Customer Success Manager Resume Sample
Myrtle Fahey
778 Karley Street,
Chicago,
IL
+1 (555) 778 5432
Work Experience
Customer Success Manager
01/2016
-
PRESENT
Detroit, MI
- Takes full ownership of the success of assigned clients by responding to all questions and issues received by email and phone in a complete and quick manner
- Trains advisors on Orion system technology capabilities available by completing one-on-one sessions
- Analyzes client requests with a sense of urgency and explores possible solutions or forwards request on to appropriate department following-through until resolution
- Maintains and continuously reviews "Client Reference Guides" to find efficiencies in processes and to ensure each client's needs are met
- Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered
- Provides assistance in growing business with client by highlighting additional features which would benefit clients overall package offering
- Processes client requests regarding creating, updating or cancelling of client, registration, account or billing information
Senior Customer Success Manager
01/2013
-
09/2015
Dallas, TX
- Oversees quarter-end processing of quarterly and monthly performance statements ensuring timely and accurate completion of all steps, including supplying clients with complete quarterly statement information, obtaining final client approval, and sending statements to clients
- Owning the development and execution of the global account plan that delivers tangible value to Adobe and the customer on a Global basis
- Building strong, executive relationships with global customers by fully understanding their business model, technology footprint, strategic growth plans, technology strategy, and competitive landscape
- Creating strong relationship ties and plan with large Agency, System Integrators to produce successful customer outcomes and value
- Advising Adobe sales account executives of future business opportunities and accurate account information and coaching
- Managing a virtual team of Adobe Global Services, Sales and Technical resources to execute global account strategies and initiatives
- Developing strategy and tactical plans that deliver tangible customer value on a global basis
Customer Success Manager, Global Accounts
07/2006
-
09/2012
Philadelphia, PA
- Acquire and maintain a working knowledge of the complete capabilities of Adobe's Digital Marketing and Digital Media solutions
- Maintain up-to-date knowledge of Adobe's competitive positioning in the marketplace
- Improve and maintain overall customer satisfaction in assigned customer accounts; mediate any conflicts
- Develop and drive service excellence through an Adobe global account health check / scorecard
- Consulting experience with a consulting/software company
- Experience delivering and driving ERP adoption best practices including stakeholder, change, and user adoption management
- Lead the CSA team: Train, teach, coach, plan and review. Strategize and communicate
- Lead or assist for internal processes: JDE, SO, GPS, Consense, Quality, ISO
Education
University of Maine at Farmington
2002 - 2006
Bachelor's Degree in Engineering
Professional Skills
- Self-motivated with strong communication skills, presentation skills including conducting training sessions
- Very strong writing skills utilizing the rules of English grammar, along with clear and concise oral communication skills in English
- Strong customer-facing skills including expectation management, communication skills, information management
- Strong interpersonal skills and experience building strong internal and external relationships, at all levels within an organization (Admin to C-Level)
- Proven to have strong relationship building skills and able to show examples of getting to “Trusted Advisor” status within your accounts
- Demonstrated results driven leadership skills, with experience working with and influencing cross-functional teams
- Motivated, goal oriented, persistent and a skilled negotiator with strong interpersonal, consultative, documentation, multi-tasking and problem-solving skills
How to write Customer Success Manager Resume
Customer Success Manager role is responsible for business, customer, presentation, interpersonal, organizational, analytical, english, technical, executive, negotiation.
To write great resume for customer success manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Success Manager Resume
The section contact information is important in your 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 Customer Success Manager Resume
The section work experience is an essential part of your 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 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 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 Customer Success Manager resume experience can include:
- Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up
- Excellent communication skills at all levels of a customer organization; ability to talk effectively to both a technical and non-technical audience
- Proven strong consulting skills required
- Demonstrate problem solving skills that enable effective Sales Plays
- Take on challenging assignments to improve skills, keep knowledge and skills up-to-date
- Strong analytical skills and experience of working with statistics tools
Education on a Customer Success Manager Resume
Make sure to make education a priority on your 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 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 Customer Success Manager Resume
When listing skills on your 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 customer success manager skills:
- Interpersonal Skills: Relationship Building, Communication Skills
- Solid interpersonal, coaching, and cross-group collaboration skills, and proven ability to influence across organizational boundaries required
- Strong attention to detail and highly developed organizational skills including the ability to prioritize tasks and meet deadlines
- Demonstrated strong client influencing skills at senior levels of the organization
- Effective issue identification, prioritization, and escalation skills
- Strong organizational skills with ability to manage multiple priorities and tasks simultaneously
List of Typical Experience For a Customer Success Manager Resume
1
Experience For Senior Customer Success Manager Resume
- Motivated, goal oriented, persistent and a skilled negotiator with strong interpersonal, consultative, documentation, multi-tasking and problem solving skills
- Demonstrated results-driven leadership skills, with experience working with and influencing cross-functional teams
- Repeatedly demonstrated interpersonal skills and strong reputation with current and past customer accounts and within Pearson
- Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges
- Strong customer focus with excellent stakeholder management skills
2
Experience For Global Customer Success Manager Resume
- Strong organizational skills, with the ability to prioritize tasks and manage time efficiently
- Outstanding written and verbal communication skills; good listener
- Excellent written and spoken communication skills for report writing and presenting
- Solid multi language skills to cover the Greater China geography and reading and writing in the English language
- Excellent problem-solving skills and the ability to learn mHelpDesk products quickly
- Has strong communication and problem solving skills
- Demonstrated ability to communicate, present and influence effectively at all levels of the organization, including executive and C-level
- Effective project management and organizational skills specifically managing multi-solution, simple to complex, concurrent projects
3
Experience For Customer Success Manager, Global Accounts Resume
- Good technical and problem solving skills coupled with the ability to provide quick resolution to problems
- Demonstrates expert knowledge in Skillsoft content, learning design and technology
- Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars
- Excellent teamwork skills and the ability to act as a strategic partner to the client and the sales team
- Effectively manage multiple priorities and activities simultaneously-supporting a large base of clients
4
Experience For Customer Success Manager Modern Workplace Resume
- Able to evaluate, prioritize and effectively manage requests from internal and external stakeholders
- Excellent English language skills, written and verbal. Additional languages are an advantage, especially French
- Excellent German and English language skills, written and verbal are required
- Excellent Polish and English language skills, written and verbal required
- Strong ability to derive insight from data and build actionable strategy based on analysis. Advanced skills in change management techniques and methodologies
5
Experience For Customer Success Manager, Facebook Resume
- Strong interpersonal skills that establish Trusted Advisor relationships with our clients
- Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties
- Excellent writing skills and the ability to communicated through online channels
- Excellent track record with experience as a Business Analyst in IT consulting or industry or relevant experience
- Strong negotiation, organizational, presentation, written, product demo, and verbal communication skills required
6
Experience For Senior Customer Success Manager Uk Resume
- Proven project management skills, and the ability to handle multiple projects simultaneously
- Highly effective and polished verbal and written Communication skills
- Strong computer skills in G Suite, Office Suite, Zendesk
- Excellent negotiation skills with the ability to influence people
- Strong written and verbal communication skills; connects quickly with others to leverage and build long-term relationships
- Represent the “Voice of the Customer”, specifically key business decision makers, within Microsoft Experience, Skills and Qualifications
- Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
- Experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal
- Outstanding interpersonal, relationship building skills conducive to team collaboration
7
Experience For Customer Success Manager Resume
- Mentoring and coaching other team members on Customer Success best practices and skills
- Outstanding communication skills with everyone from help-desk to end users to C-level executives
- Outstanding telephone and interpersonal skills; ability to communicate in a professional manner
- Outstanding English/Japanese language written and verbal communication skills and comprehension
- Outstanding computer skills, highly proficient with Word, Excel, G suite and various web applications
- Demonstrated experience exceeding targets in a metrics driven environment including managing sales quota
- Apply problem solving and forward thinking process skills to assist in the development of department SOP’s
- Utilise exceptional people skills to partner closely with internal peer groups at LinkedIn, including Enterprise Sales Teams, Marketing and Senior Leadership
- Experience delivering digital product training educational settings; higher education experience highly desired
8
Experience For Senior Customer Success Manager Resume
- Experience in technical consulting. Experience in both consulting and pre-sales is ideal
- Proven experience in gathering and analyzing data to inform measurable change
- Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency
- Working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
- Work experience - customer facing roles and experience in working in global / virtual teams is an advantage
- Proven experience and track record of both retaining and growing customers in a technology centric company
- Excellence decision making skills; success with providing solutions where the desired end result is successfully met
- 5 – 10 years’ experience in customer service, consulting, marketing, and/or sales. Experience commensurate with size and complexity of assigned client(s)
9
Experience For Global Customer Success Manager Resume
- Experience in consultative selling. Experience in both consulting and pre-sales is ideal
- Working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
- Experience in identifying and prioritizing Customer and internal issues
- Effectively addresses, manages and resolves complex and abstract problems and is also the escalation point for devising action plans to resolve challenges
10
Experience For Customer Success Manager, Global Accounts Resume
- Prior experience in Customer Success or equivalent history of growing customer happiness, adoption, and retention
- Effectively network within accounts from the C-Level down, ensuring the successful execution of the customer's strategy and roadmap
- Strong and proven track record of successfully managing client relationships and technical projects
- Prior experience in a customer service or consulting role
- Integrates resources effectively, including external resources
- Demonstrated years of Veeva, Salesforce.com or CRM related consulting experience (delivery/implementation)
- Prior onboarding/project management experience preferably in a SaaS company
- Excellent project and change management capability. Past experience driving project from discovery and design through delivery and completion
List of Typical Skills For a Customer Success Manager Resume
1
Skills For Senior Customer Success Manager Resume
- Demonstrates analytical and problem solving skills, and strong consulting skills to influence thinking or gain acceptance of multiple customer constituencies
- Detail-oriented with strong communication and collaboration skills, including the ability to effectively communicate and influence at the C-level
- Good communication skills and strong sense of customer relationship
- Demonstrate attention to detail and possess strong organizational skills
- Strong organization skills, a proven ability to multi-task, and meet deadlines
2
Skills For Global Customer Success Manager Resume
- Strong interpersonal skills, demonstrate empathy and commitment to the client,
- Strong negotiation skills, proven record on revenue retention
- Excellent client facing skills and proven track record of establishing themselves as a strategic trusted advisor to clients
- Problem solving skills, time management and organization skills
- Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
3
Skills For Customer Success Manager, Global Accounts Resume
- Strong written and oral communication skills with proven ability to initiate and manage relationships with clients of all levels
- Excellent interpersonal skill with ability to build authentic business relationships and deal effectively
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
- Outstanding communication, interpersonal, and proven presentation/demonstration and client interaction skills
- Excellent skills in critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused action
- Experience in software/digital marketing industry (ideally with working experience of Search) is strongly desirable
- Strong communication skills, including the ability to listen to customer issues and master an understanding of customer workflows
4
Skills For Customer Success Manager Modern Workplace Resume
- Excellent analytical, mathematical, and problem solving skills
- Excellent communication skills, including presentations and written documents
- Effectively manage multiple priorities and activities simultaneously-supporting a base of approx. 100 active clients
- Excellent listening, written and oral English language communication skills
- Strong coaching skills; Coaches customer leadership team members; Acts as mentor to other team members
- Highly organized, creative and motivated, energized working in entrepreneurial culture, self-starter, excellent written communications and presentation skills
- Strong MS office skills across PowerPoint, Outlook and Excel would be advantageous
5
Skills For Customer Success Manager, Facebook Resume
- Excellent written and oral communication skills; Ability to set expectations and communicate goals and objectives with customers and teammates
- Very strong written and verbal Swedish & English communication skills are essential
- Excellent presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex
- Excellent teamwork skills and ability to act as a strategic partner to the client and sales team
- Strong problem-solving, negotiation, and organizational skills
- Excellent computer and administration skills
- Strong interpersonal and communication skills (presentation, verbal, and written)
6
Skills For Senior Customer Success Manager Uk Resume
- Excellent German and English skills, written and verbal. Additional languages are an advantage
- Excellent English and French language skills, written and verbal
- Strong communication, consultative, influence and presentation skills
- Possess strong presentation skills and credibility with all levels of customer organizations
- Excellent organization, project management, and time management skills
7
Skills For Customer Success Manager Resume
- Excellent presentation skills, both on-line and live, in large and small group settings
- Excellent teamwork skills and the ability to act as a strategic partner to the client and the sales
- Demonstrated ability to facilitate and lead cross-functional teams and resources effectively
- Solid communications skills to maintain relationships and manage expectations
- Demonstrated ability to facilitate and lead cross- functional teams and resources effectively
- Excellent verbal and written communication skills in English, other European languages highly desirable
- Possess strong presentation skills and credibility with C-level executives
- Strong presentation, written and oral communication skills,
- Collaborate effectively with internal and external colleagues to build a best-in-class customer experience
8
Skills For Senior Customer Success Manager Resume
- Excellent written, communication, presentation skills
- Excellent and creative problem-solving skills
- Strong collaboration and influencing skills are critical to the success of this role
- Strong customer communication and interpersonal skills; ability to provide timely communications to customers is vitally important
- Strong negotiating skills to gain help from a diverse group of individuals from across the organization to meet customer's needs
9
Skills For Global Customer Success Manager Resume
- Solid Project Management skills – Account Planning
- Experience with effectively communicating with customer leadership in an executive overview capacity
- Excellent communication skills, including with internal and external stakeholders and all levels of management
- Strong Project Management skills with technical background: (PM role only)
- Strong presentation skills, both online and in person
- Excellent communication, organisational, project management and time management skills, with the ability to build authentic business relationships
- Effectively communicates and manages the customer experience
- Experience, Skills and Qualifications
10
Skills For Customer Success Manager, Global Accounts Resume
- Strong analytical skills with an ability to interpret and present data
- Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
- Strong inter-personal skills with customers such as relationship building and customer management
- Excellent individual and group presentation, written, and oral communication skills
- Strong organizational and time management skills with the ability to manage multiple projects simultaneously
- Persuasive, confident with excellent negotiation skills
- Excellent written (via email and phone) communications skills
- Strong technical skills and the ability to understand complex software
List of Typical Responsibilities For a Customer Success Manager Resume
1
Responsibilities For Senior Customer Success Manager Resume
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
- Understanding of healthcare information technology, great interpersonal skills and superb communication skills
- Considerable interpersonal skills to establish and maintain effective working relationships
- Strong Excel skills, including the ability to create complex formulas,
- Experience building and deploying tools, services and processes to effectively run a Customer Success organization
- Excellent presentation skills, both online and live, in large and small group settings
- Strong business, negotiation, coordination and cross-functional collaboration skills
- Very good verbal and written communication skills and technical aptitude
- Strong project management, detail orientation, organizational skills and time management
2
Responsibilities For Global Customer Success Manager Resume
- Have excellent communication, verbal, and written skills
- Understanding of how to effectively communicate with customers online
- Outstanding communication and interpersonal skills, knowledge of performance evaluation and customer service metrics
- Able to demonstrate experience of building and presenting business cases, using storytelling, to influence senior management
- Prior experience working at SaaS company, ideally in marketing or advertising technology
- Experience of improving customer experience and building long-term solutions to remove customer issues
3
Responsibilities For Customer Success Manager, Global Accounts Resume
- Experience in consultative selling. Experience in both consulting and pre-sales is ideal
- Experience in running governance of complex deployment and usage projects within large organizations. Strong technical understanding of SPE workloads
- Enterprise technology experience, including any combination of direct sales and/or consulting experience
- Polished public speaking and presentation skills - from a powerpoint deck to objection handling
- Strong industry experience in Architecture, Engineering or Construction
- Experience in both consulting and pre-sales is ideal Proven ability to map the customer’s business process to product capability
- Experience with CRM, data analysis or other technologies for enhancing sales effectiveness
- Exceptional communication (in person, telephone, and writing) and project management skills
4
Responsibilities For Customer Success Manager Modern Workplace Resume
- Experience in an platform support or editorial support role. Experience using digital content management systems and/or production systems
- Hands on skills of following Oracle Cloud Services
- Advanced skills with Microsoft Office Suite including MS PowerPoint, MS Excel, MS Project and MS Visio
- Proven experience of operating under a relevant ISO standard e.g. 15189, 17025 and 13485
- Experience delivering software demonstrations and strong technical aptitude
5
Responsibilities For Customer Success Manager, Facebook Resume
- Demonstrated experience in Strategic Account planning
- Consultative customer work and problem solving skills
- Build and effectively present product demo, or product training presentations to technical audiences and end-users
- Proven track record of quickly building strong relationships with internal and external stakeholders
- Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customers’ needs
- Work experience - 3-5 yrs, 1-2 years of demonstrated exceptional customer management from previous employment
- Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
- Related work experience -- post sales, professional services/consulting or customer success experience required
- Skills to interact and collaborate with customer IT and business contacts
6
Responsibilities For Senior Customer Success Manager Uk Resume
- Previous sales experience with proven track record in Account Management role
- Communicate effectively with customer IT and business contacts, with appropriate discretion where required
- Strong, industry-relevant knowledge and experience
- Operate a motor vehicle; valid driver’s license
- Experience with Injector systems and IT experience/Radiation Dose Management software
- Prior energy experience required
- Enterprise software or SaaS account management experience with a demonstrated track record of success
- For senior hire / 2+ years for junior hire of enterprise software or SaaS account management experience with a demonstrated track record of success
7
Responsibilities For Customer Success Manager Resume
- Effectively manage, grow and educate your accounts through web, phone, and video technology
- Effectively manage, grow and educate your accounts through web, phone, digital and video technology
- Related experience, including any combination of direct sales and/or consulting experience
- Effectively plan, coordinate, and support application upgrades changes and hotfixes to drive successful outcome
- Effectively network within accounts to drive successful execution of the customer's strategy and roadmap
- Work effectively in a group and reach decisions by consensus
- Advanced negotiation and conflict resolution skills
- Demonstrated ability to build strong relationships with external stakeholders
- Advanced program management and customer success skills
8
Responsibilities For Senior Customer Success Manager Resume
- Effectively communicate and establish credibility and rapport with multiple levels of a client's organization (staff, general counsel, C-Suite)
- Experiencing managing software products with a good knowledge of tax & accounting software
- Working closely with a strong team of peer customer advocates and communicating customer needs to a broad internal audience
- Recruiting or other applicable talent experience
- Manufacturing environment Experiences
- Aligning with key customer CRM and Promomats stakeholders across IT and Business to establish a stronger Veeva management program
- Aligning with key customer CRM stakeholders across IT, SFE, Digital, MKT and other business stakeholders to establish a stronger CRM management program
- Enabling easy access to information and engaging content for a modern employee experience
9
Responsibilities For Global Customer Success Manager Resume
- Accounting experience is a definite asset
- Experience developing & delivering onsite training and webinars (including large remote audiences)
- Experience managing key accounts including negotiating with clients and identifying opportunities to cross sell solutions
- Experience developing, delivering and executing customer adoption plans
- Experience in pre-sales environment understanding customer business problem and proposing a solution and closing deals
- Customer Success, Account Management, Training, Recruiting Operations, and/or Recruiting Agency Experience
- Experience with corporate account planning involving long and complex sales cycles
10
Responsibilities For Customer Success Manager, Global Accounts Resume
- Total experience in a customer facing role; customer success, customer service, sales, or a similar customer facing role
- Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews
- Is a passionate learner who demonstrates continuous learning by proactively expanding technical depth in products, solutions, and services
- Demonstratable experience in advertising technologies, targeting and data collection
- Good technical understanding (tracking, cookie, data layer, TMS)
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