Director, Customer Success Resume Sample
Kristofer Klein
3713 Maritza Orchard,
Houston,
TX
+1 (555) 841 5772
Work Experience
Director, Customer Success
03/2018
-
PRESENT
Los Angeles, CA
- Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement
- Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus
- Give feedback to Sales and Marketing on prospecting approach
- Ensure smart hand-off
- Define CSA involvement during sales cycle
- Experience in sales management/sales operations
- Experience with delivering B2B SAAS products and applications
- Familiarity with product service delivery and customer end to end journey mapping
Senior Director, Customer Success
08/2014
-
02/2018
Detroit, MI
- Significant customer facing experience leading enterprise customers through business or technology transformations with large account/project management experience
- Drive for building and growing customers through cross-sell, upsells, and renewals
- Willingness and curiosity to learn as a tenant to your personality
- Eager to contribute beyond your role and lead strategic initiatives to improve the customer experience
- Willingness to travel to spend significant time onsite with strategic customers and sales teams
- Experience with Saleforce and other CX automation tools
- A proven track record of driving customer success and aligning in complex customer environments at the executive and departmental level
Executive Director Customer Success
05/2009
-
07/2014
Houston, TX
- Experience leading people with a history of creating and inspiring great teams who have delivered results
- Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
- Contribute beyond your role and lead strategic initiatives to improve the customer experience with MuleSoft
- Proven track record of leading seven figure engagements with enterprise customers and a demonstrated ability to guide strategy and deliver outcomes for the customers that resulted in material ACV growth
- Passionate about technology, a natural, credible evangelist, and experienced in translating that passion into business impact for customers
- Willingness to travel to spend significant time on-site with strategic customers
- Build strong relationships with Regional, Global and Functional organizations
- Lead team of up to 40+ employees and manage a budget of up to $7.6M
- Lead team of up to 40+ employees and manage a budget of up to $16M
Education
University of Phoenix - Idaho Campus
2005 - 2009
Bachelor's Degree in Business
Professional Skills
- Strong stakeholder management skills with a focus on listening to stakeholder and customer needs
- Recognized in the industry as an expert Strong financial skills
- Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills
- Excellent listener with an aptitude for problem solving and deductive reasoning skills
- Excellent conflict resolution skills with employees, peers, executives, and clients
- Strong prior experience with data security tools, issues, and best practices
- Excellent verbal and written communication skills; ability to coach others in this area
How to write Director, Customer Success Resume
Director, Customer Success role is responsible for presentation, communications, compensation, training, recruiting, security, java, architecture, reporting, design.
To write great resume for director, customer success job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, Customer Success Resume
The section contact information is important in your director, customer success 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 Director, Customer Success Resume
The section work experience is an essential part of your director, customer success 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 director, customer success responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, customer success position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, Customer Success resume experience can include:
- Proven ability to effectively facilitate and lead cross-functional teams and resources
- Experience working with high-growth clients. Proven success building relationships with and influencing the perspective of decision makers
- Experience in leading customer-facing teams or combination of leadership and experience as a senior customer success team member
- Experience in payment or telco billing related system is good to have
- Give input on functional and personal skills training plan to the TQM’s manager
- Meet or exceed targets consistently, while prioritizing and delivering outstanding customer experience to PubMatic’s publishers
Education on a Director, Customer Success Resume
Make sure to make education a priority on your director, customer success resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, customer success 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 Director, Customer Success Resume
When listing skills on your director, customer success 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 director, customer success skills:
- Outstanding conflict resolution skills and ability to deliver difficult messages
- Expert independent decision making, analysis and problem solving skills
- Aggressively develop key skills and abilities of the customer success department via training and coaching to
- Prior experience leading and/or building a customer success function within a SaaS organization
- 4) Highly fluent in English language; with outstanding communication skills (written, verbal, public speaking)
- Broad and unique range of professional skills with an expert understanding of industry practices
List of Typical Experience For a Director, Customer Success Resume
1
Experience For Senior Director, Customer Success Resume
- Strong sales skills and knowledge of sales process – to teach team members
- Experience with online messaging and marketing that connects with audiences, either from direct Marketing experience or equivalent customer-facing work
- Demonstrated record of using customer segmentation and engagements to improve the customer experience in an innovative and repeatable way
- Proven experience making great customer service a reality for your team/organization
- Enthusiastic about technology with demonstrated aptitude; experience at a technology company, contact center, or relevant consultancy ideal
- Excellent instincts and proven ability to interface at a senior and C-level with ease
- History of growing a team, with examples of coaching and training methods that result in more effective and happier team members
- Demonstrated excellence in analytical thinking, communication, delegation, planning & problem-solving
2
Experience For Executive Director Customer Success Resume
- Effective at designing engagements for time-limited audiences that they find appealing and that enables them to improve their businesses
- Experience managing an inside sales team serving small to midsize accounts
- Experience coaching and developing sales associates to become field ready sales personnel
- History of hiring experienced, articulate, and exceptional talent, with ability to manage both technical and non-technical team members
- Good working knowledge of Amazon Cloud Services such as EC2, EBS, S3, ELB, ElasticCache, CloudFront, Route53, RDS, Kinesis, DynamoDB, etc
- Motivated with an ability to create fun, team building exercises and experiences to develop a team culture and drive performance
- Experience in high technology customer success
- Proven ability to lead a team in all areas of the customer lifecycle
- Management experience
3
Experience For Executive Director Customer Success, Platform Resume
- Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means
- Good knowledge in Java technology and its related framework or technologies
- Knowledge/Experience in Agile Development and Management tools, e.g. Jira, Nexus, Bamboo, Jenkins, Sonar, Selenium, Bitbucket
- Direct management experience of account management/customer success teams, with a track record of success
- Relevant work experience preferably with a professional IT services company or SaaS software provider
- Onboarding, Training, Professional Services, Customer Support Experience, and Renewals
- Strong empathy for customers AND passion for creating customer outcomes by aligning services and third-party integrators and service providers
- Develop listening points in experience (e.g., usage, satisfaction, etc.)
- Measure effectiveness of Customer Success with continual communication and reporting
4
Experience For Director, Customer Success Enterprise Resume
- Create cadence for review within team Expose subset of metrics to executive team, company and board Enhance effectiveness and efficiency through technology
- Enthusiastic and creative leader with the proven ability to inspire others
- Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience
- Build a positive corporate culture that balances the needs of the employees with the needs of the customer and the needs of the company in an effective manner
- Managing and guiding the MKS Customer Success Services team
- Handling and resolving all escalations
5
Experience For Director Customer Success, ENT Resume
- Recruiting and developing a team of customer success managers
- Monitoring Service Levels across all operational teams (Support, Hosting, Implementation, Product Development)
- Understanding of SaaS business models and their overall relationship to Customer Success
- Willing and able to travel domestically/internationally (25-50%)
- Delivering New Singtel Application
- Identifying additional opportunities for customer adoption and expansion
6
Experience For Associate Director, Customer Success Resume
- Upcoming Product Roadmap presentations
- Engaging services where needed for follow on projects
- Driving true value for enterprise team portfolios comprised of enterprise/national customers by
- Monitoring and facilitating the customer’s adoption of our solution’s features and functionality
- Driving true value for regional team comprised of small and mid-market customers by
- Contribution to organizational development thru sharing best practices. Developing and conducting technical courses
7
Experience For Director, Customer Success Resume
- Design and implement deliberate customer design / anchors leveraging IT guiding principles
- Establish system for tracking metrics & cadence of reviewing with the team
- Work closely with operational counterparts inside Ceridian (Hosting, Product Development, Implementation, Support, Billing) to drive issues to closure
- Excel in the areas of leadership, flexibility, creativity, organization, detail, exceeding expectations and are passionate about delivering only the best
- Comfortable partnering with Senior Leaders to drive strategy, planning, and process improvements
8
Experience For Senior Director, Customer Success Resume
- Ensure issues and solutions are thoroughly documented within Ellucian’s tracking system and follow issue progress through resolution
- Mentor and leading team
- Provide ongoing oversight and management of all aspects of Tier-0 (self-service), and Tier-1 through Tier-2 user support
- Drive Customer Success outcomes by focusing on the key metrics for success Increase renewal rates and reduce churn in assigned market segment
- Define operational metrics for team aligning with SaaS industry standards
- Ensure Customer Success teams are pro-actively engaging customers and internal teams of issues/risks
- Identify areas where solution optimization is needed and bring in the product subject matter expert to help
- Review major projects and participate in quoting activities
- Ensure customer satisfaction and adoption of purchased products by proactively following up on purchased items
9
Experience For Executive Director Customer Success Resume
- Drive change management; guide the team with confidence and empathy through a fast-paced, changing environment
- Analyze data and connect the dots, making recommendations to management and project members promptly
- Define the technical innovation strategy with ISV’s -> Deliverable joint Architecture
- Help SAP Sales, partners & ISV’s sell the solution
- Coordinate with sales and sales leadership to develop the service capabilities to maximize customer and
- Manage Ellucian’s Quercus product which is sold internationally and supported by our Dublin based Action Line Delivery team
10
Experience For Executive Director Customer Success, Platform Resume
- Ensure customer success strategy is aligned with the company’s long term goals
- Standardize the template for a Success Plan for customers in your segment(s)
- Define and oversee lifecycle processes/touch points, including executive sponsor program, Executive Business Review (EBR) process, “listening” points (e.g. on usage, NPS), and others
- Personally manage escalations from your direct reports, and follow a methodical escalation process to executives
- Evangelize athena’s best practices to drive client expense reductions in the face of industry trends and challenges
- Implements enabling technologies, including CRM, to field sales teams. Monitors the assigned sales organization’s compliance with required standards for maintaining CRM data
- Occasionally provide client training and support of ON24’s proprietary webcasting platforms
- Contributes to the development of and implementation of LogMeIn’s Customer Success program
- Personable; able to work as a member of small team and to interact with peers and internal customers
List of Typical Skills For a Director, Customer Success Resume
1
Skills For Senior Director, Customer Success Resume
- Excellent, accurate, and effective oral and written communication skills
- Effective mentor and project management coaching skills
- Proven ability to effectively manage multiple projects, processes, and budgets
- Expert planning/organizational skills and techniques
- Grow your business acumen, strategic account planning, presentation and negotiation skills
2
Skills For Executive Director Customer Success Resume
- Seasoned leader with well-developed interpersonal, customer communication, problem-solving and leadership skills
- Use skill and influence to develop company objectives and principles and to achieve goals in creative and effective ways
- Demonstrated ability to build strong internal, external relationships
- Effectively network within accounts from the C-Level down to achieve successful execution of the customer's Blueprint, where appropriate
- Superior executive level presentation skills
3
Skills For Executive Director Customer Success, Platform Resume
- Prior experience with Salesforce.com is beneficial
- 1) Additional language skills for the region, particularly Japanese, Mandarin or Korean
- Experience working in a client-facing account management, project management, customer success, or consulting environment
- Proven success in building and driving projects within a large, complex program
- Management or related experience; including at least 3 years leading a successful customer support/success team
- Directly form strong relationships with key customers and ensure they are receiving world-class service and getting an ROI from our products
- Expert experience working in structured, matrix organizations, preferably enterprise software companies
4
Skills For Director, Customer Success Enterprise Resume
- Proven track record of managing client expectations and ability to help them use the product successfully
- Excellent compensation + benefits including medical, dental, vision, 401(k) match and more
- People management and development; demonstrated leadership through accountability, continuous learning and improvement
- Experience working closely with or inside of a Sales organization
- Experience using Financial Force and Service Cloud
- Previous experience communicating with the C-Suite
- Strong customer orientation focused on delivering customer needs
- Strong leadership ability and collaborative working style
5
Skills For Director Customer Success, ENT Resume
- Strong empathy for customers AND passion for driving cultural change
- Deep understanding in healthcare sales/account management experience
- Excellent track record of delivering results
- Strong understanding of product features and benefits as it relates to customer needs
- Passionate and creative leader with a proven track record in leading and motivating teams
- Strong understanding of value drivers in recurring revenue business models
6
Skills For Associate Director, Customer Success Resume
- Learn and contribute towards the success of the customer experience organization
- Work in a fun, positive environment with an experienced Customer Success team
- Strong emphasis on professional and personal development
- Experience working in an academic environment—ideally in a medical research environment
- Demonstrated ability in operational execution
- Experience successfully working with senior (C-level) executives
7
Skills For Director, Customer Success Resume
- Solid LTPAC domain knowledge
- Experience with EHR is a definite asset
- Leverage Webchat to bridge language gaps, improve experience, and replace email over time
- 7) Ability to operate successfully at a high level in business within the different regional cultures
- Build strong relationships with customers and become a trusted advisor to the customer
- Establishing and measuring key metrics that focus effort and drive results
- Working knowledge of the mobile development process and of mobile design and implementation methodologies
- Outstanding proficiency with tools, systems, and procedures
- Managing customer relation escalations for the accounts under management
8
Skills For Senior Director, Customer Success Resume
- Coaching / Talent Development
- Successfully resourcing and delivering projects ranging from $10k to $300k
- Generate additional revenue from our existing base of customers by suggesting complementary products, and introducing new products that they currently purchase
- Work in a fast-paced environment, working with sales from start to finish as well as focusing on account management, and customer success
- Success in exceeding revenue quota and managing a territory
- Maximize customer lifetime value by increasing renewals and reducing churn
9
Skills For Executive Director Customer Success Resume
- Act as customer advocate to product management and development teams, working directly with engineering to resolve core product issues
- Leading and growing a sales team (ideally in software)
- Lead by example while providing management, mentoring, and performance feedback
- Exemplary team leader committed to fostering and growing talent
- Cultivate and develop lasting internal and external customer relations
10
Skills For Executive Director Customer Success, Platform Resume
- Comfortable with direct customer facing interaction at all levels of the organization
- Managing managers required
- Innovative thinking focused on the customer
- Responsible for team performance against KPI's including customer retention, customer expansion/adoption, NPS, and efficiency metrics
- Ensure the Customer Care organization in EMEA has necessary representation in service related incidents and business continuity planning exercises
List of Typical Responsibilities For a Director, Customer Success Resume
1
Responsibilities For Senior Director, Customer Success Resume
- Build and nurture C-level, Business Decision Makers relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
- Understands the customers’ business environment, challenges and opportunities, and aligns AspenTech’s initiatives with the customers’ initiatives, ultimately, aligning AspenTech’s success to the customers’ business initiatives
- Acts as a trusted advisor throughout the entire lifecycle of a customer account following the initial sale through successful adoption and ultimately renewal with growth
- Proactive customer contact and on-site visits to perform Executive Business Reviews, user group meetings, Road Maps, etc., to improve relationship and plan strategically with customers to help them meet their sales productivity objectives through the use of our products and services
- Uncovers and mitigates any risk that threatens your Customers’ growth, satisfaction, or renewal; conceive and execute risk mitigation plans by utilizing all available AspenTech resources
- Experience at working with senior and executive management at the “C” level
- Ensure CSMs are meeting Apttus’ high standards of customer experience
- Serves as the primary contact in the customer experience team in resolving issues
- Leads an international and remote team that provides strategic focus to the customer experience
2
Responsibilities For Executive Director Customer Success Resume
- Drive stakeholders and leadership alignment across the business to deliver on top priorities via outstanding communication and execution on vision
- Experience with substantial project work in software design & development
- Strong analytical capabilities to understand team and individual performance
- Design survey mapped to experience program / capture deeper insights
- Proven ability to deliver against stretch goals
- Responsible for nurturing assigned account base into long term strategic partnerships while increasing customer usage and adoption of solutions
- Comfort and expertise presenting to C-Suite executives and collaborating on business cases
- Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services
3
Responsibilities For Executive Director Customer Success, Platform Resume
- Coach and support existing CSMs; Hire and onboard new team members
- Exposure to leading LTC organizations required
- Deep understanding of value drivers in customer service oriented organizations
- Develops, implements, and maintains processes, protocols, policies, and goals to improve VitalSource’s product and services to customers
- Develops, evaluates, and implement strategies to gather and respond to client feedback
- Works with cross-functional teams to align customer interests with business objectives
- Identifies opportunities to improve service delivery
4
Responsibilities For Director, Customer Success Enterprise Resume
- Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes
- Lead a team of Customer Success Associates (CSAs) to increase Zendesk feature adoption and usage across a global segment of small and medium-sized businesses, resulting in significant reduction in churn and contraction. Achieve period-over-period improvement in customer retention and growth
- Hire, train, and coach your team, such that they consistently set a standard for the experience they give our customers, are fulfilled by their work, and have a strong understanding and plan for their careers. Create and seek out professional development opportunities for the team
- Push the boundaries and use your customer savvy, segmentation understanding, and industry background to develop novel and better ways to identify, connect, and support customers who need our help to grow and thrive. Understanding how to message customers in a way they respond to is key, as is developing ways to serve many customers simultaneously
- Partner with global Customer Experience leadership to align and expand on global strategy, in a way that balances regional needs with organizational simplicity and consistency
5
Responsibilities For Director Customer Success, ENT Resume
- Partner with teams outside CX to create and maintain customer messaging, such that as our customers’ business needs change (and thus the depth of their support), that they feel a simple and consistent experience
- Manage to clear and quality-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity
- Plan and direct all aspects of our scaled success organization. Including but not limited to account strategies, escalations, objectives, and initiatives in alignment with the Zendesk Customer Success organization and methodologies
- Partner with PMO to develop and drive operational changes to support the scalability of our Success programs
- Empathy for customer needs, with an ability and process to stay current as the industry advances
- Able to prepare, present, and revise budgets
- Define success for the various product lines; set goals and measure results
- Create and implement processes that help customers achieve evolving desired outcomes. Includes overseeing process improvement in product adoption, training, and beyond
- Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn
6
Responsibilities For Associate Director, Customer Success Resume
- Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them, and provide a clear path to escalation
- Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for Customer Success Specialists to
- Set the overall vision and strategic plan for the Services Organization focusing on defining and optimizing customer success and the metrics used to measure customer health, utilization, and adoption
- Operationalize Services around customer success – develop a Global Services charter specific to customer success, driving customer lifetime value, metrics, and predicting customer behavior
- Partner with Senior Sales and Services leaders to drive key business initiatives and strategic planning around defining and optimizing the customer journey
- Provide input to the Concur-wide business case to articulate the value of customer success
- Champion the customer journey for new customers to Vonage, engaging existing customers, and managing the customer relationship through ongoing renewals (let’s never lose them!)
- Lead value-based care discussions in quarterly business readouts which engage frontline staff, tech leaders, quality leaders and executive leaders of health systems and large physician practices
7
Responsibilities For Director, Customer Success Resume
- Contribute to the product roadmap discussions by sharing customer feedback and insights gained in the “field”
- Become an expert coach to customers and colleagues on how to successfully navigate existing and new value-based care rules and regulations
- Establish relationships at all levels the customer organization and leverage those relationships throughout the customer journey
- Develop and maintain customer success cycle plans, identify and track milestones and key indicators related to our customer relationships
- Work closely with senior leadership to contribute to the evolution of our end to end customer success cycle process
- Contribute to customer success cycle process improvement and the definition of best practices
- Interview the Sales Team. Solicit feedback from them on how they use our systems, what tips and tricks they have, and where the systems fail them
8
Responsibilities For Senior Director, Customer Success Resume
- Review any data on how Vonage systems are utilized (by Customers and Sales) that is available. Summarize findings, and offer recommendations for changes where necessary
- Solicit ideas from our partners on how they are designing best-in-class CX for their Customers
- Identify solutions to major CX pain points. Work with key product owners to integrate solutions into roadmaps and sprint planning
- Meet for feedback/review meetings of each sprint, and use conclusions and newly gathered data to drive scope of future sprints
- Establish comms program to alert users of CX when and how upgrades are made, via email and social network outreach, updating website, etc. Plan for a weekly outreach, to underscore to the user base that progress is ongoing
- Create training videos on how to use the system that are “bite-sized”/chapterized and therefore able to be re-shot and re-published quickly, as improvements are made. Host on website. Monitor how these videos are consumed, and by whom
9
Responsibilities For Executive Director Customer Success Resume
- Business engagement – Demand management, requirements analysis, acts as a product owner and prioritize backlog
- Engage Sales Team to use new tools, solicit feedback, fix what they determine is broken, and record success stories for consumption by others on the Sales Team
- Engage Customers to use new tools, solicit feedback, fix what they determine is broken, and record success stories for consumption by the sales team
- Hands on Development on frameworks
- Subject matter expert in any one of these domains – E/M-Commerce, Customer / Partner relationship management
- Maintain control over the solution throughout the entire software development lifecycle by continuously making critical adjustments to the solution to ensure desired results are achieved
10
Responsibilities For Executive Director Customer Success, Platform Resume
- Understand Information Security standards, methodologies and practices
- Practical knowledge in Agile and DevOps environments, open source technologies and related tools
- Lead the development and growth of a team of 4 Customer Success Managers across New Relic’s top accounts in Europe
- Driving excellence throughout the entire customer lifecycle; from identifying customer requirements in pre-sale, to product delivery and customer satisfaction post-sale
- Accountable for driving customer adoption and maturity by creating customer outcomes for a $200M+ renewable book of business
- Identify opportunities for cross and upsell for the customer success team
- Manage the relationships with and performance of the user support contact center(s) to ensure we are meeting or exceeding agreed on goals and performance metrics [e.g. satisfaction, response time, service levels, budget, user retention]
- Manage the relationships with our contact center partner(s) and vendor(s) to ensure high quality customer service, cost effective delivered
- Build and manage the quality assurance processes for user support
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