Customer Success Program Manager
Resume:
Professional Experience
January **** The Streamliners ~ Denver, CO (Remote Syracuse, NY)
to June 2024
Customer Success Director
Deliver high quality work that meets expectations for timeliness, accuracy and completeness
Manage and deliver end-to-end client programs and initiatives, leveraging agile and design-thinking principles to drive sustainable implementation
Work with clients as the subject matter expert in determining how best to utilize technology and work within system constraints to maximize efficiency, as well as guide on best-practices for business processes and procedures
Design and execute methodologies to analyze and identify opportunities to improve processes, practices and procedures, uncovering opportunity for innovation, especially in the Lead-to-Cash space
Deliver baseline assessments and post-implementation analyses to evaluate and track the realization of business benefits
Actively participate in sales activities, contributing to winning profitable business by proposal writing, pricing, shaping opportunities, pitch preparation and opportunity- spotting in clients
Contribute to thought leadership and/or research November 2019 Korn Ferry ~ Los Angeles, CA (Remote Syracuse, NY) to October 2023
Associate Principal – Project Management and Client Engagement
Manage portfolio of clients ranging in size from $100k to $3m.
Ensure facilitator and delivery excellence throughout client lifecycle by the use of metrics and data analytics
Manage 150+ global contract facilitators through onboarding, upkeep, and course scheduling processes.
Manage the digital implementation of multiple large integrated client solutions by gathering requirements, building project plan, and ensuring resources are in place to deliver on that plan
o Ensure multiple workstreams are aligned on the project goals and timeline o Align multiple digital product platforms to deliver on client contractual obligations
Manage the sunset and migration of legacy sales product o Partner with vendor to ensure alignment with clients as they migrate to new platform and migrate SFDC historical data from sunset platform to newly purchased platform
o Guide several clients through the projects from planning to production migration
April 2005 ESI International/Strategy Execution ~ Arlington, VA to November 2019
Nathan D. Wicks
1017 Gill Street
Chittenango, New York 13037
**************@*****.***
Engagement Manager / Program Manager / Instructor Relations Director
Sustain pre-engagement and business development including estimating and contracting in bid phase. Coordinate and lead all instructor preparation and quality assurance efforts. Point of contact for twenty-five clients with $2 to $5 million portfolios.
Manage contractual scope, timelines, and costs, accountable for revenue and profit growth. Oversee project risks and issues; maintain ad-hoc client-specific reports; manage internal process improvement activities including process mapping and swim lanes
Manage global pool of 150+ contracted instructors to ensure high quality facilitation and client satisfaction
Recruit, hire and onboard top instructor talent
Assist with pre-sale positioning of instructor quality and capacity Nathan D. Wicks Page 2
Professional Experience (continued)
Associate Program Manager (3/2003 to 4/2005)
Assisted Program Managers and Business Development Managers with multi- million-dollar training programs; educated Client Representatives of new products to upsell classes and services. Ensured prompt customer service addressing clients’ needs; traveled to client-sponsored events and meetings, providing support.
Maintained monthly and weekly client-specific reports on schedules, enrollment, revenue, and aging.
Ensuring largest client in Information Technology sector ($4+ million annual training programs in place) the ability to globally obtain curricula and services. Assessed breakdowns in process, which offices were involved, differences in cultures and business types and how to tactfully bridge gaps with remediation. Referred to log of events and traced backward to note discrepancies and identified and contacted international liaison accountable for day-to-day management of internal processes. Scheduled individual telephone calls with offices in question to debrief on situation. Ensured calls began on positive note with compliments of excellent work; followed with suggestions for improvement and details of how we would implement those changes. They would need to update and follow through as the spreadsheet used would be visible to entire global team. Senior Billing Specialist (9/01 to 3/03)
Billing Specialist (2/00 to 8/01)
Accounts Receivable Clerk (1/99 to 2/00)
EDUCATION
Mohawk Valley Community College ~ Utica, NY
Associate in Applied Science Degree in Criminal Justice George Washington University ~ Washington, DC
Master’s Certificate in Project Management
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