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customer success manager

  • Facilitate outbound care for new ShareFile SMB accounts.
  • Consult with clients to uncover the best practices for ShareFile within their unique workflows.
  • Host virtual webinars, one-on-one training sessions, and technical support to clients.
  • Meet weekly and monthly goals for client satisfaction, outreach efficiency, and care quality.
  • Collaborate with Engineering and PM for product improvement.
  • Advocate for the customer in interdepartmental projects.
  • Directly assist with customer with customized tool usage, such as scripting.
7

customer success manager

  • Manage approximately 80 clients across the E-commerce industry. 
  • Responsible for creation, implementation, and execution of over 40 new custom campaigns per month. 
  • Closely work with CEO to create and maintain client success best practices. 
  • Lead all aspects of customer on-boarding and implementation.
  • Worked with internal resources including graphic design, development, and sales.
  • Measure and oversee all aspects of campaign strategy.
8

customer success manager

  • Deployed and optimized custom hardware and software to over 50 businesses in the LA and SF area.
  • Trained and supported 100’s of employees on software usage. 
  • Project Managed implementation plans for the CS team resulting in a decrease of deployment times by over 75% from two weeks to 3 days. 
  • Primary Technical resource for onsite hardware deployments – Configuring TCP/IP, Domains, and Network Equipment.
  • QA test software for bugs and feature enhancement based on knowledge of customer usage.
9

customer success manager

  • Ease customer adoption of additional Kony capabilities to increase value 
  • Managed a portfolio of $1M ARR in India and SEA and meet business targets for key clients across multiple domains like Payments, Media, Telecom, Travel and E-Commerce
  • Worked closely with a major Payments app on devising and implementing a cross-channel engagement strategy to increase monthly transactions on their app by 20%.
  • Involved in strategizing and implementing the user engagement activities for a major media company which helped increase their subscription rate by 10% and music streams by 20%.
10

customer success manager

  • Customer Services Process Management 
  • Own entire customer experience journey from on-boarding to renewal
  • Design and implement a customer satisfaction program 
  • Define the subscription renewal process and metrics 
  • Take ownership of the customer support function and process 
  • Tailor processes to balance standardization and on-the-ground practicality 
  • Manage all customer communication