Customer Success Manager

TED BELL II

Berkeley CA 510-***-**** **********@*****.***

https://www.linkedin.com/in/ted-bell-ii-4a48731/

Professional Summary

Results-driven and customer-focused Senior Customer Success Manager with years of experience in B2B, SaaS, healthcare, leasing and client support industries. Proven ability to lead and manage client relationships, optimize product adoption, and drive customer retention and growth through strategic initiatives. Expertise in delivering tailored solutions, conducting product training, and analyzing customer feedback to ensure maximum satisfaction and engagement. Skilled in collaborating with cross-functional teams to enhance the overall customer experience and align business goals with client success. Adept at handling complex issues and providing data-driven insights that empower leadership to make informed decisions.

Skills

Onboarding & Training Cross-Functional Collaboration Churn Prevention Strategies Account Growth Strategy Data-Driven Decision Making Customer Feedback Analysis CRM Support Tools Client Relationship Building Negotiation Work History

Senior Customer Success Manager 01/2021 to 08/2024 Syndio Solutions Inc. Berkeley, CA

Company Overview: Syndio Solutions is a start-up B2B enterprise SaaS company, and the leader in workplace equity solutions, offering technology that enables companies to measure, achieve, and sustain equity and transparency at every step of the employee lifecycle. Acted as the primary point of contact for client accounts, providing expert guidance on product usage and delivering tailored solutions to enhance customer experience and satisfaction. Collaborated closely with cross-functional teams, including Sales, Product, and Engineering, to ensure seamless onboarding, issue resolution, and continuous product improvement. Led strategic customer health assessments, identifying potential risks and implementing proactive engagement strategies to prevent churn and maximize account growth. Delivered product training and webinars, empowering clients to leverage the full capabilities of Syndio's solutions and helping to increase overall customer success and adoption metrics. Senior Partner Relationship Manager 2017 to 2020

Zift Solutions Inc. Berkeley, CA

Managed and nurtured relationships with key strategic partners, driving collaboration, optimizing performance, and increasing partner satisfaction by 40%. Conducted regular business reviews with partners to assess performance, provide insights, and create tailored strategies for growth, resulting in a 25% increase in joint revenue generation. Collaborated with Sales, Marketing, and Product teams to align partner strategies with business goals, identifying opportunities for joint marketing campaigns and co-branded initiatives. Monitored and analyzed partner performance metrics, using data-driven insights to identify areas for improvement, increase efficiency, and support business growth objectives. Senior Customer Success Operations Manager 2012 to 2016 McKesson Specialty Healthcare San Francisco, CA

Led customer success operations for a diverse portfolio of healthcare clients, overseeing the end-to-end process from onboarding to renewal, achieving a 98% customer satisfaction rate. Designed and implemented operational strategies and workflows, streamlining customer support processes, and improving efficiency by 30%, reducing response times, and enhancing overall service quality.

Analyzed customer data and feedback to identify trends and potential issues, proactively implementing solutions that increased customer retention and product adoption rates. Collaborated cross-functionally with Sales, Product, and Support Teams, to optimize customer journeys, ensuring seamless communication and alignment of goals across departments. Team Leader/Senior Applications Support Analyst 2012 to 2016 McKesson Specialty Healthcare San Francisco, CA

Led a team of application support analysts, providing expert technical support and troubleshooting for critical healthcare software applications, ensuring minimal downtime and optimal system performance.

Managed the escalation process for complex technical issues, coordinating with cross- functional teams to implement timely solutions, reducing incident resolution time by 25%. Collaborated with product development and IT teams to drive application improvements, and prioritizing system enhancements based on customer needs and business objectives. Trained junior analysts, developing comprehensive training programs that improved team knowledge and performance, resulting in a 30% increase in first-contact resolution rates. Client Support Specialist 2010 to 2012

iKnowMed Incorporated Berkeley, CA

Provided exceptional client support for iKnowMed's oncology software solutions, assisting users with troubleshooting, system navigation, and technical inquiries. Collaborated with internal teams, including development and technical support, to resolve complex issues, ensuring timely and accurate solutions for clients. Created comprehensive client support documentation, including FAQs, user guides, and troubleshooting resources, improving self-service options, and reducing support inquiries. Education/Certifications

Bachelor's Degree - Saint Mary's College of California Business Diploma - Heald Business College - Information Technology Non-Profit Volunteer Work

City of Richmond Arts & Cultural Commissioner

Community for Learning Alliance - Writer Coach Connection East Oakland Youth Development Center

Accomplishments

Contributed to handing back $125M to underpaid and underrepresented employees Promoted to Team Leader in both Leasing and Healthcare sectors Certifications in Customer Success Management, Cybersecurity & Artificial Intelligence