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Senior Customer Success Manager Resume

OBJECTIVE

  • Obtain a challenging opportunity with an organization that will utilize my skills to solve problems in the areas of technical, project management, customer success, service delivery and operations management.

SUMMARY

  • Successfully managed customer’s accounts both locally and globally, through the various stages of the sales process.
  • Proven ability in account management with demonstrated experience in meeting customer’s technical, billing and service needs.
  • Experienced in problem - solving, using strong written and verbal communication skills.
  • Displaying my proven ability to effectively communicate at all levels of management and organizations.
  • Adept at sizing up customer needs, analyzing business models, developing custom customer solutions, and meeting with customers.
  • Continually growing skills, organized, detail oriented with the ability to multi-task, meet deadlines and prioritize work.
  • Able to develop solutions using self-initiative, creativity and an optimistic attitude.

PROFESSIONAL EXPERIENCE

Confidential

Senior Customer Success Manager

Responsibilities:

  • Work with key accounts across Latin America to provideday-to-day point of communication between the customer and VitalSource; communicate and advocate individual customer needs to internal stakeholders
  • Provide customer training on VitalSource systems and tools for metadata and content delivery management, along with LMS integrations
  • Provide communication on VitalSource software features and functionality, plus upcoming features, issues and downtime
  • Coordinate resources within VitalSource as appropriate to meet the customer’s needs; work productively across functions with all internal stakeholders including Sales, Marketing, Finance, Product and Development
  • Perform onsite customer visits with accounts to discuss needs, assess health of account and provide training along with demonstrations on upcoming releases
  • Evaluate and monitor the overall health and happiness of the customer, and share this information and customer insights with internal stakeholders
  • Assist in long term goal planning with accounts and identify areas in which to upsell and additional products

Confidential

Project Manager

Responsibilities:

  • Manage day to day operations and projects for global staff of data center engineers for the Confidential Intercloud network
  • Allocating resources to perform work using ITIL standards.
  • Conduct 1:1 meetings with engineers, facilitate regular team meetings
  • Provide documentation for work plans and follow plan through completion
  • Ensure projects are performed on time and on budget
  • Serve as an escalation point between teams and providing on call support
  • Assist with analytical reporting using excel, Service Now, Tableau
  • Developing and documenting operational procedures
  • Document work performed and provide customer feedback
  • Ensuring existing protocols and best practices are followed
  • Using data to identify trends in work and addressing needs in the various sites
  • Create relationships between various business units to ensure staffing needs and work flow concerns are addressed.
  • Triage calls for help desk staff
  • Enter call tickets and see them through completion
  • Handle logistics for incoming parts

Confidential

System Engineer/ Resources Deployment/Project Manager

Responsibilities:

  • Handles incoming support calls and provides initial call assessment
  • Triage calls for help desk staff
  • Perform maintenance on customer equipment and perform tier 1 support duties
  • Deploy and manage onsite monitoring equipment
  • Coordinated engineering staff on various projects
  • Provide customer escalation point
  • Serves as a liaison between sales department and end users
  • In charge of day to day operations of a staff of 10-15 engineers
  • Engineering resource coordination for all project implementation, and documentation
  • Handles logistics for incoming parts
  • Responsible for maintaining high billable utilization across engineering team
  • Enter call tickets and see them through completion

Confidential

Account Executive/ Technical Sales Support

Responsibilities:

  • Formed relationships with existing customers and assure continued sales
  • Gauged current customer accounts to recommend new services and product upgrade
  • Served as a resource for the customer support staff by answering questions and finding solutions to customer billing, support, issues,
  • Worked with new customers from acquisitions, assist in transition and provide post acquisition support
  • Collaborated on projects for management to assist in upgrading customers from products and services that where to be discontinued and develop solutions to meet their needs to replace said services
  • Contributed with marketing department on sales material and promotions
  • Represented organization in local chamber of commerce events and expos
  • Consulted with clients to understand extended needs and provide some post installation support
  • Served as a technical liaison between customers and engineering
  • Coordinated with project manager’s and provisioning department to deliver customer solutions
  • Supported dialup, email, website issues. Operating systems such as Windows, Macintosh, and Linux PC’s, supported every email client and web browser.
  • Advised customers on network setups, such as router configuration
  • Escalated issues with telecommunication vendors and update customers on status of the situation each hour until issue has been resolved
  • Mediated with customers on billing issues, worked with finance department with product audits
  • Offered additional products and services, sold services to new customers

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