Manager, Customer Success Resume Sample
Bria Ledner
29765 Dawn Tunnel,
Detroit,
MI
+1 (555) 860 0587
Work Experience
Manager, Customer Success
03/2017
-
PRESENT
Detroit, MI
- Financial management of client’s budget and billing process
- Masters and maintains vast knowledge of client’s business for team: Articles, Company annual reports, industry conferences, competition, etc
- Strong understanding of digital strategies and how it relates to client’s business needs
- Drive the rollout of actions & initiatives to support our service standards for our member tiers to the North American RAC & HLE locations
- Deliver increased member satifaction by ensuring consistent and timely delivery of available program benefits across a variety of locations with unique attributes
- Formulate insight from NPS performance trends, and customer feedback to develop recommendations for on-going improvement in the delivery of targeted and differentiated customer experiences for our Dollar Express & BlueChip members
Senior Manager, Customer Success
08/2010
-
12/2016
San Francisco, CA
- Work with locations and audit to ensure effective adoption & adherence to the agreed standards for service in our field operations
- Formulate insight from NPS performance trends, and customer feedback to identify and develop potential process improvements that can contribute to enhancing the loyalty/customer experience
- Deliver weekly and monthly reporting of accomplishments, results and challenges to ensure constant, consistent delivery of brand identify across all customer touch points
- Embody MINDBODY culture and core values
- Strong written and verbal communication skills and ability to present/teach to a variety of audiences
- Previous experience dealing with Enterprise level clients and officers
- Demonstrated competence in effective change management processes
- Advocate for the Customer and Customer Success Team to help drive internal process improvement, accountability, response timeliness and sustainability with responsible departments
Manager Customer Success Engineering
12/2005
-
04/2010
Chicago, IL
- Oversee, coach and develop the Customer Success Team to help drive communication processes between the Customer Success Team and the Sales and Account Management personnel to ensure a timely internal Customer Qualification process and to exchange key customer related information to advantageously position the Customer Success Analyst for the customer call
- Participate in internal onboarding meetings with key departmental personnel to influence understanding and timely responses and to share customer information to better position Hub Group to meet our customers’ expectations and ultimately provide a consistent customer experience
- Confirm the quality of capturing and documenting relevant customer information. Distribute information to all functional areas and follow-up to ensure thorough understanding and execution
- Formulate insight from NPS performance trends, and customer feedback to develop recommendations for on-going improvement in the delivery of targeted and differentiated customer experiences
- Excellent communication & probing skills, with a high aptitude for follow-up
- Problem solve and distil complex problems into easily digestible next steps
- Team player: roll up sleeves with a can-do approach
- Experience working in an agile environment and with development teams an asset
Education
DeVry University's Keller Graduate School of Management
2000 - 2005
Bachelor's Degree in Marketing
Professional Skills
- Influencing skills: Strong coaching and team building experience and skills
- Interpersonal Skills: Excellent verbal and written communications skills and the ability to interact effectively at all levels of an organization
- Demonstrated strong communication, analytical and creative problem-solving skills, and short-term and long-term planning skills
- Excellent verbal and written skills with a strong command of English
- Excellent communication skills, which includes listening intently, clear, direct and thoughtful communications
- Proven account management skills delivering client focused SaaS based solutions to Enterprise client base
- Strong experience with Adobe’s Solutions (Creative Cloud, Document Cloud, Marketing Cloud, etc.) or transferable experience from another SaaS environment
How to write Manager, Customer Success Resume
Manager, Customer Success role is responsible for customer, leadership, presentation, interpersonal, software, refining, executive, languages, analytical, organization.
To write great resume for manager, customer success job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Success Resume
The section contact information is important in your manager, 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 Manager, Customer Success Resume
The section work experience is an essential part of your manager, 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 manager, 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 manager, customer success position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Success resume experience can include:
- Excellent verbal, listening and written communication skills at all levels of a customer’s organization
- Excellent organization, motivational and leadership skills
- Demonstrated ability to communicate, present and influence credibly and effectively to all levels within the organization
- Demonstrated exceptional customer skills from previous employment
- Strong communication and interpersonal skills (verbal, written, and presentation)
- Strong presentation skills at all level of audience (including executive meetings)
Education on a Manager, Customer Success Resume
Make sure to make education a priority on your manager, 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 manager, 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 Manager, Customer Success Resume
When listing skills on your manager, 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 manager, customer success skills:
- Possess strong written and verbal communication skills with excellent presentation skills at the CISO level
- Strong communication skills demonstrated through the ability to communicate clearly, effectively, and persuasively through verbal and written presentation
- Proven quick study and excellent organization, prioritization and time management skills
- Experience working effectively with all levels of management
- Strong interpersonal and communication skills as well as attention to detail
- Excellent communication, organizational, project management and time management skills
List of Typical Experience For a Manager, Customer Success Resume
1
Experience For Senior Manager, Customer Success Resume
- Software and application support skills including help desk and application support
- Working knowledge and experience with key relational databases and programming
- Experience leading sales efforts or teams working with existing customer base
- Shown and proven track record of executing against bold growth strategies and delivering target in excess of company expectations
- Previous management experience leading and developing Success/CX/Growth teams
- Strong track record of using data to inform decision making
- Strong leadership, business development, organization, team building and management
- Experience in post-sales account management in Digital Marketing
2
Experience For Team Manager, Customer Success Resume
- Proven track record leading teams to attainment of quarterly bookings targets
- Proven ability to adapt in fast paced, constantly changing environment
- Partner closely with regional sales leaders in prioritizing key initiatives to maximize customer success and support sales goals
- Experience working with Electronic Health Records is an asset
- Experience managing distributed; services, sales or pre-sales teams
- Lead the creation of onboarding, enablement and skill set development for the CSM function
- Utilize strong understanding of SMB’s needs in conjunction with MailChimp’s solutions to adapt product recommendations to suit customer needs
3
Experience For Manager Customer Success Engineering Resume
- Experience in managing customer success/account management teams
- Experience with Marketing Automation, CRM or related products in a SaaS environment
- Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
- Previous experience in a K-12 setting
- Demonstrated ability to support Marketing, Sales, RFP, and other efforts towards successful client acquisition and retention
- A strong team-building and mentorship mindset, and customer support/services background is ideal
4
Experience For Manager, Customer Success Managers Resume
- Proficiency to develop and execute strategic plans with a consultative approach with a strong track record of delivering positive business outcomes
- Experience working with senior and executive management as well as front-line leadership teams
- Consulting and change management management experience
- Enjoys working with different types of personalities and skill levels
- Exercise discretion, creative decision-making and independent good judgment
- Experience with interfacing with business leadership and customer leadership within an organization
5
Experience For Account Manager, Customer Success Resume
- Experience leading individual contributors
- Extensive experience managing large, complex, global accounts with multiple stakeholders
- Experience in consultative selling ideally at C level
- Strong technical understanding of Secure Productive Enterprise and Dynamics workloads
- Experience of managing managers
- Experience analyzing data, trends to identify product or service-growth opportunities
- Experience in customer-facing and 24x7 support environment
6
Experience For Manager, Customer Success Directors Resume
- Experience with Digital Transformation and/or Cloud Migration
- Develop a plan and strategy to prioritize accounts/initiatives the CS team owns, to ensure customer success
- Experience in sales, sales management, account management, preferably in a technology (SaaS) company
- Strong focus on customer relationship management, product adoption and implementation, and partner support
- + 10 years commercial experience
7
Experience For Manager, Customer Success Consultants Resume
- Experience in a Customer Success Manager role
- A leader with a “can do” attitude, Strong commitment to personal excellence, self-motivated, self-sufficient and resourceful
- Strong customer service orientation, adept at customer expectation management
- Experience with project management methodologies, processes, tools and techniques
- Strong leadership capabilities at the group management level
- Demonstrated ability to deal with change and excel in high pressure situations
- Building and maintaining relationships at most senior levels with assigned accounts and becoming a trusted advisor
- Tracking customer health and driving the resolution of critical escalations working alongside our support teams
8
Experience For Manager, Customer Success Team Resume
- Owning recruitment and resourcing within the team
- Bring planning, focus and manage escalations in order to achieve and exceed quarterly churn and contraction targets. Chair customer health calls
- Reporting team performance & updates, customer updates and metrics (renewal rates, forecasting) to the Senior Manager for Customer Success for Northern Europe
- Coaching team in establishing themselves as trusted advisors for the customers they support
- Supporting/driving customer campaigns
- Understanding of enterprise workflows, terminology, concepts and strategies
9
Experience For Manager, Customer Success Operations Resume
- Implementing WW and EMEA customer retention initiatives in the Nordic region
- Developing customer success roadmaps
- Conducting periodic customer check-ins and business reviews
- Achieving desired outcomes to help create referenceable customers
- Acting as “QB” for Splunk internal resources
- Sharing standard methodologies, product information, and Splunk news
- Leading customer success metrics workshops
- Monitoring customer performance
10
Experience For Manager Customer Success Resume
- Understanding of SMB space, particularly in the specified vertical
- Driving focus on product adoption and usage
- Measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results
- Owning escalations from customers and representing them amongst all levels within the business
- Focusing on customer ROI to enable customer upsell journey
List of Typical Skills For a Manager, Customer Success Resume
1
Skills For Senior Manager, Customer Success Resume
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
- Excellent leadership, organizational and problem solving/decision-making skills
- Strong leadership skills with an ability to hire and motivate high performing teams
- Excellent interpersonal/customer relations skills
- Self-starter who combines a high level of creativity and initiative with strong organizational skills
- Outstanding communication and cross-functional skills
2
Skills For Team Manager, Customer Success Resume
- Outstanding multi-task management skills across varied set of responsibilities
- Relevant experience, including experience managing and leading teams
- Passion for and experience in hiring, developing and leading a team of individual contributors. Your team and their success is your top priority
- Effectively synthesizing and communicating customer needs to other parts of the business, and act as a customer champion within the company
- Participate in customer-facing work as a team leader and demonstrate by example excellent project management and strategic thinking
3
Skills For Manager Customer Success Engineering Resume
- Participate in customer-facing work and demonstrate by example excellent project management and strategic thinking
- Related experience in technology (customer success, consulting, business development, sales engineering, client-side experience, etc.)
- Proven track record of experience with Customer Success and managing operations for fast growing teams
- Demonstrated experience owning and multiple leading projects to successful outcomes
- Strong interest and experience with data analytics, reporting
- Possesses sound analytical and problem solving skills
- Experience establishing priorities for own accounts and across customer success managers
- Prior experience using SFDC (or similar CRM) required
4
Skills For Manager, Customer Success Managers Resume
- Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their career goals
- Demonstrable track record of partnering effectively with enterprise sales stakeholders
- Experienced working in a fast-paced environment where priorities evolve and results matter
- Proven effectiveness managing an account portfolio of large, complex and strategic accounts at a senior level
- Experience in a management role, ideally in a global, scaling tech company. SaaS experience is also valuable but not a requirement
- Superior strategic and analytics skills and ability to simply present complex topics
5
Skills For Account Manager, Customer Success Resume
- Lead and manage client expectations and work effectively with the CSA and Sales teams
- Accurately and effectively evaluate candidates
- Experience in driving change management & effective adoption within key technologies
- Top-notch executive engagement and communication skills
- All employees have annual career growth goals based on their position and core skills/development areas; team members receive performance reviews bi-annually
- Detail oriented with advanced analytical skills
- Exceptional written and oral communication skills in German and English language
- Identify and execute special projects throughout the year based on needs and individuals’ skills
6
Skills For Manager, Customer Success Directors Resume
- Carry out performance management, engage team members individually to strengthen skillsets and abilities
- Effectively network and build trusting relationships with client operational leadership
- Build a strong customer success team through both external hiring and internal talent/skill development
- Proven customer success, account management, consulting and/or sales experience
- Demonstrated ability to define problems, collect data, and draw valid conclusions to continuously improve performance, and solve problems
- Exceptional verbal and written communication skills; polished presenter
7
Skills For Manager, Customer Success Consultants Resume
- Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customer
- Building and delivering effective reporting for customers and OpenText Leadership
- Strong operations background including developing workflows, especially high-performing onboarding processes
- Experience working directly with marketing, management and/or consulting companies
- Experience establishing and evolving relationships across all levels within enterprise organizations including S-level and C-suite
- Experience leading a high performing team and managing employees
- 2+years experience recruiting, coaching, and developing team members
8
Skills For Manager, Customer Success Team Resume
- Establish strong partnerships with our Sales, Marketing, Solution Consulting and Consulting team
- Experience working at a marketing, software, management and/or consulting company
- Skilled at problem solving and decision making to address wide ranging business challenges
- Time Management, including managing and prioritizing multiple concurrent transactions
- Attract and grow the best customer success talent on the planet through effective recruiting, selecting and training methods
- Experience in a customer facing support/success/onboarding role
- Experience working in client facing and leadership role
- Experience working across and influencing corporate & field functions
- Experience in a telecommunications customer-facing environment supporting telecommunication customers
9
Skills For Manager, Customer Success Operations Resume
- Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity
- Experience managing Recruiting/Talent Acquisition and/or Customer Success SaaS teams within a similar region
- At least two years of work experience with cloud computing, hosting and/or SaaS environments required
- Extensive professional experience in establishing and cultivating long-term customer relationships
- Proven record of motivating and leading teams to accomplish set goals
- Experience in People Management, managing Recruiting, Talent Acquisition, Account Management, or Customer Success teams within a similar region
- Self-starter and results driven with proven ability of driving and enabling customer success
- Experience providing feedback and other viewpoints based on expertise in order to influence decision making
- Experience in recruiting operations, talent management and/or employment branding strategy
10
Skills For Manager Customer Success Resume
- Experience in leading customer-facing organizations
- Management or equivalent experience in a high functioning implementation/consulting role
- Issue Resolution, process management and workflow improvement experience working cross-functionally and collaborating with stakeholders
- Establish strong working relationships with Business Operations, Marketing, Sales Ops and Global PMO team to achieve above objectives
- Proven and consistent track record of executing against aggressive growth strategies and delivering target in excess of company expectations
List of Typical Responsibilities For a Manager, Customer Success Resume
1
Responsibilities For Senior Manager, Customer Success Resume
- Related customer success management experience and demonstrated leadership skills
- Experience and proven success as a technically knowledgeable success advisor, or equivalent experience
- Exhibited strong oral and written communication skills
- Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, and sales
- Exceptional technical skills with Windows OS, SQL DB, PC hardware and networks
- Exceptional collaborative skills, applied successfully both internally and externally
2
Responsibilities For Team Manager, Customer Success Resume
- Front-line manager development, including coaching, mentoring and skill building
- Experience meeting and exceeding any churn and contraction goals
- Experience meeting and exceeding churn and contraction goals
- Managing a Customer Success team with a strong acumen for customer lifecycle management and preferably in the Customer Service industry
- Experience leading remote employees in a global environment
- Experience partnering with customers in a success capacity
3
Responsibilities For Manager Customer Success Engineering Resume
- Experience dealing with large scale, technologically complex accounts and/or SMB market customers
- Customer-facing experience in customer success, account management, or sales
- Partner with our sales team to ensure our clients are receiving a world class experience
- Experience in customer success, account management, consultative sales and/or business consulting
- Deep tool management experience with tools like Salesforce and GainSight
- Operational excellence qualification (ITIL) or experience
- Experience in establishing and growing VP/C-level relationships and seen as a trusted advisor to your customers
4
Responsibilities For Manager, Customer Success Managers Resume
- Experience in sales, sales management, account management, preferably in a technology (SaaS) company focusing on Federal Government Sales
- Experience managing top-tier customers with collective ARR upwards of $50M+ made up of 50-100 accounts in a technical space for a complex product suite
- Experience managing a high-performing customer success team
- Experience building a success organization from the ground up: strategy, processes & staffing
- Establish strong partnerships with our Sales, Marketing and Product teams
- Management experience
- Experience in post-sales account management in Digital
- Proven leadership ability to influence, develop and empower employees to achieve their best
- Demonstratable people management experience
5
Responsibilities For Account Manager, Customer Success Resume
- Execute iterative testing of call scripts to optimize customer experience
- Develop and maintain a strong relationship with client’s operational leadership
- Support the Customer Success Leadership team to achieve exceptional customer experiences and a high NPS across multiple lines of business
- Customer Success experience
- Typically requires 7 or more years of broad and real-world IT experience
- Experience on Triage Customer Scenarios
- SaaS experience is a definitely helpful
- Excellent ability to analyze and interpret data
- Strong independent individual contributor who drives results
6
Responsibilities For Manager, Customer Success Directors Resume
- Self-motivated and experienced in change management
- Experience delivering implementation and/or integration services in a healthcare setting
- Customer success, sales, program management or consulting experience
- Lead, coach and develop team members to provide an exceptional customer experience
- Drive strong regional / global collaboration within the CSO organisation
- Partner with our clients to understand the TA ecosystem and how LinkedIn can be best leveraged to meet their business priorities
- Demonstrate HubSpot core values and leadership traits
- Build a strong team based culture
7
Responsibilities For Manager, Customer Success Consultants Resume
- Demonstrated ability to work with other members of the management
- Excellent company software technology knowledge
- Experience in Customer Success, Account Management, or Sales
- Experience in people management and team leadership
- Experience with webinar software and Salesforce.com
8
Responsibilities For Manager, Customer Success Team Resume
- Experience leveraging data to identify opportunities to drive customer success
- Experience in and passion for Employee Advocacy and SaaS business models
- Proven ability to establish trusted advisor relationships with business decision makers
- People management experience within customer management, customer success or sales
- Strong eye for business
- + 10 years experience
- Ensure CSM team partners closely with AD/SE teams in order to grow revenue and provide superior customer experience
- Identify and lead opportunities to improve the customer experience with Plato
- Knowledge and experience in network, database and systems administration
9
Responsibilities For Manager, Customer Success Operations Resume
- Proven ability to derive, manipulate, synthesize, and apply findings to business problems to lift customer satisfaction, revenue, and profits
- Related experience in account management and customer support and retention
- Flexibility: Ability to anticipate change and actively adjust priorities and strategies accordingly
- Attracting, hiring and retaining a group of Customer Success Managers (CSM’s)
- Owning and driving efficiencies with Customer Success processes to create smarter ways of working
10
Responsibilities For Manager Customer Success Resume
- Owning the customer retention strategy, identifying gaps and amending it to reflect regional needs and market maturity
- Building and growing relationships within our top accounts at the senior level and becoming a trusted partner
- Executing proactive success programs to ensure high levels of customer adoption, loyalty and satisfaction
- Understanding your country markets and build and execute plans to grow them
- Implementing WW and EMEA customer adoption and value initiatives in the Northern European region (UK, Nordics)
- Setting clear expectations with your team and provide regular reviews, feedback and check-ins
- Responsible for overseeing staffing requirements and plans. Providing leadership, guidance and mentoring to individual team members
- Conduct employee performance reviews, create development plans, provide mentoring and training, and deliver ongoing performance feedback to direct reports
- Manage daily operations of the team, including defining and monitoring key performance indicators
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