Customer Success Manager
Resume:
WILLIAM HORNE
CUSTOMER SUCCESS MANAGER SAN FRANCISCO BAY AREA 415-***-****
DETAILS
San Francisco Bay Area
************@*****.***
linkedin.com/in/william-horne
SKILLS
Customer Relationship
Management
Contract Renewals
Customer Service
Technical Support
Analytics
Account Management
Usability Testing
Effective Time Management
Technical Writing
Agile Development
Salesforce
Hubspot
Totango
Microsoft Office
Google Suite
Adobe Creative Suite
PROFILE
Customer Success Manager with over 10 years of experience in driving customer value, building client relationships, increasing account retention, on-boarding customers, and using analytics for data-driven decisions in SaaS, marketing, video, and media industries. EMPLOYMENT HISTORY
Customer Success Manager at ON24, San Francisco
October 2020 — March 2023
• Provided customer on-boarding, training, and support to a book of business with a $4.5 million ARR, including Cloudflare, Teach for America, and Axios. Maximized customer ROI and growth. Consulted Account Executives on presale consultations.
• Created custom reports and dashboards for Salesforce and Totango to track all interactions and monitor accounts. Led internal CSM training and optimization sessions to improve analytics.
• Analyzed key metrics to improve customer ROI, reduce account churn, and maximize upsell engagement by focusing on successful strategies.
• Created videos and documentation for customer on-boarding. Conducted hundreds of QBRs, health checks, new product release presentations, and renewals.
Customer Success Manager at IBM, San Francisco
February 2018 — January 2020
• Provided expert training and customer support to premier accounts, including Slack, Cox, and Shopify for IBM Video and SaaS Digital Media Platforms. Created custom reports and dashboards in Salesforce.
• Led on-boarding meetings and managed live events, both locally and remotely.
• Conducted research meetings with key clients. Met with UX team monthly to discuss client product feature and change requests.
• Updated senior leadership weekly with key metrics, strategic insights, and improvement recommendations.
Senior Support Analyst at The Weather Channel, San Francisco September 2012 — February 2018
• Reviewed over 10,000 support tickets using quantitative and qualitative analysis to develop an automated support system for weather station owners, website/app users, and API subscribers. Created Customer Journey Maps.
• Product owner for UserVoice and the knowledge base. Aggregated customer feedback for trends and user analytics for each new development sprint. Developed global GDPR support strategy.
• Created customer surveys and conducted user interviews for mobile platform. EDUCATION
Sierra College, Rocklin, CA
CERTIFICATIONS
Certified Scrum Product Owner Scrum Alliance, Inc (Agile Development) User Experience Design General Assembly
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