Customer Success Manager

Richard Brown

Strategic Customer Success Manager Client Success Manager

Las Vegas, NV 623-***-**** **************@***.*** https://www.linkedin.com/in/rlbrownitprofessionalhttps://www.linkedin.com/in/rlbrownitprofessional/

Professional Summary

Dynamic and results-oriented Strategic Customer Success Manager with extensive experience in driving and delivering Customer Success strategies, account management, and business growth. Expertise in leading large geographically dispersed teams across multiple industries, to include SaaS B2B C2B C2C, Government Agencies, Federal and Private Sectors, Department of Defense, U.S. Military within the Five Active-Duty Units, Retail and Financial, Healthcare, Educational Institutions, Power Conglomerates, and the Presidential Whitehouse Communication Staff. Proven ability to increase customer retention, drive product adoption, and expand revenue through upselling and cross-selling. Skilled in data-driven decision-making, KPI analysis, risk mitigation, and CRM optimization. Adept at customer onboarding, engagement, and lifecycle management, ensuring high customer satisfaction and long-term business relationships. Proficient in leading complexed enterprise accounts global and cross-functional teams, providing proactive support for mission-critical tasks, managing multiple initiatives and shifting priorities as needed in a fast-paced climate ensuring Customer Satisfaction while Delivering Customer Excellence.

Work Experience

Splunk Inc Phoenix, AZ

Customer Success Manager January 2020 - January 2024

●Promoted from Engagement Manager to a Customer Success Manager due to successfully closing customers through the collaboration with Sales.

●Captured customer feedback to identify growth and adoption opportunities and inform product / managed service of improvement initiatives.

●Partnered with cross-functional teams to ensure timely issue resolution while enhancing communication within the organization.

●Executed tailored Customer Success Plans to identify growth opportunities, contributing to an 30% increase in upsell and cross-sell revenue

●Managed a portfolio of 80+ accounts across 29 Public Sector states agencies, including 18 top-tier commercial enterprise clients.

●Increased customer retention by 98% by proactively monitoring customer health scores and addressing risks.

●Led upsell and cross-sell strategies, driving a 30% increase in product adoption, revenue and securing multi-year renewal agreements.

●Developed customer feedback programs, collecting 5,500+ responses and boosting customer satisfaction to 93%.

●Developed dashboards and performance metrics, analyzing data resulting in a significantly decreasing customer churn rate by 20%

●Created customer education initiatives, improving onboarding efficiency by 60% and increasing product adoption by 30%.

●Collaborated with cross-functional teams to define SOWs, RFPs, and NDAs, supporting transactional and subscription services.

●Maintained a $25M+ Annual Recurring Revenue (ARR) across all managed accounts.

●Increased onboarding time by 60% within the first months of implementation.

●Collaborated with Product, Professional Services, Project Management, Engineering, Sales, to ensure Customer Success and Customer Excellent.

Cisco Systems Phoenix, AZ

Service Delivery Manager May 2016 - December 2020

●Promoted from Program Manager to Customer Success Manager before being promoted and assuming the Service Delivery Manager position.

●Managed a portfolio of 60+ accounts spanning across 11 states supporting the Public Sector Desert Plains Region.

●Managed a $20M (ARR) book of business across State, Local, and Education (SLED) ensuring profitable outcomes and expansion opportunities.

●Created and led IAPs - Integrated Account Planning Sessions, JAPs - Joint Account Planning Sessions, and QBRs - Quarterly Business Reviews for over 26 + key stakeholders ensuring alignment on customer goals and initiatives, providing value realization across my book of business.

●Developed custom training / education materials to establish a seamless onboarding process, reducing learning curves and increasing customer loyalty.

●Led cross-departmental teams to address customer issues, reducing resolution time by 40% and enhanced overall customer satisfaction scores.

●Identified new business opportunities, increasing bookings and maintaining a 55% profit margin

●Spearheaded customer training programs, reducing learning curves and increasing customer loyalty.

●Maintained an 95% NPS - Net Promoter Score Customer Satisfaction rating by optimizing customer experience strategies.

●Increased penetration and amplified the pipeline revenue by $20M annually through service expansion and customer adoption strategies.

●Led (CAP) Critical Account Planning to mitigate issues and resolve complex problems to deescalate customer issues to maintain customer loyalty.

Apollo Group Phoenix, AZ

Senior IT Project / Program Manager July 2012 - May 2016

●Led Directed a data center consolidation, decommissioning 1,800 physical servers, 1,000 VMs and migrating 800 servers to optimized environment.

●Implemented Splunk analytics and NICE 4.1 systems, enhancing real-time network performance monitoring across multiple environments.

●Achieved a 91% Customer Satisfaction rating by resolving over 1,000 customer support inquiries effectively.

Additional Experience

American Express Senior Project / Program Manager

·Led the execution of the DC2015 Data Center Core, Distribution & Access Layer initiative, improving AMEX global hosting and redundancy capabilities.

·Increased the DC2015 Security Operational functionality and scalability of the DC2015 Architecture Security Requirements Utilities.

·Managed the architecture and design of DC2015 premier facility exceeding 509,000 square feet in conjunction with the Minneapolis Data Center.

·Managed the implementation, testing, certification, and user acceptance testing (UAT), ensuring all phases met rigorous operational standards.

Arizona Public Service Senior Project / Program Manager

·Managed the multi-state network upgrade across 300+ sites, improving connectivity for over $1M+ customers

·Directed a statewide substation buildout, integrating over 25 systems to enhance the capacity and resilience of three substations.

·Reconfigured network architecture to effectively isolate the Secured Power WAN from the Local WAN, ensuring enhanced security and performance.

Tri-West Healthcare Alliance Senior Project Manager - (Security Clearance)

·Established PMO objectives, standards, and processes for large-scaled enterprise IT programs planning and executing complex enterprise-wide IT programs across multiple business units, supporting a statewide initiative.

·Led cross-functional teams to deliver high-impact projects on time and within budget, ensuring alignment with organizational goals.

·Facilitated stakeholder engagement to gather requirements and drive project scope definition.

Network Infrastructure Corporation Senior Project Manager

·Directed the IT infrastructure development for the 32 Seven Canyon custom multimillion-dollar luxury villas, establishing a one-of-a-kind premier 5-star community retreat with outstanding world-class amenities.

·Executed IT solutions for a Casinos, International Raceway, and School District Main Office, realizing a 25% gross profit margin on 90% of projects.

·Proficient in managing cross-functional teams to ensure timely project delivery within budget constraints.

General Dynamic / Signal Solutions Senior Information Technologist / Project Manager - (Security Clearance)

Led modernization efforts for the I3MP - Installation Information Infrastructure Modernization Program and Defense Communications Systems, enhancing secure data access across military installations for five Active-Duty Units worldwide while ensuring the transition from legacy systems.

Managed classified projects for the Presidential White House Communication Staff, aligning IT initiatives with strategic objectives and delivering secure communication solutions.

Oversaw project lifecycles from initiation to completion, employing Agile methodologies to improve efficiency and ensure timely delivery of IT solutions.

Booz Allen Hamilton Senior Technical Engineer / Project Manager

·Directed the implementation of the firm's IT infrastructure for over 80 offices across 6 continents, enhancing global operations, business acumen and aligning with business requirements.

·Developed business model solutions by formulating business cases and conducting cost-benefit analyses for IT initiatives.

·Collaborated with cross-functional teams to ensure seamless project execution, optimizing resource allocation and timelines.

Skills & Expertise

Customer Success & Retention - Churn Reduction, Net Promoter Score (NPS), Customer Health Scores, Success Plans, Customer Retention

Account Management - Relationship Building, Relationship Management, Executive Stakeholder Management,

Business Growth & Revenue Expansion - Upselling, Cross-Selling, Renewals,, Developing Growth and expansion Strategies

Customer Engagement & Onboarding - Product Adoption, Customer Training, Success Planning, Customer Education Training

Documentation & Presentations - (IAP)s - Integrated Account Planning, (EBR)s - Executive Business Reviews, (QBR)s - Quarterly Business Reviews, (JAP)s Joint Account Planning, (RCA)s Root Cause Analysis, Status Reports for: Managers, Technical and Executive, SOWs, RFPs, Playbooks, SLAs.

Data Analytics & Performance Metrics - KPIs, Forecast Modeling, CRM Dashboards, Synthesizing Data Collection

Project & Program Management - Agile, Risk Mitigation, Process Improvement, Issue Resolution, Conflict Management, Escalation Management,

Technical Expertise - SaaS, B2B, C2B, C2C, Cloud Computing, Cybersecurity, Networking, AI, APIs, Wireless, etc.

Tools & Platforms - Salesforce, Gainsight, ServiceNow, Tableau, Jira, Datadog, Snowflake, Smartsheet, Datadog, Excel, Survey Monkey, CRM, Confluence, Google Suite, Microsoft Office Suite, Quip, Confluence, Workday, Quip, Trello, Qualtrics, SkyNet, Zendesk, ERP, SAP, Oracle, Linux OS, Data Applications, Storage, Cloud Computing, Networking, Security, Migration, IoT, etc.

Attributes

Trusted Advisor, Analytical Thinker, Building Bridges, Identifying and Exploiting, Growth Opportunities, Accountability, Owning the Impact, Relationship Builder & Communicator, Cross-Functional Collaboration, Business Savvy & Strategic Thinker, Proactive & Ownership Mindset, Adaptable & Emotionally Intelligent, Leadership & Team-Oriented, All-Encompassing Technical Background, Helping Customers Realize and Maximize Value, Process Improvement & Process Development, Industry Knowledge with exposure to:

Education

Enterprise Network Professional Stratford University

Affiliate Organizations

EDUCAUSE - IT Leadership in Higher Education

National Association of State Chief Information Officers - (NASCIO) - State CIOs & Senior IT Executives

National Association of State Technology Directors - (NASTD) - Advancing IT for State Governments

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