Customer Success Representative Resume Sample

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Laney Roberts
27022 Jamir Summit,  Philadelphia, PA
+1 (555) 744 0280

Work Experience


Customer Success Representative
09/2016 - PRESENT
San Francisco, CA
  • Systems: proficient with PC applications, MS office applications, virtual meeting software, CRM solutions and data management; able to gather and interpret data from separate systems
  • Build strong relationships with customers and manage their needs effectively to drive high customer retention and loyalty
  • Lead kickoff, training and renewal meetings for all assigned accounts
  • Monitor account risk; develop and implement plans for at-risk accounts
  • Manage and maintain accurate account information in SFDC and Gainsight
  • Customer facing experience in a Customer Success, Sales, Account Management or Customer Service role
  • Strong verbal and written communication skills, and excellent presentation skills
  • Experience with SFDC, Gainsight, or equivalent CRM systems

Education


University of Bridgeport - Stamford Campus
2012 - 2016
Bachelor's Degree in Psychology

Professional Skills


  • Strong computer skills including demonstrated experience with the Microsoft Office Suite
  • Strong written and oral communication skills with proven ability to initiate and manage relationships via phone
  • Prior consultant experience in assisting customers to utilize software effectively
  • Excellent communication skills on the phone and in writing
  • Strong negotiation skills; high level of leadership influence
  • Extremely strong communication skills (written and verbal)
  • Strong analytical skills with the ability to provide additional insight on key account metrics

How to write Customer Success Representative Resume

Customer Success Representative role is responsible for customer, software, research, presentation, microsoft, spanish, database, credit, training, reporting.
To write great resume for customer success representative job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Customer Success Representative Resume

The section contact information is important in your customer success representative 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
  • Email
  • Telephone number

Work Experience in Your Customer Success Representative Resume

The section work experience is an essential part of your customer success representative 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 representative 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 representative position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Success Representative resume experience can include:

  • Strong desktop application skills: MS Office (Excel and PowerPoint) and Google Suite (Sheets, Docs, Mail)
  • Proven customer service skills & positive custom focus
  • Strong organizational skills - ability to handle multiple clients and projects
  • Guide customers efficiently and effectively through onboarding and using our website
  • Proven training experience in a business setting
  • Prior experience using Salesforce for CRM/forecasting

Education on a Customer Success Representative Resume

Make sure to make education a priority on your customer success representative 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 representative 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 Representative Resume

When listing skills on your customer success representative 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 representative skills:

  • Excellent interpersonal skills with the ability to develop effective customer and teammate relationships
  • A positive attitude and good learning skills
  • Excellent communication skills and ability to work with different personalities and temperaments
  • Strong communication and social skills are necessary
  • Strong oral and written communication skills and the ability to quickly learn software based products
  • Excellent verbal and written communication skills in English and at least one other language (German, Spanish French)

List of Typical Experience For a Customer Success Representative Resume

1

Experience For Adroll Customer Success Representative Resume

  • Proven ability to collaborate and build strong relationships with senior-level customer contacts
  • Spanish or French language skills are desirable
  • Resolves customer complaints and other matters, which requires research skills to troubleshoot customer problems
  • Prioritize workload to meet Key Performance Indicator (KPI) metrics set by management in order maintain high level customer experience
  • One year of customer service, inside sales, or sales development experience
2

Experience For Customer Success Representative Resume

  • When required, work with the Technical Support department in an effort to resolve customer related issues and problems in a timely and effective manner
  • Providing support to Clients using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
  • Assisting in driving software adoption and customer satisfaction
  • Finding new sales opportunities with existing customers
  • Communicating new product and company updates to existing clients
  • Responding to customer questions regarding our products and solutions
3

Experience For Adroll Customer Success Representative Resume

  • Understanding your clients’ business & the current status of their Intelex solution
  • Working in partnership with the regional sales team to ensure continuity of information and support for the customers
  • Answering support line/email and address customer service requests
  • Conducting product demos for potential clients
  • Recurring Revenue Growth
  • Understanding of software, services and support contracts and agreements
  • Understanding of Environmental, Health & Safety, or Quality industry (an asset)
  • Capable of working in a high-volume call center, including online messaging and phone, and quickly responding to customer needs
4

Experience For Customer Success Representative Resume

  • Maintain existing account base through timely annual renewals, cross selling and upselling
  • Manage a large number of daily client inquiries, frequently leveraging other departments (such as Sales, Engineering, and Marketing)
  • Cultivate Existing Business: Train, support and guide new and existing customers by providing confident and expert system knowledge
  • Follow-up on the training sessions, including contacting the customer to confirm progress, resolve issues, and track customer adoption and usage
  • Develop on-boarding training plans and QBR (quarterly business review) plans supporting positive customer ROI and desired retention rates
5

Experience For Adroll Customer Success Representative Resume

  • Focus on quality control, mentoring, training, and process improvements
  • Assist with creating and maintaining test, survey, and invoice forms
  • Own overall relationship with our enterprise assigned clients, which include: Increasing adoption, ensuring retention, and customer satisfaction
  • Software technical support, troubleshooting and training
  • A passion and enthusiasm for resolving problems and helping people; service driven
  • Support the pre-sales process with product demonstrations and subject matter expert support leading to the closing of new opportunities
  • Exemplary decision making, and problem-solving abilities are necessary
  • Main post-sales contact, including licensing & installation support
6

Experience For Customer Success Representative Resume

  • Responsible for managing cases and ensuring timely resolution of client concerns
  • Thrive in a fast-paced, ever-evolving work environment
  • Maintain communication with the install base to ensure customers are satisfied and adopting AppDynamics
  • Participate in targeted calling campaigns
  • Handle incoming sales calls and online chats
  • Provide basic troubleshooting and assistance to customers via telephone and email
  • Accurately record information about each handled service request, using provided Customer Relationship Management internal systems
7

Experience For Adroll Customer Success Representative Resume

  • Proactively recognize and alert others to trends impacting customer service
  • Use empathy, courtesy, and a proactive, outcome-focused approach to solving issues
  • First point of customer contact for general inquires, e.g., pricing, product, upgrade options, etc
  • Provide training and respond to customer issues/requests
  • Forward any sales/upgrade opportunities to Inside Sales team, and provide assistance on training and demonstrations, as needed
8

Experience For Customer Success Representative Resume

  • Systems and Reporting - Identifies/reports problematic and/or systemic issues
  • Conduct onboarding activities with LSS customers
  • To maximise on all sales opportunities coming into the Global Customer Service Centre (GCSC) client business though inbound calls and e-mails
  • Provide Smart Solutions: Stay at the forefront of technology and customer services with our leading assessment and solution services
  • Provide a high level of Customer Service: presenting a consistent face of SHL to all our customers - internal and external
  • Become a Product Expert: Collaborate with the product, consulting and sales team to
  • Develop and use standard training materials and processes to set up their Neopost software subscription and train the customer
9

Experience For Adroll Customer Success Representative Resume

  • Provide group or individual training via phone, email, chat, screen share, etc
  • Manage client expectations throughout the onboarding process
  • Achieve target onboarding metrics as established by NeoDirect Leadership Team
  • Maintain customer contact information and customer issues in Salesforce; maintain outstanding data integrity
  • Drive customer satisfaction for PlanRoom users resulting in positive ROI and desired retention rates
  • Works with Client Managers, Account Executives and Regional Management in achieving regional and divisional goals
  • Develop and maintain an active relationship with SDL’s existing accounts,
  • Provide basic user training for translators when necessary
  • Design, create and develop an understanding of product knowledge, architecture, and solutions
10

Experience For Customer Success Representative Resume

  • Showcase the ability to resolve synchronization software functioning issues
  • Benefits package: including private medical insurance, dental, 25 days holiday, group pension plan, and more
  • The ability to engage, influence, and impact a broad array of the world's leading executives and HR professionals
  • Fluent language requirement depending on role
  • Able and willing to travel as the job requires, up to 30%
  • Flexible and adaptable to a rapidly changing environment
  • Organized, proactive and persistent
  • Highly motivated and self-driven to achieve personal and team goals

List of Typical Skills For a Customer Success Representative Resume

1

Skills For Adroll Customer Success Representative Resume

  • Strong interpersonal skills and customer focused mindset required
  • Complex and creative problem solving skills, strategic thinking
  • Effectively respond to inbound client calls, chats and cases regarding products while troubleshooting our software
  • Communicate effectively at all levels including senior management and technical personnel
  • Phenomenal teamwork skills! We are a team, and our success is dependent on working together
2

Skills For Customer Success Representative Resume

  • Demonstrated skill in influencing decisions
  • Validate we have met customers’ initial expectations and are having a positive experience with our solutions
  • Responsible for effectively attaining all Key Performance Indicators (KPI's) as defined by management team
  • Technical skills and competencies needed to deliver
  • Proficient in Microsoft Office Suite; especially MS Excel skills
  • Effectively communicate with client base via phone, e-mail and chat
  • Proactively create and analyze reporting tailored to client needs and effectively illustrate value
3

Skills For Adroll Customer Success Representative Resume

  • Reliable ability to consult, influence credibly and effectively, and overcome objections
  • Quickly learn technical skills
  • Highly organized with strong attention to detail Customer focused and prepared to “go the extra mile” – good listener
  • Ensure prospective customer support requests are resolved efficiently and effectively
  • Have 3 - 5 years of experience in the field of technology with additional client service experience
  • Have 5+ years of experience in the field of technology with additional client service experience
  • Display consultative skills necessary to successfully define the customers use plan
  • A passion for working with clients-- helping them succeed, and building strong and long-lasting relationships with them
4

Skills For Customer Success Representative Resume

  • Experience working in consulting, business, or professional services industry
  • Experience working in a directly customer-facing role via written communication
  • Have experience building and maintaining strategic relationships (ideally with Executive and C-Level contacts)
  • Hands on experience, understanding, and working knowledge of video production
  • Effective communication style that adjusts based on audience: clients, management, peers and, engineering
5

Skills For Adroll Customer Success Representative Resume

  • Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
  • Exhibit a speed to success through effective troubleshooting
  • Exhibit speed to success through effective troubleshooting
  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Experience using web-based tools, Microsoft Word & Excel
6

Skills For Customer Success Representative Resume

  • Work in office environment. Potential to work remotely after certain period of time, post-training and/or proven competency
  • Experience, or the equivalent, with educational software and/or learning management systems?
  • Experience, or the equivalent, with educational software and/or learning management systems
  • One to three years of previous customer facing experience and commitment to exceptional customer service
  • Create, update and prioritize customer requests/issues in ticketing system
  • Excellent communicator with an outgoing personality
  • Business to business sales experience
  • Experience in a software customer success, inside sales or customer support role
  • Strong technical aptitude; self-starter who can quickly and independently learn our software products
7

Skills For Adroll Customer Success Representative Resume

  • Professional, positive demeanor; strong team spirit
  • Work and prioritize tasks in a fast-paced environment
  • Previous experience in Customer Services, Technical Support or Helpdesk Support
  • Experience in a sales related role, preferably phone based
  • Develop strong relationships with sales, support, and professional services team members
  • Provide feedback loop to best optimize our customer experience platform (Zendesk)
  • Customer service and/or account management experience
  • Operations support experience
8

Skills For Customer Success Representative Resume

  • CRM experience
  • Experience with various internet browsers; Internet Explorer, Firefox, Safari and Google Chrome
  • Experience with Google Apps, Salesforce, and Zendesk
  • Experience
  • Relevant experience in customer service or a related field - desired, but not required
  • Work under pressure, multi-task, and prioritize
  • Proven ability to understand and explain details of a technical software solution to both technical and non-technical audiences alike
  • Creative and excellent problem solver
9

Skills For Adroll Customer Success Representative Resume

  • Completion of Post-Secondary education in a related field or equivalent experience
  • Validate ASN’s to ensure product has arrived correctly without any shortages or overages
  • Work with the Operations team to continually improve business processes within the team to ensure the efficient and effective delivery of customer service
  • Be proficient and experienced in server environments
  • At least one year of relevant Account Management or equivalent experience
  • Proven success in an Account Management role
  • Demonstrated commitment and passion for customer service
  • Planning/preparing training lessons
  • Initiating and answering inbound and/or outbound sales calls directly from/to existing customers
10

Skills For Customer Success Representative Resume

  • Running prospecting campaigns to drive user adoption and multi year renewals,
  • Consulting with existing customers to identify cross-sell and upsell opportunities
  • Developing customers into AppD champions and creating reference accounts
  • Assessing individual/group training needs
  • Conducting training sessions for customers
  • Preparing training materials, videos, and workflow documentation based on client sales process
  • Working with the various teams, in providing customer support

List of Typical Responsibilities For a Customer Success Representative Resume

1

Responsibilities For Adroll Customer Success Representative Resume

  • Primary objective for success is enabling an end-user’s success through regular relationship building that increases that user’s onboarding, adoption and use of a particular product or service
  • Build and maintain strong relationships acting as the lead point of contact for all customer requests
  • Recommend process and product fixes to improve the customer experience
  • Providing support to Clients using CEB’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
  • Help Operations team with questions on products, packaging, shipping, etc. Assist in the picking and packing process as needed
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' needs
  • Client Training: Provide client training with guidance from account lead so that the client understands AdGooroo’s platform
  • Partner with prospective customers to train them in using our platform, ensuring success of their events
2

Responsibilities For Customer Success Representative Resume

  • Work directly with customers to accomplish timely recurring revenue renewals
  • Assist the Customer Success Specialists in the maintenance of customer accounts by providing recommendations for improvements
  • Interact and manage working relationships with other areas of the business, at all levels
  • Utilize Insightly to ensure all onboarding activities are documented properly
  • Be tech savvy with an understanding of construction industry needs that can be better supported through technology
3

Responsibilities For Adroll Customer Success Representative Resume

  • Places high value on customer success, working with both internal and external customers
  • Leverage resources to support new and existing Cars.com accounts
  • Proactively monitor customer activity, taking ownership of issues to facilitate and ensure resolution
  • Identify and facilitate training opportunities for customers on products, tools and other resources
  • Work in a fast-paced environment while solving problems quickly and creatively
  • Drive customer adoption and success with CA Technologies solutions within a defined geographic region and/or set of customers
  • Understand customer’s overall use of CA Solutions, Services, Education and Support services
  • Understand customer’s business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes with licensed CA Technologies solutions
4

Responsibilities For Customer Success Representative Resume

  • Act as internal advocate across CA businesses to ensure the appropriate resources are engaged to address specific product obstacles impeding customer’s adoption
  • Provide proactive Onboarding support to designated customers as new CA solutions are acquired to ensure a positive customer experience and expedite time to value with new solution
  • Promote customer participation in CA Communities and use of available knowledge base and online support tools such as CA Support Online
  • Drive renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with virtual account team members as necessary for License Agreement renewal
  • Understand and document adoption and relevance of all licensed CA Technologies solutions for assigned accounts through GainSight and ensure internal stakeholders (CPM, Strategists, etc) are aware of any limitations to adoption or risks to renewal
  • Coordinate adoption-enhancing activities to mitigate any identified risk
  • Build and maintain strong working relationships with colleagues in Sales, Services, Support, SaaS Operations, Engineering and Product Management teams to ensure synergy and cooperation in customer activities
  • Answer product and service questions; suggest information about other products and services; and provide training
5

Responsibilities For Adroll Customer Success Representative Resume

  • Ensure notification of major software releases and any End of Service/End of Life announcements are delivered appropriately to the customer
  • Be an expert on all assigned ARC products and services
  • Be the primary relationship driver and communicator with your assigned customers from successful launch. Your mission is to find ways the customer can realize more value from ARCs portfolio of products and services
  • Leverage customer data to proactively identify customers that can recognize additional value through expanded adoption and identify those at-risk
  • Track KPIs to measure customer success
  • Assure the highest levels of renewal rates as measured by dollars and customer accounts monthly
  • Maintain all customer information in Salesforce.com
6

Responsibilities For Customer Success Representative Resume

  • Work to secure renewals and expansions from all customers
  • Represent the company professionally and positively with all prospects, customers, partners & employees
  • Predictable pipeline and forecast management
  • Utilize the sales process to manage and close opportunities
  • Generate customer interest and attendance in company-sponsored events
  • Manage/Update opportunities in CRM
  • Develop and cultivate key customers and relationships through timely virtual meetings
  • Deliver Proposal and Quote presentations
7

Responsibilities For Adroll Customer Success Representative Resume

  • Manage and resolve customer concerns and issues related to sales opportunities
  • Forecast demand for assigned accounts
  • Provide technical guidance, information, and procedural advice on a variety of highly complex customer service issues requiring advanced knowledge of financial products and transactions
  • Respond to telephone or electronic escalated or complex service requests
  • Conduct research to complete service requests
  • Monitor service activity, prepare service reports, and troubleshoot complex technical problems
  • Lead, facilitate, coordinate, and recommend the development of policies and procedures to ensure operational objectives are met
8

Responsibilities For Customer Success Representative Resume

  • Prepare and explain complex agreements and regulations
  • Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise
  • Open and assign trouble tickets to others for issues that can’t be solved directly
  • Respond to voice and email messages left by customers
  • Participate in online community forums
  • Help the team exceed quarterly renewal objectives as we strive to improve retention
9

Responsibilities For Adroll Customer Success Representative Resume

  • Articulate with a pleasant telephone voice
  • Reliable, responsible and consistent
  • Availability to work some holidays
  • Respond to customer emails in a timely, friendly, and helpful manner
  • Understand, troubleshoot, and resolve customer requests ranging from account setup and FAQs to troubleshooting, identifying bugs, and invoicing/billing questions
  • Collaborate with a team of off-shore agents to share, understand, and resolve issues
10

Responsibilities For Customer Success Representative Resume

  • Identify, quantify, and qualify customer support trends
  • Contact customers proactively on a case-by-case basis
  • Conduct customer site visits to grow and retain accounts
  • Blueprint and measurements for success
  • Average Revenue per Unit
  • Offer customers Health Check services and opportunities to maximize their investment in Information Builders software
  • Work closely with Information Builders Worldwide Customer Services teams, Corporate Sales and Field Account Teams to facilitate improvements in any reported areas of customer dissatisfaction and to identify any potential for expanded use of corporate software
  • Support the revenue generation goals of the business unit

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