Customer Success Manager

MAURA-LYNNE ROSS

**********@*****.*** LinkedIn Profile 973-***-****

CUSTOMER SUCCESS MANAGER

PROFESSIONAL SUMMARY

Customer Success Manager with a decade of customer-facing experience guiding SMB and enterprise clients. Skilled at collaborating with C-suite executives and stakeholders. Increased B2B AdTech sales by $3.4M within six months by employing a prepayment option and 290 activations over three years. Trusted advisor with over seven years of combined account management and customer success providing outstanding solutions and simplifying complex issues. Managed a portfolio comprised of 117+ MarTech accounts with an average ARR of $400k+ and a minimum of 21 enterprise clients. An advocate who seeks to drive growth and innovation for organizations by leveraging their diverse industry expertise.

PROFESSIONAL EXPERIENCES

STRATEGIC SKILL DEVELOPMENT & CONSULTING – NJ FEBRUARY 2023 – CURRENT Customer Success Manager ~ Focused on self-driven professional development, strategic consulting, and leadership. Accepted offer for CSM role rescinded in March 2023 due to elimination of position and department followed by company dissolution.

Cultivating expertise in project management principles, practices and generative AI for leadership through targeted online learning.

Completed technical skills training of Zendesk and NVIDIA while exploring courses on business intelligence tools. GREEN STREET – NYC, NY MARCH 2022 – FEBRUARY 2023 Customer Success Manager ~ Orchestrated initiatives via training, expansion, advocacy to ensure satisfaction and retention. Leading commercial real estate intelligence and analytics entity with ~ $64.9M annual revenue, dedicated to help drive informed decisions.

Drove 15% revenue growth for a $9.3M real estate portfolio through strategic collaborations over ten months.

Managed high-value strategic client portfolios that included 10 enterprise accounts worth $4.2.M+ = ARR.

Landed a 141% ARR growth by securing an $810k 2-year contract from nurturing relationships with executives

Conducted 16 video webinars and demos in nine weeks and oversaw API integration following the new two-year contract.

Championed CS Team’s input for GTM Rent Comps launch, driving 23% customer adoption within 90 days of its debut using Gainsight.

Attained an 86% onboarding rate TTV of four months, surpassing the 75% target by sharing best practices and training users.

Delivered a NPS = 95 exceeding an 85 target, by prioritizing results through data-driven strategies and product expertise.

Maximized CSAT score = 98% on a target of 90% by providing tailored solutions.

Secured an 87% retention rate against an 80% quota through regular QBRs and EBRs to discuss future goals and milestones. XANDR – NYC, NY NOVEMBER 2017 – FEBRUARY 2021

Customer Success Manager/Senior Financial & Data Analyst ~ Ensured access to resources via SaaS model. Laid off due to Covid19. Xandr (formerly AppNexus) ~ $280M annual revenue AdTech/MarTech co. optimizes ad campaigns via SaaS cloud tech, exchange.

Reduced AdTech activations from 14 to 3 days and cut churn by 9% in 6 months using a prepayment option implemented in 2018.

Developed success plans for clients generating over $6.1M MRR in 1Q20, mitigating economic vulnerabilities from COVID-19.

Persuaded executives to adjust fees and pricing, mitigated $742k+ exposure. Results hit KPIs in 4Q20 to restore original fees and prices.

Streamlined processes by creating playbooks and templates by serving as Administrator of weekly SFDC reports on KPIs.

Boosted renewals using Salesforce automation exceeded a 93% rate on an 85% target over two years.

Renegotiated renewals in partner with Account Managers to 11% higher TCV on four accounts with the fifth retaining original terms.

Authored case study for a pre-payment targeting SMB and enterprise vertical expansion yielded a 218% revenue increase in FY2019. APPNEXUS – NYC, NY FEBRUARY 2017 – JUNE 2017

Product Specialist (Returnship) ~ Served as link between teams and leveraging expertise for effective issue resolution. AdTech empowered advertisers, publishers, and digital experts to optimize campaigns by enhancing their impact on their audiences.

Developed playbooks and training videos, reducing response lag by 12% and escalations by 36% ahead of customer timelines.

Resolved 10-25 customer issues daily, exceeding expectations with effective time management skills.

Decreased customer churn by 8% through continuous process improvements and enhanced client relationships. CONSULTANT – NJ & NY MAY 2015 – AUGUST 2020

Volunteer / Editor/ Caregiver/ Finance Coach ~ Fostered solutions, influenced positive change in various activities.

Organized digital media for event attended by 1,196+ people over three months helped 185+ folks to secure government aid.

Authored, reviewed blog posts as Editor to deliver 32% growth annually for over seven years and completed Digital Fellowship.

Delivered strategic consulting projects, including successful 75%-win rate managing local political campaigns in 2012 and 2016 seasons

Coached 48 women on establishing a professional online presence over ten weekly sessions showcasing excellent communication skills. SIGNIFICANT CAREER ACCOMPLISHMENTS

PHILIP MORRIS USA – NYC, NY

Credit Manager ~ Minimized risks to advance profitability and revenue growth. A division of Altria Inc. and Philip Morris Intl., a Fortune 500 international corporation that produces consumer goods.

Eliminated extended payment terms for 2,135+ accounts and redirected $50M to R&D by shifting 52% + of base to zero-day terms.

Scaled account management of 481+ US clients lent to $167M target revenue during a 13-month project conversion. MERCK-MEDCO – FRANKLIN LAKES, NJ

Senior Financial/Data Analyst ~ Drove key strategies and initiatives via analysis. US Pharmacy Benefits Management Co (PBM), (currently Express Scripts) served diverse clients with solutions.

Identified 64% of clients to upsell health programs. Helped drive adoption to 50%+ with Marketing and Sales Partners.

Delivered 90+ in person reviews to 128 entities over three years with solutions yielding 16%+ ARR and 7.7%+ average annual savings. SKILLS

MS Office & Teams, Google Suite, Slack, Salesforce Lightning, Gainsight, JIRA, Trello, Zoom, Confluence, BOX, HubSpot EDUCATION

BACHELOR OF SCIENCE – ACCOUNTING, CUM LAUDE RUTGERS UNIVERSITY

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