Customer Success Manager
Resume:
SCOTTWICHAEL
**************@*****.***
***** ********* **** *******, ** 80433
EDUCATION
Evangel University, Springfield, MO
B.S. Exercise Science Pre-Physical Therapy
Minor in Physical Science
EXPERIENCE
Engrain April 2024-Present
Onboarding Specialist
• An ambassador for SightMap (product) implementation process and point of contact for 50+ customers every week
• Conduct product review calls with clients and manage content by proofreading, reviewing content designs, and connecting Property Management Systems with company’s API
• Direct and help facilitate project resources by routing tasks across Salesforce and Workfront
• Provide technical guidance and support to clients, resolving complex issues for 90+ cases weekly
• Collaborate closely with multiple teams across the company to communicate solutions to customers' intricate problems.
• Develop and maintain comprehensive technical documentation resulting in clearer communication with customers and partners.
Herd of Zebras June 2023-April 2024
Customer Success Manager/Operations
● Created onboarding training leading to a minimum of 1% customer growth weekly and successful product adoption
● Create and edit podcasts and videos as a part of adding content for training to obtain more product
● Designed automated workflows that enhanced engagement with leads from 31% to 92%
● Cultivate resources to promote current customers knowledge of the product leading to a 93% customer retention rate
● Configured Stripe for automated payment in order to pay clients within 2 days
● Researched user experience and collaborated with technical teams to reduce bugs and improve application features for users
● Exceeded and met SLA expectations 100% of the time leading to quick resolve with support issues
SimpleTiger Jan 2023-April 2023
Account Executive / Customer Success Manager
● Established quick rapport during cold calls which contributed to ~35% new business
● Initiated with 80+ new leads weekly in order to achieve 100% quarterly sales target
● Quickly learned new technology to manage a pipeline of prospects utilizing Hubspot to track interactions and opportunities
● Presented solutions and business proposals to executive team on a weekly basis leading to 60% growth in organic conversion rate
Data Voice Options
Sales Consultant May 2020-April 2023
● Maintained and sought customer relationships through on-site meetings that resulted in 84% of quarterly quotas
● Negotiated contracts and pricing agreements, leading to 22% increase in average deal size
● Communicated sales status and updates to stakeholders though regular meetings and status reports LeadRoll March 2019-Jan 2020
Senior Account Executive
● Cultivated client relationships resulting in company growth by 34%
● Facilitated effective communication among team members, fostering a collaborative work environment
● Collaborated daily with internal stakeholders to analyze market trends to identify new opportunities and stay in front of competitors
● Cooperated with clients to resolve issues and define needs resulting in 45% increase in client satisfaction
Denver Eagles Christian Home School Athletics Association (NonProfit) Feb. 2016-Present Assistant Athletic Director/ Head of Baseball Operations
● Coordinate tournament schedules, resources, and budgets maintaining alignment with tournament objectives
● Contiually learn state requirements to create high school sports schedules
● Facilitate effective communication with vendors for uniforms and facility maintenance
● Track budget with board of directors for leagues and individual organizations Prime Baseball USA
Head of Operations June 2021-Present
● Train advanced baseball skills to graduating seniors to further their baseball career
● Study statistics to analyze opponents to properly prepare for team and game management
● Coach 1 on 1 with players to improve and correct malpractice through repetition
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