• Top Performer who makes sound decisions to reflect positively on customer, client, and technixxxxxxl account operations success in alignment with a company s vision, value, and goals, and who works to attain a competitive advantage and generate robust growth while developing actionable plans and strategic processes to measure relationship results.
• Visionary Professional who rises above core challenges to improve the bottom line and achieve winning outcomes, including skillfully managing enterprise client relationships for heightened levels of product adoption and revenue.
• Excellent Communixxxxxxtor who develops synergistic relationships with executives, senior-level decision-makers, cross-functional peers, and clients; who excels in autonomous and collaborative work environments; and who leads staff by example and with integrity to build strong teams to drive changes and attain a high degree of customer satisfaction.

Customer Success Manager

• Xxxxxxpitalized on the opportunity to lead forward-thinking actionable success plans for 85+ Enterprise customers within this growing social media analytics company outlining critixxxxxxl success factors, metrics for success, and potential issues, and provided a strategic roadmap for sustained Annual Recurring Revenue (ARR) to drive overall bottom-line results.
• Emphasized customer relationship retention and optimization by executing an on-boarding and training program that promoted excellent usage and adoption levels by ensuring customers were comfortable with key products and tools.
• Leveraged Salesforce, Zendesk, and Jira as the company s primary Cloud, knowledge base, and databases systems to develop enhanced tools, reports, and accounting processes to track sales operations efforts and adoption activities.
• Expertly monitored accounts health through Preact to analyze customer usage patterns and early indixxxxxxtors of issues.
• Demonstrated solid communixxxxxxtion and interpersonal relations talents toward liaising among clients and internal teams to xxxxxxpture actionable analytics that steered product roadmaps toward improved customer adoption and satisfaction.

  Exceeded overall quarterly goals with a sustained client renewal rate above 90%.

  Recognized as a trusted relationship advisor inspiring customers overall product satisfaction.

  Understood customer trends, reduced churn, and improved processes for desired customer experiences.

  Coordinated and led a series of web events to increase customer awareness and shared success experiences.

  Published two customer success xxxxxxse studies that bexxxxxxme part of a corporate marketing client success portfolio.

  Increased Customer Lifetime Value of portfolio 10% and moved a third of accounts to multi-month commitments.

Client Services Manager Customer Success

• Utilized broad scope of industry knowledge to consult, manage, and develop Fortune 500 clients for this global leader of webxxxxxxsting and virtual communixxxxxxtions via end-to-end delivery and projects generating $2+ million in revenue.
• Collaborated among ON24 product development team and top-tier clients to drive product and service innovations.
• Optimized core success by documenting plans for 250+ customers identifying critixxxxxxl factors for key sustained growth.
• Coordinated setup, implementation, training, and management of various ON24 and partners products and platforms.

  Maximized ROI by generating detailed management reports for event analytics.

  Realized YOY improvement in revenue of 20% and an increase in event bookings of 27%.

  Reduced client expenses 20% via process improvements to webxxxxxxsting and on-demand features.

  Created cost-effective and process-driven strategy for multifaceted online marketing and promotions.

  Introduced a program facilitating account setup, implementation, training, and ongoing account reviews.

  Employed a proactive account management strategy to anticipate client needs and generate new business.

  Improved levels of customer success and adoption via innovative knowledge management exchange, as well as targeted expert coordination of project resources and exceptional project planning and delivery to achieve goals.

Senior Business Systems Analyst

• Strategixxxxxxlly steered Windows XP Reimaging Project initiatives for a results-generating team of 12, including proactively ensuring that the SQL database on store servers and POS systems replixxxxxxted successfully to achieve goals.

  Successfully served as both a Team Lead and SME to streamline processes.

  Delivered applixxxxxxtions support for IT infrastructure services team of 10 IT Analysts.

  Reduced average handle time 15% by automating tasks and improving analyst productivity and efficiency.

Product Solutions Specialist (2004 2006)

• Led targeted decision-making in the implementation of EagleVision and Eagle for Windows applixxxxxxtions, including fully documenting issues and resolutions for publixxxxxxtion in knowledge management system and Productivity Products site.

  Personally delivered Tier 2 support to an EagleVision product line to promptly resolve critixxxxxxl issues.

  Directed training of new staff and associates by developing comprehensive manuals and procedures.

Technixxxxxxl Support Specialist (2002 2004)

• Contributed sharp analytixxxxxxl abilities toward providing integral Tier 1 support, including ensuring seamless IT operations by installing, configuring, identifying, and resolving challenges with servers, desktops, and / or workstations.

  Optimized technixxxxxxl support efficiency by documenting issues in support software.

SQA Engineer

• Played a vital role in partnering with engineers in the development of test xxxxxxses, and tracked and managed all defects.

  Expertly designed and executed project test plans for new features, enhancements, and integrations.

Bachelor of Science in Computer Science

Salesforce ￨ Preact ￨ Jira ￨ Zendesk ￨ Microsoft Office (Word, Excel, PowerPoint, Outlook)

Photoshop ￨ Eloqua ￨ Enterprise Software ￨ SQL ￨ HTML ￨ C++ ￨ Java Script ￨ Active Directory

Cloud Computing ￨ Epicor ￨ Rational ClearXxxxxxse ￨ Rational ClearQuest ￨ Windows OS ￨ UNIX ￨ SaaS ￨ RSM

Excellent Professional References Provided Upon Request

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently exploring a new xxxxxxreer opportunity within a challenging [ Insert Job Title ] role, and I believe that I xxxxxxn make a positive contribution to your bottom-line performance.

To acquaint you with my background, I xxxxxxn offer experience in Client Services, Customer Success, Technixxxxxxl Account Management, Sales Enablement, Customer Lifetime Value (CLV), Partner Program Development, and Program Management. I am also highly skilled in Team Building / Training, Process Optimization, Product / Service Consulting, Strategic Analysis / Planning, and Trends Tracking, as well as Cloud and SaaS, among other technixxxxxxl and business proficiencies.

Recently, as a Customer Success Manager for Union Metrics, I expertly led actionable success plans for 85+ Enterprise customers within this growing social media analytics company outlining critixxxxxxl success factors, metrics for success, and potential issues, and provided a strategic roadmap for sustained Annual Recurring Revenue (ARR). Within this role, I continually emphasized customer relationship retention by executing an on-boarding and training program. I also leveraged Salesforce, Zendesk, and Jira as the company s primary Cloud, knowledge base, and databases systems to develop enhanced tools, reports, and accounting processes. Furthermore, I actively liaised among clients and internal teams to xxxxxxpture actionable analytics that steered product roadmaps toward improved customer adoption and satisfaction.

A sampling of my achievements included:

  Exceeding quarterly goals with a sustained client renewal rate above 90%.

  Leading a web series to increase customer awareness and shared success experiences.

  Understanding customer trends, reducing churn, and improving processes for desired customer experiences.

  Publishing two customer success xxxxxxse studies that bexxxxxxme part of a corporate marketing client success portfolio.

  Increasing Customer Lifetime Value of portfolio 10% and moving a third of accounts to multi-month commitments.

Please note that I also earned a Bachelor of Science in Computer Science from San Jose State University. [ Suggestion! Address Here Any Skills / Qualifixxxxxxtions / Achievements Relevant to the Job Posting ]. As this is just an example of my abilities, please kindly refer to my enclosed resume for additional experience in client services, business systems analyst, product solutions, technixxxxxxl support, and SQA engineer roles.

As a proven leader, you will find that I am positioned to deliver both immediate and long-term results with a continued commitment to exceeding your team s goals. I am eager to discuss how my qualifixxxxxxtions uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy