Customer Success Manager
Resume:
Jeremy Kaufman
email **************@*****.*** cell 973-***-**** address 226 Clifton Pl, Brooklyn, NY 11216
Strengths: Flexible and adaptable, whether working in start-up or in more structured environment. Quick learner. Outgoing personality with ability to engage with others, develop relationships, and quickly respond to needs and concerns. Well-organized and strong researcher. Well-versed in various aspects of SEO and Digital Marketing. Comfortable taking on multiple roles, whether related to account management, sales, marketing, and/or finance.
Education
University of Delaware, Newark, DE Degree Conferred: May 2014
Bachelor of Arts, Economics, Alfred Lerner School of Economics & Business
Study Abroad, London, England September 2011 – December 2011
Student – Fall Semester in Europe, Emphasis on International Marketing & Finance
Professional & Volunteer Experiences
NewsCred (NY-Based Content Marketing and Integrated Marketing platform) September 2019-Present
Senior Customer Success Manager, Platform
Manage client quarterly business reviews and ongoing adoption monitoring to ensure customers are optimizing their platform usage, understanding key business opportunities and finding efficiencies
Own deployment oversight and project manage the onboarding, managing against the scope of work required and tracking key client deliverables and requirements for successful program implementation
Own the project management and successful onboarding of large enterprise marketing teams via a phased approach
Proactively assess, clarify and validate customer needs and product adoption statistics on an ongoing basis
Tinyclues (Paris, FR -based marketing software provider)
Client Success Manager January 2018 – September 2019
Help Enterprise/Strategic clients build unique usage patterns adapted to their business goals.
Act as the liaison between Product Management and the Client, both by channeling and structuring their needs, but also by ensuring successful deployment and education of new products and features.
Monitor and manage a portfolio of Enterprise clients to optimize overall satisfaction
Responsible for identifying and securing renewals and upsell opportunities.
Trustpilot (Copenhagen, DK -based online reviews provider)
Customer Success & Integration Manager October 2016 – January 2018
Manage relationships and contract renewals for a $2 million book of business consisting of roughly 150 customers
Successfully onboard new customers to ensure that they are fully optimizing and seeing success with Trustpilot throughout their first year so as to retain or upsell upon renewal
Analyze customer data to provide feedback to product development team for product improvement
Client Integration Manager November 2015 – October 2016
Responsible for successfully onboarding new clients, including SaaS training to ensure clients maximize the value of the Trustpilot relationship
Handle 40-70 clients per month (depending on sales flow)
Proactively suggest new sales strategies, based on client and partner feedback to encourage upsells
Account Executive Sept. 2014 - October 2015
Wider Vistas (Non-Profit) May 2013 – September 2013
Founder
Developed business plan for nonprofit to provide travel opportunities to young adults with Down’s Syndrome
Cross Cultural Solutions February 2013 – April 2013
Lead Volunteer, Working with Children with Disabilities/Providing Elder Care
Led volunteer team working with children with severe disabilities living in poorest section of Lima, Peru
Baobaz/MyCoop, New York, NY May 2012 – August 2012
Sales and Research Intern
Organized and analyzed data to create membership and financial projections
Conducted extensive research looking at multiple technology-based real estate start-ups
Awards
Montclair Kimberly Academy Community Service Award May 2008
Special Skills
Social media/marketing expertise, plus in-depth understanding of online review space
Proficient in Microsoft Office, Salesforce, Zuora, Totango, and ClientSuccess(CRM)
References available upon request.
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