Customer Success Manager

Location:

Denver, CO

Salary:

120,000.00

Posted:

March 28, 2025

Contact this candidate

Resume:

SEAN DAVIS

Denver, CO • 720-***-**** • **********@*****.*** • LinkedIn: in/sean-davis-8a1334b6/

Customer Success Manager, Enterprise

Exceptional operations leader known for optimizing operations for efficiency and alignment.

Passionate and honest operations leader with vast expertise in change management, culture building, and continuous process improvement to transform operations. Intuitive leader who defines innovative solutions to complicated business challenges. Embrace entrepreneurial mindset to deliver beyond expectations, utilizing effective communications and active listening to quickly identify pain points and strategically aligning solutions with goals and objectives.

Collaborative and supportive servant leader with deep understanding of how to identify and retain top talent while focusing on professional development and career growth. Lead by example and develop teams through training, team building, coaching, and mentoring. Navigate, translate, and deliver transparent communications between stakeholders of all levels while forging trusting relationships. Apply cross-functional collaboration and natural influencing skills to sell products, ideas, and solutions.

●Budgeting & Forecasting

●Stakeholder Engagement

●Relationship Management

●Client Acquisition & Retention

●Project Management

●P&L Management

●Servant Leadership

●Portfolio Management

●Client Implementations

●Performance Improvement

●Strategic Direction

●Revenue Generation

●Partnership Development

●New Business Development

●Conflict Resolution & Problem-Solving

Professional Experience

GLOBAL PAYMENTS, INC. DENVER, CO 2008 - 2024

Fortune 500 payment processor in US with 27,000 employees and 500,000+ customers.

Director of Operations (2020 to 2024)

Promoted to lead operations, including 2 call centers with 200 remote, hybrid, and overseas employees. Supervised and guided 6 direct reports, leading by example and focusing on professional development and growth to provide world-class customer service to 500,000+ businesses. Navigated operational challenges related to volume, outages, staffing, and technology while facilitating cross-functional collaboration and strong relationships. Served as point of contact for escalated situations, analyzing accounts to offer mutually beneficial solutions. Partnered across company to execute workforce management, resource allocation, scheduling, and training.

Resolved ongoing issues within call center operations, including 1 location not meeting service-level agreements (SLAs) for 10 out of 12 months. Transformed operations to meet within 3 months and consistently held for 1 year.

Boosted call center with quality issues from 60% customer satisfaction score to 72% for 10 of 12 months after 2 months in role.

Built and oversaw quality program to improve customer experience through empathy, security, and expectation management, earning 95% team score.

Decreased employee attrition to less than 10% across all centers through cultural transformation; restructured leadership team, enhanced hiring processes, drove transparent communications, and set clear expectations. Assisted with new hire training revitalization to position employees for success.

Created succession plans and benchmarks, enabling key team member to earn promotion into director role following leave from company.

Achieved no business continuity issues and allowed for closing of call center by spearheading migration of 80 employees to new phone system following merger and acquisition (M&A). Designed training and collaborated to deliver and coordinated with IT to define credentials and launch system.

Slashed refunds by $200K and positioned call center employees to assist in other call centers by crafting refund policy that aligned operations across 5 call centers.

Operations Manager (2015 TO 2020)

Navigated changes related to acquisition of TransFirst by TSYS, then Global Payments, Inc. Led team of 6 direct reports in providing partner support for high-profitability healthcare businesses with unique demands and business needs. Acted as escalation point for all partner-related issues, growing knowledge exponentially by answering organization-wide questions. Formed strong, trusting relationships with business unit leaders and partners, serving as liaison and utilizing transparent communications to develop mutually exclusive solutions. Utilized openness and engagement to facilitate cross-functional collaboration and problem-solving with antagonistic partners, building trust through continuous problem resolution and positive interactions.

Saved $750K distressed, at-risk partnership by collaborating across business units to craft solution to meet needs. Resulted in additional 5-year contract signed with top 3 partner valued at $750K annually. Built and nurtured relationship to regain trust with client. Ideated process within specialized team and coordinated with product owners to create necessary functionality to meet customer demands. Interacted with stakeholders to ensure partner goals were met.

Met or exceeded SLAs while lowering annual costs by $140K; applied natural curiosity and ability to analyze operations to identify efficiencies to lower headcount from 6 to 4 without negatively impacting partner expectations or deliverables.

Operations Supervisor (2008 TO 2015)

Managed up to 20 team members after earning promotion from call agent to agent supervisor based on outstanding contributions, leadership capabilities, and attention to detail. Gained extensive hands-on leadership skills in first leadership role as 1 of 5 supervisors, developing deep understanding in process assessment and improvement, team leadership, cross-functional collaboration, mentoring, and coaching.

Created efficiencies across night crew of 8, allowing for reduction of staff to 4. Assessed overall operations and highlighted significant opportunities for improvements across unique tasks and duties.

Saved $150K in costs annually by optimizing night shift; focused on engagement and meaningful work for remaining 4 team members. Demonstrated proven abilities in process optimization and identifying skilled and non-skilled staff to structure team accordingly.

Strengthened natural leadership abilities while leading team of 20; provided feedback proactively, showcasing gaps and challenges to help people understand fit for job and control voluntary turnover.

Education

University of Colorado, Boulder

Bachelor of Arts

Film Studies and English Literature

Technical Proficiencies

Salesforce NetSuite Pardot Ekata SAAS Virtual Terminals Verint Google Sheets Google Docs

Microsoft Word Excell

“Sean consistently demonstrated exceptional leadership, extraordinary problem-solving skills, and a remarkable work ethic. He is an invaluable member of our team. Sean oversaw two large portfolios, playing a pivotal role in both customer and technical support functions. His calm demeanor, fairness, and open-minded approach made him a natural leader that his team members trusted, and his peers leaned on. He consistently rose to the challenges with confidence and resilience. What sets Sean apart is not just his strong technical skills, but his excellent work ethic and sense of humor. I strongly recommend him for any position he seeks.”

--Nicohl H.

Senior Director, Operations

Global Payments, Inc.

“Sean has been a lynchpin in terms of change management. He never hesitates to lead through new challenges, including taking on new portfolios, integrating teams, and pioneering system changes. His steadfast presence is continually a shining example to the team of how to balance and handle change gracefully. In addition to his unflappable leadership style, he exudes adaptability and resilience, regardless of how fast we are moving or how hard the tasks are. His dry sense of humor, presence of mind, and simple logic are always a refreshing aspect that he brings to the table. We are extremely grateful and excited to have the opportunity to honor his contributions to our teams.”

--Justin D.

Vice President, Global Payments, Inc.

Leadership

Justin Dunst

Vice President of Operations

Global Payments, Inc.

720-***-****

Nicohl Halverson

Senior Director, Operations

Global Payments, Inc.

715-***-****

Ben Buchanan