Enterprise Customer Success Manager Resume Sample
Laverne Armstrong
524 Hirthe Plaza,
New York,
NY
+1 (555) 810 0169
Work Experience
Enterprise Customer Success Manager
02/2016
-
PRESENT
Boston, MA
- Become an expert on the customer’s Apttus deployment and the go-to person for their strategic business direction
- Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Apttus’ partnership
- Be an expert on the customer’s Apttus deployment and the go-to person for their strategic business direction
- Experience providing account management services with cloud-based/SaaS solution offerings
- Willingness to ‘roll up one’s sleeves’ and assist wherever needed
- Impart technical leadership & direction on all aspects of New Relic’s products & services
- Experience working with the largest enterprise accounts in the technology sector required
- Continually assess, document, and analyze customer progress toward stated goals and results by helping define the appropriate KPIs and Adoption goals
- Become the customer’s Trusted Apttus Advisor by helping them understand the product usage, adoption, value creation and benefits
Senior Enterprise Customer Success Manager
07/2013
-
10/2015
Phoenix, AZ
- Managing sales and/or alliances for medium to large, critically important enterprise technology customers, with a track record of exceeding expectations/quota
- Experience in the SaaS, software, or technology industries and experience with CRM systems
- Proven ability to build and maintain strong relationships with a diverse set of internal and external stakeholders including senior level executives, legal, technical, finance, sales and marketing experts
- Experience with key account planning involving long and complex sales cycles
- Travel approximately 5 days per month
- Experience working with/presenting to VP level and above executives
- Proven track record of successfully managing customer relationships
- Sells the organization’s products and/or services to, and maintains good relationships with, key individuals within a specified number of accounts
Education
University of Mount Union
2008 - 2013
Bachelor's Degree in Management
Professional Skills
- Excellent speaking and presentation skills
- Strong strategic and analytical thinking skills
- Presence and credibility with strong influencing and negotiation skills
- Excellent communication, organizational, teamwork, project management and time management skills
- Strong time management skills
- Strong sales experience using social media
- Demonstrated previous history of strong achievement and self-motivation
How to write Enterprise Customer Success Manager Resume
Enterprise Customer Success Manager role is responsible for software, events, travel, security, training, health, negotiation, marketing, contracts, benefits.
To write great resume for enterprise customer success manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Enterprise Customer Success Manager Resume
The section contact information is important in your enterprise customer success manager 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 Enterprise Customer Success Manager Resume
The section work experience is an essential part of your enterprise customer success manager 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 enterprise customer success manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular enterprise customer success manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Enterprise Customer Success Manager resume experience can include:
- Engages effectively with other areas of the business: TSS, Channel, ISO, Sales Specialists, PR, Sales Operations and marketing
- Experience successfully building and managing a professional services, CSM or account management organization
- Experience implementing software applications and/or providing strategic advisory services and account management services
- Experience in Coaching / training / education of others
- Ales and/or account management experience in IT Security sales
- Frequent business travel. Ability to rent a car and a valid driver’s license required
Education on an Enterprise Customer Success Manager Resume
Make sure to make education a priority on your enterprise customer success manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your enterprise customer success manager 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 Enterprise Customer Success Manager Resume
When listing skills on your enterprise customer success manager 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 enterprise customer success manager skills:
- Drives effective decisions and generate shared vision with key stakeholders (decision and commitment) to achieve goals effectively
- Experience with software pre-sales and sales effectiveness
- Effectively present to large remote audiences
- Proven experience selling multi-million dollar contracts
- Experience developing and delivering onsite training and webinars
- Experience working with cross-functional, enterprise-wide teams and collaborating on win-win solutions
List of Typical Experience For an Enterprise Customer Success Manager Resume
1
Experience For Senior Enterprise Customer Success Manager Resume
- Responsible for managing escalated customer support issues
- Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan
- Coordinate adoption activities by acting as the escalation point for communication and issues
- Collaborate across functional teams. Maintain and establish positive, productive working relationships with other departments within Ellucian
- Comfortable delivering presentations
- Utilize LinkedIn, client and other data to derive insights to drive greater client engagement
- Travel approximately once a month
2
Experience For Enterprise Customer Success Manager Resume
- Develop and maintain strategic business relationships with enterprise accounts to promote Telogis' products and services and profitable business relationships
- Protect and defend annual revenue, customer base and subscriptions
- Develop and maintain strategic business relationships with enterprise accounts to promote Verizon Connects' enterprise products and services and profitable business relationships
- Assist in training customers on using New Relic to troubleshoot real-time performance issues
- Manageescalated customer support issues
- Evangelize capabilities of Ellucian Solutions
3
Experience For Senior Enterprise Customer Success Manager Resume
- Receive, respond to, and route products and services related inquiries to appropriate team members
- Conduct regularly scheduled communications with customer influencers and decision-makers
- Customer Advocacy; secure customer references
- Serve as the escalation point for communications and issues
- Interact with key influencers and decision-makers within assigned customer portfolio
- Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business
4
Experience For Enterprise Customer Success Manager Resume
- Action oriented, take charge attitude, and high accountability
- Travel 26-50%
- SFDC (CRM) knowledge an advantage
List of Typical Skills For an Enterprise Customer Success Manager Resume
1
Skills For Senior Enterprise Customer Success Manager Resume
- Experience dealing with enterprise customers and complex technical support issues
- Experience providing support to financial services prospects and clients
- Experience dealing with decision-makers/senior customer contacts
- Proven ability to articulate a portfolio selling across products, solutions and services
- Account management or technical customer service experience, preferably within the enterprise software industry
- Understanding of the open source development model and open source software solutions like cloud computing and DevOps
- Working knowledge of Microsoft products and CRM solutions including Salesforce.com
- Understanding of and compliance with Symantec’s revenue Recognition policies
2
Skills For Enterprise Customer Success Manager Resume
- Understands the importance of account plans and clearly utilizes them to drive success
- Experience advocating for customers and the ability to foster and cultivate relationships with enterprise customers and partner by delivering premium subscriber value
- Manage critical customer support escalations
- Knowledge of common enterprise software applications and servers
- Outstanding communication skills to lead on-site, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management
- Proven experience of selling a hardware solution offering
- Proven full fiscal years performance demonstrable in a high tech organizaton or within channel and partners
3
Skills For Senior Enterprise Customer Success Manager Resume
- Proven full fiscal years performance demonstrable in a high tech organization or within channel and partners
- Experience as a knowledge exporter (leverage)
- Experience in account management/customer success, preferably at enterprise or mid-market SaaS organizations
- Map Veritas offerings against customer needs and to identify new opportunities
- Within your allocated Enterprise Accounts o Understands the importance of account plans and clearly utilises them to drive success
- Manage short project / sales cycles with multiple simultaneous clients
- Map Veritas offerings against customer needs and to identify new opportunities within your territory Accounts
- Working as a Client Success Manager or Account Manager role for a SaaS solution or with a corporate legal department using e-billing/matter management system(s)
4
Skills For Enterprise Customer Success Manager Resume
- Travel - up to 25% to these client locations
- WE ARE SEEKING SOMEONE THAT HAS WORKED FOR A TECHNOLOGY FIRM THAT HAS BEEN IN A CUSTOMER SUCCESS MANAGER?ACCOUNT MANAGEMENT//CLIENT SERVICES ROLE THAT HAS SUPPORTED HIGHER EDUCATION OR STATE/LOCAL CLIENTS
- Ales and/or account management experience in IT software/hardware sales
- Conversant with Symantec’s order submission process and pricing structures
- Sells Symantec and Blue Coat's entire security portfolio (software, SAAS, managed services, etc...) and maintains relationships with 20+ existing named accounts that are of substantial strategic importance to the organization
- Represents Symantec to the customer and the customer to the Symantec. Responsible for expanding Symantec’s footprint in the assigned territory and ensuring ongoing customer satisfaction
- Using Oracle Sales Cloud, responsible for the development, management and closure of forecasted opportunities
- Extremely high energy and stamina to perform consistently and at a high level in a very demanding environment
- Primary point-of-contact sales manager for account regardless of account’s geographic location
5
Skills For Senior Enterprise Customer Success Manager Resume
- Sells Veritas’ entire information management portfolio (backup/recovery, high availability, clustering, archiving, eDiscovery, etc.) and maintains relationships with existing named accounts that are of substantial strategic importance to the organization
- Represents Veritas to the customer and the customer to Veritas. Responsible for expanding Veritas’ footprint in the assigned territory and ensuring ongoing customer satisfaction
- Develop and maintain strategic business relationships with enterprise accounts to promote the Company’s products and services and profitable business relationships
- Proven ability to generate activity through networking and association marketing within assigned accounts
- O Develop and maintain strategic business relationships with enterprise accounts to promote Telogis' products and services and profitable business relationships
- Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non-sales related inquiries
6
Skills For Enterprise Customer Success Manager Resume
- Educate the customer about core key principles for sustainable configuration
- Develop and carry out programs to keep customers informed of solution releases relevant to their business
- Act as the primary interface for the customer with product management and technical support for instances where escalation of critical product issues are required
- Partner with account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams
- Ensure a seamless experience for the customer during product adoption and deployment by offering hand offs from sales through the customer onboarding to professional services and technical support
- Collaborate with internal marketing and media relations teams to build customer referencability
- Sells Veritas’ entire information management portfolio (backup/recovery, high availability, clustering, archiving, eDiscovery, etc.) and maintains relationships with 5-10 existing named accounts that are of substantial strategic importance to the organization
- Complete Life@LinkedIn and Sales Base Camp training
7
Skills For Senior Enterprise Customer Success Manager Resume
- Understand how to build and present a LinkedIn sales story using data and insights
- Learn about the business, the team, Sales Navigator and associated tools (e.g. Salesforce.com)
- Thoroughly understand and articulate clearly LinkedIn’s wider vision and the business implications as it pertains to our “Hire, Market, Sell” value proposition
- Accomplished B2B selling experience at large/enterprise level accounts
- Proven understanding of enterprise solutions
8
Skills For Enterprise Customer Success Manager Resume
- Excellent collaboration acumen, ability to multi-task, and to work in a fast-paced and demanding environment
- Accomplished B2B selling experience at large/enterprise level accounts
- Proven history and success selling into
- Experience in Project Management or Change Management from start to finish
- Develop key strategies to create strong virtual team/resources to maximize sales within the assigned territory
- State & Local, Education and Health Care experience needed
- Relevant work experience preferably with a professional IT services company or software provider
9
Skills For Senior Enterprise Customer Success Manager Resume
- Proven ability to manage customer relationships with sales organizations
- Extensive business process management experience and expertise- ideally in the areas of Quote to Cash or Contract Management
- Skilled at relationship management
- Demonstrated resourcefulness, motivation, and initiative
- Presenting, leading, and/or facilitating corporate message at customer events
- Working knowledge of MS Office suite and CRM solutions including Salesforce.com
- Promoting the benefits and growth of the monetized Customer Success program, including involvement in Sales cycle
- Accountable for developing and leading key programs and initiatives; fostering and maintaining a positive relationship with all departmental owners
- Assume leadership roles such as mentoring, owning highly visible customers, partnering with key stakeholders to generate and secure incremental business
10
Skills For Enterprise Customer Success Manager Resume
- Optimize your own LinkedIn profile to turn it into a “social selling” profile
- Educate clients on the value they can generate from their current subscription to Sales Navigator through training, consulting, communication about product features and regular metrics review
- Encourage clients to utilize appropriate LinkedIn resources (i.e. community forums, training, professional services engagements, user conferences, workshops, etc.) to increase their utilization of Sales Navigator and other features on the LinkedIn platform used for social selling
- Proactively contact and deliver coaching/training to improve utilization of low usage clients
- Deliver group and individual user informational and training sessions about Sales Navigator features, industry benchmarking and best practices
- Become a client partner in maximizing the benefits of their investment with Sales Navigator
- Assist in establishing a "Best Practices" sales process for large/enterprise level accounts
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