Customer Success Manager

Evan Brathwaite, Jr.

*********@*****.*** Brooklyn, NY 646-***-****

Candidate for Customer Success

SUMMARY

Customer success, account management, onboarding, and training professional passionate about supporting technology users so they fall in love with the product and have an outstanding user experience. Proficient in utilizing CRM tools and analytics software to track customer interactions, analyze data, and identify opportunities for upselling and cross-selling. Certified Customer Success Manager (CCSM) with MS in Information Technology.

Reputation for quickly identifying enterprise and small business customer needs and challenges and providing solutions to help them achieve their goals and key performance indicators. Superb communicator who works effectively and collaboratively with external and internal stakeholders.

SKILLS & EXPERTISE

Client Onboarding Relationship Management Process Improvement

Training & Presentations Account Management Document Standardization

Client Education Customer Advocacy Data Analysis

Quality Assurance Customer Retention Technology

HIGHLIGHTED EXPERIENCE

Virtual Technologies Group, New York April 2023 – August 2024

Customer Success Manager

Delivered monitoring and support services to optimize clients' technology infrastructure, including hardware, cloud solutions, cybersecurity, VOIP, and computer networking.

Account Management: Served as the primary point of contact for five key accounts, ensuring strong client relationships. Monitored client accounts to proactively identify and resolve technology issues, minimizing downtime and enhancing client satisfaction.

Performance Analysis: Analyzed account performance metrics to diagnose issues and implement strategies for improved technology adoption and utilization. Conducted QBRs to evaluate customer technology usage and provided recommendations for system improvements

Project Coordination: Provided support in requirements gathering, system design, proposal development, and strategic resource allocation for client projects.

Cross-functional Collaboration: Collaborated closely with onsite service managers, logistics, technology, and help desk teams to share critical information and successfully achieve client business goals.

Conversica, LLC, New York May 2022 – February 2023.

Customer Success Manager Intern

Hired to support Customer Success team for the leading provider of Conversational AI solutions that support enterprise marketing, sales, customer success, and finance. Based on performance, first intern in department’s history to have employment contract renewed twice. Left when firm reduced headcount by 20%.

Customer Success Account Support: Examined key company accounts (including T-Mobile, S&P, Oracle, and OneSpan) to identify value achieved by clients. Examined rates of software usage against industry benchmarks. Reviewed KPIs (such as number of leads, engagement, and revenue generation) to determine current customer engagement and strategies to improve outcomes.

QBR Reporting: Gathered, cleaned, and analyzed raw data to prepare detailed Quarterly Business Reports (QBR) with strategies to increase account revenue.

Key Account Reporting: Trusted to prepare weekly KPI report for company’s largest client, which includes multiple accounts. Developed a 236-step process checklist to streamline reporting for the company’s largest multi-account client.

Executive Business Review (EBR) Preparation: Prepared high-level reports for C-suite executives. Examined and analyzed data to assess value each client receives. Found and fixed critical error.

Salesforce / CRM Management: Used Salesforce to update NPS scores and generate meaningful reports used by Customer Success team. Also verified contact names and contact information, and cleaned up data and documentation. Documented and updated client contracts.

Process Improvement: Developed new Zendesk search strategy to identify and analyze customer problems. Based on findings, made recommendations to improve customer experience.

Management Support: Provided ad hoc project support to V.P. of Customer Success and Technical Account Group as requested.

Global Tech Solutions LLC, New York, NY February 2020 – January 2022

Training and Information Specialist Help Desk Technician, Customer Service Desk

Hired as Help Desk Technician and promoted quickly to client-facing and training role to maximize customer success with technology solutions. Left firm when department was eliminated.

Onboarding: Welcomed clients, understood their goals, and promptly and professionally addressed their questions and concerns. Reputation for establishing customer trust and building long-term partnerships.

Relationship Management: Maintained an active engagement with clients. Served as the designated point of contact. Coached them on how to use our technology so that they have the most optimal experience and success.

Customer Training: Familiarized and trained hundreds of clients on software and hardware to ensure successful technology adoption and implementation.. Oversaw development of ‘Lunch & Learns’.

User Support / Problem Solving: Identified, prioritized, and solved client software and hardware problems. Advised clients on solutions. Documented client feedback and developed internal solutions to reduce customer issues and increase satisfaction.

Product Documentation: Normalized existing documentation and edited for readability.

Data Analysis: Collected data to identify potential problems and draw helpful conclusions about client technology issues and product usage.

Cross-functional Collaboration: Partnered with multiple internal teams to solve client issues and achieve shared goals. Connected with Product and Sales to streamline client onboarding, and Marketing to promote brand awareness.

Graduate Student, Southern New Hampshire University June 2017 – February 2020

Earned an M.S. in Information Technology. Recognized as Distinguished Scholar.

E&S Computer Consulting, Brooklyn, NY June 2015 - October 2017

PC Technical Hardware Consultant

Client Relations / Account Management: Onboarded business and personal clients to deeply understand their needs and provide exceptional customer support to achieve their goals and ensure satisfaction and retention. Educated clients on services and solutions available to them.

User Support / Problem Solving: Managed installation, configuration, and troubleshooting software-related issues for businesses and homes. Designed, configured, and tested hardware; performed data backups and disaster recovery operations. Planned, coordinated, and implemented network security measures to protect data, software, and hardware.

Customer Advocacy / Process Improvement: Identified, streamlined, and implemented network performance improvement to create efficiencies and maximize customer ROI.

Dell EMC Corporation, New York, NY November 2005 – October 2013

Customer Service Engineer Service Support Specialist Shift Lead & Supervisor

Supported the technology needs of enterprise clients, including Goldman Sachs, PWC, Credit Suisse, Deutsche Bank, Barclays Capital, and more. Based on communication and customer service skills, promoted 3.

HIGHLIGHTED EDUCATION

M.S., Information Technology (Cybersecurity), Southern New Hampshire University

B.A., Classical History & Philosophy, Cum Laude. Brooklyn College (CUNY)

Certified Customer Success Manager (CCSM)

PMI PMP Certified (May 2023)

Microsoft Azure & Microsoft 365 Fundamentals

PROFESSIONAL AFFILIATIONS

Global Mentorship Initiative – Student Mentor

National Society of Leadership and Success

Delta Mu Delta Honor Society

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