Customer Success Manager
Resume:
Edward Tayoun
Delray Beach, FL 33445
*************@*******.***
OBJECTIVE
Dedicated senior customer success manager with over 15 years of experience in fostering client relationships and driving product adoption. Proven track record of driving customer satisfaction and retention. Successfully managed a portfolio of 50+ key accounts, achieving a 98% retention rate. Recognized for a proactive approach in identifying client needs and crafting solutions that enhance user experience and drive growth.
PROFESSIONAL EXPERIENCE
ArisGlobal– 2020- Present
Senior Manager – Customer Success.
Responsible for managing Large Enterprise and Mid-Market accounts,
core focus - life sciences industry.
Manager of 25 strategic, enterprise-level clients with 98% retention rate and positive CS CSAT scores
Accounts I manage include, Pfizer, Health Canada, AstraZeneca, Novavax, CCHMC, Fresenius,
including a portfolio of International Mid-Market accounts and CRO’s.
Responsible for understanding the client goals, operational environment to ensure
our internal teams deliver the services, and solutions that achieve those goals. This includes but is not limited to the responsibility for providing invaluable support to existing clients as part of AG’s, Marketing, Support and Implementation efforts as well as serving as the primary liaison between AG’s existing clients and the internal teams (i.e. Operations, Training, Quality Assurance, Technical Support, Information Technology, Product team, etc.). In support of these goals, I play a key role in strategic solutions to ensure clients’ organization, expectations and AG’s Solutions, systems, processes, and structure.
Proactively manages customer satisfaction through annual customer satisfaction surveys (CSAT/NPS), upsell opportunities, customer workshops and quarterly business reviews.
Work cross-functionally with sales, product, professional services, and engineering as needed to
support the customer and help in building and improving our platform.
Proactively lead strategic account planning process that includes growth strategies,
stakeholder mapping, relationship development plans, performance objectives and revenue forecasting.
Oversee complex projects across the complete life cycle, from Implementation through go-live and Production Support hand-off
Retained 98% of book of business and exceeded customer expectations by providing
excellent service and cultivated relationships.
Managed to shift 5 complex accounts from Red (critical status) to Green
By tactfully creating technology workshops to understand customer status,
product adoption, processes, Issues and needs. Ensured a more focused support structure
with daily reviews of overall issues and path to success, provided training and ensured product
is being used as per industry standard. Created joint action plans with defined
commitments from customer and AG leader side to avoid churn and path to customer success
• Exceeded annual goals with client renewal rate.
Nakisa – 2018- 2020
Strategic Account Manager – SAAS, HCM & Services Sales
Responsible for managing 30+ accounts across all Industries and providing invaluable service
to our clients. Some of the accounts include Pfizer, Anheuser-Busch, Bausch, Kraft, JnJ, Nuskin,
Bridgestone, Coty, Kraton, Sanofi
Responsible for selling Nakisa’s Cloud solution, HCM and services Sale, achieved over 100% in all
lines of business.
Exceeded annual goals with client renewal rate.
Act as single point of contact for all customer needs.
Establish productive, professional client relationships with key stakeholders and serve as trusted advisor for NLA/HCM engagement strategies and solutions.
Proactively lead a strategic account planning process that includes growth strategies, stakeholder mapping, relationship development plans, performance objectives and revenue forecasting.
Inform, organize and lead a cross-functional account team to execute strategic account plans that support, retain and grow base of client accounts.
Key member of executive-level escalation team that managed strategies and tactics for
de -escalating customer concerns, with additional responsibilities for handling at risk accounts
Managed and led a diverse team of technical resources across multiple locations involved in
the project implementation
Conducted online training sessions and onsite workshops to new and existing clients and led
The onboarding process to ensure alignment and success rate of the project.
Lead solution development efforts that best address client’s needs, while coordinating the
involvement of all appropriate team resources
Setup Weekly/Bi-weekly Cadence calls with each client, to review any blockers, project
status and executive dashboards.
Help drive adoption and maintain top accounts with key stakeholders
Strategized on new business and expanded footprint into existing accounts
Manage contract negotiation processes with Business Development and Legal teams
Devised and conducted continuous best practice webinar sessions to the install base
Exceeded customer expectations by providing excellent service and cultivated relationships
within all levels of organizations to drive growth and increase market share while consistently exceeding goals.
Oracle Corporation 2017- 2018
Cloud Platform Representative – Technology, Middleware, Cloud – IAAS, PAAS
Responsible for the Technology, Middleware and cloud sales in the greater Philadelphia area
Based out of West Conshohocken with two subordinates (Inside Sales and business Development
with a roll up on forecast)
Responsible for the account plan to drive goal attainment in assigned territory. Work with the Security and Cloud overlays and the other members of the Oracle sales team to support account
sales and business development strategies.
Primary focus on strategic deals consisting of Oracle Database, Middleware, Mobility, IAAS,
PAAS, Exadata
Collaborate with Tier 1 partners in the industry
Close Collaboration with Pre-Sales on proof of concepts, workshops.
Lead on RFP/RFI/Tender Responses for Technology and Middleware
Oracle Corporation 2013-2017
Senior SMB Territory Sales Manager - Infrastructure and Cloud Solution Sales
Works as part of an indoor/field sales team to identify, qualify and deliver all of Oracles
engineered systems, hardware products and cloud solutions
Responsible for the account plan to drive goal attainment in assigned territory. Coordinates with the other members of the Oracle sales team to support account sales and business development strategies.
Develops strong C-level relationships within key accounts for the Canadian Region.
Identify and engage the appropriate partner/ISVs to meet customer specifications where
necessary. Become trusted adviser to key customer influencers and decision makers within.
Work towards meeting company's strategic business objectives (SBO's) increasing community
groups and mind-share.
Overachieved Sales Quota FY14 - 105%
Received award for top achiever in driving net new business for Oracle in FY14
Received award of excellence Q1 FY15
Received award for top net new business achiever in FY15
Received award for top achiever in FY16- 160% of quota
Received award for top achiever in FY17- 202% of quote (made presidents club)
One of the Top ODA Sales Rep - Oracle Worldwide
Sun/Oracle – 2006-2012
Account Manager - Education, Research and Healthcare LOB, Handling the MENA Region (Middle East and Africa)
Managed to grow the Education and Healthcare business in the MENA region by 20% in 2006-2008, a 53% growth in 2009 despite the economic turmoil region wide, Grew the region 29% in 2010 and overachieved sales quote in 2011.
Responsible for driving Sun’s Infrastructure sales and strategic Initiatives for the Education, Research and Healthcare Line of Business within the MENA Region.
Responsible for positioning Sun’s strategic education initiatives to all partners and customers that drive the widespread use of Sun technology in order to expand and maximize on market share in the E&R segment.
Collaborated closely with other colleagues-managers/teams within MENA to leverage to/from the Edu LOB to other parts of SMI.
Aligned with other Regions and GEMs within the Edu LOB to ensure cross pollination of successes and best practices.
Worked closely with Solution Partners and ISV’s and with MENA E&R Sales Manager in business planning, forecasting and reporting.
EDUCATION
2002, Worcester State University, Worcester, MA
Bachelor Degree in Business Management, Minor in Health and Nutrition
Skills & Certifications
Highly skilled in Account Management, Customer Satisfaction, Managing complex large accounts
Proficient in leading CRM platforms like Salesforce, Siebel CRM, Microsoft Dynamics 365
Skilled In building long trusted relationships with customer, strong focus on customer behavior insights.
Product knowledge and ability to train clients effectively.
Exceptional communication skills, both written and verbal.
Proven track record in resolving customer issues promptly.
Skilled in upselling and cross-selling techniques.
Channel Management, Technology, Infrastructure and cloud sales.
Languages: Fluent in English, French, Arabic (Written and Spoken)
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