Lead Customer Success Manager Resume Title

Dustin Leaders

262-***-**** West Bend, WI **************@*****.***

LEAD CUSTOMER SUCCESS MANAGER

Team Leadership & Mentorship - Client Relationship Management Cross Functional Collaboration and Product Adoption Dynamic Lead Customer Success Manager with over 18 years of experience in Account Management, Sales Team Development & Management, Project Management, Business Development, Call Center Operations, and Customer Success. Skilled in mentoring teams, driving client satisfaction, and ensuring seamless onboarding to post-launch support. Proven ability to collaborate with Sales and Marketing to boost product adoption and client engagement. Proficient in CRM systems like Salesforce.com and data analytics tools. Known for a positive attitude, calm under pressure, and making data-driven decisions. Passionate about improving financial wellness and boosting productivity, and thrives on making the impossible now possible. CAREER HIGHLIGHTS

● AT&T Diamond Club: Top 1 % in the nation for a Fortune 50 company . Most prestigious honor awarded by this Fortune 50 company given to the ELITE 1% top individual performers. Top 1% nationwide for 2 years. Top 10% for 8 years.

● TEAM Growth Leader: Successfully expanded specialty team’s headcount from 4 to 41 representing a 925% increase, by effectively developing sales skills and driving team performance through targeted training and development initiatives.

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● ORGANIZATIONAL Project Leader -Total Revenue Growth: Increased AT&T's mobile revenue growing by 400% for entire small business & mid-market call centers at national level, overseeing 13 call centers and 500+ reps. This was done by leading a 7+ year project that integrated advanced sales training and strategic management, creating a specialized sales team and a nationally adopted model that quadrupled company revenue.

● NATIONAL SPOC: Acted as the key liaison between AT&T business landline and wireless divisions for 10 years, recognized as a subject matter expert. Conducted remote training, resolved escalations, and supported 50+ call center sales coaches nationwide and 500+ front line business solutions sales and service reps. Trusted by senior management for handling major mobile sales opportunities due to past 10-year unmatched Mobility Sales. WORK EXPERIENCE

AT&T Business - Brookfield, WI March 2013 - May 2023 SPECIALTY LEAD-HYBRID:

SALES DEVELOPMENT - PROJECT MANAGEMENT - CUSTOMER ESCALATIONS Overseen specialized projects & initiatives combining roles in sales development, project management, and customer service. Leading specialized teams, strategizing sales efforts, managing project planning, testing, and execution. Handling customer service escalations to ensure overall business business success & customer satisfaction.

● Spearheaded training and growth of AT&T’s first Specialty Mobility Sales team to help grow a model to be used later for the entire U.S. business call centers division, leading to a 400% increase in revenue at AT&T’s Organizational level.

● Collaborated on national AT&T wireless project, driving organizational level sales up by 86% for the entire U.S business call center division for this Fortune 50 business

● Developed a lead training programs, resulting in a 74% increase in sales effectiveness Designed sales scripts, increasing successful pitches by 30%.

● Collaborated with Regional sales managers to achieve 300% growth in 2 years ● Led system enhancement testing and streamlined processes, improving efficiency by 15% and reducing handling by 20%, which increased customer satisfaction CRIFT scores by 27%. ● AT&T Business - Pewaukee, WI March 2003 -March 2013 BUSINESS SOLUTIONS SALES AND SERVICE REPRESENTATIVE Responsible for selling AT&T business products and services while providing excellent customer service. Identifying customer needs, offering tailored solutions, and ensuring customer satisfaction through effective communication and problem-solving. Manage customers accounts and address any issues or concerns to maintain long-term business relationships.

● Received recognition as elite top 1% performer in the nation for Fortune 50 Company ● Managed a portfolio business clients providing tailored solutions to meet their communications and technology needs

● Exceeded sales targets by 70% through strategic prospecting and effective relationship building techniques

● Resolved customer escalations achieving highest satisfaction scores at 99.7% in center.

● utilized CRM software to track sales activities, customer interactions and follow-ups EDUCATION

MATC - Mequon, WI

Associates – Business, December 2000 - Incomplete

Project Management - Milwaukee, WI March 2024 Microsoft Sponsored Gener8tor Skills - Project Management Certificate

PROFESSIONAL SKILLS

● Team Leadership and Mentorship : Ability to guide, train, and support a team of Customer Success Managers, fostering a culture of continuous improvement and excellence. ● Client Relationship Management : Expertise in managing a portfolio of accounts, overseeing maintenance, growth strategies, increased profitability, and overall client satisfaction.

● Cross-Functional Collaboration : Experience working closely with Sales, Marketing, and other teams to support product adoption, enhance engagement, and drive scalable growth. ● Project Management : Skilled in managing client escalations, defining action plans, and ensuring effective project execution for client retention and resolution of initiatives. ● Data Analytics : Proficient in using data analytics to track, analyze, and execute team performance metrics, ensuring continuous progress towards KPIs.

● CRM Proficiency : Expertise in using CRM systems such as Salesforce.com to manage customer data, compile reports, and make data-driven decisions.

● Strategic Planning : Ability to develop and implement strategies aimed at boosting product adoption, enhancing engagement, and driving growth.

● Sales and Account Management : Experience in leading pipeline reviews, analyzing performance metrics, and developing actionable plans to accelerate account conversion. ● Problem Solving and Decision Making : Strong analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions.

● Communication and Negotiation : Excellent verbal and written communication skills, along with proven negotiation skills to handle time-sensitive customer issues calmly and effectively.

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