Customer Success Manager Resume

SUMMARY:

Accomplished customer advocate with over 10 years of building relationships across multiple technologies.
Successfully managing relationships from C - level to end user customers.
Energetic and passionate when it comes to building quality, long-term relationships with Enterprise customers

PROFESSIONAL EXPERIENCE:

Confidential

Customer Success Manager

Responsibilities:

Ensure positive customer experience by proactively managing & growing customer relationships. Manage portfolio of high value ARR customers to ensure they derive maximum value from their investment in NVM.
Identify new opportunities, and collaborate with other stakeholder teams to ensure adoption and a successful renewal.
Deliver quality QBR’s to showcase customer growth, trends and product/industry maturity.
Drive product adoption through best practices, feature/enhancement awareness, webinars, and regular advice & guidance sessions to top tier & ad hoc accounts.
Conducted sessions to new clients and led onboarding process to ensure success rate.
Escalation management & ownership to resolution to return potential risk customers to a healthy state.

Confidential

IT Site Manager

Responsibilities:

Responsible for managing Liverpool IT staff, support & helpdesk functions for 200+ users.
Providing technical and people leadership to the IT team and driving performance.
Effective management & prioritization of all IT escalations.
Responsible for building & maintaining strong relationships with key business stakeholders.
Worked closely with other departments such as HR, Facilities & Finance to procure IT equipment, confirm/approve invoices and maintain our asset register.
Liaising with the Project Management Organization to onboard new clients quickly and smoothly from an IT perspective.
Responsible for support and maintenance of local server, network & telephony infrastructure.
Responsible for maintaining a suite of corporate & virtual machine images.
Management of all vendor/supplier relationships and hardware purchasing.
Management of local call reporting & recording systems.
Fully supported major projects such as site relocations in Dublin & Liverpool.
First point of contact for IT & non-IT issues within support team; security swipe card systems, CCTV & other items. Resolved and monitored problems, escalated through the appropriate channels when necessary.