Customer Success Manager

TOM HAYES

*** * ****** *** **** ID ***** 714-***-**** ********@*****.***

ENTERPRISE CUSTOMER SUCCESS MANAGER

Strategic partner dedicated to driving client ROI and value by aligning solutions with customer goals. Leverage data insights and collaborative relationships with leaders in Risk Management, Sales/Mktg, and Supply Chain to enhance decision-making. Proficient in risk mitigation, identifying savings opportunities, and integrating complex data to enhance business performance.

Core competencies include:

● Decision Analytics

● Business Intelligence

● Product/ Data Integration

● CRM Systems

PROFESSIONAL EXPERIENCE

Enterprise Customer Success Manager & Team Lead

February 2021 – August 2024

HG Insights, Santa Barbara, CA

Enabled B2B technology-focused companies to perfect their Go-To-Market through self-served, fact- based, and unique technology insights essential for accelerating revenue growth.

● Promoted to Team Lead on 12/24. Responsible for leading and mentoring 4 individuals on best practices of HG Insights data and portfolio management.

● Managed a portfolio of 15 Enterprise accounts, generating over $5.4M in Annual Recurring Revenue

(ARR) and finishing 2022 with a 92% Gross Retention.

● Collaborated with clients to perform thorough Total Addressable Market (TAM) analysis and optimize sales territories, resulting in a significant increase in revenue and improved sales team performance.

● Worked cross-functionally with sales, data solutions, marketing, and product teams to implement HG product features and improve client satisfaction, resulting in increased customer loyalty and revenue growth.

● Conducted thorough discovery and needs analysis to provide tailored solutions and maximize customer value, resulting in improved customer satisfaction and retention rates. Solutions Consultant, July 2018 – October 2020

Experian Business Information Services, Costa Mesa, CA Provide pre-sale support for enterprise-level client engagements to both prospective and existing clients.

● Hired as first Solution Consultant for the Global Data Network team responsible for presales consulting for enterprise clients.

● Identified and closed $600k of new project revenue within six months in the role.

● Led initial Third-party data integration project resulting in $750k five-year renewal

● Collaborated with Product Management on a new judgmental scorecard with my recommendations built into the risk solution products.

● Supported solution sets that address data, analytics and integrated product delivery needs across credit, compliance risk, and supply chain disciplines within the enterprise. Customer Success Manager/ Senior Application Consultant, 2008 – May 2018 Dun & Bradstreet, Orange, CA

Retain and grow D&B solutions for National and Strategic Customers by providing quality support in the Risk, Sales and Marketing and Supply Management segments

● Responsible for 7m annual sales quota. Exceeded annual retention goals four consecutive years (2014,

‘15,’16 and ‘17) by identifying and closing upsell revenue opportunities.

● Supported a broad multi-national customer base, Twitter, Autodesk, LinkedIn and Keysight Technologies. Achieved departmental and organizational goals/objectives by directing a consultative approach and installing best practices on how to best utilize their D&B solutions

● Point person for Risk Management, Sales & Marketing, Master Data and Supply Management Implementations.

● Consulted and provided best practice recommendations on risk management, marketing, and supply management processes and procedures.

Senior Risk Implementation Consultant, 2004 – 2007 Dun & Bradstreet, Orange, CA

Lead on-boarding team, business partners and customers through the successful implementation of D&B Risk Management Solutions

● Direct revenue growth increase of 26% on a $1.7m quota in 2005 leading discussions on business requirements and solution design to help credit executives improve departmental performance metrics.

● Protected and grew project revenue by interfacing with customers on a regular cadence at a Senior and Middle Management, End User and IT levels within an organization.

● Achieved 90% Implementation Satisfaction Sore in 2005 & 2006 with on-time software implementation, quarterly business reviews and solution training.

● Successfully implemented first Global Enterprise Risk Assessment Manager solution worth $300k Risk Management Specialist, 1999 - 2004

Dun & Bradstreet, Orange, CA

Manage, grow and consult on credit risk and sales for Western Region. SME on full portfolio of D&B Risk Management Solutions.

● Exceeded sales growth objectives in 2000 and 2002-04 by achieving new business target, upselling new solutions for existing customers and maintaining a 90%+ retention rate.

● Top 5 sales performer out of 25 for RMS group in 2004.

● Recognized as a top presenter and asked to lead product training and certifications for West sales region. Senior Account Consultant/Customer Representative, 1989 – 1993 & 1995 – 1999 Dun & Bradstreet, Orange, CA

Responsible for sales and service of Dun & Bradstreet Information Services Top National Accounts

● Achieved sales growth of 116% versus objective and Value-Added Products revenue growth of 141% versus objective in 1999.

● Achieved 108% of sales quota in 1991 and 115% of sales quota in 1990.

● Developed relationships with major customers using database marketing, risk analysis and predictive scoring models, procurement applications and business credit information. EDUCATION & CREDENTIALS

California State University Fullerton, Fullerton, CA Bachelor of Arts, Communications

Concentration: Public Relations

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