Success Manager Customer

Haydn A. Hirn

Royal Oak, Michigan • *********@*****.*** • 248-***-****

LinkedIn.com/in/haydn-ah/

CUSTOMER SUCCESS MANAGER SUMMARY

Results-driven customer success manager with 5+ years of experience in technical issue resolution, business analytics, and enterprise account management across the technology and manufacturing industries

Collaborative and personable self-starter with expertise in bridging communication gaps to streamline processes and resolve escalations, delivering impactful results across diverse business units and cross-functional teams

Strong track record of building productive relationships, driving customer satisfaction, and managing complex projects

PROFESSIONAL EXPERIENCE

Terminal Supply Company, Troy, Michigan (Remote) Jan 2025 – Present

Inside Sales Account Manager

Manage a book of 200 accounts across Norh Carolina, New Jersey & Alaska territories. Grew territory by 3 accounts in the first month with $2,500 in net new sales.

Prospect new customers and grow territories by two net new accounts per month.

Sold $41,000 in the first month of selling against $30,000 sales target. Sold $86,000 against a $45,000 sales target in second month selling

Nielsen IQ, Royal Oak, Michigan (Remote) Aug 2022 – Sep 2024

Client Manager – Packaging Vertical Lead

Manage servicing of $3.5M book of business and held 90% renewal rate in parallel with development of 30 accounts, delivering high value to customers with 9.1 NPS score

Identify 15 leads and present analytics platform to prospective clients, closing $200K in booked revenue in H1 24’

Create cohesive performance overviews with actionable insights for 500+ underperforming products across 6 categories, leading to $1.2M in annual sales lift across clients

Orchestrate and manage deployment migration for 8 client databases from legacy platform to NIQ Discover, achieving 100% of key milestones and data quality goals

Direct quarterly business reviews & joint business planning engagement with 5 key clients, driving 90% renewal rate

Establish new customer onboarding process within packaging vertical, increasing platform adoption by 15% monthly

Spearhead and execute cross-functional project to resolve database coding issues and improve data analytics accuracy for largest client, ensuring high satisfaction and renewal of $600K annual revenue

Revitalize contract for $500K annual revenue client by facilitating cross-functional resolution of data reporting issues during platform migration, resulting in uncontested RFP and cross-selling of additional $30K feature

Fast Radius, Inc, Chicago, Illinois May 2021 – Jul 2022

Account Manager Apr 2022 – Jul 2022

Orchestrated full B2B sales cycle for selling custom plastic and metal parts on 15 projects ranging from early-stage prototypes to 100K+ item production runs

Established multi-year partnerships with 3 large enterprises and recurring outsourcing orders by providing 3D printing, injection molding, CNC machining, and metal forming capabilities, generating $50K in revenue annually

Sold $80K of booked revenue across core manufacturing technologies during ramp Q2, exceeding sales target by 50%

Managed a team of PMs and engineers to provide design-for manufacturing feedback and drive business in industries including industrial, automotive, medical, consumer products, and robotics

Integrated and promoted software to all customers to streamline order placement, production, and logistics processes

Accelerated delivery of critical project parts by 40% and built trust with client, leading to $30K purchase order

Led project redesign with engineering team to meet client budget, winning bid with 30% profit margin on $50K order

Secured hard-to-find manufacturing material for client through local suppliers, securing purchase order of $12K

Client Success Manager May 2021 – Apr 2022

Managed $5M+ SMB and enterprise book of business by ensuring timely and accurate delivery of 6-10 orders weekly

Collaborated with team of 9 across sales, engineering, and supply chain to meet order requirements and costs

Maintained 4.4/5 NPS score through timely order corrections and transparent customer communication

Created custom shipment schedules with external suppliers to meet 25 customers’ production requirements, achieving on time delivery rate of +85%

Drove customer success service level initiative for rules of customer engagement standards for team rollout, resulting in .02 increase of overall team NPS score

Mintel, Chicago, Illinois Dec 2019 – May 2021

Client Success Manager – CPG

Delivered and presented competitive market analysis of target product for client, resulting in launch of 4 new products and contract renewal valued at $100K annually

Held 95% renewal rate against 92% goal in parallel with account management on $3.2M book of business

Successfully drove $65K in subscription upgrades within mid-market CPG client base

Created insightful analysis for 25 clients using data from internal products and services including consumer attitudes & behavior, new product innovation, flavor & ingredient tracking technology, and further analytical resources

Drove data-driven category insights for client's new product development team to bring new products to market

Onboarded, trained, & lead customers through SaaS market research tools, increasing quarterly adoption by 10.5%

HomeX, Chicago, Illinois Feb 2019 – Dec 2019

Membership Specialist Mar 2019 – Dec 2019

Managed and grew home advocate new client base by 2%, equating to $20K in net new sales

Built tool for capturing membership activity data, resulting in decreased contract cancellations by $40K

Managed & built workflows for collections process of past due contracts, leading to $4K in monthly revenue

Prepared training materials & documented official SOPs for membership specialist role

Customer Solutions Specialist Feb 2019 – Mar 2019

Guided 10 customers daily through virtual booking tool & diagnosed root cause of issue for field technicians

Built out processes and platform for end user testing, supporting product development initiatives

EDUCATION

Michigan State University: Bachelor of Science in Food Industry Management May 2016

SKILLS, CERTIFICATIONS, & INTERESTS

Software: Oracle Business Intelligence, Salesforce, Excel, PowerPoint, PLEX ERP, SAP Business Objects & Business Intelligence, Nielsen Suite (Retail Measurement, Homescan panel, Omnishopper), Mixpanel, Looker, Google Trends, Zen Desk, Google Analytics, Google Sheets, Successware, IRI, Lightspeed, Mintel's suite of syndicated data products (GNPD, Market Sizing, Purchase Intelligence, Menu Insights, Consumer Reports), ACT!, AS400, Salesforce, Metabase, Smartsheets, Edrawings, Outreach, LinkedIn Sales Navigator, ZoomInfo, Microsoft Dynamics, Power BI, SalesLoft, Qualtrics,Act, AS400

Technical: Data Visualization, Presentation Building, Data Storytelling, Analysis, Data Mining, Lean, Six Sigma, Agile

Certifications: NielsenIQ Discover -RMS (Retail Measurement), Consumer Panel (CPS Home Scan), NielsenIQ Business Drivers, Mintel GNPD, Mintel Purchase Intelligence, Google Analytics Certification, Certified Associate In Project Management (CAPM) - In Progress, Expected Completion: July 2025

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