Client Success Manager
Resume:
DEREK S. COLMAN
Salem MA 508-***-**** ************@*****.***
Summary
Dynamic and results-driven Client Success Manager with a proven ability to manage and nurture high-value client relationships with global enterprises like Aetna, Prudential, and Carnival Corporation. Skilled in customer retention strategies, proactive engagement, and revenue growth, ensuring long-term success through strategic upselling, cross-selling, and personalized solutions. Adept at collaborating with senior executives, identifying client pain points, and delivering tailored strategies that enhance satisfaction and loyalty. Highly empathetic and solution-focused, with a strong ability to anticipate client needs, resolve challenges efficiently, and drive continuous business value. Passionate about building trust-based partnerships that foster long-term success and mutual growth.
Skills
Collaboration & Cross-Functional Coordination
Document Management (Adobe PDF, MS Office)
Web Hosting & Content Management
Problem-Solving & Troubleshooting
Project & Task Management (JIRA)
Client Relationship Management
CRM Management (Salesforce)
Communication & Presentation
Adaptability & Learning Agility
Experience
CLIENT SUCCESS MANAGER 12/2021 - Current
SAI360 - Watertown, MA
Managed a diverse portfolio of Enterprise-level clients, including MillerKnoll, Emerson Electric, and Bumble, maintaining a 99% client retention rate through proactive engagement and strategic consultative support.
Led the development and implementation of cutting-edge Ethics and Compliance training programs, ensuring seamless delivery by devising effective project plans and timelines.
Oversaw over a dozen large-scale compliance projects valued at $1M annually, streamlining client lifecycle processes from content development to ongoing curriculum strategies and issue resolution.
Collaborated cross-functionally with sales, account management, editing, and product development teams to enhance service delivery, optimize training outcomes, and drive client satisfaction.
Identified and capitalized on upsell and cross-sell opportunities, leveraging client relationships and insights to increase revenue growth while ensuring alignment with evolving compliance needs.
SENIOR WEBSITE SERVICE MANAGER 01/2018 - 11/2019
Notified - Boston, MA
Led Investor Relations webhosting, webcasting, and telco services for a portfolio of 65+ enterprise-level clients, including Halliburton, Sonoco, and PNC Financial Services, ensuring a 99% client retention rate.
Managed and executed 60+ consecutive quarterly earnings events with a 0% service impairment rate, delivering seamless and high-quality client experiences.
Drove platform migration success, overseeing four major system transitions over 15 years while maintaining less than 1% client attrition.
Optimized cross-functional collaboration between sales, account management, editing, web development, and client services, enhancing service efficiency and client satisfaction.
Trained and mentored junior team members, expanded client education on new product features and industry best practices, and provided strategic feedback to improve service offerings.
SENIOR PRODUCT SPECIALIST 12/2014 - 01/2018
Nasdaq - Boston, MA
Managed and executed all Investor Relations (IR) client webhosting, webcasting, and telco requests, providing strategic consultation and support for high-profile companies like Aetna, Honeywell, and The Children's Place.
Trained clients on internal back-end webhosting tools, enabling them to efficiently edit and update their IR websites, improving user autonomy and satisfaction.
Optimized and maintained client IR websites by updating content and code, ensuring high-quality execution of webhosting requests while enhancing website performance and functionality.
Partnered with internal teams and account managers to ensure timely and quality service delivery, contributing to revenue growth through strategic upselling and cross-selling of webhosting products and enhancements.
Analyzed client feedback and identified opportunities for service improvements, driving product enhancements and refining webhosting offerings to align with industry best practices.
RELATIONSHIP / ACCOUNT MANAGER 12/2012 - 11/2014
Nasdaq - Boston, MA
Managed and grew relationships with Investor Relations webhosting, webcasting, and telco clients, ensuring seamless contract renewals, upsells, and cross-sells of all products and services.
Developed and delivered compelling sales pitches for new financial products, driving revenue growth while maintaining compliance with exchange regulations.
Negotiated and executed client contracts, aligning solutions with client business needs.
Collaborated with internal teams to enhance client experience and address concerns in real time.
SENIOR CLIENT SERVICE MANAGER / PRODUCT SPECIALIST 06/2004 - 12/2012
Thomson Reuters - Boston, MA
Served as the primary point of contact for Investor Relations webhosting, webcasting, and telco requests, managing a high-profile client portfolio, including Mastercard, McGraw Hill, and BNY Mellon.
Strengthened cross-functional collaboration with internal teams to ensure seamless service delivery while identifying upsell and cross-sell opportunities to drive revenue growth.
Maintained and updated client websites with precision, ensuring accuracy, compliance, and adherence to industry best practices for optimal user experience.
Delivered expert training and consultation to clients on new product features, platform enhancements, and industry trends, improving adoption rates and client satisfaction.
Proactively resolved client issues with a solution-driven approach, ensuring high levels of customer retention, engagement, and overall service excellence.
Education
Massachusetts College of Liberal Arts - North Adams, MA Bachelor of Science
Business Administration – Marketing Concentration
Websites, Portfolios, Profiles
linkedin.com/in/derek-colman
Technology Software
Salesforce
JIRA
Adobe PDF
MS Word/Office
Proprietary back-end webhosting and webcasting systems
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