Customer Success Manager

Joseph Allbrooks

Norcross, GA 678-***-**** **********@*****.***

LinkedIn Profile

Professional Summary

Experienced Customer Success Manager with extensive experience in client relationship management, strategic business development, and service excellence. Adept at identifying customer needs and delivering tailored solutions that increase satisfaction and business value. Skilled in managing cross-functional teams, overseeing high-value accounts, and driving product and service enhancements. Proven track record in fostering long-term partnerships, managing complex projects, and optimizing customer support systems. Strong communicator with a focus on customer satisfaction, operational efficiency, and process improvement.

Core Competencies

Customer Success Management

Client Relationship Building

Cross-Functional Team Leadership

Project Management & Execution

Sales & Revenue Growth

Customer Satisfaction & Retention

Contract Management & Billing Accuracy

CRM Tools (Salesforce, Microsoft Dynamics)

Strategic Business Planning

Education

Master of Business Administration (MBA), Human Resources & Project Management

Herzing University, Atlanta, GA Magna Cum Laude

Bachelor of Science, Business Management

Herzing University, Atlanta, GA

Technical Skills

Microsoft Excel, SAP, Salesforce CRM, Microsoft Dynamics

Budgeting & Financial Management

Accountancy & Accounts Receivable

Inventory & Warehouse Management

Billing & Contract Management

Customer Relations & Support Systems

Meeting Facilitation & Training

Policy Analysis & Implementation

Professional Experience

Ampcus May 2022 – Present

Customer Success Partner

Managed and expanded a portfolio of large revenue accounts, overseeing the renewal of service agreements and up-selling opportunities.

Ensured a smooth onboarding process, providing ongoing support throughout their contracts

Built and maintained strategic relationships with clients, ensuring continuous service satisfaction and product value delivery.

Acted as a liaison between consultants and clients to ensure smooth operations

Coordinated with technical teams, accounting, and management to resolve client concerns and deliver customized solutions.

Led key meetings including QBRs and EBRs, consistently fostering positive customer relationships and promoting long-term business partnerships.

Maintained regular communication with consultants and clients to ensure their satisfaction and engagement

Tracked customer interactions and performance using Salesforce CRM to ensure seamless project execution and high satisfaction rates.

ServiceSource May 2021 – May 2022

Senior Customer Success Specialist

Managed high-volume customer communications, resolving issues and addressing customer feedback promptly to ensure satisfaction.

Conducted regular health checks and product reviews to gauge client satisfaction, proactively addressing concerns and promoting retention.

Utilized Salesforce CRM to document customer interactions, track product usage, and monitor service success metrics.

Collaborated with internal teams to provide tailored support, enhancing customer relationships and aligning solutions with client goals.

Gathered and analyzed customer feedback through surveys and calls to continuously improve product and service offerings.

Lowes Inc. Apr 2018 – May 2021

Consultative Sales Specialist – Home Appliances

Delivered exceptional customer service by identifying needs, recommending products, and managing end-to-end sales processes.

Consistently ranked as a top sales associate, generating over $750,000 in sales during the first and second quarters.

Fostered long-term customer relationships, using the Lead Management System to follow up on sales leads and ensure customer satisfaction.

Partnered with sales and support teams to ensure all floor merchandise was well-stocked and correctly presented for an optimal shopping experience.

Recognized with three Executive Awards for outstanding performance and customer service excellence.

Alpha Technologies Apr 2015 – Mar 2018

Customer Success Manager

Managed project orders through SAP ERP, ensuring timely completion and resource allocation for client projects.

Collaborated with engineers, RSMs, and DSMs to ensure accurate pricing, quotes, and product builds, improving client satisfaction and process efficiency.

Led management meetings to ensure orders were on track, driving operational improvements and meeting customer expectations.

Utilized Microsoft Dynamics and Salesforce CRM to track customer information and ensure efficient order management and problem resolution.

Herzing University Jan 2013 – Apr 2015

Office Manager – Bookstore

Directed day-to-day operations of the bookstore, overseeing staff and ensuring a high level of customer service.

Trained and supervised five staff members, improving team efficiency and customer service standards.

Managed inventory, budgets, and financial controls for a $160,000 project budget.

Developed and implemented HR programs, training initiatives, and internal policies to enhance employee performance and customer satisfaction.

Home Depot Incorporated Jul 2008 – Dec 2011

Resolution Expeditor

Managed customer accounts and resolved a wide range of issues, fostering positive relationships and enhancing customer retention.

Collaborated with district and regional managers to ensure consistent application of the Customer’s First policy.

Assisted project teams with implementation and coordination of initiatives, ensuring timely and effective resolution of customer concerns.

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