex environment
  • High levels of energy, creativity and enthusiasm
  • Knowledge of Oracle’s products/solutions and competitive products would be an added advantage
  • BS / MBA degree preferred
174

Regional VP, Customer Success Resume Examples & Samples

  • Lead the AMER Customer Success team
  • Coach customers to ensure customers they are leveraging all available Salesforce Success Services resources such as Success Managers, Success Specialists, Help & Training, Communities, User Groups, webinars etc
  • Work closely with the Sales teams to develop success strategies and customer growth plans
  • Develop and nurture long-term relationships with executive stakeholders in AMER your account portfolio, where appropriate, by networking between customers, partners, and Salesforce.org
  • Ensure customer issues are resolved quickly, leveraging resources from across Salesforce as needed
  • The success metrics in this role will include ensuring customer renewals, lowering attrition rates and increasing customer adoption
  • This role will be office based with emphasis on in person collaboration with sales teams and customers and will require 30% customer facing travel
  • Demonstrated success in building a Services, Customer Engagement or Partner Engagement function for a product company
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Experience in nonprofit or higher education enterprise architecture sectors
175

Mindsphere, Customer Success Manager Resume Examples & Samples

  • Establishes measurable criteria for success
  • Develops and maintains a strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of MindSphere solutions
  • Collaborates with internal experts to translate customer business/technical challenges into business solutions based on MindSphere products & services, augmented with 3rd-party technology as required
  • Becomes established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights related to area of expertise
  • Creates and coordinates account documentation including reports, proposals, business assessments and recommendations
  • Develops and maintains close relationships with key management sponsors within a select group of names accounts
  • Accountable for post-sale account management and drives account growth strategy with wider account team members
  • 3 + years’ experience within customer-facing organizations
  • Proven ability to adapt to change
  • Qualified Applicants must be legally authorized for employment in the Unites States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States
  • Background of post-sale and sales experience preferred
  • Experience with Cloud technology preferred
  • Experience with Analytics Sales a plus
176

Customer Success Director Resume Examples & Samples

  • 10 years in a team leadership role, with 5 of those in the ecommerce/digital space
  • Ecommerce Experience, ideally as an eCommerce Manager
  • Project Delivery (from pre-sales to post launch)
  • High Level Technical Experience
  • Extensive customer facing experience
  • Japanese and English
177

Saas Customer Success Manager Resume Examples & Samples

  • Ensure customer coverage through a customer portal and other mechanisms to drive renewals and adoption
  • Act in a programmatic way to deliver to business reviews, roadmaps sessions, enablement and adoption services
  • Ensure regular proactive communication with the assigned install customer base
  • Create simple messaging around the value of the overall solution and encourage optimal utilization
  • Guide customers through significant service milestones such as upgrades, new releases etc via automatic and programmatic planned and executed methods
  • Ensure customers are updated on new product features and have awareness of the roadmap for their current solution investment
  • Provide generic best practices and industry benchmarking materials via self service and proactive push communication
  • Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way
  • Work closely with the renewals team and Sales team to ensure adequate awareness around the volume customer base due to renew each quarter in advance
  • Build and maintain strong relationships with the main partners involved in the customer base you will be working with
  • 5+ years’ experience in customer service environment
  • Experience executing campaigns around automation and self service
  • Proven track record in working in a customer facing role via remote programs
  • Experience in delivering content via social media, webinars and other relevant online delivery channels and methods
  • Excellent organization, project management, time management and communication skills
  • Proven track record in excellent presentation skills in virtual delivery
  • Passion and ability to facilitate and juggle a number of competing issues and priorities at any one time
  • Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers
  • Technical background in Cloud ideally with Oracle experience is preferred
  • Fluency in spoken and written English and as a preference in one of the languages e.g. Arabic, French, Italian or Spanish
178

Customer Success Associate / Manager Resume Examples & Samples

  • Develop, manage and track project plans, including detailed and accurate estimates, scope documents (SOW), requirements, risk assessments, specifications, schedules, and budgets
  • Identify resource requirements/needs, resource assignments, coordination of resources and resource dependencies and constraints
  • Monitor and track Key Account/project dependencies
  • Document and manage schedule and budget implications for requested project changes (change control and scope creep)
  • Develop and maintain strong relationships with clients to ensure customer satisfaction and to manage their expectations regarding functionality and deliverables
  • Identify and document risks and risk mitigation
  • Communicate project status and risks both internally and externally to the client
  • 3+ years of experience as a proven Project or Account Manager for software as a service products
  • Excellent project management skills, (best practices, methodologies, project lifecycle, etc.)
  • Team player - strong initiative, independent thinker, driven to succeed, high energy with a commitment to work and follow through
  • Excellent listening skills and ability to help work through client expectations when product schedules may slip
  • Strong interpersonal, presentation, oral and written communication, and time management skills
  • Excellent problem solving and decision making skills - Ability to identify, resolve and follow-up on issues
  • Ability to establish priorities and handle multiple assignments concurrently with minimal direction in a highly dynamic work environment
  • Experience working with newly launched software products with flexible and at times uncertain product roadmaps
  • Strong use of Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce presentations, reports and information for management
179

Account Executive, Customer Success Resume Examples & Samples

  • Execute key parts of the process of onboarding customers onto our software platform
  • Run optimization scenarios to test our software, understand its logic and ensure its accuracy
  • Collaborate closely and frequently with our Modeling and Software teams to deliver our software and recommendations
  • Interpret survey results and identify customer implications: drive the results from data into insights and recommended customer actions, based on analysis, pattern recognition, and experience
  • Support, and often take the lead in, project-related communications, both customer and internal
  • Actively participate in customer and internal calls and meetings
180

Customer Success Manager France Resume Examples & Samples

  • Accelerates adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest timeframe
  • Establishes measurable criteria for success and assists in building organizational alignment
  • Develops and maintains a strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of Autodesk solutions
  • Collaborates with internal subject matter experts to translate customer business/technical challenges into business solutions based on Autodesk products & services, augmented with 3rd-party technology as required
  • Develops and maintains close relationships with key management sponsors within a select group of names accounts (from key users to CXO)
181

VP, Head of Customer Success Resume Examples & Samples

  • Refine SAP Analytics methodology for Customer Success in collaboration with our leadership team and strategic customers
  • Manage and deliver metrics related to all customer success functions including adoption, education, productivity, capacity, renewals and operating expenses
  • Aligns with regional/global peers to ensure that customers are successful in their interactions with us
  • Represents Customer Success through interactions with other internal LoBs, including Engineering, Product Management, services, sales and the field
  • Regularly interacts and engages with customers at a senior and executive level, and is expected to represent SAP broadly in customer relationships
  • Drives continuous improvement in every aspect of Customer Success operations, including bringing new tools and techniques from industry best practices
  • Facilitates resolution of strategic or sensitive technical / functional issues with customers, partners and other SAP teams
  • Champions SAP and Customer Success strategy internally and externally and drives alignment internally for new approaches and techniques for improving operational metrics
  • Consistently connects Customer Success strategy with corporate strategy
  • Acts as a member of the Global Analytics Product Management and Customer Success Team for planning of strategy and operations
  • Proven ability to execute against a business strategy while ensuring customer success and high levels of employee engagement
  • Proven ability to manage complex processes and drive continuous process improvement
  • Proven record of 10+ years in customer support and/or inside sales organizations, in progressively responsible roles
  • Strong problem resolution skills with good leadership, diplomacy, decision making and analytical skills
  • Strong experience in driving the leadership principles of simplicity, developing amazing talent and ensuring customer success
  • Highly collaborative and excels in highly matrixed environment
182

Saas Customer Success Snr Manager / Director Resume Examples & Samples

  • Build, train and develop a team of 20 remote Customer Success Managers to ensure renewals, drive customer adoption and customer satisfaction
  • Participate in strategic and tactical planning for the Renewals & Customer Success organization
  • Establish a successful coverage and engagement model with the Renewals Team aligned to the Regional Field CSM and Sales organization for the assigned SaaS portfolio
  • Ensure a standardize execution of the CSM methodology in remote across EMEA using the customer portal and/or remote tools
  • Improve internal processes and systems to achieve operational performance that exceeds goals
  • Establish and measure team goals and performance against specific target objectives including renewals, expansions and activity levels
  • Have a strong business management approach towards customer and external parties to drive execution
  • Demonstrate influencing and negotiation skills at a Senior/ Executive Management level and the ability to lead, collaborate and communicate across various Line of Business and at all levels within Oracle, Customers and Partners
  • Identify needs and establish a close relationship with all crucial LOBs e.g. Consulting, Marketing, Presales, Product Management ,
  • Be a leader with high levels of energy, passion, creativity and enthusiasm
  • 10+ years’ experience in leading teams
  • 5+ years in management of remote team
  • Proven track record of hiring, training and development a new team
  • Experience creating/executing programs in particular around automation and self service
  • Proven track record in addressing a large group of customer portfolio via programmatic execution
  • Working knowledge of at least one of the following business areas
  • Excellent Leadership skills
  • Strong business management and execution
  • Ability to lead large multi-language teams to deliver on target
  • Strategic thinking beyond boundaries
  • Strong influencing skills in a cross cultural global environment
  • Live and breathe the desire and commitment to making our customers successful
  • Excellent organization, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset
  • Technical background ideally in Cloud with Oracle experience is preferred
  • Demonstrate passion and ability to influence, facilitate and juggle a number of competing issues at any one time
  • Fluency in spoken and written English and desirable in one of the additional European languages Arabic, French, German, Dutch, Italian or Spanish
183

Senior Customer Success Enablement Manager Resume Examples & Samples

  • At least 8-10 years of experience in software or industrial technical operations
  • At least 5 years of experience in a direct customer facing role
  • Knowledge of Japanese and English essential, Korean and Mandarin desirable
  • Knowledge of Korean or Chinese are desirable
184

Customer Success Manager, Enterprise Accounts Resume Examples & Samples

  • Primary point of contact for named Enterprise accounts accountable for the overall customer relationship and health
  • Establish self in a trusted advisor relationship to ensure overall customer satisfaction
  • Drive feature and user adoption to optimize the overall customer ROI
  • Build and maintain strong relationships with a portfolio of Enterprise accounts with the ability to leverage on prospect references
  • Track customer health through key metrics and influence desired outcomes with a focus on customer retention and growth
  • Project management for key activities throughout the customer lifecycle to ensure control, visibility and delivery against the milestones
  • Stay abreast of industry and technology trends; educate and advocate for customers on the basis of these trends
  • Ensure open enrollment success by partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks
  • Become proficient in Benefitfocus Customer Success Management Methodology
  • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction
  • Customer facing services role that focuses on customer relationship management, customer consultation, project management and issue and escalation management at both the business owner and executive levels
  • Functional domain expertise with HRIS, Payroll and/or connected systems
  • Project management experience with HRIS, Payroll and/or connected systems
  • Successful at engaging across corporate functions (Professional Services, and Product Management)
  • Excellent verbal and written communication skills, including the ability to lead effective meetings and drive and influence outcomes
  • Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity
  • B.S. or B.A. required, MBA preferred
  • 5+ years’ experience in Customer Success, Account Management or Delivery Management roles with experience managing large and complex organizations
  • PMP desired
  • GBA desired
  • Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed-loop follow up processes to ensure resolution to any issue causing dissatisfaction
  • Drive Customer Growth and optimize customer ROI: Identify opportunities to grow the revenue and maximize utilization of key platform features
  • Maintain Customer Financial Health: Improve customer profitability by focusing on revenue opportunities, efficiencies and reduction of issues
  • Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed with quality for a smooth OE experience for members and carrier partners
185

Technical Customer Success Manager Resume Examples & Samples

  • Identify opportunities for the customer to increase the value they receive from Cloudera
  • Liaise with internal teams (sales, engineering, product and support) to ensure bi-directional communication and promote customer success
  • Lead regular touchpoints with the various groups within an account and drive account planning
  • Take ownership for the customer’s satisfaction with Cloudera
  • Onsite visits with the customer (typically 2-3 days/week onsite)
  • Great communication skills and a desire to build relationships
  • A passion for technology
  • An understanding of support case management
186

Customer Success Analyst Resume Examples & Samples

  • Support Box Customer Success Managers (CSMs) in their interactions with customers: run customer usage reports and perform applicable analysis, respond to customer inquiries, schedule meetings with clients CSMs and clients, and provide assistance with ad hoc customer related tasks
  • Assist with customer follow ups and customer facing deliverables such as quarterly business reviews and the associated analysis/recommendations
  • Help CSMs by tracking key metrics in accounts to proactively identify and eliminate churn risk when applicable
  • Work closely with CSMs and CS Management to build out internal deliverables around strategic projects
  • Help identify process improvements within the CSM workflow to increase overall team efficiency
  • Build a strong network of Box resources across CS, Product, and Sales
  • Execute on high volume activities (ad hoc communication, feature request tracking, unscheduled functional support, creation of customer reports, escalation to user services, etc)
  • Identify value-added analysis that enables strategic CSM conversations with Box customers
  • Strong technical aptitudecoupled with an ability to quickly learn and utilize tools such as Salesforce, ZenDesk, the Atlassian product suite, and the Microsoft Office suite
  • Self-motivated with the ability to manage competing deadlines
  • Able to work effectively on cross functional teams
  • Enjoy working closely with customers to ensure both short and long-term success
  • Interest in taking initiative to identify opportunities to optimize processes, solve problems, and identify long-term solutions
187

Senior Account Executive, Customer Success Resume Examples & Samples

  • Lead the process of taking customers’ questions, designing a data analysis plan to answer those questions, and illustrating the results in a clear, visually-appealing format
  • Interpret survey results and identify customer implications: drive the results from data into insights and recommended customer actions based on analysis, pattern recognition, and experience
  • Create project timeline and roadmap; ensure the project logistics are on track; dive deeply into problems when complex situations arise
  • Maintain high accuracy standards
188

Customer Success Manager, Senior Resume Examples & Samples

  • Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance
  • Diffuses high-tension situations confidently & effectively
  • Exudes confidence and instills confidence in others
  • Ensures the mission, goals and priorities are understood by all
  • Minimum of 5 years relevant nonprofit or customer success experience
  • Comprehensive understanding of Blackbaud products
  • Experience in one or more vertical industries within the nonprofit community
  • Excellent written and oral communication skills
189

Iaas Customer Success Manager for Switzerland & Southern Germany Resume Examples & Samples

  • Driving high customer Satisfaction through the adoption of the Oracle IaaS
  • Develop reference accounts
  • Experience in a customer-facing, role such as consultant, solutions engineer or hands-on Customer Success Manager in the Cloud ecosystem
190

Senior Customer Success Analyst Resume Examples & Samples

  • Provide technical leadership to the customer success team
  • Work with cross-functional teams to deliver the best solution to meet business needs
  • Articulate customer business needs to cross-functional organizations and drive delivery of best in class solutions
  • Build programs to measure and improve the customer experience for day-to-day operations
  • Build programs to measure and promote customer adoption
  • Experience in the architect of an enterprise class relational database
  • Experience with managing multiple simultaneous complex projects
  • Experience with Hybrid Cloud deployments
  • Strong understanding of Teradata architecture
  • Must provide process guidance and technical leadership to the Customer Success team
  • Master’s degree in Business Technology, Computer Science, Management Information Systems, or Business Administration
  • Experience in migrating customers from an on-prem to Cloud environment
191

Director of Customer Success Resume Examples & Samples

  • Actively participate in capacity planning and augmentation of our global CSM team Create strong alignments with Strategic account executive team, other internal teams while identifying add on and new service opportunities
  • Manage and mentor our growing CSM team on best practices, developing them into trusted advisors, driving professional growth plans Identify key processes for to easily identify at risk accounts and provide remediation workflows
  • Work with internal champions to identify trends and uncover opportunities for improved or new engagements for our enterprise customers
  • Provide strategic vision and direction to the Platinum, At Risk, Retention, and new customer programs including customer onboarding and retention
  • Develop consistent best practices processes to ensure each new customer maximizes the ROI of their Hadoop implementation and enjoys the full value of their Hortonworks subscription
  • Customize Customer Success plans with strategic accounts, establishing KPIs to allow the customer to achieve their goals
  • Scale a model that ensures that customers have a positive customer experience across all customer types
  • Manage escalations from strategic accounts when necessary by marshalling internal resources: advocate for the customer while managing customer expectations
  • This position will also assist with the collection, analysis, and consolidation of key operational metrics, as well as building and managing key business metrics that provide additional insight into our Support revenue streams
192

Customer Success Analyst Resume Examples & Samples

  • Develop and foster relationships within all levels of customer organization
  • Retain and grow Blackbaud business with active customers
  • Execute ongoing Customer Success process improvements
193

Customer Success Manager, Atlas Resume Examples & Samples

  • A Bachelor's degree
  • At least 3 years of business analyst and customer-facing experience, ideally in top-tier consulting firms, investment banking, or fast-growing software companies
  • Proven success in combining a strong analytical mindset with a proactive customer success approach
  • Experience with or aptitude for learning enterprise infrastructure technologies; exposure to the SaaS business model, MongoDB or NoSQL databases is a plus
  • Strong familiarity with Salesforce; additional familiarity with customer success software and marketing automation tools
  • Strong communications skills and ability to effectively interact with customers and internal business partners at all levels of the organization
  • Strong attention to detail, be organized and thrive in collaborative environments
  • Experience in the software industry, enterprise software sales, and/or servicing SaaS customers
  • Lead the development and design of end-to-end customer lifecycle and touch points, e,g, onboardings and check-ins
  • Partner with sales executives to ensure customers are informed of new products and features, and help influence contract renewals and upsells
  • Work broadly across the organization to identify, prioritize, and develop systems and processes to enhance the MongoDB Atlas Customer Success Program
194

Customer Success Business Operations Regional Leader Resume Examples & Samples

  • Ensures consistent implementation & usage of all relevant models, practices and tools
  • Operates in line with Oracle policies, business practices and procedures
  • Provide business approvals in a timely manner and with meaningful business feedbacks
  • Minimum of 5 years of experience in international IT
  • Good knowledge on Cloud solutions
  • Experience with working with Regional teams
  • Extensive experience of working with senior leaders
  • Advanced Excel Skills (Formulas/Pivots/Macros) would be preferred
195

Customer Success Business Operations Regional Lead Resume Examples & Samples

  • Ø Minimum of 5 years of experience in international IT
  • Ø Good knowledge on Cloud solutions
  • Ø Experience with working with Regional teams
  • Ø Extensive experience of working with senior leaders
  • Ø Experience with change and transformation
  • Ø Fluent in English (Spoken & written)
  • Ø Advanced Excel Skills (Formulas/Pivots/Macros) would be preferred
196

Paas Field Customer Success Manager Resume Examples & Samples

  • Perform rapid assessments of clients internal technology landscape, identify use case scenarios and deployment targets for Public Cloud technology
  • Added-value selling skills
  • Proactive and proven approach to problem solving
197

Paas Field Customer Success Manager Middle East OD Prime Resume Examples & Samples

  • Serve as the customers advocate and provide feedback to product management and development organizations
  • Flexibility, this is a high growth area that requires agility
  • Fluent English and French language mandatory
198

Dutch Customer Success Manager Resume Examples & Samples

  • Minimum 2+ years experience in a client-facing/account management role
  • Fluent in English and Dutch
  • Super organized, quick learner who works well under pressure
  • Strong negotiation skills, comfortable discussing financial options, and dealing with cancellations
199

Paas Field Customer Success Manager OD Prime Dech Resume Examples & Samples

  • Responsibility to on-board seed systems onto Public Cloud and provide guidance in identifying opportunities where Oracle Public Cloud can be leveraged and upselling ancillary services and emerging technology
  • Identify replenishment risks and collaborate with Oracle internal teams to remediate and ensure ongoing replenishment
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Development of reference accounts
  • Proven experience of Oracle Technology success with customers
  • An understanding of development and deployment concepts and tools that enable successful Public Cloud deployments
  • Ability to become a trusted customer advisor and to build a network of influence within the customer
  • Excellent communication skills, external customer communication, but also internal communication, including escalation coordination
200

Paas Field Customer Success Manager OD Prime France Resume Examples & Samples

  • Serve as the primary point of contact for Oracle Digital Prime customer’s post Cloud sales activities
  • Provide forecasts on likely future customer consumption and renewals
  • Experience in a customer-facing role
  • Ability to work with an expanded team within Oracle
  • Fluent English and French mandatory
  • Ability to travel 40%+
201

Iaas Customer Success Manager Resume Examples & Samples

  • This includes customer onboarding (technical hands-on workshops or use case workshops), architectural advisory, use cases selection and implementation guidance, monitoring and reviewing of key adoption milestones and discovery of up-sell/cross-sell opportunities. Drive an account plan for your customers to go-live with Oracle IaaS
  • Identify potential for growth and work with the Account team to successfuly close this
  • Hands-on Public Cloud expertise e.g. Oracle Public Cloud, AWS, Azure, Google Cloud, VMware, Docker
  • Good listener, product and client-centric attitude, strong in relationship building, good communicator, and coordinator, leadership skills across various business units
  • Fluent in English and Polish
  • Willingness to travel to customer locations throughout Germany and Switzerland (approx. 40%)
202

Customer Success Operations Manager Resume Examples & Samples

  • Ability to analyze, manipulate, and draw actionable conclusions from large sets of data
  • Ability to prioritize and execute tasks in a fast-paced environment and be flexible and multitask, coordinate numerous projects with keen attention to detail
  • Proven track record of experience with customer success and/or managing operations for fast growing teams; experience working in a team oriented, collaborative environment
  • Exceptional verbal and written communication skills with the ability to present to diverse audience both internally and externally
  • Familiarity with Salesforce and Gainsight
  • Experience with or aptitude for learning enterprise infrastructure technologies
203

Customer Success Account Executive Resume Examples & Samples

  • Understand how different types of data flow into our software, and how the data and algorithms come together to create our marketing optimization recommendations
  • Create supporting materials used by the team to train customers on our software
  • Oversee and execute the design, development, fielding and monitoring of survey instruments, the key data feed for our media optimization software
  • Oversee 3rd party partners who program and field the survey and other data-capture instruments
  • Capture and document the outcomes of meetings and discussions, immediately, to keep the team focused
204

Customer Success Account Manager Resume Examples & Samples

  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Provide scheduled and as-needed operational reviews with the customer
  • Coordinate post-sales account activities with the services and sales organizations
  • 8+ years’ work experience in a customer-facing customer success, account management, or consultant role
  • Proven record of professional customer service in a high growth environment
  • Able and willing to travel as the job requires
  • Familiarity with AppDynamics Products, and Gainsight a plus
205

Senior Global Customer Success Manager Resume Examples & Samples

  • Lead a team to manage customer data including users, alignments, hierarchies and permissions. Develop strategies to reduce risk and increase customer ownership
  • Lead team of deployment managers, partnering with corporate customers to deploy new capabilities and drive adoption
  • Identify and implement strategies to improve customer onboarding experiences and drive overall adoption of the platform
  • Develop and implement strategies to support global rollouts
  • Partner with divisional leadership on priorities, SLAs, key performance metrics
  • Partner with commercial solutions teams to identify product improvements that can improve the deployment, adoption, and customer data management results
  • 8+ years of relevant industry experience
  • 3+ years managing a team
  • Experience working with cross-functional business stakeholders
  • Master’s degree in business administration (MBA)
  • Effective oral and written communication skills, organizational skills, good attention to detail and use of sound judgment in a fast-paced environment are essential
  • Must have well-developed leadership qualities
  • Experience in customer data management
  • Excellent communication skills, including direct customer interaction, ability to answer IT related questions
  • Organization and time management skills
  • Work well with teammates to overcome challenges
206

Head of Customer Success Resume Examples & Samples

  • 5+ years of experience in Client Success Management and/or Account Management
  • 5+ years of experience managing top tier customer relationships and contract renewals with a SaaS product
  • 5+ years of people management experience with a proven track record in engaging and developing the capabilities of a team and getting the best out of people
  • Experience managing a front line operational team, ensuring customer success and operational efficiency
  • Demonstrated ability in driving customer retention and fostering meaningful client engagements
  • Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
  • Meticulous attention to detail, and a resourceful problem-solving attitude
  • A passion for building valued relationships with customers and managing the financial impact that clients make to the overall organization
  • An analytical and results focused mindset, coupled with a creative make-it-happen spirit
  • Ability to develop a strong expertise in the ticketing industry by identifying trends, market challenges, and competitive offerings
  • Strong desire to build something and to work in an innovative and dynamic company
207

Yelp Wifi-customer Success Manager Resume Examples & Samples

  • 3+ years account/customer management or equivalent, preferably in a SaaS or software-driven environment
  • Held a customer facing role previously and you loved it! Some call you obsessively customer focused and you take it as a compliment
  • A team first approach - you love being the best, but you also love sharing in other teammates successes!
  • Excellent interpersonal and communication skills (verbal and written)
  • A hunger to build a company and add value any way you can
  • A second nature that is time management and prioritization
  • Multi-tasking as your middle name, you keep your cool in high-pressure situations
  • A college or university degree
  • Ability to analyze data and provide recommendations verbally and through reporting
  • Excel proficiency
208

Customer Success Analyst Resume Examples & Samples

  • Lead ongoing analysis of business performance to support daily operations
  • Design and interpret key performance metrics. Deliver insights & recommendations
  • Assist in developing and delivering presentations for senior executives
  • Support strategic initiatives including moving SalesforceIQ CFL org into Salesforce org
  • Assist in troubleshooting operational issues as they surface; propose changes to systems/ processes to fix root causes
  • Prepare analysis and recommendations for strategic decision making
  • 2-4 years of relevant professional experience
  • Valuable work experience focused on quantitative analysis, Excel, and logical reasoning
  • Bachelor's degree from an accredited university. MBA a plus
  • Self-starter and high degree of motivation to go above and beyond the task at hand
  • Exceptional problem solving skills: demonstrated ability to structure complex problems, develop solutions
  • Strong presentation skills, especially related to building compelling PowerPoint presentations
  • Experience with SQL, Tableau, and/or Business Objects (or similar analytical packages) a plus
  • Prior SaaS experience and/or Knowledge of Salesforce and additional CRM providers is a big plus
209

Director of Customer Success Resume Examples & Samples

  • Designs and manages an end-to-end Customer Success and onboarding process for all strategic customer engagements
  • Works with sales team to clearly identify all customer stakeholders (engineers, managers, executives) that play a role in both installation and operations
  • Proactively engage customers to define and communicate joint expectations and business needs through installation, project handoffs, and into operations
  • Owns scheduling of customer kickoff meetings immediately upon contract closure
  • Closely partner with the Customer Installation Group PM team to ensure crisp and clear hand off from the Sales and FAE teams to Design and the installations project manager
  • Works directly with customers to ensure they agree to executing critical path actions necessary as defined in the Installation Execution Document
  • Incorporates motivating, creative, and interactive communication techniques to enhance the onboarding experience, in an effort to maximize customer engagement and loyalty
  • Identifies and follows up with Bloom team members to ensure they are aware of key customer requirements and expectations
  • Acts as the first point of escalation for issues that arise throughout installation and during the handoff checkpoints, from contract closure to installation acceptance
  • Ability to assess and act on changing priorities, while still maintaining attention to detail and executing on tight deadlines
  • Remains calm under pressure while working to tight deadlines
  • Maintains customer loyalty by serving customers above and beyond their expectations and acts as an internal champion on behalf of the client
  • Tracks and administers quarterly metrics tied to customer sentiment/excitement, internal post-mortem feedback, installation milestones, and customer handovers to Field Service
  • 12+ years of client facing experience in project management and/or consulting for a technology company
  • Strong educational background (Bachelor’s Degree), preferably in the fields of computer science, engineering or business systems. MBA and/or PMP Certification are a plus
  • Experience with customer onboarding, CX, service and/or negotiations
  • Demonstrated ability to manage multiple customers, projects, and work streams simultaneously and efficiently
  • Flexibility to adapt to ever-changing requirements in existing territories and additional requirements for new territories
210

Iaas Customer Success Manager / Specialist Resume Examples & Samples

  • Drives our IaaS customers fast adoption of the Cloud IaaS acquired, throughout the entire territory assigned to her/him
  • This includes customer onboarding (technical hands-on workshops or use case workshops), architectural advisory, use cases selection and implementation guidance, monitoring and reviewing of key adoption milestones and discovery of up-sell/cross-sell opportunities
  • Drive an account plan for your customers to go-live with Oracle IaaS
  • Performs rapid assessments of clients internal technology landscape and targeting use cases and deployment targets for Public Cloud technology
  • Educate customers on new features / services/ use cases
  • Strong Infrastructure knowledge: Systems, Storage, Networking , IT Operations, Virtualization technologies, Operating Systems (Linux)
  • Fluent in English and German
211

Technical Customer Success Manager, Analytics Resume Examples & Samples

  • Assist in enabling new TIBCO customers, gaining a high-level understanding of their project goals and timelines and offering best practices advice and advocacy services throughout the entire customer journey
  • Manage customer issues related to the installation, configuration, and implementation of TIBCO products on a timely basis and with a high level of communication and appropriate establishment of expectations
  • Log defects and enhancement requests on behalf of customers and identify immediate workaround solutions
  • Contribute product and solution knowledge for our internal and shared communities
  • Prepare and deliver product demonstrations and presentations that address client technical and business requirements
  • Clearly and professionally communicate with customers, partners, and co-workers
  • Adhere to and enforce company policies and procedures
  • BS Degree in a technical or related field, or equivalent experience
  • 3+ years experience with
212

Saas Customer Success Manager Resume Examples & Samples

  • Build, develop and maintain a territory management approach to implement ‘effective” customer coverage through customer portal and other mechanisms, to ensure regular proactive communication with our volume install customer base
  • Research and survey customers’ business objectives and definitions of success (ROI). Gather baseline metrics and create and execute customer facing activities a covering all the customer lifecycle stages
  • Collaborate with Oracle’s Marketing team to develop create and implement territory campaigns with management assistance
  • Work closely with the renewals team to ensure adequate awareness around the volume customer base due to renew each quarter in advance
  • 5+ years experience providing advisory/territory management services
  • Experience creating programs in particular around automation and self service
  • Experience in setting IT Strategy and leading business organizations through change driving user adoption
  • Experience supporting the implementation of enterprise-class, mission-critical applications
  • Technical background ideally with Oracle experience is preferred
  • Passion and ability to influence, facilitate and juggle a number of competing issues at any one time
  • Fluency in spoken and written English and in at least one of the additional European languages is a must e.g. Dutch, French, German, Dutch, Italian or Spanish, other languages e. g. Nordic, Eastern European Languages or Arabic would be an asset
213

Summer Intern, Customer Success Group Resume Examples & Samples

  • Learn about Salesforce, our Ohana and how Customer Success organization supports the corporate V2MOM
  • Hands on Salesforce training
  • Analyze organization's progress against fiscal year scorecard metrics (such as: Adoption, Renewals) and identification of most effective focus areas for remainder of year
  • Assist creation of Reports & Dashboards to support operational goals
  • Organize customer events; liaise with marketing team to generate demand and secure customer participation
  • Work on 1-2 special projects yet to be identified
214

Customer Success Executive Resume Examples & Samples

  • Produce and deliver quality presentations on at least a quarterly basis to showcase customer growth, trends, and product/industry maturity
  • Consulting background, sales or similar experience at the enterprise level
  • Customer Services experience
  • Additional European languages
  • Professional project management experience
  • Formal technical support experience; help desk experience ideal
  • Knowledge of common help desk/ticketing solutions
  • Familiarity with CSS, HTML
  • Experience with Zendesk, Salesforce and GoodData a plus
215

Customer Success Operations Specialist Resume Examples & Samples

  • Stronger business acumen and ability to understand the business value of the product
  • Ability to build and analyze reports using BI tools and Salesforce
  • Usage report monitoring – making sure it is always active
  • Expanding Proactive Monitoring and looking for trends in the data to indicate a bigger issue, build a more predictable proactive monitoring process
  • Understand the org to account/opportunity relationship and drive org management and org reporting with the PM space
  • Manage the administration, configuration, and maintenance of Customer Success tool (Gainsight) within Salesforce.com
  • Assistance with creating, establishing and managing policies/procedures for Informatica’s Customer Success methodology, with a goal of increasing customer satisfaction and retention
  • Create and perform Customer Success training as required. Can include training on the use of CRM, the demonstration of best practices and CSM Methodology, as well as new process introductions
  • Coordinate, prioritize, execute, and report on all Customer Success field initiatives including surveys, NPS, references, case studies, and more
  • Assist BI team in developing comprehensive reporting that will be used to support the business and ensure compliance is occurring
  • Collaborate with other internal groups to define and document internal and cross-functional processes
216

Regional VP, Customer Success Resume Examples & Samples

  • Responsible for managing a region on our N. American Customer Success Team with overall responsibility for customer loyalty, renewal, referencability, and portfolio expansion
  • Reports directly to the AVP – National Sales
  • Responsible for managing a team of 5 to 8 individual contributors focused on customer satisfaction and bookings activities
  • Develop and deploy programs focused on driving high customer satisfaction and loyalty
  • Bachelor’s degree and 10+ years of sales and/or account management experience, previous management experience preferred
  • Experience in the Human Capital Management industry desirable
  • Demonstrated ability to drive customer renewals
  • Demonstrated track record in achieving bookings targets, managing large account management teams, and driving customer success and referencability. Ability to push past rejection to achieve results
  • Proven leadership and ability to drive successful sales [and Customer Success] teams
  • Ability to work with customers directly to help overcome challenges and convert challenged customers into referencable customers
  • Strong verbal and written communication skills with the ability to build and deliver powerful presentations
217

Customer Success Lead, HP Indigo Resume Examples & Samples

  • Technical University or Bachelor's degree
  • Typically 8-12 years experience in technical consultative selling and account management
  • Knowledge in Label & Package print industry is preferred
  • Can do good presentation/communication with C level customers
  • Good English ability
218

Customer Success Activation & Onboarding Resume Examples & Samples

  • Compress the time from order to service activation with proactive management of the activation and provisioning process for North America PaaS and IaaS customers
  • Track activation resolution status continuously, validate Correct Provisioning in the Correct DC, Zone & Identity Domain, and drive any issues to resolution to the customer's satisfaction
  • When needed, provide remote support for 1:1 customer onboarding workshops – leading those workshops if needed, or providing demo support and supporting coverage
219

Customer Success Manager / Director Resume Examples & Samples

  • Customer engagement including renewal and expansion of the platform, promoting maximum value for the investment in Salesforce, aiming for full adopotion and utilisation of licenses, across a portfolio of customers
  • Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals
  • Orchestrate Billable Success Services such as Program Architects, Strategic Services and Accelerators as examples
  • Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and Salesforce
  • Coach customers to ensure they are leveraging all available Salesforce Success Services such as Help & Training, Communities, User Groups and Webinars
  • Identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
  • Working within an account team matrix, lead C-level stakeholders towards identifying their vision by evangelising the capabilities of Salesforce.com across CRM domains (Sales, Marketing, Service)
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce features and associated business benefits to address their needs
  • Serve as a customer advocate in driving industry best practices and the evolution of Salesforce products and platform functionality, facilitating courses and administrative services integral to the customer's success
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimise customer attrition
  • BA/BS degree, MSc preferred
  • Ability to prioritise, multi-task, and perform effectively under pressure
  • Experience with account portfolio planning and prioritisation
  • Knowledge of salesforce.com product and platform features, capabilities, and best use or alternative CRM or Cloud platforms
  • CRM or IT experience and knowledge of Salesforce competitive landscape and technical ecosystem
  • Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts, multi-tenancy)
  • Fluency in French and English is essential for this role
  • Flexibility for travel (Approximately 20%)
220

Customer Success Manager, San Jose Resume Examples & Samples

  • Minimum of 3+ years in a CSM equivalent role or prior relevant Equinix experience
  • Proven track record in building positive relationships with clients
  • Experience in a technical industry; preferably IT, telecommunications or data centers
  • Able to plan, execute and manage high volumes of work
  • Embraces change
  • Excellent written and verbal English communication skills are essential
  • Able to train and/or mentor others
221

Head of Customer Success, Growth Resume Examples & Samples

  • Refine the Commercial & Scaled CSM charter, deliverables, and org structure towards enabling growth via a scaled, medium touch model
  • Orchestrate the breadth of Adobe resources (Delivery/Consulting, Adobe Experts, Customer Care, Customer Success Managers, Product Teams, etc.) to delight the customer throughout their experience in this segment, drive adoption of solutions and highlight value back to the customer
  • Design coverage, prioritization, and financial models to drive optimal business outcomes for Adobe
  • Partner with sales management to align on objectives and achieve and exceed retention, growth and satisfaction targets
  • Measure effectiveness of the team, capture operational metrics, create a cadence for review within team and expose metrics and associated insights to the executive and ecosystem teams
  • Advocate for customers; develop and nurture key executive customer relationships
  • Lead team to proactively identify customer risk and execute on “get well” plans
  • Maintain regular and appropriate communication and governance with both internal and external teams to ensure alignment and transparency
  • Recruit, mentor, motivate, and retain top talent
  • Drive cross-functional clarity and ownership on customer experience touchpoints, collect & share company-wide feedback to improve customer experience
  • Continue to build out a world-class customer success toolkit that will enable every one of our CSMs to perform at his/her best
  • Advocate for the CSM role within Adobe; be knowledgeable and communicative about CSM best practices & trends
222

Senior Customer Success Mgr-japan Resume Examples & Samples

  • As the Senior Business Relationship Manager, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
  • Mentor and foster a working collaboration between customers, other BMC functions and partners
  • Ensure customer renewal and drive the growth of customer advocates
  • Partner with Sales to manage assigned accounts to ensure customer success with BMC
  • Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map solution features and associated business benefits to address their needs
  • Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs
  • Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan
  • Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer's success
  • Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and BMC
  • Work with the other areas within SaaS Operations and overall BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience
  • Minimum 8 years relevant work experience
  • Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
  • Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business)
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
  • Prior experience with medium-large, complex project implementations
  • Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months
  • Information Technology Service Management (ITSM) products such as HP Service Desk, BMC Remedy, BMC Remedyforce, BMC Service Express / Magic, ServiceNow, Heat, Frontrange, or other commercial ITSM products
  • ITIL and all aspects of Service management including Service Desk, Configuration Management, Change Management, Asset Management, CMDB, Service Catalogs and Knowledge Management. ITIL V2 and/or V3 certification strongly preferred
  • Knowledge of SaaS concepts, terminology and best practices
  • Deep ITSM or IT experience and knowledge of competitive landscape
  • Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
223

Customer Success Account Manager Resume Examples & Samples

  • Campaign and prospect to drive user adoption and multi year renewals
  • Compile target lists for campaigns and outbound calling to customer base to ensure they are happy, healthy and productive
  • Work effectively with existing customers and make quantified solution recommendations by matching business requirements to their award winning solution
  • Manage and document details of the sales cycle in Salesforce.com
  • Best in class pipeline and forecast management
  • Work with inside sales representatives, field account managers and the wider eco system putting plans in place to get in touch with all customers ensuring they are adopting solutions and being successful
  • Develop reference accounts within the designated region
  • Work as part of a sales team in an assigned geography
  • Effectively articulate the value of software to both technical and non-technical buyers
  • Be able to handle conflict and difficult situations
  • Demonstrate effective time management and planning to meet and exceed goals
  • Good organisation is key for this multi tasking role
  • 4 year University degree required
  • Candidates should have 1 year sales experience or a background in numbers – accounting,
  • Finance, banking
  • Highly motivated and professional with excellent communication skills, highly confident and
  • Goal-oriented
  • Must have high ethics, integrity and a desire to be part of a rapidly growing sales and support
  • Organisation
  • Experience in software start-up and competitive software sales environments
  • Excellent organisational, analytical and problem solving skills
  • Team player with solid communication and presentation skills
  • Strong skills in data analysis and sales tools use
  • Ability to work independently and proactively in a dynamic start-up environment
224

Field Customer Success Manager Resume Examples & Samples

  • Conduct regular business reviews with clients
  • Identify replenishment risks and collaborate with internal teams to remediate and ensure ongoing replenishment
  • Operate as key conduit for knowledge transfer to install base
225

Head of Customer Success Resume Examples & Samples

  • Hire, manage and lead a team of Partner Success, Account Managers and Launch Coaches
  • Manage on-boarding, ongoing support, and retention
  • Own everything involved in making our customers successful
  • Design policies and processes that support an excellent customer experience for our valued clients and their employees
  • Influence future lifetime value through higher product adoption, and customer satisfaction
  • Be a reliable conduit for customer feedback, sharing key customer insights with colleagues to help in developing new/modified processes to best meet client needs
  • Act as the voice of their customers internally at LeagueAPps, interfacing with sales, product and engineering teams
  • Measure effectiveness of Customer Success
  • Inspire customer success across the entire company
  • Reduce churn
  • 7+ years’ experience in a B2B/SaaS startup as a Head of Customer Success or a similar role
  • Exceptional written and interpersonal communication skills, with an empathetic, questions-first approach to all interactions with the client and/or their employees
  • Shown ability to manage and prioritize your time based on whatever is thrown at you, ability to maintain calm in a fast paced and ever changing environment
  • Comfort engaging with end-users, evangelizing LeagueApps and driving adoption across multiple stakeholder groups
  • Ability to deeply understand how our customers successfully utilize our solution
  • CRM (Salesforce) and customer support systems (Desk) experience
  • Amazing organizational skills
  • High-growth companies and/or start-up experience a plus
  • You enjoy planning, executing, winning, and celebrating as a team
226

Senior Customer Success Director Resume Examples & Samples

  • Responsible for performance, retention, growth, corporate satisfaction, and network satisfaction of assigned accounts
  • Build and maintain deep, long-term relationships with corporate C-level contacts and key personnel
  • Provide proactive and routine communication with corporate and conduct regular account reviews to ensure client satisfaction with performance, products and services
  • Proactive management and communication on key KPIs with deep understanding of KPI drivers to further drive success or address potential problems
  • Identify client risks, design and implement remediation plan and own remediation process to resolution
  • Utilize Centermark analysis to provide business insights and uncover areas of opportunity and growth
  • Develop deep understanding of client s industry, business model and business objectives
  • Drive and implement client specific strategy based on client s needs and business goals to maximize ROI and full potential of WBN offerings
  • Make recommendations on what will work best for franchise accounts and multi-location businesses leveraging industry knowledge, trends and best practices
  • Serve as an extension of clients internal marketing department as a trusted, strategic partner
  • Properly leverage internal resources for delegation and account support including Associate Customer Success Directors
  • Provide mentorship and guidance to location level support to ensure network satisfaction and success and provide professional development opportunities
  • Monitor and report on WBN performance against network service level agreements and flag/remediate potential issues
  • In depth understanding of digital marketing landscape and ongoing research for application with clients
  • Plan, organize and attend client in-person events, regional and annual conferences/conventions, quarterly business reviews and other ad hoc events as needed
  • Track record of being a solution oriented individual who has successfully developed/deployed program improvements
  • Past experience to managing complex cross-department projects
  • Experienced in handling escalation conversations with both corporate and local contacts
  • Previously managed a book of business with high revenue impact
  • Ability to scope accurate Statements of Work that properly outlines deliverables for client projects
  • Digital Marketing expertise in PPC, SEO, Email Marketing, Social Advertising, Display
  • Enterprise sales and services experience working with VP and C-Level Executives
  • Strong interpersonal skills and ability to build rapport
  • Minimum of 5+ years of relevant work experience
  • Bachelor's Degree (preferred with concentration in Marketing)
  • Digital marketing experience required
  • Certified Google Advertising Professional
  • SAAS experience preferred
227

Erpm Customer Success Manager Resume Examples & Samples

  • Educate clients on the value of the overall solution and encourage optimal utilisation
  • Facilitate relationships across various client teams, brands, and/or departments to further strengthen Oracle’s partnership with clients
  • Be an expert on the client's ERP strategy and the go-to person for their strategic business direction
  • Experience with cloud-based/SaaS solution offerings- preferably in the area of ERP, specifically Supply Chain, Order Management, Inventory and Manufacturing
  • Demonstrated experience working with the executive level in client environments
228

Virtual Customer Success Manager Resume Examples & Samples

  • Required Experience, Skills and Alignment
  • 3-5+ years technical, business and/or sales experience
  • LI-APJ-LZ1
  • LI-APJ-AL1
229

Customer Success Manager, Latin Resume Examples & Samples

  • Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function
  • Focus on ensuring Cisco customers successfully maximize the value they receive from our solutions and attain their business outcomes through Cisco Software, Cloud, XaaS, AS, TS, Manage & Operate, solutions, as well as any other components that are suitable for a subscription model
  • Measure and the report the impact of the offerings currently in place, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes
  • Lead to the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer
  • Proactively qualify, communicate and transition the identified opportunities into Cisco Sales
  • Drive the successful introduction of the new solutions based on the customer expected outcomes
  • Establish a common understanding with the customer for the ROI they are receiving from Cisco Solutions as the ADOPTION and EXPANSION strategy is executed
  • Advocate on behalf of the Customer ensuring a superior Cisco experience
230

VP, Customer Success Resume Examples & Samples

  • Lead the development and growth of a team of 5 Customer Success Managers across New Relic’s top accounts
  • Manage your team to develop strategic implementation plans that maximize the time to value for customers, focusing on product adoption, customer satisfaction and business goals
  • Track accounts to identify early risk factors, and work proactively to eliminate that risk
  • Design reusable materials that will continually enhance the efficiency of customer on-boarding
  • At least 5-10 years of direct management experience of key account management/customer success teams, with a track record of success
  • 7+ years relevant work experience preferably with a professional IT services company or SaaS software provider
  • Ideally combined background of post-sale and sales experience
  • Previous customer enablement and training experience
  • Previous SaaS and enterprise software experience
  • Proficient understanding of Web/Mobile app development & architecture
  • Ability to learn and adapt quickly in a high-growth, dynamic environment
231

Senior Principal Customer Success Manager Resume Examples & Samples

  • Coach customers to ensure they are leveraging all available Salesforce Success program and services such as Help & Training, Communities, User Groups, webinars etc
  • Working within an account team matrix, lead C-level stakeholders towards identifying their vision by evangelizing the capabilities of Salesforce.com across CRM domains (Sales, Marketing, Service)
  • Where appropriate, partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals
  • Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
  • BA/BS degree, MSc prefered
  • Credible and effective C-level advisor and coach, especially around change management (cultural, technical and business)
  • CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem
  • Flexibility for travel (approx 20%)
  • Fluent in English and Second European language is a real plus (German and/or French)
232

Customer Success Resume Examples & Samples

  • Fulfillment of work preparation activities required for the deployment of the delivery strategy of the organization
  • After having quickly learned the usage of SAP-internal tools and infrastructure, the intern is expected to prepare the data required to engage with customers
  • Verify contractual status of customers (delivery model) and internal customer segmentation
  • Document customer partner roles in SAP’s internal systems and contact details
  • Double-check assignment ownership with other SAP-internal teams (Account/Field teams, support account contacts, etc.)
  • Prepare workload batches for interaction with the Customer Interaction Center organization and trigger approved customer engagements via our internal infrastructure
  • Verify in SAP’s internal systems SAP’s previous engagement history with customers
  • Help to qualify delivery for customers with ‘partner’ status
  • Master data maintenance, quality assurance, and documentation
  • Resolve issues accessing knowledge bases and addressing to responsible areas
  • Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and global teams
  • Undergraduate students in business administration, statistics or related areas, IT/Computer science (to be graduated in approximately 24 months – 2019/2)
  • Proficient in MS Office: Excel, Word, and Power Point
  • Fast learner
  • Well organized, pro-active, and reliable
  • Fluent written and spoken English required
  • Written and spoken Spanish an advantage
  • Accuracy, attention to detail, and organizational skills
  • Proven ability to work well under pressure
  • Self-motivated, proactive, and solution oriented
  • Experience in reporting, master data maintenance, and quality assurance an advantage
  • Willingness to work with cross-functional teams
233

High Touch Customer Success Manager Resume Examples & Samples

  • Work onsite with customer and implementation partner in parallel to set up support, collaboration and governance as per SAP’s best practices
  • Proactive and reactive response to Early Warning System alerts for adoption and support derailers
  • Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution rollout and cycle planning)
  • Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the support engagement plan
  • Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support
  • Enable key customer stakeholders by providing guidance on the appropriate best practices (e.g. System Administrator)
  • Provide Quarterly Release Review to support customer to develop an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption
  • Orchestrate Top issue management and provide trend analysis for proactive risk mitigation
  • Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions
  • Provide scorecard to track goal achievement
  • Drive Customer Success Management onsite for key SAP Cloud customers across all cloud solutions
  • 75% travel / on-site presence with customers (customers will be assigned based on your office location)
  • You are highly customer focused, a proactive learner and you enjoy customer success
  • You delight in exceeding customer expectations
  • 3+ years working experience with proven track record of successfully leading top customer engagements
  • Bachelor's degree with MS or MBA preferred
  • Strong knowledge of business processes, SAP Cloud applications and SAAS business models
  • Customer orientation and focus on quality,
  • Excellent executive-level communication, presentation and interpersonal skills,
234

Saas Customer Success Manager Resume Examples & Samples

  • Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s chatbot roadmap and subsequently managing the activities to achieve the roadmap milestones
  • Participate in dialog design initiatives based on data analysis and observations of end-user customer experience
  • Utilizing Nuance’s in-house content management tools to build dialog flows and implement reporting changes
  • Ability to handle escalations and complaints from customers, and to drive appropriate handling from Nuance to address customer concerns
  • Experience in delivering Managed Services/Customer Success for a SaaS company
  • Customer-facing experience, preferably in customer success or custom application delivery role
  • Multi-project management; long-term relationship management; coordination of business experts, developers and testers; cross-functional collaboration
  • Experience with using an analytical approach to inform business/technical specifications and/or interface design
  • A general analytical approach to problems. An understanding of data sets and the ability to derive meaning from data
  • Ability to derive business benefits or improvement opportunities from analysis of technical data
  • Understanding system architecture, as well as the associated capabilities and limitations when designing applications
  • Self-motivated individual with a passion for excellence in Customer Care
  • 5+ years customer-facing experience, preferably in a SaaS customer success management or custom application delivery role
  • 2+ years in a role performing content or dialog management
  • Management of multiple technical projects
  • Experience leading geographically dispersed project teams
  • Background or experience in psychology or human factors engineering, user experience design or product design
235

Mgr, Customer Success CBC Resume Examples & Samples

  • Coaches and mentors a team of colleagues for a successful customer experience. Provides direction for the day-to-day activity of assigned employees. Ensures that all employees have the proper level of management needed to be successful including celebrating successes and managing poor performance
  • Works with Sage's CBC Leadership team to create, document, optimize and refine processes to allow Sage's CBC initiatives to scale in conjunction with Sales performance
  • Leads regular tactical and strategic meetings with Atlanta-based CBC team members to align with business priorities and drive overall performance
  • Supports all aspects of team operations, including: Trial, onboarding, nurture, retention, renewal and technical support
  • Understands the full spectrum of business problems and what drives business success and failures with related product/services, mentors colleagues so that compelling and relevant content is created to increase customer product usage and value realization
  • Builds relationships with cross-functional / cross CBC teams to effectively collaborate on issues for faster resolution and knowledge capture
  • Mediates difficult colleague and customer situations, provides oversight, guidance and direction to resolve conflict. Ensures a successful outcome for both the customer and for Sage. Acts as an advocate for the customer
  • Participates in Sales team meetings as necessary to ensure clear, consistent communication of CBC-specific processes
  • Develops and manages execution of strategy to drive customer adoption of self-service, Sage City and Sage University through user education
  • BA/BS or equivalent is required
  • Requires 10+ years’ experience in management, customer success in a software environment, or service industry experience, and at least three years of proven leadership responsibility
  • Deep business acumen and knowledge of the group of products that service the customer with the ability to grow and develop expertise
  • Ability to analyze data and implement operational improvements
  • Can easily change tactics midstream and adjust communications to ensure information is understood. Able to command attention and sell ideas in a presentation setting
  • Ability to effectively identify and partner with stakeholders and internal service providers
  • Demonstrated ability to respond effectively to multiple conflicting priorities, continuously prioritize and deliverables to respond to unexpected changes
  • Strong understanding of KCS, swarming concepts and reputation strategy to promote the benefits of the organization
  • Experience working in a Cloud or SaaS environment
236

Cdi-customer Success Engagement Director Resume Examples & Samples

  • At least 8 years of experience in software or high tech marketing, commercial operations, sales, or service
  • At least 3 years of experience managing direct reports
  • GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
237

Senior Customer Success Operations Analyst Resume Examples & Samples

  • Provide operational direction and execution to help the Customer Success organization run more efficiently, overcome operational obstacles, and make better business decisions
  • Deliver analysis, reporting, scorecards, dashboards and trending on a predictable cadence for the following components
  • 3-5+ years experience doing analysis, reporting, system administration, and process efficiency
  • Strong analytical skills, numerical ease, and technology savvy
  • Demonstrated leadership driving projects with cross-functional teams
  • Self-motivated and able to meet responsibilities with minimal direct supervision
  • Ability to recommend process improvement ideas and put them into action
  • Ability to build credibility with senior leadership
  • Exceptional presentation and receptive listening skills, with ability to effectively communicate ideas and influence all levels of the organization
  • Consultative approach, including ability to translate customer needs into innovative programs and business processes
  • Demonstrate strong problem solving skills, process-driven mindset, and resourcefulness
  • Flexibility in shifting directions quickly when priorities change; excellent multi-tasking skills and the ability to learn quickly in a dynamic environment
  • Proven ability to handle many diverse projects at once and meet deadlines in fast-paced environment with shifting priorities
  • Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders
  • Accountable team player with a constructive attitude, problem-solving and customer service mindset who is able to work with virtual cross-functional teams
  • Experience with Salesforce.com a must, system administrator training or certifications helpful
  • Strong proficiency with Excel required
  • Proficient knowledge of Google Suite a plus
  • Experience working in / with sales, account management or customer success a plus
238

Customer Success Operations Manager Resume Examples & Samples

  • Manage account setup and maintain accounts on the PubMatic system
  • Knowledge in regards to RTB/PMP and ad Networks; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms is a plus
  • Proficiency in Excel, preferably Excel Macros, MS Access; knowledge of MS Project, SQL and other Database tools is a plus
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes
  • Ad Trafficking exposure using Ad Servers such as DFP and AdTech a plus
  • Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
239

Customer Success Regional Manager Resume Examples & Samples

  • Maintain a high degree of customer satisfaction and serve as a customer's advocate within Red Hat
  • Develop and administer schedules and performance requirements
  • Implement strategic change for knowledge management, customer-centric support, and problem-solving
  • Provide leadership in troubleshooting, including proposing and discussing fixes, giving advice, and educating customers
  • Interact with management from the Sales, Services, Engineering, Product Management, and Support teams to prioritize customer requests
  • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
  • Provide guidance to associates within established company policies
  • Recommend changes to policies and establish procedures that affect immediate organizations
  • Work on issues of a diverse scope where analysis of situations or data requires an evaluation of a variety of factors, including an understanding of current business trends
  • Follow processes and operational policies in selecting methods and techniques
  • Frequently interact with other team leads, customers, and functional peer group managers
  • Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department
  • Proven ability to learn and apply new skills and processes rapidly as well as coach, mentor, and inspire others
  • Excellent leadership and coaching skills with demonstrated team management experience and customer focus and service orientation
  • Ability to identify potential, develop people, and motivate and set up a team from scratch
  • Excellent troubleshooting skills, with a passion for problem-solving and investigation
  • Ability to handle multiple issues, prioritize, and work well under pressure
  • Ability to work in a process-driven environment, as well as an environment where consultation with colleagues, taking initiative, and making judgment calls are necessary
  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates
  • Excellent English written and verbal communication skills
240

Customer Success / Account Manager Resume Examples & Samples

  • Drive customer success to ensure continued opportunistic license growth, implementation success and customer adoption
  • Develop, manage and maintain strong, active relationships with key customer stakeholders at all levels of the organisation
  • Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with Pega Consulting and Partner delivery teams
  • Discover and pursue radiation opportunities and be accountable for your own license sales quota
  • Demonstrated knowledge of, and experience with, helping Pega customers transform their business to improve performance, investments and ROI
  • Significant experience in enterprise software sales or services
241

Customer Success Resume Examples & Samples

  • People management: this role will lead a team of senior professionals covering Journey Design, CS IC Initiatives and Business Analysis
  • Establish the Azure Infrastructure Services Customer Success Strategy. This includes developing scorecard metrics and TLIs, compensation plans, CS org. field blueprint, headcount model and RolEx to drive consumption Azure workloads
  • Be the liaison with regards to Azure consumption with Engineering, Partners, Sales, and Marketing organizations, and influence these teams’ strategies to support a successful customer experience
  • Be the SME on Azure Infrastructure consumption for the CS org field. This role will establish a close loop feedback from the field via Rhythm of Business (RoB), OneList, CS field programs (e.g. Best Practices, BIF, etc)
  • Develop the CS Azure Infrastructure Services playbook (inclusive of R&R and clear handoffs) and provide SME support to Marketing, Services, partner and field organizations on consumption related BOM content and readiness requirements
  • Own the overall Azure App Dev customer journey and identify gaps in offers, systems, and capabilities. Partner with the WW Enablement team to coordinate the landing of CS Journey map, CS motions and ROBs
  • Provide SME expertise to support Field Enablement & Customer Success Teams Execution (readiness events, EBCs and/or customer visits, etc.)
  • 10+ years of professional experience in sales or consulting in the enterprise segment
  • Proven track record of influencing other organizations and in working directly with customers and field needs to drive impact program
  • Deep background in IaaS Services (Compute, Networking, Storage), HPC, Backup/DR, Cloud Management platforms, etc
  • Deep background on Cloud Compute workloads (Azure, AWS, …)
  • Deep understanding of consumption models, familiar with related processes and customer requirements, field roles and challenges
  • Demonstrated track record of effective communication with business and technical leaders at all levels within Business Groups, Sales, Services and Partner organizations
  • Ability to create effective relationships, listen, influence, and collaborate internally and externally at all organizational levels
  • Ability to work through ambiguous situations with can-do attitude and proactively determine creative solutions
  • Have a strong background in leading people with the ability to inspire confidence in senior leaders and motivate his/her global team
  • Preference for global experience
242

Customer Success Resume Examples & Samples

  • Establish the Data & Analytics Customer Success Strategy. This includes developing scorecard metrics and TLIs, compensation plans, CS org. field blueprint, headcount model and RolEx to drive consumption Azure workloads
  • Be the SME on Azure Data Services consumption for the CS org field. This role will establish a close loop feedback from the field via RoB, OneList, CS field programs (e.g. Best Practices, BIF, etc)
  • Develop the CS Azure Data Services playbook (inclusive of R&R and clear handoffs) and provide SME support to Marketing, Services, partner and field organizations on consumption related BOM content and readiness requirements
  • Own the overall Data & Analytics customer journey and identify gaps in offers, systems, and capabilities. Partner with the WW Enablement team to coordinate the landing of CS Journey map, CS motions and ROBs
  • Deep background in Big Data, Advanced Analytics, Cognitive, and IoT Frameworks
243

Customer Success Resume Examples & Samples

  • People management: this role will lead a team of senior professionals covering Journey Design, CS MW Initiatives and Business Analysis
  • Establish the Modern Workplace Customer Success Strategy. This includes developing scorecard metrics and TLIs, compensation plans, CS org. field blueprint, headcount model and RolEx to drive consumption of the Secure Productive Enterprise
  • Be the liaison with regards to MW consumption with Engineering, Partners, Sales, and Marketing organizations, and influence these teams’ strategies to support a successful customer experience
  • Be the SME on MW consumption for the CS org field. This role will establish a close loop feedback from the field via RoB, OneList, CS field programs (e.g. Best Practices, BIF, etc)
  • Develop the CS Modern Workplace playbook (inclusive of R&R and clear handoffs) and provide SME support to Marketing, Services, partner and field organizations on consumption related BOM content and readiness requirements
  • Own the overall MW customer journey and identify gaps in offers, systems, and capabilities. Partner with the WW Enablement team to coordinate the landing of CS Journey map, CS motions and ROBs
  • Deep background on Office 365, Windows and/or EMS
  • Deep understanding of user based consumption models, familiar with related processes and customer requirements, field roles and challenges
244

Customer Success Intern Resume Examples & Samples

  • Uploading customer data into our platform
  • Work in the support team to assist with existing clients
  • Act as the primary point of contact for data related inquiries
  • Troubleshooting data related questions
  • Daily and weekly touchbases with the team
  • Weekly reporting for assignments
  • Experience in wholesale, retail, e-commerce or other Fashion industry is a plus
  • Able to troubleshoot and approach problems methodically
  • You're comfortable working with data and have incredible attention to detail -- you can find a needle in a (data) haystack. Must love Excel (formulas, v-lookup, formulas, pivot tables)!
  • Great analytical skills
  • Basic Photoshop experience is a plus
  • Second language is a strong plus (especially French or Italian)
  • Must be able to work in the UK
245

Customer Success Director Resume Examples & Samples

  • Attracting, hiring and retaining a group of Customer Success Managers
  • Working with the sales organization to ensure every customer in Great Plains renews their subscription with Workday
  • Positioning and selling Customer Success service offerings to prospects
  • Handling overall responsibility for managing the customer relationship
  • Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
  • Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments
  • Leveraging customer relationships as needed for prospect references
  • Prioritizing and driving resolution on escalated customer issues
  • Defining customer strategies for pre-defined territories
  • Managing executive, mid-level, and project relationships among a diverse set of customers
  • Ability to travel
  • Proven success and vertical familiarity within consulting or software as a service is strongly preferred
  • 10+ years implementation consulting experience with Human Capital Management, Financial Management, or Payroll applications
  • Strong management and business skills along with a proven multi-year track record in closing add-on business
  • Proven ability to develop customer visions for 3-5 year solution roadmaps
  • Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
  • Training in Miller Heiman Large Account Management Process and/or Strategic/Conceptual Selling a plus
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level
  • Bachelor degree required, at a minimum. MBA, JD or advanced degree is a plus
  • LI-ML1
246

Customer Success Analyst Resume Examples & Samples

  • Supports NAMs and CSMs in meeting specific client needs in managing an account
  • Analyze insurance industry trends with customers / competitive situations and generates plans that will achieve sales objectives
  • Becomes an expert in your customer’s business processes and results and understands how customers are using CCC’s solutions within their workflow
  • Develop operational dashboard reporting
  • Perform analyses on carriers operational performance and prepares presentations that summarize carrier results
  • Perform numerous CCC software related training’s and product demonstrations for both large and small groups of with insurance clients
  • Develop and maintain client relationships and provide exceptional service to our customers
  • Understand client’s claims processes to better drive their success
  • Execute training per training industry and CCC standards and methodology
  • Provide operational support
  • Prepares and delivers engaging presentations
  • Acts as interface among NAMs, Field Consultants, and service organization in tracking down and resolving status of open client issues. Follows-up and closes issue with clients
  • Coordinates field consulting, training, service and implementations for assigned customers
  • Bachelor’s degree from top academic institution
  • 2-4 years of experience developing and delivering business presentations
  • Experience analyzing data in Excel using advanced functions
  • 1-2 year’s Account management experience preferred
  • Preferred Knowledge in the Insurance claims industry and automotive industry
247

Senior Customer Success Manager, Workspaces Resume Examples & Samples

  • 5+ years of key roles implementing large-scale Virtual Desktop or Application solutions
  • Technical degree required; Computer Science or Math background highly desired
  • Presentation skills with a high degree of comfort with both large and small audiences
  • Demonstrated ability to adapt to new technologies and learn quickly
  • Experience with current web and cloud technologies
  • Experience developing cloud solutions and passion for getting hands dirty with code (e.g, python, java, c#, .NET, Node.js)
  • Direct experience implementing AWS services
  • Exceptional written and verbal communication
  • Thorough understanding of software development lifecycle from conception to delivery
  • Intermediate/advanced knowledge of the AWS services, market segments, customer base and industry verticals
  • Understanding of application, server, and network security and compliance requirements such as PCI, FedRAMP and HIPAA
248

Customer Success Resume Examples & Samples

  • Bachelor's degree from an accredited University is required
  • 1-2 Years of sales experience and experience leading and coaching a sales team
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), and the ability to link business processes with product/technical solutions
  • Expertise facilitating customer meetings and presenting to an executive level audience in a concise, inspirational and convincing manner
  • Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
  • Deep understanding of customer success principles, approaches and considerations
249

Amazon Business, Customer Success Leader Resume Examples & Samples

  • Relay market needs and requirements back to internal Amazon teams including Product Management, Technical and Category Management teams
  • Lead team of Customer Success Managers
  • 10+ years services delivery or customer success management experience, B2B industry preferred
  • Deep knowledge of procurement and source to settle processes and solutions
  • Experience leading implementation or customer success teams
  • Customer obsession
  • Ability to think big and design innovative solutions
  • Proven ability to deliver results
  • Ability to deal with ambiguity and manage changing priorities
250

Operations Analyst, Customer Success Group Resume Examples & Samples

  • Take high-level business goals and run metrics, presentations, and reports/dashboards that track progress, and identify areas of improvement
  • Work cross-functionally with the Global CSG organization, Finance, and key business units to ensure alignment of CSG strategy and direction
  • Ensure strategic decisions are supported through data and analysis
  • Establish reporting and KPI review cadence for positional data needs
  • Setup and refine standard reports and dashboards to meet the needs of Leadership in AMER, EMEA
  • Deliver ongoing analysis of business performance to support daily operations
  • Assist in troubleshooting operational issues as they surface
  • 1-3 years of experience focused on quantitative analysis, Excel, and logical reasoning
  • Self-starter; comfortable working in a fast-paced entrepreneurial environment; Ability to prioritize, multi-task, and perform effectively under pressure
  • Knowledge of Salesforce product and platform features, capabilities, and common nonprofit and education use cases and challenges
  • Bachelor's degree from an accredited university