Customer Success Manager

Nick Carter

Austin, TX • 512-***-**** ● *********@*****.*** ● linkedin.com/in/nickcarter78613

Experience in customer service and account management. Strong written and communication skills as well as an ability to foster key relations and provide overall support. Proven track record of streamlining account implementations and strengthening overall company revenue with client up-sells. Promotes strong account relations to ascertain clients’ needs and focus on the services that will provide business ROI. Key skills include:

Client Relationship Management Customer Service & Support Client Technical Support Customer Relations Customer Training & Support Project Management Key Account Management Document Management Client Liaison Client Communications Administrative Support Training & Development Account Management Continuing Process Improvement Customer/Client Partnering Career Highlights

Turned around a client with an account valued at $30,000. Initiated a conversation with the decision makers for the organization and showed the value of the software. Due to continuing support of the client and the relationship, save the account. (eCivis)

Improved the Grant Writing Services implementations for all Client Solutions Representatives and all clients bringing in over $100,000 in revenue for the company. New division was created as an additional revenue stream for eCivis in order to help current and future clients win grants for community or organization. Streamlined the process allowing the client to get further ahead and to focus on the application and meeting deadlines. (eCivis)

Trained some of the largest municipalities in the nation on software which improved capabilities to find, apply and manage grants. (eCivis)

Professional Experience

Oracle Corporation, Austin, TX (2016-Present)

Associate Customer Success Manager

Work with 3-4 Customer Success Managers to manage relationships with enterprise customers. Research and provide relevant insights to leverage best practices to drive measurable results and retention. Master-level knowledge of B2B marketing platform. Coordinate and assist with massive internal CRM update for the development of a new division.

● Key lead in developing a method of collecting analytics and metrics for Oracle's Boost Program and providing this information for Sr. CSMs to their customers. Oracle's Boost program provides Oracle customers the opportunity to educate themselves in the Oracle software and marketing automation overall. eCivis, Austin, TX (2013-2016)

Sr. Client Solutions Representative/Implementation Specialist/Trainer Manage client success by interacting with key stakeholders throughout the subscription period. Conduct and oversee a detailed onboarding process that includes client discovery, training and planning for their initial roll out. Continually cultivate a strong relationship with each client throughout the contract to work towards renewal or up-sell.

● Decreased the implementation time for the Data Integration product from one year to 6 months by focusing on client milestones that were not be tracked.

● Supported less tech savvy clients conducting one-off trainings for those having a hard time finding grants. Created a better relationship with two enterprise clients and saved one of those clients from leaving for a competitor

● Increased client retention by helping a TOP 50 client identify a $50,000 grant for which the client was eligible to apply. Assisted the client throughout the application process; client saw a return on investment and renewed another $20,000 contract with eCivis.

● Eased frustrations with a valued client by stepping in to help a colleague de-escalate a misunderstanding with the software capabilities. Resulted in the client understanding the software and ultimately renewing.

● Reduced implementation time from 90 days to less than 60 days creating less churn from clients leaving and boosting renewal rates.

Financial Freedom One West Bank, Austin, TX (2012-2013) Foreclosure Specialist

Analyzed SPOC correspondence while gathering and documenting all information needed to proceed with foreclosures by law firms. Maintained and tracked foreclosure files from financial institutions to legal offices making sure all files are kept in order and intact for compliance.

● Reduced research time for files being sent to legal teams to process foreclosures on reverse mortgages. Found and scanned documents needed for the legal process to proceed.

● Developed a more efficient method of gathering files and documenting all information that was gathered allowing for an increased number of files being sent out to law firms. e-MD’s, Austin, TX (2011-2012)

Implementation Project Manager/Account Manager

Streamlined the implementation process to get providers up and going on federal government certifications going into effect in 2013. Brought providers up to speed on software to meet Medicaid/Medicare deadline with the new regulations. Managed setup of electronic files and made sure the implementation project was hitting the client milestones set in place for each provider. Bay Bridge Administrators, LLC, Austin, TX (2008-2011) Sr. Account Manager, Client Services

Managed all medium to large client accounts from implementation through renewal. Provided support along with execution and termination of 403(b) & 457(b) contracts between clients and investment providers. Performed quarterly and annual audits for IRS compliance regulations and resolved critical escalations on behalf of client and investment providers.

● Helped launch the second-largest 3rd party administrator to help school districts stay in compliance with the 403(b) & 457(b) IRS regulations. Allowed school districts to save money on unnecessary audits due to noncompliance.

● Improved the process for school districts to stay in compliance with IRS regulations by implementing a successful line of communication between financial providers and the school districts. The Boon Group, Austin, TX (2004-2007)

Sr. Key Account Manager/Benefits Consultant

Managed large corporate accounts with over 1000 employees. Made sure that all employees of the account had the correct benefits information in a timely manner and all inquiries were taken care of accordingly. Both enterprise accounts saw an overall experience level improve and renewed the contract. Education

Communication Design/Advertising, Southwest Texas State University

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