Customer Service Manager

Steven Gorynski

781-***-**** ******.********@*****.***

Summary

Visionary customer relationship and success manager with a proven track record of accelerating revenue growth through customer satisfaction, health, and retention. Ability to drive implementation and execution, cost savings, and success strategies. Results-oriented business leader with demonstrated success in identifying and improving obstacles, while developing and sustaining best practices. Highly developed skills with proven strengths in project management, cost analysis, problem solving, change management, communication, customer relationships and performance. Desires a fast-paced work environment focused on cross-functionality.

Professional Experience

LogMeIn, Boston, MA 09/2018-Present

Sr. Customer Relationship Manager

●Overall responsibility for post-sale customer relationship with Enterprise level clients

●Develop and execute success plan that outlines how LogMeIn will be addressing their critical needs both immediately and in the future – including metrics for success

●Published two customer success case studies, webinars, and podcasts with enterprise customers

●Establishes productive, professional relationships with key personnel in assigned customer accounts

●Actively update customers regarding how LogMeIn’s product roadmap will continue to support their business goals and provide feedback to Product management

●Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them

●Conducted online training sessions to new clients and led on boarding process to ensure success rate

●Establish trusted advisor relationships with key customer stakeholders to drive further value and product adoption

●Introduce and implement opportunities to increase client satisfaction, as well as point of contact for any issues of escalation

●Leads solution development efforts that best address customer needs, while working cohesively with professional services and other company personnel to ensure smooth onboarding and deployment

FinancialForce, San Francisco, CA (remote) 11/2016-08/2018

Senior Client Support Analyst – SCM

●Manage customer expectations and experience in a way that results in high customer satisfaction

●Managed Customer Relationships with a focus on health, renewal, and growth

●Work with customers, consultants, and partners to understand the needs and expectations and to direct them to the proper solution in a timely manner

●Highest Customer Satisfaction rating in Support group (4.94/5.0) for 3 consecutive quarters

●Top 10% in Average Time to Solution

●Reproduce errors, problems or bugs as a part of a case investigation. Ultimately determine whether the case is an application problem, an operational error or an enhancement

●Serve as point of contact for customer investigations and troubleshoot or solve basic as well as complex customer incidents

New Balance, Lawrence, MA 10/2012-11/2016

Supply Chain Analyst

●Manage execution of our customers supply processes to optimize inventory goals, service targets, and also drive improvements with the implementation of planning tool enhancements

●Implemented MRP/ERP systems, trained colleagues, point-of-contact and SME on supply chain software and systems

●Created a cross-functional reporting system which has led to shortened lead times for QTM footwear and increased visibility among development, engineering, planning, and IT

Raytheon IDS, Andover, MA 3/2006 – 10/2011

Education

M.B.A., Northeastern University, Boston, MA (2012)

Concentration: Supply Chain Management

B.A., Business Management, Arizona State University, Tempe, AZ (2005)

Concentration: Supply Chain Management and communications

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