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Skillful Director Of Client Services resume

KIM OSLOB
Summary
Ambitious VP who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.
Skills
  • Leadership/communication skills
  • Customer-oriented
  • Project management
  • Market research and analysis
  • Small business development
  • Self-motivated
  • Negotiations expert
  • Business operations
  • Budgeting expertise
  • Product line expansion
  • Client account management
Accomplishments
  • Active in the Customer Success Community through attending conferences and meetings, presenting, writing industry articles and as a guest podcast speaker.
  • Increase ARR and decrease churn through tactical client plans.
  • Built out and managed two Global Customer Success teams and process from the ground up.
  • Launched a competitive Bonus Variable Compensation structure to motivate employees and decrease churn.
  • Handled all functions related to existing Fortune 500 & 1000 clients including retention, up-sells and satisfaction.
  • Rolled out a Customer Success solution to capture health, churn and increase efficiency.
  • Implemented plans to encourage customers to renew with multi-year deals and/or renew early.
  • Streamlined client on-boarding process from point of sale, handover and implementing a 90 day on-boarding plan.
  • Provided product feedback to CTO that aligned with reduced churn and increased client retention.
  • Increased clients ARR as high as 800% by using strategic plans and building solid client relationships.
Education and Training
Bachelor of Arts Degree: Clinical Psychology San Jose State University Clinical Psychology
Clinical Psychology Publications, Articles and Presentations
Experience
VP of Customer Success 09/2016 to Current Whisbi, LLC Menlo Park, CA
  • Lead and manage a Global Customer Success team to include CSMs, On-boarding and Support.
  • Restructured an existing Global Customer Success team, which increased client retention, revenue and decreased churn.
  • Created a On-boarding and Implementation team to ensure Time to Value was shortened and CSMs were able to focus on client satisfaction and retention.
  • Managed and revamped the Support team and protocols to align with CSM goals, client satisfaction and create a synergy between the teams when managing client issues.
  • Evaluated and analyzed churn and renewal metrics by industry, CSM, Sales Director, region and license level to present to the board.
  • Created a world class Global Customer Success Plan.
  • Established core KPI collection through surveys, NPS, interviews, client data and customer product usage.
  • Landed early renewal (5 months) and 700% ARR in large branded company within 7 months of signing.
  • Spearheading agency partnership to increase reach into new companies.
  • Work with CEO to align company to a customer focused organization.
  • Provide customer feedback and personal feedback on product direction and improvements. 
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  • Rolled out a Customer Success platform to collect detailed metrics and manage customers which integrates with SalesForce, ZenDesk and Jira.
  • Work closely with Sales to align teams and ensure pre-sales activities align with Customer Retention goals.
Independent Consultant 03/2016 to 08/2016 Linnea Consulting Sunnyvale, CA
  • Provided Customer Success and Sales consulting.
VP of Customer Success 02/2013 to 03/2016 UserZoom, Inc Sunnyvale, CA
  • Headed up new Customer Success program, resulting in an increase in revenue exceeding goal of 110% 3 out of 4 quarters.
  • Increased client ARR up to 800%, initiated early renewal program, and renewed clients on multi-year deals of two to three years.
  • Led team accountable for client retention, upgrades and overall customer satisfaction.
  • Managed a cross-functional team of 14 professionals.
  • Initiated cross-functional activities to achieve alignment with Sales and Customer Success locally and globally.
  • Negotiated and closed upgrades and renewals with Fortune 500/1000 companies, including Google, IBM, The Coca-Cola Company and Lenovo.
  • Worked with mobile and web customers to ensure success with solution.
  • Advised customers on using our solution for User Experience, Mobile and Desktop Ad campaigns, Marketing initiatives and click-tracking.
  • Hired and trained all CS staff while increasing headcount.
  • Generated monthly and annual revenue to include retention reports.
  • Shared product knowledge with customers while making personal recommendations both remotely and on-site.
  • Maintained friendly and professional customer interactions to create trust and brand loyalty.
Director of Client Services 01/2011 to 01/2013 UserZoom, Inc Sunnyvale, CA
  • Ensured client satisfaction, collected feedback and implemented improvements through calls, emails and on-site visits.
  • Managed client interactions, projects, UserZoom renewals and upgrades.
  • Managed UserZoom US support team to ensure proper and successful interactions for customers with the UserZoom products.
  • Managed UserZoom training through detailed articles, help documents, webinars and online training.
Director of Research & Product Strategy 08/2009 to 01/2011 UserZoom, Inc Sunnyvale, CA
  • Oversaw project management, renewals and upgrades of existing client accounts such as PayPal, Google, American Family Insurance, IBM, Continental Airlines, US Bank, Charles Schwab and more.
  • Created and managed original professional services team to supplement client subscriptions.
  • Managed client interactions, projects, and definition to align with customer needs.
  • Helped define immediate and future product direction, strategy and road map.
  • Provided product training, research definition and solutions to clients for both website, online software and mobile solutions.
  • Assisted with Business Development, new client subscriptions and sales.
Sr. UX Research Mgr 09/2007 to 09/2009 UserZoom, Inc Sunnyvale, CA
  • Managed, led, defined, implemented, and analyzed UserZoom client projects to improve the Customer Experience of website and digital interfaces both mobile and desktop.
  • Determined goals and tasks that met clients' needs.
  • Determined industry standard recommendations to fit each unique situation and site or interface.
  • Worked closely with client product teams to define studies from start to finish.
  • Reported and presented to all levels meaningful results and recommendations.
  • Managed research team from training to project start and project completion.
  • Trained high-profile clients on the UserZoom tool and methodology.
Sr. User Experience Researcher 11/2004 to 12/2015 Visto Corporation Sunnyvale, CA
  • Worked closely with product teams to define usable mobile software products that fit with our customers' goals and workflows.
  • Worked closely with Product Marketing and Channel Marketing to determine software download and setup flows that met carrier, customer, cultural, and company needs.
  • Formulated Best Practices Guides for product placement and partner sell-through on third party websites.
  • Worked closely with marketing on defining and improving new product concepts and directions using traditional and non-traditional usability techniques.
  • Educated product teams about user-centered design activities that could be conducted at different phases of the product development cycle, and guided product teams through these activities.
  • Defined, developed, lead, analyzed, and reported on results from usability lab studies, expert reviews, customer interviews, co-discovery studies, surveys, journal/diary studies, documentation reviews, international research, prototype testing, and other various other usability methods.
  • Managed international and local usability research with internal stakeholders, contractors, and mobile carriers to include mobile specific research training.
Additional Information
  • Available on LI Profile: https://www.linkedin.com/in/koslob
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Job-winning Director Of Client Services resume

Daniel Anyaegbunam
Professional Summary
Accomplished attorney with proven success in driving innovation and early adoption of sports brand management plans and platforms. Expert in managing relationships with high-profile clients and translating marketing and business law needs into results-driven strategies. Excited to leverage a law background to take next career steps in a rewarding role.
Skills
  • Analytical Thinker
  • Technologically-adept
  • American Bar Association (ABA) certified 
  • Advanced MS Office Suite proficient
  • Legal writing
  • Effective communicator and presenter 
  • Public relations
  • Brand development and management
Work History
Trial Attorney District Attorney's Office - Brooklyn, NY Current
  • Resolve post-judgment litigation settlements and default judgment orders in favor of the client
  • Act as liaison between multiple attorneys involved in complex legal issues
  • Engage in complex civil litigation under statutes relating to protection of the environment and public health
  • Conduct extensive legal research using independent judgment, discretion and initiative
  • Researched state statutes, decisions, legal articles, codes and documents
  • Conduct detailed client intakes and entered information into company database with 100% accuracy 
  • Prepare clients for depositions; ascertain key objectives of case strategy and solicit information from witnesses and key experts that support client's position in felony cases
  • Direct and coordinated law office activity, including delivery of subpoenas
  • Manage a high-volume caseload in a populous and demanding circuit
Director of Client Services Athletes Capital Agency - New York, NY 11/2017 - Current
  • Developed new process for athlete client evaluation which resulted in marked performance improvements
  • Contributed to athletes economic success by continuously participating in the budgeting and investment process 
  • Use measurements, analysis and process alternatives to arrive at best practices
  • Revise player plans as needed to meet changing goals and strategic objectives 
Digital Marketing Intern US Open Tennis Championships 2017 - New York, NY 05/2017 - 08/2017
  • Provided administrative support to senior staff including creating proposals and organizing documentation
  • Tracked and analyzed web analytics to recommend proactive adjustments to strategies
  • Set up multimedia presentations for use in meetings with key stakeholders and senior management
  • Created unique and engaging content for a range of social media platforms including Pinterest, FaceBook and Instagram.
  • Assisted in sponsorship collaborations with related and partnering entities to enhance marketing objectives for companies such as AMEX, IBM, and Mercedes 
Education
Master of Science: Sports Management Columbia University - New York, NY 2019
Juris Doctor: New England Law | Boston - Boston, MA 2017
Bachelor of Science: Economics; Psychology Minor Syracuse University - Syracuse, NY 2014
Additional Information
Operating Systems: Windows 7, Windows 8, Mac OS
Applications: Microsoft Office Suite (MS PowerPoint, MS Word, MS Excel, MS Outlook)
Accomplishments
Syracuse University Football Team (Division I):, 2011 – 2014;
Texas Bowl Winner-2013; Pinstripe Bowl Winner-2012; Big East Co-Champion-2012
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Experienced Director Of Client Services resume

Michelle Miller
Professional Summary
Professional and creative Account Director dedicated to driving customer satisfaction and product visibility through highly-targeted online and offline marketing strategies. Experienced in public relations, relationship building and management.
Skills
  • Creative and innovative
  • Accomplished manager
  • Natural leader
  • Budget development and management
  • Recruitment and talent development
  • Customer relations
  • Strong time management
  • Strategic thinker
  • Organized
  • Special events planning
  • E-mail and direct mail marketing campaigns
Work History
Director of Client Services 07/2014 to Current
GO Destination Services Carmel, IN
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of client support staff.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained all incoming account team members.
  • Planned and executed market visits and key account calls.
  • Established and maintained vendor partnerships.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Received 2015 Wachtel Award for Vision and Leadership
Owner/Manager 08/2010 to 06/2014
Sonata Cafe Bar & Art Carmel, IN
  • Developed, implemented and managed business plans to promote profitable food and
    beverage sales.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
  • Promoted the business through participation in and sponsorship of community events.
  • Carefully interviewed, selected, trained and supervised staff.
  • Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Skillfully interacted with external vendors to obtain the best quality in pricing and product.
Director of Marketing 01/1998 to 05/2010
Miller Consulting Group Noblesville, IN
  • Cultivated effective partnerships with engineering, marketing, sales and customer support staff.
  • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
  • Coordinated and participated in promotional activities and trade shows.
  • Consulted with buying personnel to determine projected demand for products and services.
  • Analyzed business developments and monitored market trends.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Cultivated and managed relationships with key clients, vendors and community partners.
  • Proofed and approved production and printing drafts of promotional materials.
  • Managed project deadlines and monitored milestones through completion stage.
Major Account Recruiter 01/1996 to 03/1997
Norrell Services Oakbrook Terrace, IL
  • Partnered with local organizations and universities for engagement and interest in jobs offered in their community.
  • Screened all applicants based on their qualifications and background.
  • Promptly corresponded with all applicants and coordinated and conducted interviews.
  • Led the creation of recruiting plans for all open positions.
  • Networked with industry contacts, association memberships and associates.
Marketing Coordinator/Customer Service Manager 02/1991 to 12/1995
Westfield Coated Paper Company Westfield, IN
  • Strong leader of customer support staff.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Effective liaison between customers and internal departments.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Coordinated and participated in promotional activities and trade shows.
Education
Bachelor of Science: 1990 Indiana University - Bloomington, IN
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