Flosum

Senior Customer Success Manager

Clari

Co-leader: Asian Clari Network - Employee Resource Groups

* Advise customers on best practices for transforming their revenue operations with the Clari platform, including staying up to date on trends in the industry
* Conduct quarterly account performance planning and reviews in partnership with your Account Management team (e.g., Executive Business Reviews, Strategic Growth Initiatives discussions)
* Review and analyze usage data, health indicators, renewal dates and growth opportunities in partnership with the Account Management teams
* Coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability
* Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product). 
* Inform the future of the Clari platform through product feedback requests and proposals, both internally and customer-driven

Nutrislice, Inc.

* Develop and implement specific customer account and opportunity plans supporting company goals and revenue objectives
* Manage and stimulate revenue through complex, multiple go-to-market strategies
* Lead and manage customer engagement, including on-site collaboration, quarterly business reviews and executive briefings
* Position Nutrislice's value proposition as part of the overall business solution, linking these benefits back to customer business drivers
* Expand the Nutrislice solution beyond the functionality introduced during implementation process and consistently seek new business opportunities by presenting, recommending, and upselling new Nutrislice products and services
* Effectively renew customer subscriptions, on-time and with favorable terms and conditions
* Manage customer needs for engagement with other Nutrislice resources, such as professional services, training, product management and marketing
* Maintain current and accurate account information, pipeline data, forecasting and customer activity in the CRM application
* Strategize and demonstrate success with large, complex contract negotiations working with procurement, legal, and business teams in large enterprises

Principal Enterprise Client Success Manager

SambaSafety

* Manage day to day customer relationships focused on ensuring high levels of customer satisfaction and retention through developing and managing executive level relationships; and/or managing critical account strategies
* Serve as a trusted advisor and advocate providing operational management oversight, technical support, best practices, and domain expertise to our most valuable customers
* Manage the service delivery of customer implementations, white space growth, and contract renewals
* Identify upsell opportunities, communicating regularly with inside sales and account managers to grow assigned account base
* Be a dedicated resource for the optimization of the customer experience, both assisted and online, through close collaboration with cross-functional teams to ensure a consistent customer experience across the organization
* Foster a culture of engagement and excitement to deliver customer-centric results
* Gather, document, and communicate high-level customer insights and themes through analysis of customer experiences in a manner understood by relevant audiences across the organization
* Promote and manage the understanding of Samba Safety’s services and product offerings to meet strategic customer needs and goals
* Proactively review key account metrics with assigned clients, setting goals and facilitating goal attainment
* Educate existing accounts on new features and productivity tools
* Partner with Implementation Services to transition new customers from sales pipeline into the Customer Success phase of the customer lifecycle
* Serve as escalation point of contact, prioritizing and driving resolution on escalated customer issues

Enterprise Customer Success Manager

DevelopIntelligence

* Support​ ​high-tech​ ​clients​ ​in​ ​the​ ​design,​ ​delivery​, ​and​ ​execution​ ​of​ ​world​ ​class​ ​learning​ ​programs​ ​to​ ​meet​ ​their needs
* Own customer relationships from implementation and onboarding to ongoing product adoption across multiple departments, stakeholders, and business users
* Work effectively and efficiently with Product, New Business Development, Program Management, Instructor Fulfillment, and Leadership teams
​* Manage​ training​ ​programs​ ​for​ ​Fortune​ ​1000​ ​technology​ ​companies​ ​including​ ​organizing​ ​training​ ​programs​ ​and overseeing​ ​execution​ ​of​ ​all​ ​classes​ ​within​ ​programs
* ​​Able​ ​to​ ​maintain​ ​both​ ​training​ ​program​ ​management​ ​as​ ​well​ ​as​ ​strategic account​ ​management​ ​responsibilities
​* Effectively communicate​ ​with​ ​clients​ ​constantly​ ​and​ ​at​ ​C-​levels​ ​of​ ​the​ ​organization and other stakeholders
​* Ensure​ ​high​est ​levels​ ​of​ ​customer​ ​satisfaction​ ​and​ ​loyalty to establish critical goals, or other key performance indicators that aid them in achieving their goals increasing renewals and reducing churn
​​* Manage ​training​ ​for​ ​a​ ​large​ ​number​ ​of​ ​students​ ​each​ ​year​ ​including​ ​multiple​ ​classes​ ​each​ ​month
* ​​Responsible​ ​for​ ​management​ ​of​ ​large​ ​annual​ ​revenue​ ​based​ ​on​ ​client​ ​accounts​ ​similar​ ​to​ ​managing​ ​large training​ ​budgets
* Utilize​ ​knowledge​ ​of​ ​technology​ ​industry​ ​trends​ ​and​ ​programming​ ​languages​ ​to​ ​enhance​ ​learning​ ​programs and​ ​client​ ​satisfaction

Senior Enterprise Customer Success Manager

Agility Recovery Solutions

* Act as a trusted advisor, thought leader, and subject matter expert to new and existing clients
* Work closely with a set of existing clients via teleconference and webex meetings to review current services and enhancements, promote client engagement, loyalty, and retention
* Onboard new clients and understand their needs from Agility at time of disaster
* Retain and grow existing base of clients with outreach programs, marketing campaigns, and social media outlets
* Act as a liaison between internal teams to ensure clients needs are being met; coordinating amongst Sales, Operations, and Finance teams
* Keep all clients needs, questions, contract information, and actions up-to-date using SFDC
* Develop strong rapport with account base to keep clients for life
* Create superior client experiences. Timeliness of best method of follow-up, responsiveness, setting clear expectations with client engagements
* Introduce Agility’s solution and deliver value proposition. Client for life mentality throughout clients engagements. Manage to clients timelines and coordinate support from other departments as needed
* Retain and / or grow existing clients subscriptions by analyzing business needs and offering appropriate upgraded services
* Responsible for continuing education in the fields of business continuity, disaster recovery, account management and project management

Strategic Account Manager - Customer Success

VMware

* Developed successful business and technical opportunities for customers through the creative application of VMware's products and services
* Grew product and services sales and VMware's overall position within ~15 enterprise accounts averaging over $2 million in annual sales over 18 months and 112% of total goal in the last fiscal year
* Developed and lead account strategies and initiative with a cross functional team of specialist and strategic partners to maximize opportunity and impact for the customer
* Lead development of new opportunities within each customer to enter new business and IT models including: Infrastructure as a Service strategy and architecture development, field sales acceleration leveraging Software as a Service technologies
* Responsible for building long-term relationships to fully understand the client's cloud vision, strategy, and goals in order to drive revenue and retention
* Collaborate with Sales and Systems Engineers to drive success of Proof of Concept efforts
* Provide onboarding sessions via WebEx for Disaster Recover, Virtual Private Cloud, as well as Dedicated cloud
* Understand customer's cloud use case, becoming a trusted advisor in their cloud story
* Proactively review customer consumption and billing to help customers optimize their investment
* Drive escalated or critical issues by aligning appropriate resources, including professional communication with all stakeholders
* Learn, develop, and share information or documentation on internal systems and processes

Client Success Specialist

Sound Publishing

* Maintain customer satisfaction and accountability through consultative selling
* Engage in all stages of the sales cycle, from prospecting to developing customer rapport, closing business and servicing accounts
* Expand sales footprint with existing and new accounts by introducing new products and services
* Complete appropriate sales activity reports and forecasts as required
* Responsible for meeting and exceeding weekly, monthly and quarterly sales activity with focus on solution based selling and digital product inclusion
* Maintains price and product integrity to ensure maximum company profitability
* Initiate and devise client solutions and proposal ensuing realistic deliverables and profitability
* Meet with key decision makers and develop advertising programs that target client specific needs
* Prepare and deliver sales presentations to new and existing customers to drive new business as well as protect and increase existing advertising

Senior Account Executive

Account Executive

- Seasoned, driven, and strategic leader in Customer Success with a passion for customer success and consultative sales.
- Focused on high customer satisfaction, increased customer lifetime value, and development of a loyal customer advocate base that result in increased revenue.
- Accomplished and results-driven analytical thinker and proactive problem solver with expertise in relationship building, client retention, and exceptional service delivery to the organization's largest and most strategic customers.
- Balanced business and technical background to provide credible leadership to product, marketing, operations, sales, legal, and support teams in SaaS and startup organizations.

SOLUTION EXPERTISE:

Tech
SaaS
DevOps
ML/AI
Data Analytics
Release Management
Revenue Operations
Go-to-Market Strategies
Enterprise
Startups
Cloud
Disaster Recovery
Business Continuity


KEY STRENGTHS:

Customer Success
Account Management
Implementation
Customer Onboarding
Solutions Consulting
Project Management 
Sales Team Leadership
Customer Experience
Client Relationship Management
Talent Development
Quota Attainment
Agile Project Management
Enterprise Contract Negotiations
Resource Optimization

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