Manager, Customer Success Resume Samples
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Manager, Customer Success Resume Samples
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MJ
M Johnston
Marguerite
Johnston
77897 Mitchel Spring
New York
NY
+1 (555) 713 8593
77897 Mitchel Spring
New York
NY
Phone
p
+1 (555) 713 8593
Experience
Experience
Houston, TX
Manager, Customer Success
Houston, TX
Kub, Hayes and Carroll
Houston, TX
Manager, Customer Success
- Create and manage to programs influencing key leading and lagging KPIs
- Attracting, hiring and retaining a group of Customer Success Managers (CSM’s)
- Monitoring and facilitating the customer’s adoption of our solution’s features and functionality
- Demonstrate a strong knowledge of our software products, operational procedures and brings together all key operating groups supporting each Enterprise client
- Establish and maintain strong a professional working relationship with Research and Design, Sales, Sales Operations, Marketing and Customer Advocacy
- Play a direct role in departmental planning and budgeting
- Recruit, lead and provide training, coaching and team development to account management team
New York, NY
Account Manager, Customer Success
New York, NY
Huel LLC
New York, NY
Account Manager, Customer Success
- Develop and deliver Professional Development and training via webinar and/or in-person
- Work with various teams (Marketing, Product, Engineering, and Content) to advocate for our customers
- Manage up to ~20 enterprise-level accounts
- Work with Amazon Education Fellows to support PD and other events in their regions
- Oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
- Proactively finding new ways to build the client’s business and grow accounts
- Training clients to use the IgnitionOne technology
present
Phoenix, AZ
Senior Manager, Customer Success
Phoenix, AZ
Homenick, Armstrong and Nitzsche
present
Phoenix, AZ
Senior Manager, Customer Success
present
- Responsible for coaching, performance management, and career development of the team
- Assess program risks, anticipate challenges, and provide escalation management when necessary
- Creates strategies to improve productivity and work levels
- Manage and grow a team of Customer Success Managers on top-tier accounts
- Develops strong relationships with customers and coworkers
- Lead and participate in the creation of strategies that drive product adoption, Adobe awareness, and customer satisfaction throughout the duration of the customer lifecycle
- Collaborates closely with engineering, product development and Finance to develop and own the underlying cost and economic models for the platform and associated feature sets
Education
Education
Bachelor’s Degree in Integrity
Bachelor’s Degree in Integrity
Baylor University
Bachelor’s Degree in Integrity
Skills
Skills
- Possess excellent follow-up skills with great attention to detail
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level
- Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- Proven ability to align across corporate functions (e.g., Professional Services, Product Management)
- Experience in nonprofit and/or education verticals
- Proven ability to develop customer visions for 3-5-year solution roadmaps
- Strong management and business skills along with a proven multi-year track record in closing add-on business
- Knowledge of Salesforce CRM
- Ability to have difficult conversations with customers
15 Manager, Customer Success resume templates
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1
Manager, Customer Success Resume Examples & Samples
- Bachelor’s Degree or equivalent strongly preferred
- Master’s Degree or above is a plus
- 10 or more years related experience in technology (customer success, consulting, business development, sales engineering, client-side experience, etc.)
- Past experience must include responsibilities for building, leading and managing account management, customer care, technical support, operations or related plans, processes, metrics and resources in a technology organization
- Has in-depth knowledge of the assigned markets – geographies, industries/segments, competitors, key influencers, relevant associations, key customers/prospects
- In-depth knowledge of Adobe or related products and support services
- Previous experience in other technical services groups – customer care, technical support engineering, operations, enablement, etc. - is strongly preferred
- 5 or more years people management experience
- Proven abilities to hire, develop, lead, and retain talent
- Has in-depth understanding of the organization's GTM (Go-To-Market) strategy and the multiple departments involved in this
- Strong time management/organizational skills capable of managing multiple (2 or more) departments and/or differing skill-sets
- Strong organizational savvy; proven abilities and know-how to effectively and efficiently navigate the organization to enable self and team to get things done
- Proven abilities to achieve results on-time, on-target and within-budget
- Strong communication skills. Has demonstrated, in previous roles, his/her ability to effectively, concisely and clearly communicate his/her viewpoint, complex or large-scale business or operational considerations, and key decision points
- Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers
- Consistently works collaboratively, effectively and efficiently with others
- Strong influencing & negotiation skills. Where possible, consistently achieves win/win results and demonstrates competence in resolving conflicts and reaching compromise with others
2
Account Manager, Customer Success Resume Examples & Samples
- Acting as primary point-of-contact for Clients for the day-to-day utilization of products
- Oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
- Managing client requests - deciphering, documenting and project managing through resolution of specific requests
- Troubleshooting product and client issues in co-operation with technical personnel
- On-boarding new clients with IgnitionOne technology
- Training clients to use the IgnitionOne technology
- Proactively finding new ways to build the client’s business and grow accounts
- Mastering and updating clients with digital marketing changes and how those changes will impact their use of the IgnitionOne technology
- Overseeing all the aspects of providing a positive client experience: and protecting/growing customer revenue for IgnitionOne
- Other responsibilities as needed
- BA or BS degree required. 2-4 years Digital marketing experience including at least two years working for an Internet technology firm. Previous experience in post-sales account management role in Digital Marketing preferred
- Exceptional communication skills – verbal, written and presentation
- Superb trouble-shooter and problem solver for technology driven solutions
- Self-starter with a structured work methodology and ability to handle multiple activities in parallel
- Strong business analytical skills as well as an understanding of and interest in technology
- Candidates with pre-sales or professional services background will be considered
- Able to anticipate and identify not defined problems/issues
- Strong team player, tenacious, and result-driven
- Ability to stay focus throughout change
- Experience actively managing large, complex paid search and/or display campaigns a strong plus
3
Enterprise Account Manager, Customer Success Resume Examples & Samples
- Ability to engage key stakeholders at Flatiron’s largest and most complex provider customers
- Understand how customers interact with Flatiron products and identify their needs, challenges and ideas
- Advocate customer needs and ideas internally, and work collaboratively with other teams to achieve outcomes and results for customers
- Review customer utilization data and identify opportunities to drive product engagement
- 3+ years experience in consulting, account management or project management, preferably in healthcare
- Exceptional ability to solve problems in an independent and data-driven manner while working in an extremely fast-paced, demanding start-up environment
- Tenacity to influence key stakeholders
- Nose for value, ability to effectively prioritize competing projects
- Ability to think on your feet and adapt to any situation
- Passionate about our mission to improve healthcare through technology
4
Manager, Customer Success Resume Examples & Samples
- Excellent communication (both verbal and written) and interpersonal skills
- Ability to analyze and interpret complex sets of data and information and turn them into actionable insights for customers; superior ability to display complex data and information in an easy-to-understand
- Positive mentor, coach, and role model to their team members
- Relentless attention to detail and accuracy
- Strong project management skills
- An ongoing desire to go beyond project-specific work, be innovative, and bring new ideas to the table to improve the overall data management and analytics process
- 4-6 years of experience; 3+ years of management consulting or marketing analytics experience ideal
- Manage the delivery of our software and analytics products to customers, including project timeline and roadmap; execute and coordinate between team members, helping to set priorities and ensure that everyone is communicating openly
- Translate customer and internal questions into research plan and analytical approach
- Develop a deep understanding of our software, becoming an expert user and learning its inner workings and nuances
- Create and review PowerPoint presentation materials
- Develop team member careers effectively so that junior team members become equipped to move to the next level
- Participate in or own innovative efforts and internal process improvements
5
Manager, Customer Success Enablement Resume Examples & Samples
- Design and build out an enablement team to support the customer success function
- Collaborate with the existing Managers and across functions to develop and implement solutions to improve the effectiveness of the team
- Partner with Customer Success leadership to establish a world class operational model as well as build management tools and operational guardrails
- Coordinate closely with sales, services, support, and product management to design and implement tools, templates and content to be leveraged by the customer success team
- Encourage continuous learning and growth within the team
- Lead adoption of tools and process throughout the Customer Success organization by partnering with key leaders and mangers across the organization
- Proactively drive ongoing business operations for the Customer Success organization and recommend actions for scale and efficiency
- Strong leadership, business development, organization, team building and communication skills
- Prior people management experience preferred
- Experience in Customer Success or Account Management in cloud computing, hosting, SaaS environments
- Proven ability to hire, develop, lead, and retain talent
- Experience and success partnering across departments
- A strong process-building mindset and ability to balance competing priorities
- Exprience in an enablement or operations function
- Ability to identify gaps in process, people or strategy and proactively take action to address
- Willingness to travel as necessary
6
Manager, Customer Success Resume Examples & Samples
- Build and manage a team of customer success managers to ensure a high level of customer satisfaction and retention by building customer relationships and providing tailored service and creative solutions for our entire portfolio of customers
- Demonstrate a strong knowledge of our software products, operational procedures and brings together all key operating groups supporting each Enterprise client
- Develops strategy to ensure each customer’s expectations, growth and ROI is met and Tenable’s software products are adding value
- Establish and maintain strong a professional working relationship with Research and Design, Sales, Sales Operations, Marketing and Customer Advocacy
- Delegate projects/tasks to appropriate operating teams, track progress against plan and drive to completion
- Lead account management team meetings, engage and manage necessary stakeholders for project deliverables
- Forecast and track key account performance metrics
- Regularly conduct monthly and quarterly strategic business reviews with all Enterprise accounts and oversee development of action plans to address any issues
- Identify growth opportunities with Enterprise accounts and collaborate with appropriate sales representative to ensure growth
- Recruit, lead and provide training, coaching and team development to customer success team
7
Saas Partner Enablement Manager Customer Success Resume Examples & Samples
- Define an enablement program post sales activities including
- Creation of onboarding material for partners together with the Expert Group
- Creation of training material to enable Partners to act as CSM with their customers
- Definition of Renewals best practices for Partners and training internal teams and Partners
- Delivery of trainings to selected Partners
- Gathering of partner implementation capabilities through the CSMs and ISMs and feeding to the Partner matrix list
- Team Leading of the Partner CSM Team
- Supporting the team in the day to day activities
- Creation of assets, documentations and templates for the Partner Program
- Consistent governance model with the CS Regional Teams and A&C
- 7+ years experience providing strategic advisory/consultative services
- Excellent organization, project management, time management, and verbal as well as written communication skills
- Ideally experience having led a programme office
- Experience of managing senior team members remotely across regions
- Experience of matrix management
- Experience working with Partners
- Demonstrated experience working with senior management/executive level inside and outside of Oracle
- Ability to create, sell and drive programmes to internal and client audiences
- Willingness to 'roll up one's sleeves' and assist wherever needed
- Experience in setting IT Strategy and leading business organizations through change is desirable
- Fluency in spoken and Written English
- Any other language is a plus
- Location UK
8
Senior Manager Customer Success CX Resume Examples & Samples
- Hire, develop and retain a team of Customer Success Managers dedicated to delivering account management based services that ensure customer satisfaction and results
- Ensuring team focus on customer retention and expansion and achievement of team targets
- Serve as the Customer Success Managers’ liaison to internal teams to drive customer engagement and process improvements
- Support quarterly forecasting on renewal and expansion within the customer base assigned to your team
- Ensure team delivery on quarterly metrics including customer results, sales and the execution of customer review meetings
- Engage with the sales team to ensure that Oracle is properly positioning the Customer Success Management group
- Serve as an escalation point for resolving issues that are escalated by Customer Success Managers
- Ensure that Customer Success Managers are meeting standards set forth in the Customer Success methodology
- Actively mentor individual Customer Success Managers by participating in Customer meetings (in-person and remote) and coaching them on how to improve
- Contribute to the strategic direction of the Customer Success Manager team through leading and participating in internal initiatives
- Oversee and guide the career paths of team members, including annual performance reviews
- 10 years commercial experience
- Experience working across countries is essential for this role, especially in the countries within the UK
- Experience in Human Capital Management is mandatory
- Experience in Customer Success roles desirable
- Experience leading people
- 5+years of experience successfully growing and managing a professional services, account management or sales organization
- Ability to motivate and focus a team
- Hands on attitude and team player who will work within the company to continue improving the way Oracle serves its customers
- 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
9
Senior Manager Customer Success CX Resume Examples & Samples
- 10 years experience
- Experience working across countries is essential for this role, especially in the countries within Northern Europe
- Working knowledge of the Customer Experience domain, i.e. marketing automation, sales force automation, CPQ, contact center, web self service, Social Relationship Management, etc
- Previous experience in major systems integrator and/or an enterprise software company advantageous
- Participation in the process of selling software solutions to enterprise companies
- Excellent communications, interpersonal, sales and presentation skills
- Ability to travel as required by the role
- Bachelors degree or equivalent experience in computer science, business or related field (Masters degree preferred)
10
Manager, Customer Success Managers Resume Examples & Samples
- Serve as a manager, mentor, knowledge resource, and escalation point of contact. Build credibility and trust within the CSM team
- Drive the CSM team to achieve business objectives including the attainment of targets for revenue, expansion, project deadlines, time to value, and overall customer satisfaction
- Set team goals in alignment with Global Customer Success objectives. Assist CSM team in the definition and attainment of individual goals
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
11
Senior Manager, Customer Success Resume Examples & Samples
- Lead team of highly motivated and exceptional CSM managers and CSMs
- Represent the experience of the customer within Adobe
- Share results & actionable items with cross-functional stakeholders
- Lead and participate in the creation of strategies that drive product adoption, Adobe awareness, and customer satisfaction throughout the duration of the customer lifecycle
- Drive ongoing cadence with team to report on KPIs, and new initiatives
- Fully understand customer needs and plan resources accordingly
12
Manager, Customer Success, Remote Resume Examples & Samples
- Design & manage all customer success management processes, methodologies, metrics, and goals needed for the successful management of the CSL team and their customer lifecycle management activities
- Ensure CSLs execute full customer lifecycle management throughout the customer’s journey with IWS and ensure positive customer outcomes and experience as measured through customer engagement, satisfaction (NPS/CSAT), retention, expansion, and customer success scorecards
- Drive strategy and report on progress of CSL team to IWS Senior Leadership Team and Key Stakeholders (monthly, quarterly)
- Work with Customer Success Strategy Team to ensure that the CSL team has the necessary analytics, resources, and tools needed to meet and exceed our customer’s expectations and internal customer success scorecard goals
- Develop and maintain cross functional relationships with Senior Management within the IWS Shared Functions and Product sub Business Units
- Ensure customer and team success by conducting regular status meetings and providing the team with the tools and resources to succeed (ex. regular assessments, training)
- Develop strategy for CSLs to drive customer engagement in all IWS VOC programs. CSAT/NPS surveys, IWS User Group, FOCUS (the online community), Governance Meetings, etc
- Support and coach the CSL team on an ongoing basis to ensure the ongoing success of direct reports; design/create/deploy any tools, systems, and processes needed for ongoing success
- Provide customer-related data to the broader CSS and business team by maintaining information such as achieved customer Outcomes and success scorecard metrics to facilitate the development of business cases, TCO, ROI analyses, etc
- Ensure the CSLs develop relationships at all levels of the customer organization. -from the PACS Admin to the C-Suite including Director of IT and clinical care team members (end users)
- Develop and manage strategy for CSLs to seek out opportunities to expand our customer’s usage and adoption of their IWS solutions (ex. Training, Health checks, etc) and up/cross sell of additional solutions
- Develop strategy for managing CSL customer escalation and risk mitigation so as to ensure customer retention and revenue preservation; assist CSLs in customer escalations and ongoing risk mitigation activities
- Ensure the CSL is a trusted partner to help IWS customers achieve their longer term business or strategic objectives
- Work closely with Sales and the CSS team to ensure that every customer contract is renewed
- Monitor and publish maintenance streams
- Work closely with Customer Success and Sales & Marketing to develop a customized Customer Success Plan for each assigned customer, and consult with other Customer Success Strategy team members to ensure mutual objectives are met in support of customer Success
- Partner with the Customer Success Support Operations Leadership Team to ensure a timely closure of urgent and critical issues; collaborate with support teams to ensure the ongoing success of our customers
- Work with the CSLs to develop an on-boarding strategy for our new IWS accounts and ensure a successful post Sales and Implementation handoff customer experience
- Acts strategically: You foster a consistent understanding of strategy, translate it into defined plans, and "stay the course" to implement it, while anticipating and identifying where change or mitigation is needed
- Leadership: You inspire extraordinary results by: engaging associates, valuing diversity and shaping culture to support a high performance environment
- Communication: You actively listen to others to understand their perspective and ensure continuous understanding regardless of communication channel or audience. You are articulate and aware of your audience – incorporating their needs into your message, as appropriate
- Manager: You are motivated for the success of your employees, and ensure they are put in a position to succeed. Able to motivate and ensure they share the same passion for our customer’s success
- Innovate: You introduce new ideas and processes which improve performance and productivity
- Desire/ability to work in a fast-paced, team-oriented environment
- Excellent proficiency in Microsoft Office (Word, Excel, PowerPoint, Project, Visio) and desktop database tools
- Proficient in CRM Tools (Ex. Salesforce.com)
- Ability to prepare decision support materials and present findings to business Managers
- Solid track record in meeting or exceeding individual or team based project goals, including return on investment
- Experience with developing and managing vendor and agencies relationships to execute projects and activities
- Solid business knowledge as it relates to the healthcare industry
- Ability to work with little supervision
- Innovative thinker capable of operating both in a strategic capacity (big-picture perspective) and a hands-on/execution capacity
- Excellent work ethic and Leadership skills
- Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
- PMP certification a plus
13
Team Manager, Customer Success Resume Examples & Samples
- Mentor and lead team of Customer Success Managers
- Own onboarding, retention and health metrics for assigned territories/vertical(s)
- Work closely with product team and advocate as the voice of the customer
- Monitor production metrics for team
- Consistently evaluate effectiveness of team members through data analysis, shadowing calls, and reviewing customer feedback
- Continuously learn and become an expert on D3 product
- Exceptional Demandforce product knowledge
- Understanding of competitive landscape
14
Manager, Customer Success Resume Examples & Samples
- Leads and manage a global team of CSM’s to ensure success of EBA’s for key customers
- Manages measurable criteria for success and to assist in building organizational alignment
- Creates and maintain staffing plan to support the current and future work demands and project deliverables
- Establishes and nurture positive relationships with Delivery and Support Services teams
- Expands network with sales, product development and marketing strategy teams to help facilitate value proposition of services in existing and potential customers
15
Manager, Customer Success Team Resume Examples & Samples
- Relevant experience leading customer-facing organizations
- Proven ability to lead and adapt to change
- Background of post-sale and sales experience required
- Strong financial acumen including analytical and process-oriented mindset
16
Senior Manager, Customer Success Resume Examples & Samples
- Manage and grow a team of Customer Success Managers on top-tier accounts
- Drive the strategy to onboard, enable, and expand usage and revenue within the Enterprise segment
- Use data to track CARE-metric performance across a variety of segments
- Partner with Customer Marketing, Support, and Sales/Renewals to deliver a delightfully consistent customer journey to multiple segments
- Demonstrated history of data-enabled decision making and prioritization
- Build programs and initiatives to drive continuous improvement and scale
17
Manager, Customer Success Operations Resume Examples & Samples
- Lead the team that manages our customers for success
- Directly manage the relationships between MT and a group of our largest customers, driving increased adoption and higher satisfaction, facilitating smooth resolution of issues via our support teams and ensuring overall success with our solutions
- Hire, manage and coach Customer Success team members on best practices to provide an excellent, consistent, and brand-appropriate customer experience - overseeing and motivating the day to day activities of the team
- Develop a framework for measuring and improving customer satisfaction, usage, retention and renewals, and identifying opportunities to upsell and generate referrals. Work with sales executives to develop seamless process between customer success and sales teams
- Analyze and improve CSM productivity metrics and operational work flows
- Serve as the customer’s advocate at MT. Provide input to prioritization of enhancements and product fixes as well as new offerings to address their needs. Be able to represent the strategic perspective of our customer base to senior management
- Develop insights into in best practices by sector, industry, type of usage and/or size and share those with customers to enhance their success
- Analyze reports, interpret data, and prepare information to be communicated to customers; must have enough experience and credibility to be able to lead and direct technical account managers
- Direct and manage escalated conversations with high value customers, interacting with internal leadership as well as the customer's management. Serve as a key point of escalation with customers (as appropriate)
18
Manager, Customer Success Team Resume Examples & Samples
- Overall people management of a group of Service Relationship Managers, developing career and development plans to ensure we are the best in class
- Provide leadership to the services delivery team towards the customer, the sales teams and any other internal or external organizations
- Ensure consistent delivery across the service relationship / delivery team to meet or exceed operational KPIs
- Drive continual process improvements through the service organization to achieve business goals and maximize customer satisfaction, implementing methodologies to minimize risk
- Own customer success by assuring the quality of the services delivered, by implementing KPIs and regular reviews with delivery teams
- Develop procedures and processes which improve overall service delivery including governance plans to ensure all parties (customer, partner, sales, support) understand what they will be held accountable for in each customer relationship
- Manage customer situations and driving ‘’get-well’’ plans by hosting conference calls, facilitating actions and producing customer facing updates with a focus on how to communicate difficult/sensitive information
- Maintain an intimate understanding Fortinet support and service capabilities and limitations
- Address any customer satisfaction issues across the managed customer base including the tracking and management of corrective actions in delivery teams
- Host and run regular business reviews with the relevant sales and services team which includes service performance, issues, quality improvements and proposed 90 day plans
19
Manager, Customer Success Resume Examples & Samples
- 5-7 years of experience relevant to this position including 2 years consulting experience preferred. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed
- Manage and report on the day-to-day progress of all assigned clients. Individuals will typically work with 2-3 clients at any given time
- Participate in all client meetings, including on-site and off-site sessions. Travel is required, with about 25% travel depending on the stage of the engagement
- Meet with business and IT representatives of the clients to gather requirements on data sources, IT systems, and other technical considerations
- Develop specifications for the development or modification of data interfaces into the Oracle | DataRaker system
- Develop specifications for the various analytical functions that will meet the client’s business needs
- Direct the work of analysts to develop and configure analytical solutions to generate the results required by clients
- Consult with clients and other Oracle | DataRaker team members to address and resolve technical issues as they arise
- Perform or direct various ad-hoc analytical queries required to fulfill customer engagements
- Communicate regularly with customer representatives and other Oracle Utilities Analytics management personnel
- Track the progress of each engagement against goals
- Actively seek opportunities to provide additional services to existing clients
- 5-10 years total work experience with a minimum of 4 years as a project manager, sales engineer or quantitative analyst/consultant with some management and client facing experience
- High GPA degree in a technical or quantitative field, preferably engineering, science, mathematics, statistics, economics, or computer science
- Excellent communication skills – both written and oral – along with client management experience
- Solid foundation in data analysis, analytic modeling, and database management, including the ability to write basic code and develop analytic models (Excel)
- Experience in translating business requirements into data requirements, as well as interfaces and analysis specifications
- Ability to work independently and with minimal supervision
- Travel required 25% of time
20
Senior Manager, Customer Success Resume Examples & Samples
- Serve as subject matter expert and evaluate opportunities for AB solutions to improve end user experiences, reduce costs, and accelerate organization performance
- 12+ years services delivery or customer success management experience, B2B industry preferred
- Desire to work in fast-paced, challenging environment
- Ability to prioritize and demonstrate relentless discipline in achieving goals
- Proven ability to influence others and lead customer engagements
- Experience developing delivery methodologies
21
Team Manager, Customer Success Resume Examples & Samples
- Exceed Revenue targets, customer satisfaction, conversion and related KPIs on a monthly, quarterly, and annual basis
- Efficiently and effectively drive a high volume of outbound calls in a metrics-driven inside sales center
- Ensure optimal coverage of all territories at all times
- Coach the team on customer engagement skills such as negotiation, objection-handling and closing skills
- Execute on weekly forecast and pipeline review governance model
- Work across other core disciplines in Inside Sales to ensure smooth touchpoints and handovers
- Work to onboard new talent and improve the ramp time for full productivity
- Provide support to the team by handling customer call escalations; answering questions that the sales team are not able to, and addressing customer service issues
- Listen to phone calls throughout the day to improve performance and ensure Quality Assurance levels are met
- Track and report on Key Performance Indicators
- Liaise with relevant internal stakeholders quickly and effectively to resolve sales issues when they arise
- Leverage leadership to hold team accountable and inspire them to achieve results
- Help to create a team environment that rewards achievement and makes individual want to come to work each day
- Significantly grow the existing business by ensuring we have the best Optimization processes in place
22
Account Manager, Customer Success Resume Examples & Samples
- Main client contact and works closely with senior account leadership
- Financial management of client’s budget and billing process
- Leads/contributes on customer strategy and tactic development
- Leads/supports various team members on client calls and in-person meetings
- Oversees quality on internal and external documentation and reporting for accuracy, goals, and performance
- Develops and manages timelines to ensure campaigns deliverables and projects remains on track
- Ability to gather various internal and research materials to prepare deliverables for Customers
- Foundational knowledge on how digital technology works including tagging, tracking and targeting
- Understands business measurement strategy with the ability to articulate to more technical teams on client needs
- Masters and maintains vast knowledge of client’s business for team: Articles, Company annual reports, industry conferences, competition, etc
- 3 - 5 year’s experience managing search, email and display customer experience is a plus
- 3 - 5 years’ financial management of client’s budget and billing process
- High level interest in working for an ad tech company
- Strong understanding of digital strategies and how it relates to client’s business needs
- A proactive self-starter that is inquisitive in nature
- Ability to work across teams and manage changing daily requirements
- Confident communication skills with solid presentation, and listening skills
- Ability to discuss industry trends/news and new media opportunities
- Have strong organizational skills as applied through an ability to manage multiple projects at once
- Bachelor’s degree in marketing, advertising or communications
23
Manager, Customer Success Resume Examples & Samples
- Manage a team of CSMs and business analysts focused on Blackbaud accounts to ensure that customers are engaged and driving toward renewal rates to support the Blackbaud business
- Conduct bi-weekly 1:1s with every team member
- Conduct bi-weekly staff meetings with entire team
- Hold the CSMs accountable for managing the customer relationship with high levels of trust, satisfaction, and reference-ability
- Partner with support, sales and services leadership on client escalations from CSMs
- Drive operational excellence across the CSMs and BAs through process improvement
- Represent the EMG CSM organization for the Blackbaud Charleston site
- Liaise with Information Management and Business Operations on renewals and retention reporting for CSM monthly results
- Five or more years of experience in managing a client-facing team
- Demonstrated managerial or leadership experiences, experience in driving resolution and execution through others
- Strong technical experience and knowledge of Blackbaud products and platforms
- Proven ability to engage across corporate functions (Sales, Professional Services, Engineering and Product Management)
- Proven track record working in driving customer adoption and retention
- Comfortable and willing to be a hands-on contributor
- Excellent communication skills, including issue tracking, triaging and crisis management
- Strong understanding of SaaS and the business benefits
24
Manager, Customer Success Resume Examples & Samples
- Lead the development and growth of a team of 5-10 Customer Success Managers
- Manage your team to develop account plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health
- Contribute thought leadership and best practice, both internally and externally, around business transformation
- Act as a point of escalation to ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc
- At least 4 years of direct management experience of account management/customer success teams
25
Manager, Customer Success Operations Resume Examples & Samples
- Customer Success Management: Our enterprise account management teams work with our largest customers to successfully onboard, drive adoption, develop customer sophistication, and identify new use cases
- Executive Programs: This team owns the relationships with CIOs and other influential roles at Box's top 1,000 customers
- Partner with business-line leaders and their leadership teams to develop and operationalize strategies to reduce churn, drive up-sell, and executive engagement in Box's top accounts
- 5+ years experience in the software industry
- Demonstrated experience in account management/customer success roles
- Experience directly managing and developing other individuals
- Solid project management skills and experience leading development of business requirements and strategic plans
- Impeccable attention to detail and ability to self-direct
- Strong interpersonal skills and ability to work effectively with a wide range of individuals in a diverse community
26
Manager, Customer Success Resume Examples & Samples
- Provide operational support and guidance to CSM team members
- Implement and maintain team best practices, tools, templates and examples to drive operational efficiency
- Identify and act on opportunities to advance the CSM team
- Ensure that all CSM team members have the resources, information, and processes necessary to deliver effective successful outcomes for our customers
- Represent the CSM team at internal technical meetings
- Collect feedback from team on general market requirements/trends and feedback into Products team
- Advocate for customers and define ways to continually add value to the customer experience
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Senior Manager, Customer Success Resume Examples & Samples
- Serves as the 'voice of the customer' ensuring all current and future product needs are met. Customer perspective will be informed through extensive direct collaboration with customers, partners, internal Sales teams, and the delivery organization
- Collaborates closely with engineering, product development and Finance to develop and own the underlying cost and economic models for the platform and associated feature sets
- Owns product pricing strategy and collaborates with other Product owners to develop cohesive bundling and merchandising models
- Partners with corporate Marketing team to define the overall go-to-market strategy and to directly author and develop required product marketing deliverables and collateral
- Supports complex sales proposal and solution development
- Develops key relationships across the ecosystem and is a recognized thought leader; represents the business at key industry conferences and participates in relevant industry working groups
- 10+ years experience in product management
- 3+ years product development experience with large-scale customer-facing technology products
- Strong quantitative, analytical facility with deep expertise analyzing data to develop cost models, forecasting, organizing data sets and other spreadsheet-based data models to drive informed decisions
- Proven project management skills and ability to execute on complex initiatives and deliver on time, on budget and consistent with overriding strategies relies on a practical, deliberate approach to manage his or her work as well as others in a matrix environment
- Entrepreneurial self-starter with a natural inclination towards and strong ability to partner and collaborate; must be a team player with ability to work effectively across multiple stakeholders and disciplines
- Highly self-organized with proven ability to prioritize activities and manage deliverables to completion in a high-pressure environment. Consistent exercise of independent judgment and discretion in matters of significance
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Manager, Customer Success Resume Examples & Samples
- Manage and mentor Customer Success Executives (CSE) who manage a portfolio of 4-5M+ ARR customers in order to achieve and exceed quarterly Churn and Contraction targets
- Oversee development, production, and consistency of CSE Methodology and Executive Business Reviews across your team’s portfolio
- Ensure entire portfolio receives consistent CSE experiences including documented business impact metrics. Execute an action plan where methodology has stalled
- Report Monthly/Quarterly/Yearly on state of portfolio and connect that data and story of strategic growth and renewals
- Partner with Sales Leadership to drive account plans and success plans for portfolio
- Partner with Success PMO to develop and drive operational changes to support the scalability of the CSE program
- Create and manage to programs influencing key leading and lagging KPIs
- Create and seek out professional development opportunities for CSE team
- Manage to expectations of executive relationship program
- Work with Success Leaders to identify trends and uncover opportunities for improved or new success engagements or customer training offerings
- Maintain C-level relationships with key customers
- Confidently advise and direct CSEs and Account teams on best action plans to achieve desired outcome
- Enable CSEs to manage customer escalations by mobilizing internal teams but knowing when to engage with customer executives directly to manage expectations and mitigate risk
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Manager, Customer Success Resume Examples & Samples
- Proactively help customers achieve the maximum possible value they can with Salesforce, ensuring that they utilize all of their licenses and achieve their objectives while minimizing risk, identifying new opportunities and collaborating with Sales/Renewal teams to ensure full renewal and continued growth
- Help customers map their vision to salesforce capabilities across all of our Clouds (Sales, Service, Community, Analytics, Marketing, Platform)
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs
- Coach customers to on how to establish and manage their change management programs
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
- Prescribe the right Cloud Services Resources (Premier Success, Accelerators/Specialists, Advisory Services and more) to be successful
- Coach customers to ensure they are leveraging all available Salesforce Success Resources eg. Help & Training, Communities, User Groups, webinars etc
- Serve as a customer advocate in driving industry best practices and the evolution of Salesforce product and platform functionality, courses and administrative services integral to the customer's success
- Assist with development and execution of scaled success engagement programs
- Minimum 5 years relevant work experience
- Experience in nonprofit and/or education verticals
- Executive-level communication and interpersonal skills
- Experience with complex, escalated customer situations, ability to navigate organizations and gain executive level buy-in
- Programs or Project Management skills are an asset
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Manager, Customer Success Resume Examples & Samples
- Manage 8 to 10 Customer Success Managers within defined geographical and/or vertical territories
- Coordinate with cross-functional business partners to problem solve and ensure productive communication and implementation of processes
- Select, develop, train, and retain diverse sales force of top talent
- Analyze key performance indicators, leveraging tools such as SalesForce.com, to gauge business health on a daily, weekly and monthly basis
- Integrate all internal and external resources to achieve high levels of customer satisfaction
- Minimum 5 years of experience in an account management, customer success management, or another relevant sales role
- Minimum of 1 year experience in a sales leadership role
- Develop and maintain effective internal partner relationships and relationships with customers so that objectives can be achieved
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Manager Customer Success Resume Examples & Samples
- Inspiring, developing and managing a team of customer success managers. Leading the customer success managers to build a strong post-sales strategy for their portfolio of accounts to ensure our customers maximize the value on their investment in Adobe’s Solutions
- Account strategy planning and building customer success plans with direct your reports to drive loyalty, minimize customer attrition and extend Adobe’s footprint
- Track account’s performance, monitor escalations and assure efficient execution towards resolution
- Provide best practice and thought leadership to the customer success organization and our clients
- Assess the customer retention strategy, identify gaps and amend it to reflect regional or vertical needs and market maturity
- Implement customer retention initiatives for Strategic Customers in the EMEA Central region, primarily in Germany
- Build and grow relationships within our top accounts at C-Level becoming a trusted partner
- Establish strong business relationship and collaborate closely with our Sales, Marketing, Solution Consulting and Consulting teams in region, as well as our global Engineering, Operations and Support teams
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Senior Manager, Customer Success Resume Examples & Samples
- Assists with onboarding and coaching new employees
- Develops plan for lead generation leveraging existing product customers as a base
- Provides ongoing training, coaching and mentoring for team members
- Reviews individual team member performance using dashboards, reports and defined KPIs, such as NPS, measurements around production, contributions to the team and contributions to product improvements
- Fields customer escalations around onboarding requests and issues
- Performs ongoing analysis of customer engagement and takes the necessary measures to increase education product usage and adoption
- Maintains effective communication with clients, sales executives and other sales support team members
- Maintains an understanding of customer education requirements and strives for maximum customer satisfaction
- Drives and designs education care-related campaigns and more complex customer engagements
- When necessary, conducts phones calls, writes emails, follows up on survey responses, and analyzes survey data to ensure customer success
- Applies basic understanding of internal tools for documentation and reporting requirements; runs standard reports and reviews them regularly
- Creates strategies to improve productivity and work levels
- Meets regularly with team members and other business leaders for shared success between teams
- MBA or equivalent experience is preferred
- 5+ years of experience with Customer Success and/or Education Sales business processes preferred
- Some experience or exposure to Marketing and/or collaborating with marketing on education campaigns preferred
- Ability to effectively communicate both written & verbally to advance organizational commitment and alignment with business and internal stakeholders, as well as all management levels within the organization
- Experience with Lead Generation Management and managing a Customer Success team
- Marketing and data analytic experience
- Superior problem solving and communication skills to adapt to a diverse audience
- Knowledge and experience with Salesforce and Marketo
- LI-AR1
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Manager, Customer Success Resume Examples & Samples
- Manages, leads, mentors and trains a team of Customer Success Managers, providing real-time, detailed guidance and feedback
- Develops team members for current and future growth opportunities
- Takes a disciplined approach to process and operations, through high levels of direct observation, inspection and analytics to maintain internal and external SLAs, accountable for metrics and KPIs
- Works in conjunction with Forrester’s Premier sales teams to ensure proper support, growth and client satisfaction
- Guides cross-role collaboration, organizing internal resources to address client needs
- Closely partners with marketing, product and technology departments to maximize client engagement effectiveness
- Understands Forrester’s sales process and utilizes Forrester’s sales support systems and sales methodologies to effectively execute on account engagement plans
- Acts as a role model and leader within the sales organization. Promotes a "can do" culture and positive environment, advise Customer Success Managers on account engagement strategy answer questions, and provide assistance when necessary
- Maintains full fluency in Forrester’s suite of products and services and how they are sold to deliver value in the marketplace
- Proven first-line managerial experience, preferably with both recent graduates as well as those with 4-8 years of experience
- Sales fluency, understands what drives sales organizations and how sales organizations are measured
- Proven experience managing and coaching to metrics and KPIs
- Strong business acumen and professional demeanor
- Strong, high-level relationship skills. Able to thrive in a team environment, interact with peers, understand executive vision and internal ecosystem
- Exceptional attention to detail. Strong discipline to process and operations
- Experience providing guidance, feedback, to build high performance culture
- The ability to absorb and grasp new concepts quickly (such as rapid advancements in the business technology industry)
- Agile with a demonstrated ability to manage through ambiguity and coach team members through change
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Account Manager, Customer Success Resume Examples & Samples
- Manage up to ~20 enterprise-level accounts
- Collaborate with Sales through initial handoff process (internal handoff, kick-off call, and all initial details in implementation record)
- Implementation Success Planning with customers
- Conduct regular check-in meetings with customers (beginning of year, mid-year, and end-of year at a minimum)
- Identify trends, successes, and areas for growth from usage and performance data; share recommendations based upon customer goals and support action planning via monthly data and/or regular check-in meetings
- Support and help coordinate admin, teacher, and student setup in partnership with CS Operations team
- Track, report, and share usage with customers monthly
- Develop and deliver Professional Development and training via webinar and/or in-person
- Share relevant product updates and resources with customers
- Gather feedback and allow voice of the customer to be heard
- Be customer’s/ primary implementer’s main point of contact and support; be available by email and phone as questions arise
- Lead the renewal process for all enterprise customers in territory
- Collaborate with inside and outside Sales team members to drive expansion activities for current customers as well as identified/qualified pilot customers
- Support regional events and conferences in tandem with Sales to support renewals and drive new sales
- Work with Amazon Education Fellows to support PD and other events in their regions
- Work with various teams (Marketing, Product, Engineering, and Content) to advocate for our customers
- Identify and execute special projects throughout the year based on needs and individuals’ skills
- Strong presentation/ training skills and be ability to command a room
- Ability to navigate difficult conversations about various topics
- Flexible and willing to pitch in as needed – collaborative & focused on teamwork
- Skilled at relationship management and ability to advocate for customers
- Passionate about driving change in education
- Tech savvy and able to quickly learn and navigate new technology
- Data-oriented: passionate about using data to drive decisions and demonstrate progress
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Manager, Customer Success Directors Resume Examples & Samples
- Demonstrate project management capabilities with the ability to deliver on time quality work
- Daily self-organizational cadence for prioritization of managerial tasks and executive projects
- Day to day management of Customer Success Director team with fixed KPI cadence
- Lead weekly team meetings to align individuals with organization goals/initiatives
- Responsible for team performance as it relates to retention and growth
- Assist in guiding account strategy and implementation plans for Franchise Account and Multi-Location Businesses
- Form relationships with key accounts and attend major client meetings as needed
- Arrest customer issues prior to them becoming a larger problem
- Minimize Churn at corporate and individual location levels
- Act as escalation point on major client issues
- Create training programs to further develop team members
- Assist in shaping processes based on business needs and staff feedback
- Evolve customer focus methodology to improve client satisfaction and success
- Inspire team member growth & development of skill set
- Ensure the CSD team being managed maintains and grows client and client revenue
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Manager, Customer Success Resume Examples & Samples
- Focuses on leading a team that is dedicated to delivering great customer experiences
- Drives the team to help customers realize value, while managing creatively to increase efficient work streams
- Re-defines a best-in-class Customer Success program
- Develops a culture of continuous improvement
- Coordinates the activities of Customer Success, Consultants and Onboarding Specialists to meet contract obligations and proactively meet the needs of our customers
- Provides metrics and reporting support to all relevant stakeholders
- Proactively identifies potential issues and drives resolution to avoid customer impact and facilitates continuous improvement
- Uses data to drive the appropriate and most impactful engagement with customers
- Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience
- Ensure teams document and record all activity and communication with customers
- Work closely with sales account managers to help communicate the value of the services provided by the Outbound Team
- Provides feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs
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Manager, Customer Success Directors Resume Examples & Samples
- 3+ years minimum of management experience
- Bachelor�s Degree
- Digital experience desired
- Enterprise account management desired
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Manager, Customer Success Consultants Resume Examples & Samples
- Hire, train, retain and mentor group that interfaces with clients and ensure that the team achieves and exceeds the clients' business objectives
- Work cross-functionally with other departments (specifically Sales) to ensure proper resource management and continual innovation and improvement
- Cultivate and grow strong team members
- Develop individuals to Lead research, creation, implementation and management of client campaigns with various outlets such as Google, Yahoo!, Bing, CitySearch, Ask, MIVA, Enhance and others
- Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management
- Analytical thinker who can make swift decisions, adapt to changes while staying the course and deliver results
- Demonstrated experience building profitable client and vendor relationships
- Hands-on, action-oriented leader with the ability to understand client goals and how they translate into media strategy
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Manager Customer Success Engineering Resume Examples & Samples
- 1,600 live multi-channel apps in the B2C and B2B arenas. Kony provides an integrated mobile application development platform (MADP) to define, design, develop, test, deploy and manage multi-channel applications from a single code base. With Kony, you can deliver stunning user-first experiences, get to market faster and lower your application TCO. Kony also offers a suite of productized B2E and B2C apps that enable customers to quickly extend their business
- Provide Technical Support for Kony Suite of products that include Mobile
- Application Development Platform & Mobile Fabric
- Work with Developers & Executives from Enterprise Technology Customer
- Organizations to help them use Kony products without issues & challenge
- Collaborate with Product, Engineering, Customer Success & Services teams in
- Kony to manage customer issues & escalations
- Lead & mentor the support team of skilled technical professionals in technology leadership, problem solving & customer management
- Build & Manage the support team by hiring, building capability & career development
- Design, develop, and implement processes, systems, and technology to support and enhance the technical support functions with Knowledge Base, Developer Community & Bug Management
- Develop, implement & own practices that measure the effectiveness and performance of the Technical Support Deliverables
- Be a customer champion, design & drive customer engagement projects for Support group
- Own & achieve great customer satisfaction scores for Support Teams
- Prepare & Present business review & Management reports
- Lead and/or contribute for Strategic Initiatives
- Bachelor's degree in Computer Science, Engineering or a related field with 12 to
- 15 years of progressive experience in supporting software products
- Minimum 3 years of Customer Support experience supporting and implementing
- Software products, preferably in a global organization
- Excellent problem solving & troubleshooting skills is required
- Prior software development experience in Java is a must
- Should have done at least one project end-to-end in a technical role before assuming manager role
- Good hands-on experience on Java, J2EE, JavaScript and App Servers (WebSphere/WebLogic) will be differentiator
- Knowledge in mobile/web application technologies is preferred
- Experience in application deployments and Production cutovers will be a plus
- Should possess understanding & leadership in support processes, KPIs & SLA management
- In-depth knowledge of customer service principles and practices is a must
- Ability to handle escalations and drive customer communications on daily basis
- Ability to lead & drive performance based team is non-negotiable
- Experience & Achievements in people management skills is a must
- Should be fluent & excellent in written and oral communication skills
- Must be able to deliver with minimal supervision
- Should be able to deliver 24X7 support coverage to our global customer base
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Manager, Customer Success Resume Examples & Samples
- Set the overall vision and strategic Adopt and Expand plan for the Customer Success Managers in assigned territory
- Ensure the strategy and direction is integrated with and aligned to Cisco and Regional sales business objectives and priorities in assigned territory
- Represent her/his organization with stakeholders 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, through influence of her/his team
- Develop creative and repeatable Expand strategies through successful adoption
- Advocate innovation and effectively lead through change
- Serve as the lead spokesperson and ambassador for Adopt and Expand within assigned territory
- Bachelor’s degree required, Masters degree preferred
- 10+ years’ experience in leading customer-facing organizations
- Proven successful sales track record is preferred
- 5+ years of experience with subscription and software offers/recurring revenue model
- Strong empathy for customers and a passion for revenue and growth
- Develop/implement/Optimize Adopt and Expand GTM strategy
- Leveraging and ensure alignment across all three routes to market: Direct, Virtual & Partners
- Create continuous three year vision and strategy
- Integration of automation and analytics for continued process improvements
- Leverage independent industry best practices and bench marking
- Ability to work independently, while achieving desired results
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Manager, Customer Success Resume Examples & Samples
- Oversee a team of Zendesk Customer Success Consultants who are each responsible for managing a portfolio of accounts in order to achieve and exceed quarterly departmental churn and contraction targets
- Be a trusted escalation point for the team and customers where churn/contraction risks exist
- Coach and mentor your team closely so there is consistency in the customer’s experience across their lifecycle with Zendesk
- Participate in dry run and deck reviews to provide feedback to drive a better customer experience
- Work with Sales and Success Leaders to identify trends and uncover opportunities for improved or new success engagements or customer training offerings
- Ensure your team follows program methodology to proactively engage with customers
- Be a resource to the team on customer service industry trends so that you can participate in configuration review development and presentations
- Create and seek out professional development opportunities for the team
- Quick learner with new programs and software; Knowledge of the Zendesk product, or comparable solutions
- Partner with Sales Management to ensure Success engagements are driving value, resulting in renewals and expansions
- Co-chair renewal calls biweekly and managing action items where appropriate
- Lead and mentor a team of Customer Success Consultants (CSCs) who manage a portfolio (approximately $20m ARR) of customers in order to achieve and exceed quarterly Churn and Contraction targets
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Manager, Customer Success Resume Examples & Samples
- Work closely with Sales management to align on strategy and best practices for each vertical
- Customer experience champion
- Ability to have difficult conversations with customers
- Player/coach mentality
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Manager, Customer Success Resume Examples & Samples
- Attracting, hiring and retaining a group of Customer Success Managers (CSM’s)
- Working with the sales organization to ensure every customer in UKI renews their subscription with Workday
- Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities
- Monitoring and facilitating the customer’s adoption of our solution’s features and functionality
- Experience building and managing a consulting or customer success type organization
- Extensive implementation consulting experience with HCM, Financial Management, or Payroll applications
- Proven ability to develop customer visions for 3-5-year solution roadmaps
- Possess excellent follow-up skills with great attention to detail
- Excellent communication and presentation skills along with content development skills
- Proven ability to align across corporate functions (e.g., Professional Services, Product Management)
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Manager, Customer Success Resume Examples & Samples
- Develop client success programs to meet the needs of CSMs supporting a book of business
- Provide leadership and mentoring to team members and peers
- Ensure the team is provided soft skill and technical enablement as needed
- Participate with Adobe CSM Management to develop and refine best practices
- Maintain up-to-date knowledge of Adobe's and related technology and be able to clearly articulate business value
- Share a clear, compelling vision of Adobe’s future and share the alignment between individual, team, organization and company goals
- Play a direct role in departmental planning and budgeting
- Identify, hire, develop and retain talent
- Clarify roles, responsibilities, and job expectations to enable success
- Model Adobe values—show consistency between words and actions
- Put the customer at the heart of every interaction
- Provide challenging work, stretch assignments and internal opportunities to broaden experience and expertise
- Ensure that CSMs understand how to work cross-functionally with external customers, partners and a host of internal parties
- Make development planning and development discussions a key priority
- Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
- Manage critical product segment issues with Business Unit for resolution
- Work in partnership with sales management to achieve and exceed renewal goals
- Bachelors Degree or equivalent strongly preferred , Masters Degree or above is a plus
- 5+ years of related experience in technology (customer success, consulting, business development, sales engineering, client-side experience, etc.)
- 3+ years experience building, leading and managing a technology organization
- Strong interpersonal skills and desire to work in a dynamic and fast-paced environment
- Ability to work autonomously, be self-motivated and a strong team leader
- Highly articulate with a consultative approach to business problems
- Responsiveness is key!
- Willing to adapt as necessary to accommodate changes in industry and company direction
- Demonstrates competence in resolving conflicts and reaching compromise with others
- Ability to quickly learn new technology and translate the features of a range of products into business benefits and TCO
- Excellent verbal and written communication skills at all levels
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Manager, Customer Success Consultants Resume Examples & Samples
- Hire, develop, and retain a team of 15+ employees while fostering a winning and healthy environment
- Develop junior managers and senior employees
- Monitor calls daily for compliance and employee coaching opportunities
- Serve as escalation point for dissatisfied customers and set the standard for negotiation and client resolution practices
- Prefer 1+ years of experience managing 10 or more employees in a fast-paced, high-volume client service work environment
- Prefer 1+ years managing clients at Yodle
- Prefer hands-on online marketing experience in SEM, SEO and a platform
- At least 6 months at Yodle/6 months in current role
