Manager of Customer Success Teams and Senior Customer Success Manager.

Thomas Henderson

Aldie, VA ************@*****.*** www.linkedin.com/in/thomashendersoniv 703-***-****

Manager, Customer Success Customer Success Growth Strategist

Accomplished IT and AI specialist with over 10 years of experience in product management, customer success, and data analytics, particularly in ed-tech and higher education products. Expertise in leveraging AI and machine learning technologies to drive product innovation and enhance service delivery. Proven track record in leading cross-functional teams and implementing data-centric strategies to boost customer engagement and satisfaction. Proficient in Agile and Scrum methodologies, with knowledge in AI, ML, NLP, and data analysis tools.

Areas of Expertise

AI & Machine Learning (ML) Natural Language Processing (NLP) Project Management Data Analysis Tableau Customer Success Leadership Revenue Growth & Account Development Team Leadership & Growth C-Level Engagement & Relationship Building Product Knowledge & Advocacy Performance Metrics & KPI Management Cross-Functional Collaboration & Influence Ed-Tech Platforms Agile & Scrum AWS Excel Big Query

Career Highlights

•Change Management: Conceptualized and implemented a strategic plan for customer success teams, enhancing their alignment with industry best practices.

•Strategic Strategy: Using an aggregated view of customer data, developed and implemented strategies and roadmaps using data that led to a 17% increase in customer revenue and a 23% improvement in customer retention rates through strategic management and cross-functional collaboration.

•Technical Leadership: Led eCRM Product teams in creating and maintaining reporting frameworks, resulting in a 15% increase in customer satisfaction scores across multiple teams.

•Customer Success Excellence: Achieved a personal CSAT score of 9.5, demonstrating a relentless focus on providing outstanding customer experiences and advocating for the customer needs within the organization.

Professional Experience

Ellucian, Reston, VA 2019 - Present

Manager of Customer Success

Focused on aligning team goals with core purpose, using KPIs as proof of progress. Spearheaded updates to customer onboarding and training initiatives, enhancing customer experience throughout their lifecycle. Influenced the product roadmap and led efforts to provide empirical answers to crucial questions about customers, operations, and products.

•Leadership & Team Management: Led a team of Customer Success Managers (CSMs) and Customer Support Specialists, ensuring high performance and career growth. Fostered a customer-centric culture, driving engagement, satisfaction, and retention.

•AI Integration: Introduced AI-driven customer support tools, improving response times and customer satisfaction.

•Customer Portfolio Management: Implemented targeted coaching and mentorship, driving a 25% improvement in overall team performance. Established precise performance KPI metrics, resulting in a 15% increase in customer satisfaction scores across multiple teams.

•Customer Training and Support: Initiated and led innovative customer success programs, fostering a customer-first mentality and driving significant customer engagement and loyalty improvements.

•Customer First Leadership: Initiated and led innovative programs, fostering a customer-first mentality and driving significant customer engagement and loyalty improvements. Collaborated with Product Managers to maintain a high-velocity, quality reporting delivery pipeline.

•Cross-Functional Collaboration: Developed strong external relationships, especially with C-Level points of contact, to deepen customer engagement and drive positive initiatives.

Thomas Henderson ************@*****.*** Page 2

Senior Customer Success Manager 2015 - Present

Enhanced processes, reporting, and customer training through the customers' lens. Led strategies that improved satisfaction and retention, contributing to cost-effectiveness. Conducted customer experience workshops resonating with core values, achieving a 15% year-on-year increase in customer satisfaction.

•AI Applications: Utilized machine learning models to analyze customer feedback and predict trends, enhancing product development and customer satisfaction.

•Content Creation and Training: Created and implemented customer success initiatives for multiple teams, resulting in a 13% improvement in client retention rate. Personally conducted regular check-ins, gathered feedback, and leveraged insights to enhance the customer experience and product adoption, and always ensured high satisfaction levels with our higher education customers.

•Data Analysis and Customer Insights: Collaborated cross-functionally with Development, SaaS Engineering, and Support teams to improve onboarding experience, revamped education and training, regular communication with customers, improved customer feedback loop, personalized customer support, and implementation of new features and processes addressing our customers' unique challenges. This contributed to a 71% increase in product adoption across the CSM Team and a 12% reduction in total time to resolution for support cases. Helping the company maintain its status as the leader in the market.

•Customer Engagement: Maintained a stellar CSAT score of 9.5, reflecting a commitment to delivering outstanding customer experiences and surpassing industry standards for satisfaction levels.

Senior Software Analyst 2014-2015

Supported the Recruit software, managing a ticket system to resolve functional and technical issues. Authored extensive documentation, enhancing user understanding and product utilization. Transitioned to Senior Customer Success Manager, focusing on customer success through strategic support and tailored solutions.

Consistently achieved a customer satisfaction score of 95%+ by providing timely and effective issue resolution and proactive support for the Recruit software.

Reduced ticket resolution time by 30% within the first year by streamlining support processes and enhancing the internal knowledge base for the Recruit software.

Authored over 200 detailed how-to articles and FAQs, which decreased customer inquiries by 25% due to improved self-service resources.

Education

Associate Degree in Network and System Administration

University of Phoenix

Certification

•TSIA - Certified Support Professional

•Old Dominion University - Entrepreneur/Business Leadership Certification

•Massachusetts Institute of Technology (MIT) - No Code AI and Machine Learning

•Google Data Analytics: Professional Certification

•Google Project Management: Professional Certificate

•IBM AI Developer – Professional Certification

•IBM AI Product Manager – Professional Certification

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