Customer Success Manager
Resume:
Justin Maderer
Marietta, Georgia *****
******.*******@*****.***
www.linkedin.com/in/justinmaderer
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.
EXECUTIVE STRENGTHS
Strategic Planning
SaaS
Automotive Technologies
Effective Communication
Strategic Partnerships
Analytical Thinking
Customer Service
Account Development
Employee Development
Project Management
Microsoft Office
CRM SalesForce.com (12+ years)
PROFESSIONAL EXPERIENCE
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. (Salesforce.com)
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
INTERESTS
Catholic Parish Men’s Group- Director & Spiritual Advisor
Habitat for Humanity- Volunteer
Youth Baseball & Softball- Head Coach
EDUCATION
B.A., Communication Studies
Varsity Baseball
Furman University, Greenville, South Carolina
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