IF Ivan Fird

415-***-**** E: add1m3@r.postjobfree.com

San Francisco, CA 941114

PROFESSIONAL

SUMMARY

Strategic and industrious Customer Success Manager with over 3 years of food-tech industry experience. Offering comprehensive background in building relationships, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust. Disciplined and resourceful professional with expertise in MS Office Suite, SalesForce, G-Suite, and various data analytics platforms.

SKILLS Revenue growth

Strategic communications

Customer relations

Sales proficiency

Microsoft Excel

Salesforce proficiency

Account management

Google Suite

SOP proficiency

Research and due diligence

WORK HISTORY CUSTOMER SUCCESS MANAGER 07/2019 to CURRENT EAT Club Redwood City, CA

Managed a portfolio of enterprise and mid-market customers totaling in $4.7M in ARR, ensuring that customers achieve a target spend and get maximum value out of the products.

Completed documentation and logs each day and generated weekly reports detailing revenue changes and customer health scores to submit to CRO & VP of Customer Success.

Identified and oversaw renewals for the portfolio of accounts and delivered results against monthly, quarterly and yearly forecast objectives. Conducted quarterly business reviews with all stakeholders, delivering data and insight into overall status of the program.

Delivered and tracked program training for all associates and supervisors in order to safeguard continuing business relationships.

Partnered with Sales Representatives to discover, collaborate and close new and add-on business within the existing book of business. Leveraging existing relationships as referrals to help facilitate closing the sales cycle. Reviewed health dashboard and open case logs regularly; react nimbly and escalates issues as required.

Developed standard operating procedures and documented workflows for current and future customer onboarding process' and enterprise sales cycles. ENTERPRISE CUSTOMER SUCCESS MANAGER 01/2018 to 05/2019 ZeroCater San Francisco, CA

Managed a portfolio of enterprise customers totaling in $3.4M in annual revenue. Conduct proactive check-ins, including quarterly business reviews, to help the client maintain healthy usage of the services to ensure that they get the highest value of the product.

Capitalized on multiple upsell opportunities with new and existing customers, resulting in a 132% increase in revenues YoY.

Managed technical implementation, onboarding process, customer support, and program management.

Attended trade shows and seminars to promote products and learn about industry developments.

Assessed sales reports via Chart.io & Salesforce to identify and enhance revenue performance, manage inventory P&L, and capitalize on emerging trends. ACCOUNT MANAGER 04/2017 to 12/2018

Cater2.me San Francisco, CA

Operating as the lead point of contact for any and all maters specific to existing customers.

Overseeing customer account management, including negotiating long-term contracts with C-level execs, identifying upsell opportunities, and conducting training to improve retention and customer health.

Managing a business portfolio of 2M in annual revenue. Design classification system for menu inventory to expedite planning process, improving efficiency across the customer success org. Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.

Identified and qualified customer needs, developed sales strategies and partnered closely with the sales org to win new business.

ACCOUNT EXECUTIVE 10/2016 to 04/2017

Yelp San Francisco, CA

Mastered and constantly improved in selling process techniques, including prospecting, approach, proposal, exceptions, closing, follow-up and upsell. Qualified potential customer markets thoroughly before beginning personal contacts. Daily objectives include sourcing and qualifying 25 leads, with 40 touch-points, and conducting 15 demos per week.

Managed a client pipeline as a part of a beta team for the company's new SalesForce strategy.

Piloting and demoing beta features to potential clients and conducting surveys to communicate feedback to the product team.

Oversaw full cycle of contract negotiations and closing the sale before partnering with Account Managers to start implementation.

EDUCATION Bachelor of Science Digital Film

Ex'pression College For Digital Arts, Emeryville, CA

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