Customer Success Manager resume examples

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Skillful Customer Success Manager resume

Hawa Robbie
Skills

Certified SCRUM Master + SaaS  + PaaS + B2B + B2C + B2B2C + Salesforce + Jira/Confluence (Jira Certified) + Python + Linux + Capacity Management + Demand Forecasting +  GSuite + Microsoft Office + Azure Devops + MS Project + Unified Communication  + Multimedia Systems + Media Proposals/Plans + Programmatic Advertising + Analytics + Data on-boarding 

Experience
Director, Global Program Management | 01/2019 to Current Dentsu Aegis Network (Carat/Microsoft) - New York, New York
  • SCRUM Master and AGILE leader developing continuous improvement across all LOB's on Microsoft business
  • Create + Maintain systems + Processes that drive efficient delivery of analytics outputs
  • Develop Azure Devops / MS  environment with SCRUM task boards, capacity plans, forecasting + risk management
  • Create + Manage Global delivery calendar & work with global market leads to manage escalations
  • Manage MTA Project with Microsoft + Carat + Conversion Logic
  • Drive strategic solution initiatives + analyze incidents
Director, Program Managament | 01/2018 to 01/2019 Marketing Evolution - New York, New York
  • Defined program governance and evaluation of integration needs, develop workflows + escalation process
  • Increased cross-team JIRA adoption by 70%, Made all work transparent
  • Developed enterprise account delivery Triage processes across departments
  • Managed functionally + built capacity management tools 
  • Leads with project management oversight, report on team compliance
  • Managing Executive level needs, stakeholders' communication; Reporting issues, failures, recommending best practices and change management efficiencies
Enterprise Customer Success Manager | 05/2017 to 11/2017 PebblePost - New York, New York
  • Developed enterprise client on-boarding process, managed implementations, enhance Atlassian Jira and Confluence process infrastructure and adoption
  • Exceeded annual delivery goals with client renewal rate above 75% for all enterprise accounts, maintained customer delivery schedule and reporting cadence
  • Managed BOB of $1.2 Million quarterly delivery rates, strategic up-selling and campaign optimization strategy working with the campaign operations team
  • Clients: Gap, Urban Outfitters, Houzz, Crate & Barrel, Fossil, Office Depot, Talbots, Anthropologie
Senior Project Manager, Client Services | 08/2016 to 05/2017 Flux Branding - Los Angeles, California
  • Improved legacy project management system by implementation of SCRUM methodology,
    increased efficiency in E2E process by 75% and maintained delivery schedule
  • Managed DSP's and vendor relationships for different programmatic campaigns
  • Managed client web development projects cross-functionally acting as the digital liaison
Project/Account Manager (Contract) | 07/2015 to 05/2016 LabRoots, Virtual Events - Los Angeles, California
  • Managed client webinar and web-conferencing life-cycle with budgets ranging upwards of
    $300k+ (based on up-sell and renewals) with successful delivery
  • Worked with clients to define KPI's and goals for sponsored messaging
  • Managed Unified communication webinar and virtual event content + strategic ad placement,
    speaker management, provided technical support as needed
  • Clients: GE Healthcare, DiaSorin, Lexogen, Beckman Coulter, Abbot Diagnostics, Thermo-Fisher
Multimedia Specialist (Contract) | 12/2014 to 07/2015 Capital Group, American financial services - Los Angeles, California
  • Provided in-depth reporting analysis on 4-year roster of webinar attendees, determined
    qualified leads for sales development and marketing efforts
  • Evaluated and enhanced reporting infrastructure and guidelines in development of new
    reporting system implemented and adopted company wide
  • Developed and implemented webinar template needs, guidelines, verbiage, quality assurance
    practice, schedule cadence, best practices and program process excellence
  • Produced quarterly investment review conferences, webinars, QBR's , adobe webinars and all unified communication systems 
Web + Print Production Manager, Client Services | 08/2013 to 08/2014 Healthy Living Magazine, Publisher - Beverly Hills, Ca
  • Exceeded quarterly print + programmatic advertising goals with client renewal rates by 75%
  • Launched iTunes digital app, implemented e-commerce system nurtured brand partnerships
  • Built out and managed client servicing team, implemented project management system and quality assurance practice. Cultivated client relationships and customer success standards
  • Managed printing deadlines, content strategy, media plans raised social media following by 40%
Senior Production Manager, Client Services | 12/2010 to 06/2013 TalkPoint a PGi Company, Unified Communication Saas - New York, NY
  •  Managed accounts ranging from $20k/mo.- $200k mo. subscription service with Cisco Systems partnerships
  • Managed webinar life-cycle, satisfied client KPI's, live conferencing management, managed webinar reporting analysis needs, training and custom customer reporting requests
  • Clients: Fortune 500's, Financial, Pharmaceutical + Publishers
Education
The Art Institute of Atlanta - Atlanta, GA Digital Media, 2008
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Job-winning Customer Success Manager resume

Margaret Grow
Skills
  • Microsoft Office Suite
  • Adobe Photoshop
  • Facebook Advertising
  • Google Analytics 
  • Salesforce
  • Clarizen
  • ClickTime
  • Jira Software
Work History
Customer Success Manager, 09/2017 to Current
 Fishbowl Inc. – Austin, Texas
  • Manages a portfolio of 30 Enterprise accounts, totaling in $2.6 million in annual revenue
  • Responsible for the retention, renewal and up-sell opportunities within book of business
  • Represents "voice of the client" internally to drive client-centric product development
  • Works cross-functionally with implementation, client support, and product to ensure and manage client success
  • Leads and supports regular, proactive client engagements - such as Quarterly and Bi-Annual Business Reviews, status calls, onsite meetings and budget planning
  • Creates value for customers by ensuring defined business outcomes and building success plans with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
  • Is accountable to drive effective usage of Fishbowl software solutions within clients through creating and executing thorough and action-oriented plans
Enterprise Marketing Consultant , 04/2017 to 09/2017
 Fishbowl Inc. – Austin , Texas
  • Developed and executed high-impact marketing strategies for six national restaurant chains including Del Taco and Buffalo Wild Wings, that enhance acquisition, engagement, and ROI
  • Planned and implemented integrated marketing campaigns with email, digital, social media and print elements
  • Served as Project Manager for all client-facing projects and campaigns to ensure timely, efficient, and quality delivery
  • Analyzed clients' campaign metrics and consumer data to inform on trends, successes and overall program health
  • Deep understanding of clients' needs while identifying additional growth opportunities for client base
  • Strong focus on client retention, satisfaction, and revenue growth by developing and maintaining strong relationships with clients 
Manager, Local Marketing Services, 11/2015 to 04/2017
 Fishbowl Inc. – Alexandria, Virginia
  • Managed a team of eight Email & Social Media Specialists and oversaw daily operations for 150+ restaurant clients' marketing services
  • Met with direct reports on a weekly basis to troubleshoot client issues, assisted in the development of campaigns and encouraged positive growth in each of their positions
  • Acted as an intermediary between direct reports and clients to resolve conflicts that arose
  • Participated in identifying, interviewing, and selecting potential candidates for open positions
  • Continued to uphold responsibilities of Email & Social Media Specialist position with a personal client load of 15+
Sr. Email and Social Media Specialist, 08/2014 to 11/2015
 Fishbowl Inc. – Alexandria, Virginia
  • Managed and maintained 30+ clients with minimal attrition
  • Produced and executed individualized marketing plans to meet specific client needs
  • Developed and maintained clients' social media accounts such as Facebook, Twitter, and Instagram to leverage monthly promotions and campaigns, expand page reach, and encourage engagement
  • Monitored online reputation sites including Yelp, TripAdvisor, and Google+, responding to reviews on behalf of clients following industry best practices
  • Provided monthly reporting with analysis of campaign effectiveness and future recommendations
  • Developed a focused expertise in Client Relations and served as a go-to team member on the subject matter
Sales Executive, Small Business, 05/2012 to 07/2013
 Vocus (Acquired by Cision in 2014) – Beltsville, Maryland
  • Generated new business sales according to monthly quota of $15K by actively prospecting and strategically maintaining current pipeline of opportunities
  • Demonstrated and tailored Vocus Software solutions to potential clients by identifying their PR and Marketing needs to generate long-term Vocus clients' within the small business sector
  • Assisted in employee development by training new hires with sales strategy, product knowledge, and pipeline management in order to maximize team revenue and output


Education
Bachelor of Science: Public Relations, 2012
 West Virginia University - Morgantown, West Virginia
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Experienced Customer Success Manager resume

Kaitlyn Moriarity
Education
Bachelor of Arts: Psychology The University of Tennessee, Knoxville
Experience
21st Mortgage Corporation Knoxville, TN Land/Home Coordinator - Closer 09/2019 to Current
  • Balance closing disclosure with the title company
  • Assist borrowers in understanding the process and fees associated with closing
  • Maintain open lines of communication between the title company, dealership, and borrower
  • Ensure files close with minimal errors
21st Mortgage Corporation Knoxville, TN Land/Home Coordinator - Pre-Closer 09/2019 to 01/2020
  • Prepared and audited file for closing
  • Reviewed title commitments and appraisals to ensure file was clear to close
  • Provided support to borrowers and dealerships
  • Drove the process to ensure files closed on time
Appfolio, Inc Richardson, TX Customer Success Manager, Queue Lead 05/2019 to 09/2019
  • Managed a team of 7 support representatives
  • Represented the company at conferences and customer visits
  • Drove continuous support improvement
  • Handled manager escalations
  • Led meetings across offices using GoToMeeting software
Appfolio Inc. Richardson, TX Associate Customer Success Manager 07/2018 to 04/2019
  • Managed dedicated account base for clients over 500 units
  • Provided exceptional support which led to a 95% average NPS score at 6 months
  • Obtained certification as a product expert at 9 months
  • Mentored new team members, assisted them with learning the product and handling cases with ease
21st Mortgage Corporation Knoxville, TN Associate Credit Manager 03/2014 to 03/2018
  • Reported to multiple credit managers assisting them in their day-to-day tasks
  • Aided in underwriting loans and assisted first time home buyers in understanding the underwriting process
  • Interviewed potential customers and took applications to ascertain their credit worthiness
21st Mortgage Corporation Knoxville, TN Team Leader 08/2015 to 10/2016
  • Led a team of Financial Counselors and assisted them in making their goals each month
  • Traveled every month to field call customers
  • Kept detailed records of assistance offered to customers and account trends
  • Helped to foster an enjoyable work environment
21st Mortgage Corporation Knoxville, TN Financial Counselor 03/2014 to 08/2015
  • Managed over 1100 accounts each month
  • Utilized budgeting skills to help customers that were struggling due to financial burden
  • Assisted customers with completing payments and working out payment arrangements when necessary.
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