Customer Success Support
Resume:
Cynthia Long
Carlsbad, CA *2011
************@*****.*** https://www.linkedin.com/in/cynthianlong/
Customer Success Director
·CERTIFIED TECHNICAL PROJECT MANAGER – PMI PMP – Managed Projects of from $250,000 to 3 Million dollars for clients GM, Time Warner, Time Warner Cable. Facilitate Changes as PM Office needs grow and change. Develop Process and procedure improvements.
·Driven Customer Success Leader – strategic leadership and coach/mentor to Customer Success Teams – driven strategic storytelling and multi-threaded success planner, budget management, compliance
·Transformation & Strategy Leader in Fintech - creates a future state vision for SaaS through testing hypotheses and synthesizes insights to deliver results.
·Experienced shaping enterprise strategies and working with senior leadership to drive alignment with strong problem-solving skills. Moving from an ambiguous problem to develop a structured and logical framework for define the problem, analyze the data, and derive insights and actionable recommendations.
·Strong ability to manage ambiguity and guide the organization through it towards clear and decisive action plans.
·Proven ability to prioritize and deliver on multiple concurrent initiatives that have significant financial impact with a P&L mindset.
·Servant Leadership – Operational Excellence by setting OKR/KPI for the team and coaching to success, experience working in an agile team environment.
·Data Driven Leader with a proven ability to make data driven decisions and a familiarity with experimentation approaches and a deep understanding of business value drivers, corresponding business impact, and relationship between use case strategies and business considerations
Experience
Customer Success Group Manager
Intuit
May 2019 – September 2024
Created BPR team in Customer Success org, supported innovation for the Customer Success team for over 5 years. Focused on delivering business objectives for front office and back-office operations· Created & established CONTINUOUS IMPROVEMENT Center of Excellence, process optimization office under SLT charter. · Develop CONTINUOUS IMPROVEMENT skills, set standards and team strategies– hired all staff, drive scope & effort to identify work needed to get to optimum operational excellence · Implemented resource and project tracking methodologies, develop process optimizations from identifying gaps, initiate project KPI’s as needed to track improvements, · Support the team, drive process improvements, stay agile and lean to ensure successful implementation. Also, created and managed backlog/effort/benefit priorities list and ensured that projects qualify for minimum guidelines. · Establish project priorities, framework, benefits, ROI, reporting and drive out waste from current projects to be optimized processes for our customer experiences. Proven experience in customer-facing roles within the SaaS industry Strong leadership skills, particularly in guiding customer success teams Experience in driving customer success strategy and renewal ARR. Driver of strategy, technology, consumer insights and analytics and am an innovative, data-driven leader.
Technical Program & Process Optimization Manager
Cisco Systems
Aug 2014 – Dec 2018 (4 yrs 5 months)
Drove innovation into the TAC organization by driving projects which reduced effort, improved our customer experience and reduced budget by over $1,000,000 annually. · Created AI improvement to Case open tool for our TAC org – cost avoidance of $2.5M annually for over 1.8M cases annually as Technical Program Manager · Created, Implemented and Support Forecast Management Office and IEX tool support. · Drove Customer Service optimization programs for Global TAC Sourced Support organization. · Negotiate Contracts with Service Providers, resulting in reduction of annual fees over $1M annually. · Develop training for Global TAC Sourced Support to ensure Worldwide delivery optimization in Global TAC Sourced Support RT Services. · Monitor and Develop Six Sigma program for Org, including training, ROI and Plan of Record projects which can leverage six sigma. Presented Monthly to VP Executives on program performance and ongoing Continuous Improvement Projects · Experience with dashboard design and data visualization tools (Tableau), Critical thinking and ability to drive conclusions based on data findings, Strong written and verbal communication, Team player with positive can-do attitude; energetic and proactive.
Senior Technical Project Manager
MetLife
Apr 2014 – Aug 2014 (5 months)
Morrisville, (RTP) NC · Sr Project Manager of Infrastructure responsible for managing the implementation of small to large scale, complex projects, identifying and assembling the resources required in support of the projects. Define and manage the scope of enterprise wide or line of business specific projects with minimum supervision. Conduct project review meetings, documents project status, and support the resolution of open issues. Escalates critical issues to management including a resolution approach and the potential impact to the project. Drive overall project health and budget.
Lean Six Sigma and PMO Leader
LENOVO
Jan 2011 – Apr 2014 (3 yrs 4 months)
Morrisville, (RTP) NC · Drive new service offerings to market Worldwide for Lenovo, while maintaining service quality and ensuring regional service delivery standards. Drive LSS fiscal goals and ensure revenue targets are met for WW Services Team. Responsible for leadership and direction of LSS for Lenovo WW Services. Project Manager responsible for Managing Asset Recovery Services (ARS) globally for Lenovo. Implemented LSS Projects which save Lenovo $300,000 annually to reduce waste in the ARS and Factory Services. For ARS, directed two team members and set standards of excellence for ARS services. Implemented new ARS Strategies with Marketing to increase ARS revenue. Participated in Women in Lenovo Leadership. Developed ARS Point of Sale Program for North America. Attained Lean Six Sigma Black Belt Certification. Mentor over 20 LSS candidates.
PMP Program Manager
FIDELITY INVESTMENTS
Sep 2007 – Jan 2011 (3 yrs 5 months)
Durham, (RTP) NC · PMP Certified project manager responsible for implementing corporate actions for Fortune 500 companies. Dedicated PM for Time Warner and Time Warner Cable and GM. Managed cross functional teams to implement projects which met regulatory, and client directed goals. Managed Global Virtual Teams. Drive increased revenue by scoping and managing project budgets. Managed all aspects of project including resources, budget, risks, client meetings, issue management and escalations. Worked with Process Owners and Subject Matter experts for collaborative solutions. Ensured a close working relationship between the Operations, Customer Support and Corporate Actions to improve the results of the projects we implemented. Excellent Client and consulting skills. Attained Yellow Belt Certification.
Director, Professional Services
CNL Consulting
May 2005 – Sep 2007 (2 yrs 5 months)
Pittsboro, NC · Provided IT Support and Consulting to small business. Developed Sales goals and maintained client relationships. Developed solutions for clients based on their budgets and timeframes. Worked to ensure technology solutions met client needs and developed excellent client relationships. Wrote RFP’s and provided quotes. Did business analysis of various client issues – including NOC support center issues, data back up and data management.
Client Services Manager
SEMPRA ENERGY GLOBAL ENTERPRISES
May 2002 – Apr 2005 (3 yrs)
·San Diego, California · Managed Global support center for this fortune 200 company. Delivered 7x24 support to our domestic and international employees. Managed an expense budget of $15 Million annually, plus capital budgets of over 40M. Also responsible for selecting and implementing new technologies for clients, including Tablet PC’s, Digital Pens, USB Pen storage devices, Blackberry. Developed hardware and software standards and ensured that corporate images were meeting business needs. Established ongoing dialog with key clients in each SEGE business unit. Performed on-site needs assessments at remote offices. Implemented Client Services website. Enhanced client communication process through email, website, & monthly communications. Insourced the help desk from CSC at a cost savings of $1.2 Million annually. Managed and developed the help desk and desktop support staff (15 staff members). Led ITIL contact center projects. Provided leadership and day-to-day direction of staff. Managed several large projects, including integration of help desk. The list of projects includes Sempra Energy Security and Disaster Recover Programs, Sempra Energy Security Awareness Project, Desktop Security via SUS, Hardware and Desktop Inventory – Altiris, help desk Insource CSC separation, Client Services Website, Client Training Programs and participating in Sarbanes Oxley. Developed and lead team in the installation and configuration of desktop operating systems, productivity applications, e-mail/groupware, communications applications and other client specific applications. Installed SCADA systems at powerplants. · Client Services documented and published the IT portfolio of services. Managed help desk software – Altiris and ensured that all cross functional departments were trained in the use of Altiris. Managed all corporate hardware assets, including inventory, repair, deployment, upgrades improvements and new technologies. Moved to NC for Family Reasons.
Customer Support Manager, Professional Services Manager
JCUBE CORPORATION
May 2001 – May 2002 (1 yr 1 month)
Poway, California · Established the Customer Support/Training department in this small software company. JCube Software focused on providing real-time matrix information for the last mile of customer service using Mobile Transaction Processing Software (MTPS). Provided consulting personnel and managed overall client relationships. Established customer support guidelines, implemented escalation procedures, developed customer relationships and created all the end-user manuals and training materials. Also taught quarterly classes on our product to Customers and Partners in our Partners program. Worked closely with Development on new product features and customer demands as well as QA for the product. · Also assisted the CEO with the daily management of the Professional Services Staff of seven contractors and employees ensuring they had billable work, and that the projects were successful.
IT Consultant
PEREGRINE SYSTEMS, INC.
Mar 2000 – Jan 2001 (11 months)
Del Mar, California · Worked to implement new processes and procedures to improve internal help desk. Did an overview of entire IT department, documented, and defined the way in which the Solution (call) Center, Computer Hardware Assembly Room and Networking integrated. Managed team of four that procured and deployed hardware, as well as managed inventory for Peregrine Worldwide. All hardware ordered and shipped via ISO 9000 processes. Worked with IT team to define internal and external SLA’s. Documented procedures for helpdesk staff to follow. Interviewed and selected helpdesk staff. Created reports and defined metrics for customer support responses. Managed implementation of new NOC – State of the Art with a glass wall and five large flat screen monitors for public viewing of network traffic and ticket reports. This call center has over 3,500 calls per month and is growing every month. When I started, they had no reports, metrics or defined processes. Worked with several Peregrine software packages, including AssetCenter, ServiceCenter, Get.IT! Managed four third level technicians, four second level technicians and five first level technicians. Left because contract ended.
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Education
·The University of Texas
Bachelor of Arts
License & certifications
·Lean Six Sigma Master Black Belt - More Steam
Project Management Professional (PMP) - Project Management Institute
Credential ID 526118
Honors & awards
·Tech Award for Complexity Knowledge share
·Finalist ICMI Best Strategic Value to the Organization 2022, 2023
·Winner Connected Recognition Support Case AI Project 2018
·Winner 2017 CICOE Best Mentor
·Winner 2016 CICOE Best Project Activity 2016
Skills
Leadership: self-starter · team player · Strategy Deployment · Excellence · coach · problem solving · collaboration · Project
Sponsors · Business Transformation PMO · Mentoring · Performance Dashboards · Customer Service · Management ·
interpersonal · Respect · Reporting · Stakeholder Engagement · negotiation · communication · cross-functional collaboration
· interpersonal abilities · transparency · open communication · strategic thinking · Accountability · organic growth objectives
· open-minded · organizational development · Operational Excellence · analytical skills · people management · team-oriented
· cross-functional leadership · business leadership · Leadership · Coaching
Process: PMO · Customer Journey Mapping · Visual Management · VSM · Value Stream Mapping · Root Cause Analysis
· Process Automation · Process Improvement · Process Mapping · Lean process improvement · Lean Six Sigma · LEAN
events · lean principles · Lean Management · Lean methodology · Continuous Improvement · Quality Management Systems
· Statistical Process Control · Performance Metrics · Compliance Standards · Waterfall · Business Process Reengineering
Project: Agile · Agile development · Risk Processes · project management methodologies · analytical · program management
· Workforce Planning · Organizational health metrics · regulatory compliance · project management · Strategic Planning
· Change Management · Change Impact Assessment · Risk Management · Project Management · Agile Methodologies ·
Simulation Modeling · Facilitating · Data Visualization
Analysis: Data Analysis · Business Intelligence · Benchmarking · data quality · Cost Reduction Strategies · SQL · data
governance · Inventory Management
AI: AI integration · AI strategy
Tools: fiber · JIRA · prosci · installation · Software Development Life Cycle · Supply Chain Optimization · problem-solving ·
Training and Development · Lean Tools Implementation · Kata · Kaizen · ERP Systems · A3 · Tableau
Industry: Financial industry · Digital Transformation
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