Manager Customer

Doug Elder

Proven Producer with Million Dollar Accounts

Phone: 541-***-****

Address: ***** *** ****** **

Lakeview OR

97630

Email: ****.******.*****@*****.***

I am a hard-working, ambitious, people person

looking to bring my skills to an organization as a Customer Success Manager. I'm a pleasure to

work with and am excited about the opportunity to

bring my vast technical and non-technical skillset to the right company. I have managed multi-

million dollars accounts and routinely lead Aurea

Software in Customer Satisfaction (NPS), Customer

Retention, Case Closures, Customer Escalation

Resolutions and all other Customer Success KPIs.

EXPERIENCE

Aurea Software

Customer Success Manager

I personally manage over $18,600,000 in ARR Accounts. Including accounts with Verizon, Scotiabank, Royal Bank of Canada, Deutsche Bank, Children's Healthcare of Atlanta, Prudential, Intuit, and Motorola. In this role, I am my customer’s champion from start to finish. I owned the most critical aspect of the business: customer satisfaction. My relationships with customers began at the close of a sale. I then worked with our internal teams to ensure that their processes are meeting the needs of the customer. I also grow existing accounts and utilize my skills in both cross- selling and upselling. I thrive by being a master in customer-facing communication, relationship management, and working quickly with internal teams to deliver results. I was predictably and consistently in the lead in all metrics including, Customer Satisfaction (NPS), Account Growth

(Revenue), referrals to sales, and completely positive testimonials. I am by any measure Aurea's best Customer Success Manager. When I arrived each and every account was in danger of being lost. Through hard work and skill, I was able to turn the irate customers into completely satisfied customers. I am the one trusted with the most difficult and highest ARR customers.

Jive Software

Senior Technical Support Engineer

Analytically solved customer issues that other Customer Support Engineers could not solve.

Defusing of any escalated customer situations.

Effective communication of technical solutions to non-technical customers. Software architect-level technical acumen in modern software languages. I worked hard and in my time in this role I had a higher case closure numbers than any other agent as well as the top Net Promoter Score within the organization.

Macmillan/Holtzbrink Publishing

Senior Web Developer

This position required extensive XML, Perl, JavaScript, Bash, JQuery, PHP, and CSS programming.

Digital First Custom E-book Development – Engineered custom e-book solutions for the Digital First Platform.

Proprietary Course Management System Development ~ implemented customized web-based Content management system with integrated book functionality within a custom designed LaunchPad platform. This Position was strictly a Telecommuting Environment, Requiring Self- Starting, Meticulous Communication, Strict Deadlines, Constant Self- Derived Motivation, and the Ability to Work Well With Non-Technical Team Members.

DevonWay Inc.

Executive Business Analyst

Primary Responsibilities, Reporting Software Design and Implementation. Also Worked Under Executive Team to Use Programming Skills to Solve Custom Implementation Issues.

Worked as “Release Czar” Writing and Owning Install Documentation, Oversaw Company-Wide Software Module Install, Optimized Install Process, Solely and Meticulously maintained module integrity of software release (Maintained Current Versions of 45+ Modules Without a Single Version Distribution Error).

Worked with Customers to Design Software Applications to Suit Their Unique Needs.

Under my guidance, a software install process had efficiency gains that saved over 500 man hours per install. This allowed for an economy of scale and saved the customer and the company over $2,500,000. PCD Design Group

Senior Software Engineer

Designing websites and web applications (CRM, CMS, etc) for Citibank. Worked on Multi-Million Dollar Projects that came in ahead of schedule and under budget.

EDUCATION

Oregon State University

Computer Engineering and Speech Communication

Relevant Coursework:

Technical Writing

Small Group Problem Solving

Conflict Management

Operating Systems I & II

Advanced Computer Networks

VLSI System Design

C/Java Programming

Advanced Computer Architecture

Assembly Language Programming

Marketing/Economics

Interpersonal Communication Theory

Argument and Critical Discourse,

Data Structures

Semiconductor Device Fundamentals

Linux Kernel Programming

Digital Logic Design

SKILLS

Small Team Management

Project Management

Product Roadmapping

Customer Relations

UX Design

Policy and Procedure Creation and Implementation

Technical Writing

Account Budgeting

Accounting

Perl

Bash/Shell Scripting,

Linux Kernel Programming

Advanced HTML and CSS

MySQL, Oracle, and SQL database

Python

Subversion and other code repository programs with branching

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