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Customer Success Manager

Marietta, Georgia, United States
May 31, 2017

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Justin Maderer

Marietta, Georgia *****


Respected professional with sixteen years of business experience in various client facing roles, recognized for delivering exceptional client experience, developing and training teams to achieve ambitious goals in revenue generation and profitability.

Achieved maximum quarterly bonus over eight consecutive quarters based on 95% plus retention, extensive solution adoption, and measurable customer ROI

Managed Performance Development Program for Toyota Pilot Stores which led to unique Letter of Endorsement from Toyota Corporate for the FirstLook product suite

Key contributor in First Look’s 2008 designation as “Inc. 500’s #4 Fastest Growing Software Company in the United States.”

Excelled in client training and support which has led to more than 95 percent usage of MAX products

Managed Performance Development Program for Strategic Customer, BMW Pilot Stores, which led to unique National Letter of Endorsement from BMW North America Corporate for the MAX product suite.


Strategic Planning


Automotive Technologies

Effective Communication

Strategic Partnerships

Analytical Thinking

Customer Service

Account Development

Employee Development

Project Management

Microsoft Office

CRM (12+ years)


DealerSocket Technologies (formerly DealerTrack) - Atlanta, Georgia 2014-2017

Digital online marketing, sales, service, customer experience platform and data mining solutions

Sr. Customer Performance Consultant

Best practices consulting for inventory management, online digital marketing strategy, wholesale purchasing, remarketing, and sales process improvement

Ensures effective and embedded software utilization and renewals

Manages and works in partnership interdepartmentally to resolve high risk Customer issues

Collaborates with all levels of client management including C-suite in consultation, training, alternative needs assessment, and ROI demonstration

Upsells other products and services including CRM, Service, Desking, Data Mining, and Website

Develops references through existing customers and customer contacts and coordinate ongoing training and development

Cox Enterprises: Automotive Vertical- Atlanta, Georgia 2013-2014

Cox Automotive is a leading provider of technology, products, and services spanning the automotive ecosystem

Customer Success Manager (2014)

Managed account metrics and analytics while properly identifying opportunities for improvement and upselling utilizing CRM tools. (

Effectively partnered with sales team to grow accounts and identify new clients

Conducted product and sales presentations of digital solutions while education clients on business improvements and industry best practices

Developed and maintain extraordinary relationships with clients to ensure satisfaction and retention to ensure company profitability

Training Manager: Sales, Account Development, Client (2013-2014)

Designed and lead new hire on-boarding program and ongoing training of the sales and customer engagement teams

Created a 100% repeatable methodology for administering performance assessments for new hire trainees

Built relationships with the organization across all levels and acted as a conduit of collaboration between senior leadership and employees

Assisted in preparation for product launch and post-launch operations

FirstLook and MAX Systems, Chicago, Illinois 2006-2013

Software as a Service (SaaS) combining powerful analytics with software enablement of cutting edge retail practices

Leader, Corporate Training (2011-2013)

Established new hire training program

Contributed to the development of multiple departmental teams

Provided in the moment coaching, action plans, and performance management for associates

Sr. Account Executive (2006-2013)

Analyzed data and performance to provide clients with information to drive sales and revenue

Facilitated each stage of the software implementation process to all members of the client’s team

Formulated recommendations regarding operational tools, internet marketing strategies and performance development programs

Provided expertise and best practices when training on the use of inventory, pricing and revenue management software solutions

Understands the primary competitive landscape, features and benefits


Catholic Parish Men’s Group- Director & Spiritual Advisor

Habitat for Humanity- Volunteer

Youth Baseball & Softball- Head Coach


B.A., Communication Studies

Varsity Baseball

Furman University, Greenville, South Carolina

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