Customer Success Solutions Consultant

David J. Harvey

Solutions Consultant

Chicago, IL 60605 • 312-***-****

*********@*****.***

www.linkedin.com/in/david-harvey-19b638a/

PROFILE

Highly skilled, customer

success-focused professional with a

strong track record of delivering the

perfect solutions to meet the needs

of clients across multiple sectors.

Adept at partnering with both client

stakeholders and internal teams to

maximize customer success across

the full client engagement lifecycle,

maximizing retention and revenues.

Skilled at creating winning sales

presentations, product demos, and

client training programs. Exceptional

problem solver; able to deliver

expert support and leverage a wealth

of technical insights to resolve

technical issues of all complexities,

improving functionality and

performance.

Seeking an opportunity to excel in a

Solutions Consultant or Customer

Success Manager role with a

fast-growing technology solution

provider.

CORE STRENGTHS

●Business Leadership

●Customer Success Management

●Account Management

●Lead Generation

●Client Acquisition

●Technical Consulting

●Client Training & Support

●Sales & Marketing

●Negotiation & Persuasion

●Sales Presentations

●Solution Demonstrations

●Technical Troubleshooting

●Project Management

●Product Testing & Validation

●User Experience (UX)

●Creative Problem-Solving

●Cross-Functional Collaboration

●Critical Thinking

PROFESSIONAL EXPERIENCE

RWS GROUP (Formerly SDL), Chicago, IL 2018 – 2023

Solutions Consultant, December 2018 – October 2023 Designed and delivered between 5-10 winning presentations weekly utilizing MS Teams,demonstrating the value offered by customizedtechnicalsolutions tailored to meet clients' unique needs across North America.

● Provided expert pre and post-sales technical consultancy services on-premises and via SaaS/Cloud environments, maximizing client success.

This included developing and facilitating training webinars on all organizational products, services, and best practices.

● Engage with potential customers to understand their business objectives and technical requirements.

● Worked hand-in-hand with sales reps to design high-value solutions to fulfill complex client non-standard localization requirements.

● Crafted and executed Proof of Concepts (POC) demonstrating the full functionality and effectiveness of solutions.

● Developed responses for up to 10 monthly requests for information

(RFI), requests for proposals (RFP), and cybersecurity assessments.

● Responded to/resolved client inquiries and troubleshot product issues of all complexities, maintaining high customer satisfaction.

● Professionally developed the new Customer Success Manager after being promoted to Solutions Consultant.

Customer Success Manager, May 2018 - December 2018 Brought onboard,initially responsible for maximizing customer success. Onboarded and provided exceptional customer service,collaborating with clients and the RWS Group Support team to respond to/resolve any client product issues.

● Regularly liaised with current clients, presenting the latest products and/or features.

● Orchestrated an average of 10-15 software trials for any interested prospects, and worked with clients after trial periods to help close deals.

● Regularly evaluated each client’s usage and communicated any instances of low usage to the Sales team to work with those clients and maximize client retention.

PAGE VAULT, Chicago, IL 2016 – 2018

Customer Support & Success/Projects Lead, October 2016 – May 2018 Oversawthefullclientrelationshiplifecyclefrominitialonboardingthroughto ongoing support and projects supporting and driving customer success.

● Conducted comprehensive software demonstrations showcasing the capabilities and performance of solutions to clients.

● Expertly diagnosed and resolved client software issues remotely, partnering with clients and the Tech team to deliver the perfect remedy.

● Reviewed client accounts to identify low usage or power users, communicating insights to the Sales team to reinvigorate usage or upsell clients on new solutions, maximizing revenues.

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● Crafted quotes and managed all incoming web collection job requests.

● Leveraged technical expertise to advise the Tech team on ways to significantly improve user experiences (UX).

● Produced highly effective customer support videos via Versionista, giving customers the ability to self-diagnose and resolve common technical issues, reducing the volume of requests handled by Support. Sales Development Representative, January 2016 - October 2018 Ledbusinessdevelopment,continuallypursuingsalesopportunitiesthroughstakeholdersinchargeofsoftwareforlaw firms and law enforcement agencies. Managed all phases of client relationships utilizing Zoho enterprise CRM.

● Coordinated web demonstrations with the corporate Product Specialist for prospects.

● Employed the first-ever direct mail marketing campaigns in the company’s history, with the success generated from the campaigns resulting in the process being adopted on a far larger scale by the Marketing Department. STICKOUTSOCIAL, Chicago, IL January 2015 - December2015 Account Executive

Made a powerful impact on the growth of the small startup specializing in website,web/mobile application development, social media management, Google AdWords/PPC, and digital marketing management services.

● Continued to close on sales with an average of up to five clients monthly, negotiating favorable prices and terms, while coordinating deliverables' timelines.

● Aggressively pursuing new business opportunities via cold calling and other lead generation methods, perpetuating a strong client prospecting pipeline.

● Showcased project management skills, depending on the specialized needs of clients. FIRST WESTERN PROPERTIES, Chicago, IL January 2012– March 2013 Real Estate Associate/Broker

Transitionedintotherealestatesector,workingwithcurrentandprospectivetenantstopresentthebestoptionstomeet each tenant’s needs with the best listings available.

● Negotiated win-win property lease or sales terms between tenants and landlords, closing a high-volume of transactions each month, producing high revenue numbers. TOTAL QUALITY LOGISTICS, Chicago, IL August 2010– December 2011 Logistics Account Executive

Moved out of the investment sector to become an Account Executive for the 4th largest freight brokerage firm inthe United States, staying on call 24/7 to provide the best logistics solutions for customers.

● Partnered with clients and carriers to negotiate favorable rates and terms for solutions of all complexities.

● Closely tracked deliveries and provided clients with constant updates through to final delivery.

● Prepared/processed client invoices, tracked payments, and worked to prevent invoices from going past 30 days. ADDITIONAL EXPERIENCE

Market Strategist,Lind-Waldock, Chicago, IL (February2009- August 2010) Market Strategist/Asset Manager, Wilshire Quinn Capital,Cleveland, OH (June 2005-January 2009) EDUCATION

Bachelor of Arts in Political Science,Miami University CERTIFICATIONS

National Futures Association (NFA)

● Series 3 Licensed, Certified for Single Stock Futures, Registered Commodity Trading Advisor TECHNICAL SKILLS

AWS, Salesforce, RFPIO, Zoho, Confluence, Jira, Microsoft Teams Page2 2

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