Customer Success Business Development

JOHN TETI

919-***-**** ********@*****.*** Durham, NC 27703

https://www.linkedin.com/in/john-teti-jr-498669189/ Customer Success, Renewals and Sales Professional

Versatile professional with 20+ years experience in renewals and customer relationship roles. Track record of successfully managing customer relationships, creating communication protocols, and serving as day-to-day contact for Fortune 500 clients. Proven ability to work cross-functionally, develop excellent product knowledge, and build trusted relationships. Skilled in defining client problems and proposing proactive solutions. Expertise validated in global business development and delivering outstanding customer service. Strong project management skills demonstrated in overseeing consulting projects, ensuring deliverable quality, and maintaining consistent engagement processes. AREAS OF EXPERTISE

Customer Relationship Management: Successfully managed diverse customer relationships, serving as clients' day-to-day point of contact. Developed and implemented strategies to enhance customer experience and foster continuous growth. Renewals Management: Demonstrated strong renewals management skills in overseeing complex and critical renewals of contracts and subscriptions, ensuring client retention, managing revenue growth and resolving issues promptly. Strategic Planning: Developed and executed strategic plans, contributing to increased customer satisfaction and continuous growth. Collaborated cross-functionally to handle client requests, channel feedback, and communicate effectively. Global Business Development: Spearheaded global business development, managing consulting projects exceeding client expectations. Engaged with delivery teams to ensure consistent and accurate scoping of client delivery engagements. Product Knowledge: Supported client requests and collaborated with clients to define and solve problems. Applied expertise in overseeing accounts of custom closets, consistently improving customer satisfaction through conflict resolution. PROFESSIONAL EXPERIENCE

Everise Corporation, Inc.- Durham, NC (Remote) Customer Success Manager June 2020 – Present Leading customer relationship management, formulating and implementing tailored communication protocols for diverse customers, ensuring the highest standards of operational excellence, focusing on elevating experience, and fostering continuous growth.

Spearhead success for 100+ Fortune 500 accounts. Deliver exceptional service, proactive solutions, and efficient issue resolution, fostering long-term partnerships. Collaborate seamlessly across internal and client/partner teams (Zendesk, Hubspot, Salesforce) to streamline renewals, track KPIs, and ensure successful client interactions (QBRs, touchpoints) through industry-leading collaboration tools (Cisco CCWR, Connect Dots, MS Teams, Cisco Webex).

Champion client success by providing expert guidance and industry insights. Resolve escalations and ensure frictionless client interactions.

Onboard and train new customers, resulting in 12% increase in product adoption within the first 3 months.

Boosted customer satisfaction score by 8% through proactive communication, addressing concerns promptly, and exceeding expectations.

Work closely with cross-functional teams to address client requests and strategically channel valuable customer feedback.

Leverage data analysis to recommend improvements and ensure seamless contract renewals.

Manage and forecast renewal pipeline, achieving 95% of monthly renewal targets.

Partner with internal teams to solve client problems, promote service value, and build strategic OEM partnerships. MBNA Marketing, Inc.- Durham, NC (Remote) Customer Success Manager Aug 2013 – June 2020 Managed long-term client partnerships, maintaining retention and identifying new revenue opportunities to drive client satisfaction and success.

Drove Sales & Client Success in B2B environment: Exceeded sales targets while maximizing client satisfaction for a technical product. Proactively managed accounts and prospects through outreach, internal collaboration to deliver solutions, and data- driven analysis using CRM.

Monitored customer performance and identified growth opportunities, leading to a 10% increase in upsell leads from established customers.

Built and led successful outreach programs (e.g., product walkthroughs, team trainings) for customer success teams, fostering engagement and driving adoption.

Proactively mitigated risks and objectives for C-level and executive stakeholders, demonstrating excellent communication and problem-solving skills.

JOHN TETI 919-***-**** ********@*****.*** Page 2

Utilized data-driven insights to understand the entire customer journey, identifying opportunities to improve digital engagement strategies and retention.

Acquire an in-depth understanding of products, fostering excellent product knowledge crucial for effective client support through internal CRM tools including Gainsight.

Negotiated favorable contracts for clients, ensuring mutually beneficial agreements that secured long term partnerships.

Streamlined data reconciliation processes, resulting in 20% reduction in reporting errors.

Developed and delivered training programs to ensure team members possess the next skills and knowledge to excel in their roles.

EMI Industries, Inc. – Durham, NC (Remote) Renewals Manager Feb 2009 – Aug 2013 Responsible for driving sales growth, managing client accounts, and negotiating contract terms. Built strong client relationships, conducted sales calls, and ensured customer satisfaction through effective communication and strategic account management.

Led a team of stakeholder resources (Account team, service sellers, etc.) for all renewal activities from opportunity identification to negotiation and close.

Managed renewal efforts for a portfolio of products and services across assigned accounts.

Built strong relationships with customer executives and partners to understand objectives and accelerate value realization.

Leveraged customer and partner insights to co-create renewal sales strategies with the account team.

Contributed to business development by attending and presenting at internal meetings.

Audited market trends and competitor activity to provide relevant reports and stay informed.

Monitored customer performance and identified growth opportunities, leading to a 10% increase in upsell leads from established customers.

Advocated for clients in negotiations on pricing and terms, ensuring mutually beneficial contract agreements and long term partnerships.

Employed strong process leadership skills to develop and implement policies for renewal forecasting and data management.

Increased customer onboarding efficiency by 15% through the development and implementation of a standardized training program for new Renewals Managers.

Reduced training audit discrepancies by 20% by implementing a comprehensive review and revision process.

Monitored renewal pipeline and forecasts to mitigate risk and achieve financial targets.

Owned the full renewal lifecycle (forecasting, quoting, negotiation, order creation) in Salesforce, driving a higher renewal rate for resellers, VARs, and service providers by exceeding targets with strong negotiation, upselling, and mitigating customer risk through cross-functional collaboration.

CISCO SYSTEMS, INC. (Randstad Staffing) - RTP, NC (Remote) Service Delivery Specialist Aug 2005–Feb 2009 Drive strategic initiatives, oversee service delivery, and foster strong partnerships to optimize organizational performance. Leverages data-driven insights to improve efficiency, mitigate risks, and achieve business objectives. Collaborate with cross- functional teams to drive innovation, enhance customer experience, and ensure regulatory compliance.

Regularly communicate with leadership on potential impacts of emerging regulations on the organization’s operations.

Foster and maintain collaborative relationships with third-party vendors to ensure optimal performance and alignment with business goals

Actively participate in and lead cross-functional initiatives to drive innovation and achieve strategic objectives.

Oversee and optimize service delivery processes to guarantee exceptional customer experiences and meet performance targets.

Conduct in-depth analysis of revenue streams to identify areas for growth, cost reduction, and process improvement.

Cultivate and maintain strong partnerships with internal and external stakeholders to ensure alignment and effective collaboration

Develop and distribute comprehensive service delivery reports and key performance indicators to inform decision-making and measure performance.

Proactively identify, assess, and mitigate potential risks to service delivery to ensure business continuity and customer satisfaction.

Collaborate closely with sales teams to uncover new business opportunities and drive revenue growth.

Gather and analyze detailed information to define project scope and requirements for successful execution

Establish and nurture strategic partnerships with key industry players to enhance market position and drive business growth.

Provide timely and effective communication on project status, performance metrics, and potential challenges.

Implement process enhancements and technological advancements to streamline operational efficiency and customer satisfaction.

Identify opportunities to streamline workflows and eliminate bottlenecks to improve overall departmental performance. JOHN TETI 919-***-**** ********@*****.*** Page 2 EARLY CAREER

ACCOUNT MANAGER- MODERN SUPPLY CHAIN SOLUTIONS

INSIDE SALES REPRESENTATIVE- CLOSETEC, INC.

EDUCATION

Bachelor of Science in Business Administration - Online Endicott College, Beverly, Massachusetts

Expected Graduation: May, 2026

TECHNICAL SKILLS

CRM Platforms: Salesforce, HubSpot, Zendesk, Gainsight, Connect the Dots Collaboration Tools: Microsoft Teams, Cisco Webex Teams Data Analysis and Reporting: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Network Infrastructure: Cisco CCWR

Contact this candidate