Account Management Client Success
Resume:
AZA HUMAYUN
GREENVILLE, SC ***** 718-***-**** **********@*****.*** LINKEDIN
Professional Experience
Customer Success Manager (CSM) Eltropy Remote April 2022 – Present
●Manage client relationships for C-Suite and enterprise-level customers who revenue of $5B+ on average
●Achieve quarterly bonus goals by 10% to 20% consistently for consecutive quarters
●Maintained and grew a book of business with baseline ARR totaling ~$5 million+ by cross-selling/upselling and building 1:1 the client relationship
●Onboard and manage end-to-end experiences for an average of 5 to 10 customers per month; Spearhead client renewals
●Drive usage, adoption, and value realization to meet or exceed adoption and net retention targets by executing success plans, playbooks, and customer journeys
●Utilize case tracking to upsell and cross-sell to help drive business and ROI
●Conduct on-site visits with customers; including traveling to trade shows and conferences
●Lead account management and cultivate strong client relations to provide optimal support to C-suite and executive level clients; Conduct quarterly business reviews for C-suite executives for Credit Unions clients
SR Client Success Specialist Indeed New York, NY September 2019 – March 2022
●Directed post-sales activity for 20+ enterprise accounts with an annual revenue of over $5.4M+; Managed $3M+ of PPC revenue annually by leveraging analytics; Achieved average client churn rate below 5%; Pioneered and facilitated presentations and product demonstrations
●Deployed data-driven engagement and client success plans to optimize client partnerships; Improved operational efficiency by data-informed insights for strategic revenue-driving initiatives
●Collaborated with cross-functional teams to troubleshoot, improve processes, and increase client satisfaction to meet service level agreements (SLA)
●Served as a technical subject matter expert (SME) for aggregation, SEO, Applicant Tracking Systems (ATS), FTP sites, XML feed configuration, and job indexing; Mentored and coached new hires through best practices for account management
Client Success Specialist Indeed New York, NY January 2017 – August 2019
●Optimized pay-per-click (PPC) campaigns to ensure delivery of quality results and the best ROI for clients
●Responsible for account management with a designated book of assigned accounts
●Provided the Agency Relations and Sales teams with technical and product support
●Assisted clients to measure their results and ROI through data and analytics (clicks, impressions, click-through rates)
Manager, Visual Merchandising GUESS?, INC New York, NY July 2016 – December 2016
●Directed, planned, and executed window displays and collaborations, internal setups, and launches
●Consistently met target goals at least 12%+ more than last year’s target
●Implemented all visual merchandising standards, directives, promotions, and overall cleanliness and organization of the sales floor and stockroom
Account Manager Uber New York, NY March 2015 – July 2016
●Collected and prepared materials for presentations for meetings and discussions
●Delivered support to company drivers by reiterating policy, ensuring key issues are addressed in a timely fashion, and maintaining open lines of communication to deliver optimal support
●Developed relationships with drivers, inspiring trust and understanding that they have support
Assistant Manager Verizon Wireless Charleston, SC June 2011 – May 2014
●Developed relationships through community outreach to drive traffic and sales in store.
●Ranked in the top 10% of all consultants in the district month after month.
●Coached and counseled 14 peers on opportunities with key sales and reputation metrics.
EDUCATION
University of South Carolina Bachelor of Science: Fashion Merchandising Columbia, South Carolina
CERTIFICATIONS
LinkedIn Sales: Customer Success
TECHNICAL SKILLS
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), Google Suite, Tableau, Gainsight, Zendesk, Salesforce, Jira, Confluence, QuickSights
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