Customer Success Manager
Resume:
Sheila J. Brown
CCSM, CSPO, CSM, VCTA
***********@*****.***
LinkedIn.com/in/Sheilajbrown
Roanoke, TX
DIRECTOR OF CUSTOMER SUCCESS OPERATIONS
CUSTOMER RELATIONSHIP MANAGEMENT • OPERATIONAL EXCELLENCE • PROGRAM GOVERNANCE Strategic Customer Success Manager with extensive experience enhancing customer success operations across diverse sectors. Known for championing customer advocacy, ensuring transparency, and fostering trust, leading to strong customer relationships and significant business growth. Proven record of mitigating risks and introducing initiatives that improve customer retention and satisfaction. RELEVANT SKILLS & EXPERIENCE
CAREER SUMMARY
VMware/Broadcom/Omnissa Remote 2021 – 2024
A leading provider of multi-cloud services and software solutions. Strategic Customer Success Manager
Drive customer loyalty by strengthening post-sales relationships, pinpointing risks, and building mitigation plans to ensure subscription renewals and trusted advisor status. Optimize customer investment by monitoring health scores, reviewing consumption and billing, and collaborating with cross-functional teams to resolve issues and anticipate future needs. Fuel organic growth by gathering case studies, identifying customer references, and leading teams to become trusted advisors, enabling clients to achieve their cloud strategy goals.
• Secured a previously unresponsive key account by persistently determining and engaging the right stakeholders, resulting in heightened relationships and issue resolution. o Selected and contacted key stakeholders through targeted emails and strategic use of support ticket data. o Built trust and resolved long-standing issues through proactive support calls and effective meeting facilitation.
• Influenced company-wide change by serving as the voice of customer success managers on the Exploit Employee Experience Committee.
o Spearheaded solution-driven discussions and presented actionable ideas to executive-level stakeholders, addressing administrative challenges and perfecting overall customer success operations.
• Optimized EUC platform operations by improving Workspace ONE, Mobility, and Horizon processes, supporting clients' digital journeys.
• Uncovered new product opportunities through discovery and education activities. a360inc Remote 2020 – 2021
A cutting-edge technology and services company, delivering innovative solutions and expertise. Senior Client Engagement Manager
Administered a portfolio of 25 accounts by serving as a single point of contact for project management, issue resolution, and enhancement requests. Streamlined workflows and optimized systems through analysis and evaluation, recommending effective strategies to meet client needs and propel business growth. Ensured contractual compliance and performance excellence by executing regular reporting against service-level agreements and key performance indicators.
• Spearheaded a 95% reduction in disaster recovery time by refining processes and implementing solutions.
• Achieved 100% customer retention rates due to the high-value customers placed on the product and services.
• Served as a trusted client advocate, providing prompt resolution to issues, and expertly addressing product enhancement requests and inquiries.
• Devised and deployed tailored solutions in collaboration with IT and Product Management, fulfilling clients' specific needs and accelerating business growth.
Customer Success Account Management Process Development Built and maintained a diverse
client base of 25 clients across
various verticals, expanding
sales opportunities. (VMware)
Secured a previously unresponsive key
account by persistently identifying and
engaging the right stakeholders, resulting
in improved relationships and issue
resolution. (Screenvision Media)
Collaborated directly with the CEO
to establish a customer success
organization, creating and refining
workflows, processes, and
procedures. (Accresa)
Sheila J. Brown 817-***-**** ***********@*****.*** LinkedIn.com/in/Sheilajbrown Roanoke, TX Accresa Carrollton, TX 2018 – 2019
A cutting-edge SaaS company, revolutionizing healthcare management with its innovative platform. Senior Client Success Manager
Accelerated customer adoption and onboarding, mitigating risks and delivering personalized experiences through strong relationship-building and in-depth product knowledge. Supervised pipeline management and HubSpot optimization, streamlining workflows, developing processes, and leading a team of two to achieve operational excellence.
• Designed and integrated a customer success program, improving customer retention and renewals by 100%.
• Collaborated directly with the CEO to establish a customer success organization, planning and refining workflows, processes, and procedures.
• Built strong relationships with C-level leadership at customer organizations through on-site meetings and strategic interactions, fostering trust and long-term partnerships. Screenvision Media Dallas/Fort Worth Area, TX 2016 – 2018 A leading cinema advertising and media solutions provider, connecting brands with moviegoers through innovative campaigns. Strategic Sales Account Executive
Monitored two territories, including the West Central US and additional areas, driving sales growth and customer engagement. Mentored and led a direct report to meet set targets and contribute to the team's accomplishments.
• Built and maintained a diverse client base of 100 clients across various verticals, expanding sales opportunities.
• Utilized a CRM system, upscaling sales processes and maturing customer relationships.
• Executed sales presentations and negotiations, training staff in sales automation and CRM tools. EARLY CAREER
Program Manager, DELL Technologies Project Manager, IBM IT Project Manager, Lockheed Martin CAREER ACCOMPLISHMENTS
Designed and implemented a customer success program, resulting in increased customer retention and renewals by 100%.
Optimized EUC platform operations by improving Workspace ONE, Mobility, and Horizon processes, supporting clients' digital journeys.
Uncovered new product opportunities through discovery and education activities. AFFILIATIONS
Department of Defense – Congressionally Directed Medical Research Programs (CDMRP) Project Management Institute (PMI)
Scrum Alliance
Black Women in Science and Engineering (BWISE)
TECHNICAL SKILLS
Salesforce, Gainsight, HubSpot, JIRA, Asana, Trello, Microsoft Project, Qualtrics, SQL, Zoom, WebEx, Slack, Calendly, RingCentral, Tableau, Box, Okta, RSA, Miro Leadership
Customer-Centricity
Innovation
EDUCATION
Johns Hopkins University
Master of Science, Information Technology Management Metropolitan State University of Denver
Bachelor of Science, Computer Management & Science CERTIFICATIONS
Certified Customer Success Manager (CCSM)
Certified Scrum Product Owner (CSPO)
Certified Scrum Master (CSM)
VMware Certified Technical Associate – End-User
Computing (VCTA)
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