Customer Success Specialist Resume Sample
Halie Denesik
43479 Kevon Roads,
Phoenix,
AZ
+1 (555) 733 8487
Work Experience
Customer Success Specialist
01/2018
-
PRESENT
Los Angeles, CA
- Researches all aspects of advisor's practice to be used in conversion process
- Prove accuracy of historical conversion projects by comparing performance and quarterly reports to the customer’s previous provider
- Reviews Information from Schedule D, creates Project Plan, and provides status updates during weekly conference calls
- Sends audit files to client and develops timelines for initial quarterly statement run
- Specs out reporting development needs of advisors and works with Tech Support and Programming team to provide Statement of Work (SOW) for customized development and negotiate with client on cost
- Processes client requests regarding creation, update or cancellation of client, registration, and account or billing information
- Makes decisions based on facts and circumstances for committing Orion resources to meet advisors timeline
- Responsible for setting up entire database framework
- Obtains required information from advisors and fund families in order to get new data feeds in working order
Senior Customer Success Specialist
10/2010
-
08/2017
Philadelphia, PA
- Determines and implements database settings for performance evaluations for quarterly reporting
- Tracks and maintains all customer interactions via Salesforce.com CRM
- Responds to all client questions and issues received by phone, email, fax, or letter in a complete and quick manner and acts as single point of contact for assigned clients
- Analyzes client requests and deduces and explores possible solutions or forwards request on to appropriate department following-through until resolution
- Maintains and continuously reviews "Client Reference Guides" to ensure each client's needs are met
- Trains advisors on Orion system technology capabilities available by completing one-on-one sessions
- Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests
- Provides assistance in growing business with client by highlighting additional features which would benefit clients overall package offering
Lighthouse Inbound Customer Success Specialist
08/2008
-
08/2010
Dallas, TX
- Takes full ownership of the success of assigned clients by responding to all questions and issues received by email and phone in a complete and quick manner
- Analyzes client requests with a sense of urgency and explores possible solutions or forwards request on to appropriate department following-through until resolution
- Maintains and continuously reviews "Client Reference Guides" to find efficiencies in processes and to ensure each client's needs are met
- Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered
- Processes client requests regarding creating, updating or cancelling of client, registration, account or billing information
- Oversees quarter-end processing of quarterly and monthly performance statements ensuring timely and accurate completion of all steps, including supplying clients with complete quarterly statement information, obtaining final client approval, and sending statements to clients
- Sitting in sedentary position for extended periods of time
- Walking, primarily on a level surface for varied periods throughout the day
- Reaching above shoulder height, below the waist
Education
Rutgers University
2004 - 2008
Bachelor's Degree in Engineering From
Professional Skills
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- Strong time management skills with the ability to effectively manage time between direct customer engagement and supporting our channel partners
- Exceptional time management and prioritization skills especially when faced with conflicting priorities
- Excellent organization, time management, and prioritization skills
- Prior B2B SaaS sales experience with tele based and virtual customer management skills required
- Language Skills – Advanced interpersonal, written and verbal communication skills with proficiency in a variety of settings and audiences
- Excellent Microsoft skills using Word, Excel and PowerPoint, as well as a general understanding of a CRM system (Salesforce.com, SalesLogix or similar)
How to write Customer Success Specialist Resume
Customer Success Specialist role is responsible for customer, excel, software, digital, technical, microsoft, powerpoint, interpersonal, b2b, saas.
To write great resume for customer success specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Success Specialist Resume
The section contact information is important in your customer success specialist 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 Specialist Resume
The section work experience is an essential part of your customer success specialist 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 specialist 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 specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Success Specialist resume experience can include:
- Strong relationship building skills and account management experience
- Strong organizational skills, written and verbal
- Very good communication and organizational skills, result and client oriented (internal customers focused)
- Strong sales, customer service, analytical, verbal and written communication skills; detail-oriented and flexible
- Strong customer conflict management skills
- Strong presentation/ demonstration skills
Education on a Customer Success Specialist Resume
Make sure to make education a priority on your customer success specialist 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 specialist 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 Specialist Resume
When listing skills on your customer success specialist 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 specialist skills:
- Strong communication (verbal, listening and writing) skills
- Strong decision-making, multi-tasking, analytical, verbal, and written communication skills
- Excellent interpersonal skills, outgoing energetic personality
- Strong organizational skills and ability to follow through on tasks in an environment that requires multi-tasking
- Excellent verbal and written communication skills (interacting equally well with client-facgin teams and development teams)
- Excellent verbal, oral and written skills
List of Typical Experience For a Customer Success Specialist Resume
1
Experience For Senior Customer Success Specialist Resume
- Consultative sales support exposure – cross-selling, upselling and renewal experience with customers
- Strong technical aptitude, with competency in using Google Drive and Microsoft PowerPoint
- Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
- Experience in Renewals or Recurring revenue
- Experience in a Customer Success, Onboarding or Community Management role (preferably in a SaaS company)
- Have medical office experience working with PM/EMR/HER software on a day-to-day basis
- Experience in a customer support role. Preferably in account management and/ or customer service related to training support services
- Experience managing projects within a clinical environment
- Customer service experience required including external customer interactions
2
Experience For Principal, Customer Success Specialist Resume
- Work in a fast paced collaborative environment balancing several high priority tasks at once
- Handle multiple projects/tasks with rapidly changing priorities and deadlines
- Comfortable & past experience working in a matrix environment
- Customer facing experience and commitment to exceptional customer satisfaction
- Experience in sales or product training, preferably in healthcare industry
3
Experience For Lighthouse Inbound Customer Success Specialist Resume
- Provide training sessions which are tailored to our customer’s needs to demonstrate the value of our platform
- Ensure customers have a positive and effortless customer experience by providing customers with knowledge, tools, and resources to meet their needs
- Previous experience conducting WebEx meetings and presentations
- Experience in digital marketing, online content, and/or SEO
- Related experience using the SynXis CR or other similar SAAS products
- Experience in a Customer Success, Sales or Account Management role (preferably in a SaaS company with a subscription model)
4
Experience For Lighthouse Outbound Customer Success Specialist Resume
- Excellent customer satisfaction and loyalty, as measured by NPS
- AaS customer support/success experience
- Strong HTML and CSS background
- Experience within a healthcare environment
- Prioritize daily tasks in order to ensure client concerns are resolved quickly and completely
- Have other related medical software and/or technology experience
- Enhancing the reputation of the Everydayhero brand by understanding and delivering on our brand persona and positioning
- Focusing on outcomes and being committed to creating new business opportunities
5
Experience For Senior Customer Success Specialist Netsuite Professional Services Resume
- Building positive working relationships with customers for repeatable business
- Managing low to mid-level complex on-boarding of new enterprise client
- Driving increased usage in the solution with existing customers
- Inputting CPT’s into SF.com tracking mechanism
- Supporting account managers by identifying upsell and cross-sell opportunities
- Taking and fulfilling client requests
6
Experience For Customer Success Specialist Tork Solutions Resume
- Performing post-training follow-up to ensure customers feel at ease with their new software
- Building value in our current features to help increase understanding and adoption for our clients
- Working with internal stakeholders on ongoing product and process improvements to ensure customer retention
- Supporting charities and crowdfunders to maximise their fundraising success
- Providing the first and second level of support to onDemand key clients and account management of key clients
- Managing project resources and resources allocation
7
Experience For Contributor Customer Success Specialist Resume
- Managing contract renewal activity, where applicable
- Assessing customers current level of service and help customer gain greater value from the solution
- Working with customers to increase their usage of the solution
- Gaining alignment with Delivery & the client on quarterly CPT’s (2-3)
- Understanding of technical areas (C#, Unity Editor, game development)
- Partnering with the Finance organization to track contracts that are soon to be expired and take these clients through the renewal process
- Responding to customer queries in real time
- Analysing customer feedback and develop new techniques to increase customer retention
8
Experience For Customer Success Specialist Resume
- Cultivating customer relationships
- Welcoming customers to the product
- Coaching on best practices
- Managing the XpertHR telephone support line, email case queue and live chat support
- Working knowledge of PE, Huawei, GE, ABB, Satcon and other popular North American inverter and wind turbine brands
- Working knowledge GPS systems preferable
9
Experience For Senior Customer Success Specialist Resume
- Understanding of clinical environments and workflows
- Willing and able to be accessible via mobile phone outside normal work hours
- Educating new clients about their platform and how to best use their new tools
- Providing feedback to internal departments based on current product and feature initiatives
- Being an ambassador of team culture and moral
- Being part of a proactive team ho work tirelessly to engage and delight Everydayhero’s users: Charities and Crowdfunders
- Working with the Sales team to ensure customer (charity and consumer) growth, retention and renewal
- Executing projects based on product adoption, growth, retention and renewal
- Working closely with customers to ensure they are satisfied with the services they receive and improve upon areas of dissatisfaction
10
Experience For Principal, Customer Success Specialist Resume
- Coordinating regular engagement and consultation with customers across various channels
- Supporting 30+ Customers
- Identifying software subscription expansion
- Updating and maintain information in Gainsight for each assigned customer
- Reasoning Ability– Advanced reasoning and problem-solving proficiency
- Support sales team as needed by creating orders, pulling manifest, selling, reporting and combining inventory to create deals for the team to sell
- Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
- Provide support to the Finance Team by aiding in end of month close through inventory tracking and reporting
- Responsible for assisting faculty in implementing and integrating WileyPLUS at key new adoptions
List of Typical Skills For a Customer Success Specialist Resume
1
Skills For Senior Customer Success Specialist Resume
- Strong professional communication skills (phone and email)
- Plan, prioritize and effectively manage tasks to achieve objectives
- Strong and polished professional communication skills (phone, email, in-person)
- Strong customer relationship skills; ability to penetrate, retain and grow accounts
- SFDC experience required, with SAP skills an advantage
2
Skills For Principal, Customer Success Specialist Resume
- Fluent in English written and verbal. Strong written and verbal communication skills
- Self-motivator with strong teamwork and interpersonal skills
- Microsoft office with strong Excel and Powerpoint skills
- Self-starter, highly organized with ability to prioritize work/travel efficiently and effectively
- Excellent interpersonal skills with the ability to influence over the telephone
- Strong customer service skills and background
- Planning and organising your time effectively to allow an optimal frequency of outbound customer calls per day and to meet required contract metrics
3
Skills For Lighthouse Inbound Customer Success Specialist Resume
- Critical thinking and problem-solving skills to meet project requirements and quickly handle client issues
- Work with customers to ensure they are leveraging Vertafore software solutions effectively and finding value in our services
- Effectively respond to inbound client calls, chats and cases regarding Solutionreach products while troubleshooting our software
- Maintain the health and well-being of assigned accounts, effectively managing client expectations, to ensure success and renewal
- Proactively identify and engage with customers who are struggling to use the product effectively or not taking full advantage of its capabilities
4
Skills For Lighthouse Outbound Customer Success Specialist Resume
- Passionate customer experience orientation with extensive experience in managing multiple stakeholders
- Proficient skills with MS Word, Outlook, and other software applications in a healthcare setting
- Proven experience in a client facing and customer service environment
- Demonstrated Client-facing experience (5+ yrs)
- Use internal tools for documentation and reporting effectively and with minimal guidance
5
Skills For Senior Customer Success Specialist Netsuite Professional Services Resume
- Prior experience in Customer Success or history of driving customer satisfaction, adoption, and retention
- Maintain understanding of Relativity product features, road maps and benefits and effectively communicate to the customer to ensure customer success
- Effectively train new and current clients in the use and implementation of new and existing services
- Effectively communicate customer service entitlements and expectations to the team
- Very Proficient skills with MS Excel
- Work experience with a demonstrated history of
- Articulate, empathetic and clear communication skills, both verbal and written
6
Skills For Customer Success Specialist Tork Solutions Resume
- Exceptional customer service skills along with the ability to interact with prospects and customers
- Self starter with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
- Prior experience with CRM systems
- Effectively communicate and build rapport with Account Executives, Sales Leadership, Finance and key renewal stakeholders
- Team leadership experience, with proven ability to mentor and train team members
7
Skills For Contributor Customer Success Specialist Resume
- Comprehend and effectively search the Solutionreach knowledge base
- Have at least 2+ years of experience in the field of technology with additional client service experience
- Prior experience in the SaaS industry
- Train customers to use the product effectively, in-person and via phone/Webex
- Coming up with creative solutions to provide a seamless on-boarding experience
8
Skills For Customer Success Specialist Resume
- Providing excellent customer service and aim for outstanding customer satisfaction
- Teaching, training or other technical communication experience
- Working with Sales and Channel Sales to ensure all communication to customers is coordinated and effective
- Supporting business initiatives relevant to the creation of customer value (e.g. license conversions and consolidations)
- Working with Sales and Channels to ensure all communication to customers is coordinated and effective
- Driving increased Customer Experience (CX)
9
Skills For Senior Customer Success Specialist Resume
- Proven success in growing existing accounts and relationships, providing quantifiable new value within the customer lifecycle
- Manage designated customer accounts by providing best-in-class customer service while building and maintaining strong customer relationships
- Experience in a customer facing support/success/onboarding role
- Experience in change management, decision making, planning, and process improvement/business transformation
- Help ensure customers have a positive experience from trying Tracker to staying with us
- Make customers feel good about getting in touch and using Tracker
- Proven success in growing existing accounts and relationships
- Maintaining and editing data or data integration experience
10
Skills For Principal, Customer Success Specialist Resume
- Experience with project planning, execution and on-going management
- Be flexible and agile in responding to evolving business priorities
- Experience in sales or product training, preferably in the healthcare industry, including
- Experience working for an architectural, engineering or construction firm
- Energy modeling experience with one or more of the following technologies: Sefaira, GBS, IES, TAS, Insight 360, Diva, Energy+, DesignBuilder, etc
- Assist CSD and Commercial teams with diagnosing client engagement levels and formulating member pool priorities and strategy via line-by-line meetings
- Experience in digital marketing, digital advertising, design or a similar role
- Proven record in developing and executing an implementation project plan
List of Typical Responsibilities For a Customer Success Specialist Resume
1
Responsibilities For Senior Customer Success Specialist Resume
- Excellent executive level communication skills (oral, written, presentation) with ability to explain technical concepts
- The skills to excel both in (outbound) verbal and digital communication
- The social skills a small company needs
- Communicate effectively as the primary point of contact between clients, sales representatives and internal specialty product teams
- Manage all post-implementation activity through strong relationship-building, product knowledge, and understanding of the customer’s business objectives
- Operate with broad latitude and make decisions that have significant impact on project team, business or operating unit, budget, department and/or client
- Coordinates appropriate internal resources to resolve high priority customer-impacting incidents
- Experience in building long-term relationship with customers
- Solid understanding of financial status of all accounts
2
Responsibilities For Principal, Customer Success Specialist Resume
- Demonstrated success developing customer-centric business cases that result in actionable change
- Experience serving as a customer advocate able to understand the needs of the client and deliver on those needs
- A strong passion for helping entrepreneurs grow their business
- Good knowledge of the information management space and ability to carry high level technical conversations
- Manage assigned customers and serve as the first line of contact, post-sales and prior to production
- Experience in a Customer Support or Success role (preferably in a SaaS company with a subscription model)
- Practical experience of project management and/or account management
3
Responsibilities For Lighthouse Inbound Customer Success Specialist Resume
- Practical experience in localization or related area (preferably in an international environment) welcome
- Proven ability to multi-task and self-motivate
- Independently manage customer's progress through the product lifecycle (onboarding through retention) to ensure a successful digital experience
- Experience and thought leadership in data management solutions (Salesforce/Krux, Adobe Audience Manager, etc.)
- Onboarding support (including training where required)
- Managing & investigating customer issues
4
Responsibilities For Lighthouse Outbound Customer Success Specialist Resume
- Monitoring and acting on NPS feedback
- Recognizing opportunity to further customer engagement
- Collaborating with internal departments
- Understanding of software and/or game development (C#, Unity Editor, game development)
- Support additional team members by coaching and hosting training and enablement sessions
- Aligns with Sales and the Customer Success Managers around serving customers’ needs, fulfilling expectations and maintaining close customer relationships
- Act as the liaison for all new customers to ensure each step of the onboarding process is completed providing a successful go-live
- Responsible for daily business decision-making regarding designated accounts
- Actively contacting identified existing customers across APAC (via phone and email)
5
Responsibilities For Senior Customer Success Specialist Netsuite Professional Services Resume
- Collaborate with the Sales team to support the successful acquisition and renewal of accounts through ongoing training activities
- Maintain accurate account and training activity reports for department month end reporting
- Carries out preparation for projects, planning, training & projects’ launches
- Applies appropriate document formatting according to best practices
- Identify areas of opportunity for additional services for the client across consulting (technical/business), training, etc
6
Responsibilities For Customer Success Specialist Tork Solutions Resume
- Empower clients by training them on the Skyword platform and driving value
- Consult instructors on implementation of WileyPLUS or other digital product. Ensure training takes place and that they are comfortable with getting started
- Handle all assigned incoming BIM360 activation/onboarding requests
- Lead the activation meeting according a script template and make sure that the customer’s Account is activated
- Maintain ongoing customer relationships- proactive reaching out on a regular cadence
7
Responsibilities For Contributor Customer Success Specialist Resume
- Organize a follow up product onboarding meeting with customer
- Willingness and ability to take initiative in addressing client problems and improving team efficiency
- Able to work with a diverse array of people, challenging in a non-confrontational wayand builds successful working relationships
- Technical aptitude in understanding Daktronics products and how they work. Technical background in service, engineering, or other related field required
- Excels in building & nurturing client relationships
- Excels at building & maintaining internal stakeholder relationships
- Fluent in speaking and writing English, any additional Major Europe Languages is a benefit
- Assist existing clients with troubleshooting
- Set-up customer operating framework in alignment with SalesActive Listening
8
Responsibilities For Customer Success Specialist Resume
- Responsible for assisting doctors with various customer service requests, product inquiries, as well as managing a shared calendar of customer appointments
- Responsible for assisting as needed with customer communications involving contracts and service agreements
- A passion for understanding and learning data, and new technology systems
- Attend training annually or as required on protecting personal data
- Expertly use spreadsheet and presentation tools to analyze and present summary data for teams utilizing and monitoring progress in issue resolution
- Manage SoftLayer Ticketing System Status/Aging/Disposition
- Creative thinking, application of standards, thorough and timely communication, organization and discipline, customer focus, problem solving, and consistency
- Review inventory availability daily and work with operations and systems team to verify accuracy. Look for red flags and missing or inaccurate inventory
9
Responsibilities For Senior Customer Success Specialist Resume
- Oversee the buyer payment and shipment programs ensuring all payments are made and orders are scheduled within the given timeframe
- Identify, research and provide creative problem resolution for customers ensuring the root cause is identified and understood to prevent future occurrences
- Proactively analyze and understand customer’s data, trends and behaviors, identifying possible red flags and successes
- Empathize with every aspect of the customer journey, putting the customers’ needs first
- Understand customer’s needs; understands the value that our products and services deliver and the problems customers are trying to solve
- A genuine interest and passion in helping our customers
- Handle difficult or sensitive issues following department guidelines
- Account management, outbound calling (B2B), inside sales or customer care background within a tech company (vendor or channel side)
- An energetic self-starter with a consultative sales approach who is enthusiastic about building relationships, outside and inside the business
10
Responsibilities For Principal, Customer Success Specialist Resume
- Analytical thinking and ability to discover hidden opportunities
- The Customer Success Specialist is responsible for dealing with escalations from various services throughout Storage Organization for the entire Storage Tribe
- A self-starter with a consultative sales approach who is enthusiastic about building relationships, outside and inside the business
- Proactively Identify risks to the customer achieving their stated business goals and work with the product team to build a risk mitigation plan
- Sales & customer training: Train customers and sales team on Penske offerings and 3rd party telematics systems present to customers in VIP tours
- Deliver onsite and remote training to end users within accounts to drive utilization and adoption of UTD and LCO
- Identify upsell and renewal opportunities by working directly with our Inside Sales team
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