Customer Success Manager

Richard Brown

Strategic Customer Success Manager Client Success Manager

**** **** ****** ***, **** 940 Las Vegas, NV 89123 623-***-**** **************@***.*** https://www.linkedin.com/in/rlbrownitprofessional/ Professional Summary

Strategic and customer-centric Senior Customer Success Manager with over a decade of experience supporting enterprise clients in achieving measurable outcomes through SaaS, software, cloud, and data-driven platforms. Proven track record of driving adoption, accelerating time-to-value, reducing churn, while increasing annual recurring revenue through consultative upselling and cross-selling, producing a net positive ROI. Skilled at developing tailored Customer Success Plans, managing complex renewals, and fostering account expansion across enterprise and strategic portfolios. Adept at cross-functional collaboration with Sales, Product, Engineering, Operation, and Professional Services to ensure customer success and influencing roadmap development. Developed Success Criteria’s and Strategic Initiative’s to bridge product value to business outcomes. Produced long-term customer satisfaction by combining deep customer empathy with a data analytic driven mind-set. Providing deep understanding of each customer’s business objectives, challenges, and strategic initiatives to provide tailored solutions that drive value. Proactively identify and mitigate risks, optimize customer health, establishing that trust cross functional collaboration to improve the customer experience. Highly adaptable in complexed fast paced and dynamic environments to include Public Sector, Start-Ups, Mid-Market, and Enterprise Commercial accounts. Skilled in exceeding all KPI metrics while leading mission critical initiatives, driving customer satisfaction, loyalty, advocacy and retention. Proficient, detail-oriented and articulate at managing the full customer lifecycle. Facilitating Executive Meeting and sitting on Strategic Advisory Boards. Obsessed in building lasting relationships, becoming that trusted advisor for key critical stakeholders and C-Suite. Successfully led and executed complexed, global, multi-state and enterprise implementations while building a network of advocates within a portfolio of customer accounts. Delivering customer excellence to enable long term success through strategic alignment, value first strategies and outcome focused collaborations. Work Experience

Splunk Inc Phoenix, AZ

Customer Success Manager January 2020 - January 2024

• Promoted from Engagement Manager to Customer Success Manager due to successfully collaborating with Sales to land and close deals.

• Owned and Managed 80+ enterprise accounts, including 29 state, education, local govt. agencies, public sectors and 20 top-tier commercial accounts.

• Managed a $25M+ ARR book of business, using high-touch scalable strategies, mitigating churn through lifecycle tactics, increasing the CSAT to 93%.

• Increase ARR by 40% through strategic upselling and cross-selling via tailored Customer Success Plans and employing strategic proactive strategies.

• Increased product adoption by 30% and led expansion initiatives by identifying cross-functional use cases during QBRs and EBRs.

• Attained 30% in product adoption through proactive upselling and cross-selling and renewal strategies securing multi-year renewal agreements.

• Increased time-to-value by 60% by owning the onboarding process and working with team members to continue the customer journey towards adoption.

• Reduced churn by 40% through predictive analytics, health scoring, and early risk mitigation strategies across 80+ enterprise accounts.

• Sustained a combined $100M GDR portfolio, maintaining a combined 95% retention, while relentlessly growing complex strategic enterprise accounts.

• Maintained 360 customer visibility by creating data dashboards, monitoring trouble tickets and creating performance KPIs to anticipate risk and churn.

• Achieved 100% renewal success rate and 93% retention through proactive lifecycle management, EBRs, and success planning.

• Achieved 60% faster onboarding and 40% higher adoption in first implementation phases through newly created scalable adoption frameworks.

• Created and standardized cross-functional tools and playbooks across CS org to scale excellence and drive efficiency and repeatability.

• Captured customer feedback to identify growth and adoption opportunities and informed Product & Managed Service of improvement initiatives.

• Created and executed tailored Customer Success Plans to align product capabilities with client KPIs and desired business outcomes.

• Collaborated with cross-functional teams in solving customer challenges, sharing learnings to continue in customer success journey towards adoption.

• Proactively seek customer feedback and testimonials to showcase customers success stories and satisfaction in products and services attained.

• Developed and Led initiatives to accelerate time-to-value and product value realization by mapping use cases to customer business goals.

• Developed and improved evolving processes, reporting, and presentations to optimize success plans and clearly show true value proposition. Cisco Systems Phoenix, AZ

Service Delivery Manager May 2016 - December 2020

• Promoted from Program Manager to Customer Success Manager before being promoted and assuming the Service Delivery Manager position.

• Managed 60+ enterprise accounts, using high-touch relationship management to build trust and increase account depth horizontally and vertically.

• Maintained 95% NPS score by optimizing customer engagement and delivering consistent value across 11 state public sector regions.

• Managed $20M+ ARR portfolio, ensuring retention, renewals, and expansion within private, SLED, commercial, government and education sectors.

• Increased a 55% profit margin by identifying new business opportunities and expanding account revenue streams and customer experience.

• Partnered with executive stakeholders to align Cisco adoption with clients’ strategic business objectives, improving retention by 40%.

• Built a $20M annual pipeline using innovative strategic service expansion, platform adoption strategy and use case development.

• Delivered ongoing executive stakeholder engagement to ensure alignment with strategic initiatives and product roadmap priorities.

• Led over 36+ on site QBRs, EBRs, IAPs and internal JAPs sessions, to show how we’re bridging the products value to business strategic initiatives.

• Reduced Churn by 40% through proactive customer health checks, data analysis, EBRs, Advisory Boards, and one-on-one strategic touchpoints.

• Proactively identified issues and risks while being the key escalation point, guiding the team in prompt resolution on all complex challenges.

• Facilitated 100% on-time renewals using CS playbooks and success planning and methodical forecasting across all assigned accounts.

• Trusted advisor during implementation, coordinating with Professional Services and consulting resources to streamline onboarding.

• Abridged 60% of the customer onboarding learning curve by developing scalable training materials and engagement programs.

• Driving resolution cross functionally, independent of leadership involvement, ensuring alignment with customer goals and outcomes.

• Stabilized critical accounts through leading structured Critical Account Program, resolving high-priority issues to maintain brand integrity.

• Scaled client success and amplified the client experience by driving synergy and accountability across cross function teams, achieving 90% CSAT.

• Developed renewals practices through collaboration with Sales, aligning value realization with renewal timelines, securing long-term customer loyalty.

• Managed high-value, complex, and strategic partnership accounts, driving retention and expansion across all accounts, employing CS best practices.

• Influential in high-value relationships by being the voice of the customer and aligning business objectives to the customer’s definition of value.

• Proficient in data analytic to expose use cases, identify business needs to align solutions to customers success criteria’s & business objectives.

• Monitored key KPI’s indicators, exceeded all customer retention targets, increased account growth, uncovered new opportunities for upsell predictions. Apollo Group Phoenix, AZ

Senior IT Project / Program Manager July 2012 - May 2016

● Decommissioned 1,800 servers, retired 1,000 VMs, migrated 800 servers, and successfully led a major data center consolidation initiative.

● Improved real-time monitoring by implementing Splunk analytics and NICE 4.1 systems, enhancing visibility and system performance.

● Achieved 91% CSAT through resolving 1,000+ customer support tickets and streamlining internal & external CMDB change management process. Additional Experience

American Express Senior Project / Program Manager

• Led the architecture and execution of 509,000 sq ft of DC2015 Data Center Core, Distribution & Access Layer, securing global hosting capabilities.

• Enabled high availability and disaster recovery readiness to improve hosting capabilities for the AMEX Minneapolis Data Center.

• Increased the DC2015 security operational functionality and scalability of the network architecture security utilities requirements. Arizona Public Service Senior Project / Program Manager

• Managed a multi-state network upgrade across 300+ sites, improving connectivity for over $1M+ customers within a multi-state wireless upgrade.

• Directed a statewide substation buildout, integrating over 25 independent systems to enhance the capacity and resilience of three substations.

• Reconfigured network architecture to effectively isolate the Secured Power WAN from the Local WAN, ensuring enhanced security and performance. Tri-West Healthcare Alliance Senior Project Manager - (Security Clearance)

• Established PMO objectives, standards, and processes for large-scaled, enterprise programs, while executing complexed multistate-wide IT programs across multiple business units and cross functional teams, supporting statewide initiatives and accounts.

• Led cross-functional teams to deliver on complexed high-impact projects, delivering on time and within budget to meet contractual obligations. Network Infrastructure Corporation Senior Project Manager

• Implemented and managed the IT infrastructure development of the 32 Seven Canyon custom multimillion-dollar luxury villas, establishing a one-of-a- kind premier 5-star IT community retreat with outstanding world-class amenities.

• Executed IT solutions for a Casinos, International Raceway, and School District Main Office, realizing a 35% gross profit margin across 90% of all projects. General Dynamic / Signal Solutions Senior Information Technologist / Project Manager - (Security Clearance)

• Led the modernization efforts for the I3MP - Installation Information Infrastructure Modernization Program and Defense Communications Systems, enhancing secured data access across military installations for five Active-Duty Units worldwide to transition and enhance legacy infrastructures.

• Managed Secured Classified Projects supporting the Presidential White House Communication Staff initiatives and strategic objectives.

• Managed the Global Military Expeditionary, Joint and Combined Forces to impact the warfighter's ability to obtain secure access to critical data. Booz Allen Hamilton Senior Technical Engineer / Project Manager

• Directed the implementation of the firm's IT infrastructure for over 80 offices across 6 continents, enhancing global operations, business acumen.

• Negotiated and administered IT vendor contracts and service agreements while developing metrics goals to show quantified and sustained results.

• Developed and managed the firm first Video Dept. and Global Cellular Dept. for Commercial, Government, and Corporate, supporting a global platform. Skills

• Customer Success & Retention - Churn Reduction, Net Promoter Score, Customer Health Scores, Success Plans, Logo & Customer Retention

• Account Management - Relationship Building, Relationship Management, Executive Stakeholder Management, Driving Strategic Initiatives

• Business Growth & Revenue Expansion – Net Positive ROI Driven, Upselling, Cross-Selling, Renewals, Developing Growth & Expansion Strategies

• Customer Engagement & Onboarding - Product Adoption, Customer Training, Success Planning, Education Training, Customer Enablement

• Documentation & Presentations - (IAPs) Integrated Account Planning, (EBRs) Executive Business Reviews, (QBRs) Quarterly Business Reviews,

(JAPs) Joint Account Planning, (RCAs) Root Cause Analysis, Status Reports for: Managers, Technical and Executive, SOWs, RFPs, Playbooks, SLAs.

• Data Analytics & Performance Metrics - KPIs, Forecast Modeling, CRM Dashboards, Synthesizing Data Collection, Performance Analytics.

• Project & Program Management - Risk Mitigation, Process Improvement, Release & Conflict Management, Support Escalation, Project Governance

• Technical Expertise - Serverless, Platform as a Services (PaaS), Infrastructure as a Services (IaaS), Software as a Service (SaaS), B2B, C2B, C2C, CCM, Cloud Computing, Cybersecurity, Networking, AI,Multi-Platform Application Re-Hosting Solution (MARS), Application Programing Interface (APIs), Experience with Salesforce platform (SFDC), Managing CS Lifecycle, Forecasting, Analytics Solutions, Renewal Tracking, Wireless, Microsoft, Azure, AWS, Google Cloud, IBM, Hybrid, Multi, Fed-Ramp, Private & Public Cloud Services, Snowflake, CTI, WAN Optimization, SD-WAN, MPLS, SFDC.

• Tools & Platforms - Salesforce, Gainsight, SAP, Google Workplace, Workday, Microsoft, Dynamics 365, Deltek, Trello, ServiceNow, Airtable, Tableau, Jira, Splunk, Dynatrace, Datadog, Snowflake, Smartsheet, Excel, Survey Monkey, CRM, LMS, ERP, Google Suite, PowerPoint, Microsoft Office Suite, Quip, Slack, MSPs, MSSPs, Trello, Qualtrics, SkyNet, Zendesk, ERP, Confluent, Web-based Emergency Operations Center (WebEOC), Confluent, Data Applications, Storage, Cloud Computing, Networking, Security, Cybersecurity, CMDB, Active Directory, Information Technology Infrastructure Library, IT Service Management, IoT, Cisco’s/Splunk Networking, Security, Observability portfolios, etc. Attributes

Providing White Glove Customer Success Experience, Developing Customer Success Plans & Journey Maps, Delivering Consultative and Strategic Approach, Securing Renewals, Interpersonal Communication Skills. Influential Story Teller, Exploiting Growth Opportunities, Driving ARR and NRR, Identifying Expansion Opportunities, Up-Selling, Reducing Time-to-Value, Onboarding, Adoption, Forecasting, Risk Mitigation and Risk Management, Churn Reduction, Solving complex challenges and issues, Producing playbooks, Enterprise Account Management, Success Planning, Program & Project Management, Root Cause Analysis, Value Realization, Establishing Lasting Partnerships, Proactive and Adaptable, Metrics Data Analytic Driven, Customer Lifecycle Management, Employing Change Management and Strategic Business Alignment, Implementing Best Practices, Client Enablement, Fully Accountable and Owning the impact and outcome, Successful in Building Lasting Outcome-Based Relationships, Developing Strategic Business Objectives, Account Management, Data Mapping, Escalation Management, Business Relationship Management, Influential Customer Advocate, Erecting Credibility and Trust with Customers and Internal Stakeholders, Mentor & Assist Team Members, Influential Leader, Process Improvement, Analytical Thinker, Producing quantitative ROI, Cross-Functional Collaborator, Adaptable and Flexible, Team Oriented, All-Encompassing Technical Background, Problem Solver, Process Improvement & Development, Exemplifies Business Acumen, Process Automation, Collaborative, Employing Data Driven Strategies, KPI Reporting, Exploiting Best Practices, Knowledgeable in IoT, AI, Cloud Services Architectures, SaaS Solutions, Cybersecurity, Networking, Security, etc. Education

Enterprise Network Professional Stratford University

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