Customer Success Manager

CORY ABRAMS

516-***-**** email: ************@*****.***

PROFESSIONAL EXPERIENCE

KWI (KLIGER-WEISS INFOSYSTEMS), Melville, NY

Customer Success Manager December 2017 - present

Responsible for an account list of approximately 25 SaaS clients, consisting of anywhere between 1 to 200

retail store locations. Develop strategic account plans for each.

Conduct regular bi-weekly meetings with client list to focus on business challenges or requirements. Offer recommendations to help address those needs.

Collaborate with internal departments to ensure the timely completion of client deliverables.

Prepare and present PowerPoint presentations for on-site client meetings, inclusive of leading the planning

and execution of quarterly business reviews.

Work with cross functional client stakeholders including IT, Retail Ops, Digital, Finance and others to develop broad reaching relationships.

Ensure clients are maximizing KWI’s SaaS technology solutions and offerings. Perform gap analysis to drive usage or recommend solutions.

Identify opportunities for growth and expansion within customer base by understanding their business goals

and anticipating their future needs.

Maintain a detailed understanding of KWI’s products and services; subject matter expert in clients’ business

and how KWI solutions can support them.

Maintain a pulse on internal client projects and issues; work with internal Support teams to review customer complaints and concerns in order to improve all aspects of the customer experience.

Work with newly signed clients, beginning with the implementation stage, lifecycle management and

continue managing all aspects of their daily business requirements.

Senior Retail Business Analyst May 2004 - November 2017

Manage new client implementation.

Collaborate with clients and technical teams to identify and document detailed requirements and data sources, while ensuring work flow.

Develop functional specifications in regards to requested system enhancements.

Manage the request, design, testing and delivery of all new system functionality and enhancements,

while maximizing system usage to achieve the client’s business objectives.

Primary point of contact for clients in regards to the KWI Merchandising Systems.

Responsible for the training and development of end users on the KWI Back Office Merchandising

System, including system updates. This training consists of item master, hierarchy creation,

POs, reporting analytics, KPIs, CRM, markdowns, promotions, inventory control,

loss prevention, and POS.

Create, manage and update client project plans, communication plans and resource requirements,

including documenting project status.

Communicate with the VP of Client Services to provide project risk analysis, status and needs that may impact strategic decisions of clients and internal resources.

Manage the completion of deliverables.

HOMEGOODS, Rockville Centre, NY

Merchandise Manager of Hard Goods February 2003 – May 2004

Managed all hard goods departments within a $12 million, 26,000 square foot store.

Responsible for daily customer sales, merchandising, display presentation, price changes and ensuring

standard operating procedures are maintained and upheld.

Directly responsible for the increase of sales in three out of seven hard goods departments by over

twenty percent and the remaining four departments by over seven percent.

Managed daily operations that include customer service, front-end operations, receiving, cash office

controls, opening/closing and employee relations.

EDUCATION

University of Buffalo, Buffalo, NY

Major: Business

SUNY Brockport, Brockport, NY

Major: Business

Contact this candidate