Customer Success Manager

Andy Chisholm

512-***-**** *********@*****.*** https://www.linkedin.com/in/agchisholm/ Cedar Park, TX 78613

– Customer Success Manager –

Customer Success Leader with a strong track record of managing enterprise customers, creating positive customer outcomes and building and leading effective teams. Customer Success Coaching Leadership Escalation Management TAM Program Management Metrics & Data Visualization SaaS Customer Relationships Gemini AI Security

– PROFESSIONAL EXPERIENCE –

Onix – Cleveland, OH 06/2015 - 08/2024

Onix is a Premiere Google Workspace and Google Cloud Services Partner Customer Success Manager & TAM

● Managed multiple large Google Workspace accounts as named TAM

● Created playbooks and success plans to ensure successful GWS engagements

● Delivered remote and on-site Quarterly Service Reviews

● Focused on product adoption, best practices and security to ensure quick wins and customer satisfaction with Google Workspace

● Delivered advanced technical support, technical account management and customer success services with a focus on increasing ROI, product adoption and security

● Built value-add programs including Customer Meetups and Rapid Security Assessment for Google Workspace

Competencies: Google Workspace, Executive Presentation, Security, QSR Manager of TAM Services

● Led a team of Technical Account Managers with a portfolio of customers representing over $100M in annual Google Workspace and Google Cloud revenue

● Updated support offerings with new features, tiers and pricing, defined value propositions for internal target audiences and delivered sales training on options

● Coached team, wrote and delivered performance reviews, wrote job descriptions, interviewed and selected candidates, trained new team members, staffed team across North America and began process of staffing globally, managed contracts and supervised projects

● Supported Google Cloud customers including FinOps strategy with Ternary collaboration Page 1 of 2

Andy Chisholm 512-***-**** *********@*****.*** https://www.linkedin.com/in/agchisholm/ Google and Postini – Austin, TX and New York, NY 06/2003 – 04/2016 Program Manager and Vendor Enablement Manager

● Managed performance of outsourced technical support team for Google Apps for Work and Postini services at five remote sites

● Responsible for review and reporting on performance metrics and creating and implementing strategy to maintain excellent performance

● Held weekly virtual technical and performance review meetings with leads at vendor sites

● Delivered feedback to Google product teams based on vendor experiences, ticket metrics and customer feedback

● Competencies: Partner Management, Google Workspace, Support Operations, Strategy Senior Strategist: Google Apps and Postini

● Senior member of Google Apps and Postini support teams, supporting enterprise customers using enterprise email and Postini’s cloud-based email security tools

● Owned support relationship with strategic customers of Google Message Discovery and Vault products

● Created offboarding program to allow customers to extract archived data on disk

● Competencies: Support, Escalations, eDiscovery, Enterprise Email

– EDUCATION & TRAINING –

BBA - St Edward’s University - Austin, TX

– PROFESSIONAL & COMMUNITY SERVICE –

Vista Ridge Drama Booster Club, Cedar Park, TX 2021-2025 Booster Club Officer

● 4 year booster club officer, webmaster, social media coordinator, set painter, ticket seller Live Oak Church, Leander, TX 2020-2022

A/V & Livestream Producer

● Managed soundboard for church services with live band and produced livestream services for remote church during lockdown

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