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Customer Success Manager / Product Manager Resume

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San Leandro, CA

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SUMMARY

  • USA Today Bestselling Author title achieved through Product Management and Marketing savvy.
  • Achieved and maintained an average profitability rate of 86% per sale.
  • Customer Success Manager for key accounts representing 80%+ of company revenue.
  • Scary Modsters recognized for its special contribution to Visionary Fiction.

PROFESSIONAL EXPERIENCE

Confidential, San Leandro, CA

Customer Success Manager / Product Manager

Responsibilities:

  • Served in a dual role to deliver comprehensive product direction and support from conception to marketplace launch and growth across multiple publishing platforms.
  • Devised a marketing plan converting a $1000 investment into 5K+ sales at 76% profit. Related products gained an average boost in sales between 200 - 900%, sustained over 4 months.
  • Developed and implemented programs organizing people and electronic products to create cohesive packages resulting in sales success recognized by USA Today.
  • Participating entities gained ROIs averaging six times greater than standard.
  • Created rich relationships through an Agile / PMBOK combination. Light use of traditional tools comforted less-experienced stakeholders. Agile uncovered skills and conquered weaknesses.
  • Developed a trusted advisor relationship with key project stakeholders by ensuring all activities were closely aligned with the business mission, thus allowing realization of full potential.
  • Aligned cross-functional efforts of a skill-set-diverse team through mentorship, production, design, and advertising strategy development.
  • Assessed product success through benchmarks, competitive analyses, and testimonials supporting marketing campaigns including events, presentations, advertising, and social media marketing.
  • Met with customers and colleagues to determine untapped avenues for consumer product discovery.
  • Built a productive start to a long relationship through customer engagement and social media outreach.

Confidential

Proprietor

Responsibilities:

  • Identified and capitalized on a market niche that provided distinguishing opportunities to successfully launch and grow innovative ideas in a dynamic, highly competitive environment.
  • Reduced advertising costs nearly 60% by landing key accounts and high-profile events.
  • Combined customer success strategies with business and financial acumen to launch new ideas in keeping with consumer trends and stakeholder expectations.
  • Directed all aspects of operations, including financial projections and management, client outreach, contract management, staffing, inventory, and logistical coordination.
  • Maximized product success through traditional and non-traditional marketing campaigns that expanded brand awareness and product demand via social media, trade show marketing, and critical news features.
  • Established presence as an industry leader by gaining world notoriety through Food Network feature, resulting in fostering customer and brand loyalty and profit within first year of operation.

Confidential, San Francisco, CA

Customer Success Manager / Product Manager

Responsibilities:

  • Served in a dual role to facilitate cohesive project collaborations supporting product and feature lifecycles for a SaaS product in an Agile, startup environment.
  • Streamlined and optimized a Human Resources Recruiting Platform by collaborating on strategic plan development for increased product awareness, driving tactical activities that delivered timely and accurate project deliverables in accordance with established product plans and leadership mission.
  • Created and implemented solutions to eliminate/reduce internal workflow gaps, developing a comprehensive standards and procedures documentation for short- and long-term corporate success.
  • Conceptualized, developed, and implemented requirements gathering strategies for training & development program. Conducted training sessions and authored user guides to ensure success.
  • Collaborated with the CTO and engineering team to define release requirements, authoring technical features based on industry experience and market research; thus, strategizing on new business and expanding footprint into existing accounts.
  • Timely / comprehensively responded to RFPs, managing projects via benchmarks and case studies.
  • Provided up-sell opportunities and initiated system upgrades by presenting recommendations to management and overseeing the design-to-training lifecycle.
  • Hosted daily status calls and ad hoc meetings to ensure client satisfaction in an ever-changing environment.
  • Assisted sales team by conducting in-person and online application demos for potential clients.
  • Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction.
  • Instrumental in developing the framework that enabled targeting the healthcare industry and establishing a new sales channel.
  • Participated in industry trade shows and events, delivering consultative sales pitches in response to assessed customer needs.

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