Customer Success Business Analyst

Chris Harmon

Customer Success

Murfreesboro, TN *7128 • 615-***-****

*******@*****.***

linkedin.com/in/chris-harmon-ctp-19b955236/

Customer-centric and results-driven professional with track record of driving client satisfaction and retention. Highly skilled in building strong relationships with customers and advocating for their needs within organization. Proficient in utilizing CRM software and data analysis to identify growth opportunities and enhance customer experiences. Adept at delivering engaging training sessions and providing technical support to ensure successful onboarding and product adoption. Excellent communicator with exceptional problem-solving abilities to address customer inquiries and challenges promptly. Committed to achieving and surpassing customer success metrics, driving revenue growth, and fostering long-term partnerships.

Areas of Expertise

Customer Relationship Management

Data Analysis & Reporting

Project Management

Customer Onboarding

Training & Presentation

Customer Advocacy

Team Leadership & Coaching

Stakeholder Engagement

Issue/Conflict Resolution

Professional Experience

Netradyne, Inc., Remote 2022 – 2023

Customer Success Manager

Facilitated smooth and efficient onboarding process for new customers, communicating total offerings and benefits. Built strong relationships with key stakeholders within customer organizations. Became voice of customer within Netradyne and shared feedback to drive service improvements and enhancements. Identified opportunities to increase adoption and improve value. Addressed customer inquiries, issues, and concerns promptly, ensuring high level of customer satisfaction. Developed and implement customized customer success plans to align with each client's unique goals and objectives.

●Oversaw dispatching of service vendor repair jobs based on region to service Amazon Stations.

●Created daily updates to repair cases and engaged with service vendors on hot shot service repairs.

●Conducted weekly/quarterly business reviews for Amazon related to repairs completed and devices used/returned.

●Managed weekly reports on devices shipped to repair facility and service vendors.

Trimble, Minnetonka, MN 2020 – 2022

Business Analyst – Kuebix

Collaborate with stakeholders, including product managers, product owners, market representatives, executives, and development teams to understand product requirements and objectives. Prioritize items in the product backlog based on strategic goals, market demand, and customer needs. Develop detailed epics and user stories that effectively capture new functionality requirements. Present user stories to product teams, assuring alignment and understanding among all stakeholders. Verify newly developed functionality align with defined acceptance criteria and customer needs. Engage with stakeholders to define MVP that provide incremental value and fulfil with strategic objectives. Thoroughly inspect and evaluate completed work from sprint cycles, accepting or rejecting based on predefined quality criteria.

●Created and managed product roadmaps and backlogs for multiple transportation products.

●Coordinate with cross-functional teams to ensure successful project execution and timely delivery of products.

●Identified opportunities to integrate different products within Transportation and Trimble Horizontal services, enhancing overall product functionality and value.

●Liaised with Scrum team, engineering manager, and executives to facilitate effective release planning.

Trimble, Minnetonka, MN 2010 – 2020

Senior Technical Trainer

Deliver comprehensive training sessions for new and existing customers onsite/remotely, to ensure they gain proficiency in using products effectively. Planned and executed successful rollouts for customers with multiple locations, having consistent and standardized training across all sites. Conducted weekly Webex sessions with customers, providing in-depth training and support on various PeopleNet applications, troubleshooting common issues, and sharing best practices. Trained customers on proper installation and configuration of hardware in vehicles. Produced training materials, including presentations, user guides, and manuals.

●Earned positive feedback from customers as well as increased customer retention and repeat business.

●Aligned training efforts with diverse customer needs for smooth implementations.

●Organized ROI-focused training sessions to showcase value and benefits of products.

●Led driver and office personnel training at multiple distribution centers in US, Walmart transportation rollout.

●Trained drivers on dispatching, safety, and personnel transportation at various dairies, Dean Foods.

●Drove driver and office personnel training in US and Canada, Praxair transportation.

Verizon Wireless, Franklin, TN 2009 – 2010

Senior Financial Support Representative

Administered escalated financial inquiries and issues, providing timely and accurate resolutions to billing disputes, account discrepancies, and payment-related matters. Assisted customers in understanding bills, payment options, and account details, offering tailored solutions to meet individual needs. Liaised with internal teams for swift resolution of customer concerns. Conducted in-depth analysis of billing discrepancies and financial issues. Managed and updated customer accounts with accurate billing information.

●Received promotion to senior financial support rep. in two months for exhibiting high-performance standards.

●Acknowledged for consistently meeting and exceeding key performance indicators.

●Recovered outstanding payments, contributing to significant increase in revenue recapture.

Additional Experience

Regional Customer Manager, Qualcomm, San Diego, CA

Education

General Business Studies

University of Missouri, St. Louis

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