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customer success manager

  • Customer Facing Services Role [Consulting or Account Management/Contract Management) that Includes Issue Resolution and Escalation Management
  • Develop trust relationships with a portfolio of major 20 FirstRain clients to ensure they do not turn to competition
  • Acquire a thorough understanding of key customer needs and requirements. This will include SOW design and evaluationExpand the relationships with existing customers by continuously proposing solutions that meet their objectives and get maximum ROI to the customer
  • Serve as the link of communication between key customers and internal teams. This will include collaboration with Sales and Marketing team to convert lead into customer in pre-sales model. In post-sales it is around account management model.Resolve any issues and problems faced by customers and deal with complaints to maintain trust
  • Play an integral part in generating new sales[Cross Sell/Upsell] that will turn into long-lasting relationships
  • Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics [Includes usage metrics]
  • Driving Customer Projects Involving Content/Platform Integration. This includes SFDC Implementation, API Handshake, FTP Feed Implementation, Embedding of standard or custom components and SSO Implementation with the help of engineering folksTechnical Account Management/Contract Management (including design and implementation) like DnB Implementation, Lenovo API Integration and Hilton SSO and SFDC/Custom Component Integration
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customer success manager

  • Conduct Customer Onboarding & Build Knowledge Base to enable the same
  • Achieve delivery targets
  • Created a strategy to increase product adoption by working with external vendors Such as whatfix, walk me.
  • Worked with existing clients on case studies.
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customer success manager, team lead

  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
  • Analyze the overall clinical and business practices of clients to identify specific pain points to formulate focused solutions to ensure their success
  • Collaborate with the development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Mitigate attrition and reinforce profit retention with renewal negotiations
  • Lead a team of SIX (6) Customer Success Managers handling different regions to ensure adherence to company’s processes and goals
  • Maintain relationship with our international business partners which includes distributors, marketing companies and third-party suppliers
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customer success manager

  • Accountable for Customer’s overall success, including retention, adoption of new products, customer health, and satisfaction
  • Act as the main Customer point of contact throughout the Customer’s lifecycle, define success plan with clear deliverable, and ensure clear communication across the Customer operational areas
  • Effectively network within accounts in order to achieve successful execution of the customer’s strategy and road map
  • Deliver on an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
  • Drive adoption of  products – using data to provide insights and share best practices and progress from baseline through the maturity curve
  • Foster innovation sharing best practices and new ways your customers can leverage our products to advance their digital maturity
  • Identify Customer risk, and work with extended sales team to create and execute on retention plans
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customer success manager

  • Awarded Top achiever award for straight 3 quarters.
  • Helped create videos for the team to distribute out to clients to help better utilize Citrix applications. 
  • Manage all aspects of the support ticket system setup 
  • Streamline customer support team communication and workflow