Customer Success Program Manager

CRAIG S. HARTWIG

Mount Dora, FL 954-***-**** **************@*****.***

TRUSTED CUSTOMER SUCCESS EXECUTIVE

Senior Solutions Architect • Technical Program Manager • Head of Professional Services Enterprise Solutions • Scalable Solutions • Customer Advocacy • Operational Excellence Increased Retention • Enhanced Service Offerings • Built Managed Services • Drove Innovation Project Management Professional (PMP) Certification • IBM iOS Administration Certification WORK EXPERIENCE

Precisely Software, Inc.; Remote 2007 - present

Solution Architect / Principal Customer Success Manager May 2020 - present

● Increased customer retention by 20% via targeted initiatives and consultative support strategies.

● Secured $4.5M/year from a high-value customer portfolio, yielding 30% YoY growth.

● Just last year, negotiated and closed (2) $1M managed services contracts, a 35% increase in services revenue.

● Contributed to a 20% growth in annual service revenue by scoping and preselling technical solutions in collaboration with Account Executives.

● Accelerated customer decision-making by building value-driven Professional Services bundles with net new clients closed within 6-12 months and renewals completed in under 2 months.

● Achieved an 87% renewal rate while serving as the primary technical advisor and trusted partner across sales and renewal cycles, advancing both sales velocity and retention.

● Delivered proof-of-concept solutions tailored to client pain points, influencing adoption of Precisely’s data integrity products and services.

● Operated as SME for internal teams and clients, communicating product value, roadmap alignment, and industry best practices.

● Partnered with the Director of Managed Services to scale operations globally, including workforce planning and expanded support for iOS and new product lines.

● Contributed strategic recommendations to leadership to ensure long-term health and scalability. Principal Advisory Consultant / Solution Architect July 2016 - May 2020

● Created a $4M+ recurring revenue stream by designing and deploying a scalable Managed Services (MS) offering with tiered pricing and bundled incentives.

● Drove 20%+ annual growth YoY in net new MS customers while maintaining an 87% renewal rate, supporting long-term account expansion and customer success.

● Led technical presales engagements, partnering with Account Executives to scope solutions, deliver compelling POCs, and position professional services to accelerate buying decisions.

● Built trusted advisor relationships with enterprise clients and channel partners, aligning product solutions to business-level outcomes (BLOs) and strengthening long-term retention.

● Collaborated with the SVP of Services to formulate a targeted go-to-market strategy.

● Played a key role in expanding product expertise across the portfolio, including the integration of Quick-EDD following the acquisition of Trader’s Software.

● Served as the lead subject matter expert on enterprise client engagements, ensuring the delivery of tailored, high-value technical solutions that met customer objectives. Director of Professional Services / Practice Manager June 2007 - July 2016

● Led a 23-member professional services team supporting small-to-midsize business clients, overseeing staffing, performance reviews, and team development to drive delivery excellence.

● Directed full P&L ownership for the SMB services segment, aligning service delivery with business growth targets and profitability goals.

● Launched the company’s first managed services offering for high availability (HA) products, personally securing 108 of the first 120 MS clients, laying the foundation for recurring revenue.

● Streamlined and restructured service offerings for the iSeries product line, improving service delivery efficiency and expanding market alignment.

● Served as SME and technical team lead for presales, scoping custom professional and managed services engagements, including detailed SOWs, pricing models, and cost structures.

● Designed and delivered annual customer training programs and monthly educational webinars for clients and partners, building product knowledge and reinforcing service value.

● Played a key role in expanding product expertise with iTera HA following corporate acquisitions, facilitating smooth integration and knowledge transfer across teams. EDUCATION

Southwest Missouri State University

Bachelor of Science, Industrial Engineering & Computer Science TECHNOLOGIES, CERTIFICATIONS, SKILLS

Technologies: Office365 • Word • Excel • Powerpoint • IBM iSeries administration • Help Systems Products • Robot • Sales Force • Dynamics 365 • Xactly • Netsuite • PSA • Tableau • UltiPro • Mimix HA • iTera HA • OMS/ODS • Quick-EDD • Connect CDC • Mimix for AIX • Power HA • SaaS • JDE World • One World • SAP • Harris CAD • AutoCAD • Engineering Software Development • Jira Confluence • VMware • Google Cloud Platform • AWS • Azure • ServiceNow Certifications: Project Management Professional (PMP) Certification • IBM iOS Administration Certification

Skills: Customer Success Strategy • Technical Program Management • Professional Services Leadership • Managed Services Development • Enterprise Solution Architecture • Client Retention

& Renewals • High-Value Account Management • Strategic Presales & Scoping • Proof of Concept

(POC) Delivery • Consultative Selling • Cross-Functional Collaboration • Revenue Growth Strategy SaaS Customer Lifecycle Management • Stakeholder Relationship • Technical Roadmap Alignment Product Adoption Enablement • Team Leadership & Mentorship • Global Operations Scaling Workforce Planning • Channel Partner Engagement • Business-Level Outcome Alignment Statement of Work (SOW) Development • Tiered Pricing Model Design • P&L Ownership • GTM Strategy Formulation • Acquisition Integration • Training & Enablement Programs • Value-Based Selling • Customer Onboarding & Education • Data Integrity Solutions • Product Portfolio Expansion Recurring Revenue Growth • Service Delivery Optimization • KPI Tracking & Reporting • Contract Negotiation • Strategic Account Expansion • Technical Evangelism

Contact this candidate