Customer Success Program Manager
Resume:
Amira Crawford
***** ******** ****** *** ***, Columbia, Maryland • 443-***-**** • *****.**********@*****.*** • linkedin.com/in/amira-crawford-42a98513
Senior Customer Success & Account Management Leader Relationship Builder Strategic Leader
With over 15 years of experience in customer and client success, as well as account management, I have consistently excelled at forging strategic relationships, managing robust sales pipelines, and engaging key stakeholders. My comprehensive expertise in technology solutions has been instrumental in elevating client satisfaction and driving exceptional retention, ensuring that organizations not only meet but exceed their business objectives. WORK EXPERIENCE
Nerdio • United States • 10/2024 - 01/2025
Partner Success Manager- Contract
Elemica • United States • 01/2024 - 09/2024
Senior Strategic Client Success Manager
SKILLS
Account Management,
Analytical Skills, Business
Analysis, Business
Development, Business
Strategy, Change Management,
Client Contact, Client
Relations, Client Services,
Coaching, Collaborative
Leadership, Communication,
Community Outreach,
Consulting, Contract
Negotiation, Cross-functional
Team Leadership, Cross-
Selling, C-Suite Selling,
Customer Experience,
Customer Experience
Management, Customer
Relationship Management (
CRM), Customer Retention,
Customer Satisfaction,
Customer Success, Data
Analysis, Diversity &
Inclusion, Educational
Leadership, Educational
Technology, Executive
Leadership, Executive
Management, FinTech, IT
Project &Program
Management, IT Security Best
Practices, KPI, Leadership,
Managed Services,
Management, Marketing,
Mentoring, Operations
Management, Organizational
Leadership, Partner
Relationship Management,
Developed long-term partnerships with Managed Service Providers (MSPs) leading to significant growth in Azure Virtual Desktop and Windows 365 project pipelines.
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Enhanced technical understanding among partners by delivering comprehensive product demonstrations to both technical teams and executive leaders, fostering greater collaboration.
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Managed and grew a sales pipeline, focusing on opportunity creation, deal conversion planning, and collaborative pursuit of joint opportunities with partners.
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Facilitated a collaborative environment that enabled the RevOps team to consistently meet KPIs and OKRs, driving sustained partner success.
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Achieved a streamlined customer experience by developing and deploying comprehensive success metrics, resulting in stronger partner relationships.
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Strengthened alliances with MSPs and Microsoft by directly engaging with engineers and technical leaders to articulate the benefits of the Nerdio solution.
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Led efforts to advocate for clients, transforming their feedback into actionable strategies within 3 months, fostering deeper relationships and driving long-term success.
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Elevated client success outcomes by synchronizing stakeholder objectives and Elemica's offerings, driving long-term partnerships and loyalty.
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Strategic Goal Alignment: Collected, organized, and translated customer and prospect strategic goals into actionable solution roadmaps, effectively identifying and valuing early-stage opportunities.
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Successfully communicated the value of engaging Elemica's resources, leading to stronger partnerships and improved client outcomes.
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Relationship Building: Cultivated relationships with key customer buying personas to clarify buying processes and accurately predict closings.
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Led the expansion of strategic partnerships, significantly enhancing our service offerings and positively impacting client retention rates.
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DP Solutions • Columbia, MD • 06/2023 - 09/2023
Client Strategy Advisor vCIO- Contract
EcoMap Technologies, Inc. • 07/2022 - 04/2023
Head of Customer Success
Presentation Skills, Program
Implementation, Project
Delivery, Project Management,
Public Speaking, Relationship
Building, Risk Management,
ROI Strategies, Sales,
Salesforce.com, Sales
Operations, Senior Stakeholder
Management, Software as a
Service (SaaS), Software
Implementation, Stakeholder
Engagement, Start-up
Consulting, Strategic
Leadership, Strategic
Partnerships, Strategic
Planning, Team Building,
Team Leadership, Team
Management, Time
Management, Training,
Upselling
EDUCATION
Master of Science -
MS in Education
Administration
The Johns Hopkins
University
08/2013 - 05/2015
Communication and
Technology/English in
Gender Studies
University of Maryland
Baltimore County
01/2005 - 12/2007
Enhanced overall client satisfaction by effectively managing various opportunities across the sales funnel leading to stronger long-term partnerships.
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Cultivated lasting relationships with sales support teams, aligning efforts to improve overall client satisfaction and drive engagement.
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Salesforce Management: Provided detailed, consistent, and accurate updates in Salesforce, keeping leadership informed of customer buying statuses.
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Increased retention rates by 10% within 6 months through proactive stakeholder engagement, ensuring collaborative discussions to address client requirements effectively.
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Enhanced IT infrastructure efficiency, reducing operational costs by 25% through targeted improvements and strategic IT budgeting. Streamlined project implementations by fostering stakeholder collaboration and establishing strong partnerships with IT service providers, boosting service reliability. Elevated security posture via quarterly risk assessments and corrective measures while developing robust data management strategies to ensure compliance and minimize disruptions.
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Founding Head of Customer Success: Leadership: Spearheaded the Customer Success department, leading the team to consistent success.
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Led the Customer Success team to exceed client satisfaction targets within 3 months by enhancing communication channels and proactive support initiatives as the founding Head of Customer Success.
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Led a comprehensive performance management strategy within 3 months that streamlined training and development, fostering a growth-oriented customer success culture.
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Elevated customer satisfaction and retention rates within 9 months by implementing a proactive, collaborative approach across departments to address client needs effectively.
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Established a robust onboarding framework that reduced time-to-value for clients, ensuring consistent satisfaction and engagement throughout the process.
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Workflow Optimization: Designed workflows for product feedback, and established goals and KPIs for the Customer Success organization.
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Support System Implementation: Launched a ticketing system and workflows to enhance support operations.
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Cultivated long-term relationships with clients, enhancing customer satisfaction and loyalty within 6 months, resulting in increased retention rates and upsell opportunities.
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Team Development: Coached, managed, and supported internal employees, fostering a positive and productive work environment.
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LiveStories • Seattle, Washington, United States • 01/2022 - 03/2022 Director of Client Success
EAB • Washington DC-Baltimore Area • 12/2017 - 06/2021 Director of Customer Success
Blackboard • Washington, D.C. • 07/2016 - 12/2017
Program Manager
Connections Academy • 04/2011 - 07/2016
Regional Coordinator
I created and developed a Client Services organization that boosted customer success and fostered long-term partnerships by implementing efficient processes. I directed strategic initiatives, led a fully remote team, and established detailed playbooks and KPIs. I also implemented best practices and a new QBR process that enhanced forecasting, renewals, upsells, and overall retention.
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In my role as Director of Customer Success at EAB, I drove the full client lifecycle from post-sale implementation to long-term partnership management, overseeing key partner relationships and managing contracts valued at up to $4M per system. I spearheaded strategic initiatives that accelerated revenue growth and significantly enhanced student success. By devising and executing both short- and long-term strategies for over 15 clients, I aligned initiatives with state priorities and designed success indicators that streamlined business processes and provided actionable insights for continuous improvement.
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