Customer Success Resume Sample
Emanuel Heller
29604 Stamm Manor,
San Francisco,
CA
+1 (555) 398 6172
Work Experience
Customer Success Executive
03/2018
-
PRESENT
Detroit, MI
- Passion for customer service & technology
- Working knowledge of or strong desire to learn major desktop systems: Windows 7 & 8, Mac & OSX, iPhone, Microsoft Office 2007/2013 and Office 365
- Excellent time management and team working skills
- Design and implement Project service for Customer Support consisting of maintaining an hourly project rate based on labor and overhead costs, validation of costing estimates, tracking of projects, costs and executing the chargeback process for cost recovery
- Administer Customer Support expense budget – potentially grow to cover Customer Success
- Identify and sponsor cost reduction initiatives – tracking programs and resulting savings
- Administer expense forecast, demand forecast, associated labor forecast
- Support Asset Operations by administering finance support for the asset management program (hardware and software)
- Participate in re-engineering Request Center processes
Customer Success
05/2015
-
09/2017
Phoenix, AZ
- Identify risks and opportunities and provide recommendations
- Project Management and Consulting: work with Consultants and Project Managers to understand our customers’ objectives, manage and support implementation projects, and support software testing
- Majoring in Business, Human Resources, Management Information Systems, Communications, Supply Chain, Marketing, or related fields
- Prior internship or work experience in a related field such as technology, Human Resources, insurance/benefits, or customer management
- Enthusiasm and willingness to embody our Core Values: Provide Anticipatory Service, Respect the Individual, Celebrate!, and Together
- Commercial execution in dormant & active accounts
- Leadership and creation of standards for the CSM function
- Customer adoption of Splunk technology
Customer Success Intern
06/2011
-
03/2015
Chicago, IL
- Customer Success Obsessed
- Strong verbal and written communication, organizational and time management skills
- Proven customer service experience required
- Self-Motivated and able to work on own initiative essential
- Able to manage competing demands, prioritize work and keep stakeholders informed throughout
- Working as part of a team and on an individual basis, to meet operational targets set by management
- Work closely with BMC leadership to align Transformation offerings to BMC’s broader strategy for Digital Enterprise Management and Global Services BMC Methodology
- Drive linkage of BMC’s Customer Success offerings with the Go-to-Market plan for Managed Services. Ensure that we have cohesive program Managed Services that is well integrated with the BMC value chain
- Partner with Blackbaud’s Enterprise CRM and other strategic accounts to assist them achieve lasting and measurable success
Education
Doane University - Crete Campus
2006 - 2011
Bachelor's Degree in Computer Science
Professional Skills
- Strong analytical skills and strong collaborative skills with peers and leadership
- Strong interpersonal, organizational skills and excellent written and verbal communication skills
- Excellent listening, presentation, and communication skills at all business levels and displays effective interpersonal skills
- Strong interpersonal skills, communication and leadership skills
- Excellent organizational skills and written/oral communication skills, initiative, vision, and enthusiasm
- Excellent verbal and written communication skills, including email etiquette, phone skills, and active listening
- Excellent cross-continent communication, interpersonal skills, and eloquent writing skills
How to write Customer Success Resume
Customer Success role is responsible for interpersonal, customer, presentation, business, analytical, organizational, leadership, english, strategic, technical.
To write great resume for customer success job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Success Resume
The section contact information is important in your customer success resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Success Resume
The section work experience is an essential part of your customer success resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer success responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer success position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Success resume experience can include:
- Strong decision making skills and excellent communication skills
- Excellent written and oral communication skills to enable strong presentation skills
- Strong communications skills and able to effectively interact with customers and internal business partners at all levels of the organization
- Excellent English language skills, written and verbal. Additional Danish language skills is preferable
- Video editing or creation expertise. Adobe Creative Suite skills just below your CAD/CAM/PLM skills
- Strong writing skills, with excellent grammar and attention to detail
Education on a Customer Success Resume
Make sure to make education a priority on your customer success resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer success experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Success Resume
When listing skills on your customer success resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer success skills:
- Excellent executive communication skills, interpersonal skills, and eloquent writing skills
- Strong interpersonal skills and ability to work effectively with a wide range of individuals in a high growth company
- Excellent leadership and coaching skills with demonstrated team management experience, customer focus, and service orientation
- Strong executive presence, including ability to effectively partner with and influence client executives and be a credible and effective C-level advisor
- Demonstrates good collaboration with other teams and influencing skills
- Strong formal presentation and effective communication skills
List of Typical Experience For a Customer Success Resume
1
Experience For Customer Success Executive Resume
- Strong Communicator: Effective verbal and written communication skills
- Possess strong analytical/logical thinking skills, structured analysis process and clarity of thought
- Proven ability to effectively engage with and navigate across corporate functions and the C Suite
- Excellent presentation as well as verbal communication skills
- A highly motivated, results-oriented, self-starter with strong analytical skills
- Excellent communication skills (written, verbal, visual)
- Excellent written, oral, presentation, and interpersonal communication skills
2
Experience For Customer Success Director Resume
- Detail oriented with strong problem solving and analytical skills and a focus on quality
- Strong written and verbal presentation skills are essential
- Strong analytical skills. Ability to process and interpret customer information (product utilisation data and customer requirements) to help drive adoption
- Act as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations
- Formal technical support experience; experience in customer service organziations help desk experience ideal
- Rapidly execute and effectively lead several interdepartmental projects concurrently and with strong communication
- Excellent French & English language skills, written and verbal. Additional languages are an advantage
3
Experience For Director of Customer Success Resume
- Excellent written communication skills. Able to communicate professionally to a customer and internal audience
- Excellent English and German language skills, written and verbal. Additional languages are an advantage
- Strong project management skills; ability to function as a detail-oriented project leader as well as
- Excellent English language skills, written and verbal. French and Dutch are a major advantage
- A self-starter with a strong internet-IQ that enjoys fast-paced environments and the opportunity to rapidly acquire new knowledge, skills and expertise
- Excellent communication skills (written/verbal) that are leveraged
- Excellent problem-solving and analytical skills and a keen eye for details
- Strong analytical, mathematical, and problem solving skills
- Strong written and verbal communication skills, and presentation capabilities
4
Experience For Customer Success Analyst Resume
- Good English communication skills with customers, additional languages is an asset
- Creative with strong communication skills, with the ability to communicate technical concepts in meaningful ways to those who are technical and non-technical
- Proven experience supporting and driving the adoption of both perpetual licensing and subscription/SaaS licensing models
- Prior experience as a project or program manager delivering enterprise software solutions
- Ensure speedy completion of provisioning and activation & effectively ‘on-board’ the customer and
5
Experience For Head of Customer Success Resume
- Strong technical aptitude, including the ability to translate complex systems functionality into a simplified, non-technical format experience
- Demonstrated experience with ‘land and expand’ model with enterprise customers
- Proven analytical and strategy experience in a SaaS environment
- Communicate effectively in small and large groups
- Prior contracting experience with the ability to negotiate Master Services Agreements and related Statements of Work (SOW)
- Customer Success is strong and demonstrated through requisite metrics
- Effectively network an account from the C-Level down in order to achieve successful execution of the customer’s Blueprint
- Experience in Customer Success management with a proven record of successful delivery of SaaS customer implementations
6
Experience For Principal Customer Success Manager Resume
- Global Payments and Security and/or related experience SaaS/High Tech industry experience
- Communicate efficiently and effectively to ensure clients receive the maximum ROI in their investment in MB Group products and fulfill this process
- Demonstrated success in enterprise sales, with international experience highly desirable
- Thought leader and proven success in large scale transformations. Strong change agent
- Superior communication and interpersonal skills. Ability to successfully convey complex ideas and influence customers and colleagues at an executive level
- Successfully manage multiple priorities while maintaining a strong sense of urgency
7
Experience For Customer Success Lead Resume
- Effectively summarize and present complex principles to an executive audience
- Organizational skills, creativity, and a solution-oriented focus
- Professional working experience, with at least 7 + years leadership experience preferably in software sales & services background
- Effectively collaborate with employees, customers and partners from diverse academic, professional and cultural backgrounds
- Superb leadership skills and entrepreneurial spirit
8
Experience For Customer Success Operations Manager Resume
- Experience managing an Enterprise book of business or related experience caring for and advising a set of customers or clients
- Strong knowledge of HR business processes and SuccessFactors, or strong knowledge of Cloud and SaaS
- Presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex
- Teamwork skills and ability to act as a strategic partner to the client and sales team
- Advanced Excel and PowerPoint skills and proficient in Word and Outlook
- Effectively manage Critical / Escalated Customer Situations with large customers
- Experience managing an enterprise book of business or related experience caring for and advising a set of customers/ clients
9
Experience For Technical Customer Success Manager Resume
- Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
- Able to plan ahead effectively and manage multiple accounts
- Direct customers to self-serve options provided in Skillsoft’s customer portal
- Knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft’s content library
- Thrives in a fast-paced environment, enjoys learning, team interaction, and effectively adapts to change
- Exceptional presentation skills with ability to present to audiences up to several hundred people
- Prior account management experience
10
Experience For Customer Success Operations Specialist Resume
- Experience in software or high tech marketing, commercial operations, sales, or service and experience in a direct customer facing role
- Organizational skills are a strength
- Proven experience driving projects from start to finish and leading cross-functional teams
- Function effectively in English as a primary or secondary language
- Skilled in PowerPoint, with an eye for good, clean design
- Demonstrate excellence in working under pressure and handling multiple tasks/priorities
List of Typical Skills For a Customer Success Resume
1
Skills For Customer Success Executive Resume
- Extensive strategic consulting skills and program management skills
- Experience with online messaging and marketing that connects with audiences, either from direct marketing experience or equivalent customer-facing experience
- Proven experience in a client facing and customer service environment. Previous experience in conducting training through a variety of methods
- Proven experience with account planning and review process including customer experience and relationship management
- Excellent analytical, problem-solving and decision-making skills, applied with a solution-focused attitude
2
Skills For Customer Success Director Resume
- Good questioning skills and an enquiring mind
- Demonstrated commercial mindset, with a deep understanding of selling moments and has proven experience in consistent quota achievement
- Elevate our customer experience by developing customer success skills; moving from service-focused conversations to strategic discussions with decision-makers
- Strong customer relationship, collaboration and influencing skills are required
- Excellent procedural thinking skills
3
Skills For Director of Customer Success Resume
- Apply solid project management skills to coordinate many moving parts
- Phenomenal customer facing skills and experience
- Experience managing an effective, experienced team
- Strong phone, typing, and data entry skills required
- Excellent written and verbal communication skills, including mastery of the English language,
- Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
4
Skills For Customer Success Analyst Resume
- Strong communication skills – written and verbal – with an understanding of situational best practices
- Strong analytical, operational and problem solving skills
- Demonstrated problem-solving skills at all levels of the organization
- Excellent verbal, written and public presentation/speaking skills
- A highly committed individual with strong problem solving and analytical skills
- Excellent written and verbal communication skills in German (native) and English (fluent)
- Multi-language skills would be advantageous, good command of English is essential
5
Skills For Head of Customer Success Resume
- Experience based “Issue Resolution” skills that facilitate
- Excellent organization skills with the ability to
- Effective communication skills and technical aptitude
- Strong telephone skills, verbal and written communication
- Strong organizational design and negotiation skills
- Excellent executive-level communication, presentation and interpersonal skills
- Excellent interpersonal, presentation skills, both written and verbal
- Strong data analytical skills and with a mastery of Microsoft Excel, PowerPoint, and Word
- Strong data research and analytics skills to make data-drive decisions and build business cases
6
Skills For Principal Customer Success Manager Resume
- Strong consultative, conceptual and strategic selling skills
- Excellent active listening and executive communication skills
- Strong demonstrated service-delivery experience with educational SaaS solutions
- Organizational skills and the ability to juggle multiple priorities
- Visual tools/dashboards experience, strong at pulling data, windows functions, partitioning, strong SQL
- Strong leadership skills with the ability to motivate and focus the organization on team and individual objectives
- Strong management skills – strategic and critical thinker
- Positive and energetic with strong interpersonal skills
7
Skills For Customer Success Lead Resume
- Proven experience supporting and driving the adoption of subscription/SaaS licensing models
- Constantly broadening and deepening your knowledge of the products your work with and your general skills
- Working experience with proven ability in a customer-facing role to work with customers on project and senior management level
- Capacity planning and forecasting of necessary skills by product and geography
- Demonstrated experience in proactively identifying issues and quickly executing on solutions
- Sales experience and experience leading and coaching a sales team
8
Skills For Customer Success Operations Manager Resume
- Proven experience working directly with key accounts and track record of establishing themselves as a strategic trusted advisor to clients
- Solid understanding of marketing and customer experience methods
- Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization
- Act as a ‘coach’ in working effectively with the customers support service to ensure it is being
- Proven success developing strong relationships and working collaboratively across teams
- Strong, significant experience in a Client Services, marketing, consulting and/or Sales role
- Excellent understanding and experience of working in SaaS value delivery
9
Skills For Technical Customer Success Manager Resume
- Proven experience with training and coaching
- Superior customer service skills demonstrating responsiveness, positive attitude and professionalism
- Experience in SaaS and Cloud operations with experience leading large global teams
- Confident and engaging presentation skills, personable, positive, approachable & tenacious
- Resilient, managing pressured situations effectively
- Proven experience driving a Customer Success/Account Management organization
10
Skills For Customer Success Operations Specialist Resume
- Prior experience in closing sales deals at the executive level
- Account Management and problem-solving skills
- Clear thinking skills with the ability to synthesize complex issues into simple messages. Ability to adapt and respond quickly to customer needs and concerns
- Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
- Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs
- Proven experience in developing relationships at senior levels within large organizations
- Very strong experience managing key account relationships at the executive and C-suite level required
- Previous direct experience and demonstrated comfort in interacting with senior management of clients and technical teams
List of Typical Responsibilities For a Customer Success Resume
1
Responsibilities For Customer Success Executive Resume
- Superior organizational and time-management skills; demonstrated effectiveness managing
- Strong organisational, interpersonal, written and verbal presentation skills
- Experience collecting, synthesizing, and prioritizing input from multiple source
- Working experience with proven track record of successfully leading top customer engagements
- Exceptional leadership, interpersonal and relationship building skills
- Apply analytical skills to evaluate and interpret multi-faceted and complex issues in procurement, purchasing, quality, etc
- Demonstrated experience in account management/customer success roles, including diplomatic negotiations with customers and partners
2
Responsibilities For Customer Success Director Resume
- Recognized industry influencer, with proven experience in speaking engagements and industry forum participation
- Exceptional consultative sales, coaching, and client service skills
- Interface effectively with customers, partners and internal resources to drive scalable, enabling processes
- Confident and engaging presentation skills, personable, positive and approachable
- Strong understanding and experience with technology
- Highly organized and capable of working effectively across functional groups
3
Responsibilities For Director of Customer Success Resume
- Effectively present to remote audiences
- Software pre-sales and/or sales effectiveness experience
- Communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates
- Effectively collaborate with team members to find solutions for our clients
- Ensure team members execute effectively, collaborate appropriately and deliver a positive impact on the organization
- Leverage social, digital, video, chat, phone and demonstration environments to effectively reach and manage Microsoft customers
- Proven sales, consulting, program management or customer success experience
- + Prior experience of managing a large team and familiarity with Salesforce
- Experience in Customer Operations & Experience for a SAAS based company
4
Responsibilities For Customer Success Analyst Resume
- Possesses deep analytical skills and can process information quickly and make decisions in a timely manner
- Demonstrate hands-on operational skill and initiative in strategically framing operational issues and ensuring the appropriate action
- Experience developing and implementing outsourced models for lower-value customer experience activities
- Experience in Customer Success, Account Management or Delivery Management roles with experience managing large and complex organizations
5
Responsibilities For Head of Customer Success Resume
- Excellent instincts and proven ability to interface and communicate with C-level executives
- Developing and implementing best practices for Onboarding and Customer Experience
- Experience in consulting program management, cross-selling consulting services and/or acting in a pre-sales role
- Two (2) years of experience overseeing the development pipeline for marketing assets in a range of geographical locations concerning technology marketing
- Two (2) years of experience using Filemaker for revenue tracking and forecasting, and optimizing for international adoption
- Combination of marketing experience including developing client success stories and case studies
6
Responsibilities For Principal Customer Success Manager Resume
- Ten (10) years’ experience selling and scoping consulting, software or services solutions
- Experience managing, consulting and negotiating with Fortune 500 corporations
- Experience with developing and delivering onsite training and webinars
- Strong analytic orientation and understanding of where the market is going from a consulting and professional services perspective
- Experience working in a data center environment, including working directly with Fortune 1000 clients
- Demonstrated aptitude in hiring and managing resources in a direct reporting relationship
- Experience with analyzing data, deriving and communicating insights
- Identifies, validates, and quantifies Marketing content needs, then functions as a liaison with Marketing to provide compelling customer collateral
7
Responsibilities For Customer Success Lead Resume
- Lead platform training strategy to by diagnosing client engagement levels and understanding mission critical priorities and strategy
- Work with, organize, validate, query, and manipulate large datasets within multiple reporting environments for metrics tracking and reporting
- Proven track record of success in using raw data to create metrics an dashboards that can measure performance and inform decision making
- Client-facing media account management or general consulting experience
- Experience in working with large scale global Consulting firms
- Be the voice of the customer within Adobe; bring your customers’ priorities and strategic objectives to our product and engineering groups
- Applicants for this role need to wake up in the morning thinking about customer success and how to deliver world-class customer experience
- Experience selling/negotiating new ideas and offerings within a company
- Strong critical thinking, analytic, and problem-solving abilities
8
Responsibilities For Customer Success Operations Manager Resume
- Experienced in interfacing with executive level contacts and comfortable in presentation setting
- Experience leading a world class customer care team and driving strategic initiatives for a global Contact Center
- Experience negotiating and closing high 6-figure to 7-figure deals
- Two (2) years of experience in Technology Marketing and Digital Publishing
- Experience managing a team of customer-facing individuals
- Experience in leading and managing customer operations teams with in a TRANSPORTATION OR LOGISTICS Company
- Strong track record of onboarding and retaining customers
- Experience selling or marketing software and analytics platforms, preferably SaaS
- Experience optimizing and delivering customer implementation programs
9
Responsibilities For Technical Customer Success Manager Resume
- Experience building and executing customer rollout plans
- Work as a key member of a cross-functional organization, providing leadership and mentoring to less-experienced members of the team
- Champions, charters, and leads projects targeting improvements, utilizing rapid yet effective methodologies/quality cycles
- Strong aptitude of anticipating operational needs and working with resources to provide results
- Experience in consulting / project / program management. Ideal would be software consulting projects
- Experience managing and leading fast paced sales or client management teams
- Proven track record of influencing other organizations and in working directly with customers and field needs to drive impact program
10
Responsibilities For Customer Success Operations Specialist Resume
- Demonstrable experience in having negotiated multi-million dollar contracts
- · Solid understanding of Oracle’s SaaS portfolio
- Manage the Customer Experience relating to inquiries, warranties, and products sold
- Experience in data analysis and problem solving with large amounts of data
- Experience using Salesforce CRM or a comparable CRM system
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