Customer Success Manager

Alexander P Hutton, MBA

Highland Village, TX ****7

214-***-**** www.linkedin.com/in/alexphutton ***********@*****.***

Customer Success Manager

Customer satisfaction, relationship development and retention

Savvy Customer Success Manager with impeccable ethics and an indelible reputation for delivering world class support and service that builds customer satisfaction and retains them for life. Recognized for understanding customers’ businesses and their needs - and then addressing them.

Broad experience building successful teams that work well and deliver high quality results. I build teams through leadership, trust, vision, goal setting, clear honest communications, objective evaluations, and motivation. I empower top-tier talent to create high performing cultures based on team work that consistently achieves in all conditions.

Customer service management Trusted advisor and customer satisfaction

Effective problem solving and avoidance Customer advocate and relationship intelligence

Fiscal accountability and P&L management Complaint resolution & escalation management

Performance metrics Lean Six Sigma continuous improvement

Written and verbal communications Top rated servant leader management style

Professional Experience

Customer Account Support Manager – Customer Success Manager

* Managed an account support team acting as trusted customer advisors and resolving business and support issues with an operational budget of $2 million. Performed all management functions including: leadership, hiring, training, mentoring / coaching / teaching, planning, work assignment, goal setting, appraisals, rewarding, disciplining, salary recommendations and personal issues

* Skyrocketed service level performance within 1 year to consistently achieve over 80% of customer measured metrics (from below 50%) through department efforts focused on clear objectives, processes improvements, and incentives that resulted in consistent performance that increased customer satisfaction.

* 21% improvement in how our customers think about their overall experiences with our product line, 59% improvement in the customer’s willingness to purchase our product again, 62% increase in our customers’ willingness to recommend HP, and 14% increase in their perception of the overall business relationship

* Created a website with information tracking tools, utilizing an Oracle database, SQL, HTML, and Excel/Visual Basic, to drive consistent service quality and provide timely relationship intelligence information to enable improved product development and sales

* Recommended culturally sensitive approach to resolve a critical situation in Japan that was not only acceptable to the customer, but resolved the issue with over 75% cost savings

* Developed template for consistent account management planning that each Account Manager completed for their customer accounts. The process of working with the accounts and sharing the resulting information greatly improved the customer relationships and improved HP’s product offerings.

* Resolved in 3 hours Brazilian customer’s high profile technical problem that the local team struggled with for months by identifying key people and effectively working with them to facilitate a rapid response that resulted in a timely resolution and save HP an estimated $100K

* Developed a strategy for customer certification training to address problems with overpriced installation support, problems with customer-inflicted outages, underutilized training, reduced demand on support due to untrained customer personnel, and potential competitive vulnerability - while increasing training revenues and lowering the costs for support (greater profit margin)

* Conducted international negotiations to extended the software development and support to a discontinued product to ensure customer satisfaction and prevent negative impacts customer relationships in Japan while insuring the solution implementation was profitable

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Escalation Manager (Resolving high impact situations where conventional efforts failed)

* Award winning resolution to a high profile system migration failure for a major customer. Once resolved the customer not only kept the system, they expanded business with us

* Changed a customer’s plan to remove our product after severe deployment failures by providing significant improvements in 3 days over the Easter weekend. The turnaround coupled with continual improvements satisfied the customer and prevented the removal of our product

Technical / Engineering Support Management (Managing second level technical support)

* Managed an international second-level technical support team that delivered highly effective solutions in a timely manner. Management style ranked in the top 5% of HP’s management.

* Delighted customers and reduced customer attrition through consistent support delivery that exceeded 90% of customer centric metrics for timely initial customer contact, providing relief and a formal fix in a critical business environment

* Created the Best Practices document for managing SaaS operations covering support processes, SLA metrics, general performance metrics, and vendor KPI management

* Created a website with support and product support information tracking tools, utilizing an Oracle database, SQL, HTML, and Excel/Visual Basic, to drive consistent service quality and provide timely information to enable improved product development and sales

* Designed and implemented a highly proactive and reactive worldwide support model that delivered world class 99.99% computer system availability

* Wrote computer program to analyze trouble tickets and find future predictive trends so potential issues might be avoided

* Delivered support presentations both internally and to potential customers. Seventy-five percent of the presentations to potential customers resulted in new sales.

Experience

Go-Rin, LLC, Highland Village, TX 2014 – Present

Management consulting

Consultant 2014 – Present

Hewlett Packard, Plano, TX, 1997 – 2014

Provides products, technologies, software, solutions, and services in the technology sector – Wireless Telephony and Data Warehouse Divisions

Process and Operations – Global Support Manager 2009 – 2014

Technical Support Manager – Americas 2006 – 2009

Escalation Manager 2004 – 2006

Manager Account Support - Customer Service 2001 – 2004

Account Support Manager – International Business 1997 – 2001

Education

MBA Plymouth State University, Plymouth, NH Management

BA Monmouth College, Monmouth, IL. Japanese Society and Business

Waseda University (早稲田大学), Tokyo, Japan.

Background

Eagle Boy Scout, Bronze Palm, Dale Carnegie–Public Speaking, Search and Rescue Technician, Disaster First Responder, SAR Training Officer, Lean Six Sigma Green Belt (#axmZyxvBF7), ITIL trained, PMP – Agile – SCRUM trained, computer skills / proficient in Microsoft Office - Outlook, Word, PowerPoint, Access, SharePoint, Visio, Project, Excel expert, Python, Salesforce.com training

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An example of an Excel Interactive Dashboard I wrote with selectable monthly output based on over 300,000 rows of data extracted from an Oracle database using SQL. Producing hundreds of different reports from one screen.

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