Expert Details
Customer Success Methodologies
ID: 739189
Illinois, USA
In his current role, Expert is responsible for complementing his Company's innovations, capabilities and customer success methodologies for key strategic customer accounts in the Strategic Central region, thereby driving higher business value and executive alignment between Company and Strategic customers. Prior to this, Expert had a dual role that allowed for strategic oversight and pursuits across all enterprise regions as they relate to customer success by partnering with solutions, sales and customer success leadership, as well as the customer success leader for the healthcare vertical for the Modern Applications Business Unit that oversees all healthcare customers from onboarding to renewal.
SKILLS & CERTIFICATES:
• Okta Professional
• Okta Administrator
• CCSM Levels 1-4
• SAFe 4.0 Agilist
• Gainsight
• CF CLI
• Microsoft Office Suite
• SalesForce.com
• Pivotal Tracker
• Jira
• Rally
• Oracle
• PSA
• Concur
• Octiv
• Cvent
• Adobe CS6
• HTML/CSS
• Sketch
• Expensify
• OpenAir
• Basecamp
• Trello
• Smartsheets
• SharePoint
• Google Docs
• Basic Linux-based server backend
• Intermediate knowledge of the Russian language
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2008 | Degree: Bachelor of Science | Subject: Advertising | Institution: University of Illinois at Urbana-Champaign |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2022 to Present | Employer: Undisclosed | Title: Customer Success Executive | Department: |
Responsibilities:Responsible for complementing innovations, capabilities and customer success methodologies for key strategic customer accounts in the Strategic Central region, thereby driving higher business value and executive alignment between Company and Strategic customers. Drive adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management Led monthly and quarterly business reviews with C-Suite to ensure business value of product is being continuously met Primary customer point of contact post-sales, throughout customer lifecycle and assume customer adoption responsibility and critical issue management role Foster a trusted advisor relationship with customers to drive product adoption and ensure customers are using solution to achieve full business value Collaborate with Account Executives and Solution Engineers to craft account and renewal plans based upon the business and technical outcomes of customers, in addition to identifying net new sales opportunities Pair with internal teams such as product management, support, professional services and developer advocacy to educate customer on new features, releases, risk mitigation and project timelines Key member of internal customer success enablement teams that oversaw new initiatives for entire customer success organization |
|||
| Years | Employer | Title | Department |
| Years: 2021 to 2022 | Employer: VMware | Title: Senior Strategic Customer Success Manager & Healthcare Customer Success Lead | Department: |
Responsibilities:Dual role that allowed for strategic oversight and pursuits across all enterprise regions as they relate to customer success by partnering with solutions, sales and customer success leadership, as well as the customer success leader for the healthcare vertical for the Modern Applications Business Unit that oversees all healthcare customers from onboarding to renewal. Oversaw creation of healthcare vertical by aligning priorities with sales and solutions teams to identify need for verticalization Led team of 4 Customer Success Managers in newly established vertical by appropriately staffing Customer Success Managers on high-touch accounts Paired with Regional Sales Director to accurately forecast the vertical’s fiscal quarters and years with an eye for renewals Responsible for customer renewals from quoting, upsell products, to working with internal deal management & customer procurement on early and on-time renewals Collaborated with Account Executives and Solution Engineers to understand the business and technical outcomes of customers with regards to VMware technologies sold in a pre-sales and post-sales role Internal group member and leader for working groups supporting new SaaS products, SaaS outcomes, and SaaS consumption trends and collection Paired with Customer Success enablement team to ensure quality documentation, enablement training and internal process are up-to-date and broadcast to entire Customer Success organization in a timely manner Mentored new hire Customer Success Managers as they onboard for their first 3 months across entire enterprise |
|||
| Years | Employer | Title | Department |
| Years: 2018 to 2021 | Employer: Pivotal/VMware | Title: Customer Success Manager | Department: |
Responsibilities:Responsible for the coordination and execution of services delivery and product adoption for key strategic customer accounts in the Central region. Build relationships with various stakeholders at all levels, both internally and externally, with the goal of overall customer success and adoption of VMware software. Understood what customers value and what is needed for VMware to succeed in an account; assess, clarify, and help validate customer needs on an ongoing basis Synthesized disparate observations and data to provide objective assessment of account health, with a focus on driving a renewal strategy and plan to retain and grow customer’s commitment to VMware Listened and acted on the needs of customer developers and development teams as they relate to VMware products by co-leading developer workshops and outreach interviews at the customer site Collaborated closely with customer platform team to ensure success of PCF within the organization Facilitated cross-functional meetings (including developing agendas, facilitating discussion and tracking follow-up actions), between external customers & internal VMware teams that include high-level customer business reviews Managed a variety internal relationship (e.g., account executives, executive sponsors, delivery teams, etc.) and tactically orchestrate activities between groups to resolve issues and move program forward Paired with internal Customer Success Managers to create and maintain working group practices such as 90-day onboarding for new customers and best practices for a quarterly business review |
|||
| Years | Employer | Title | Department |
| Years: 2017 to 2018 | Employer: Red Hat | Title: Project Manager | Department: |
Responsibilities:Conducted all project management functions to ensure schedule, cost, resource and quality goals are achieved, including project scheduling, estimating, forecasting, risk management, communications, change management and financial performance. Collaborated with internal consultants and architects to create epics and user stories based upon SOW tasks that ensure client delivery throughout the project Made recommendations and influence outcomes regarding necessary changes on deliverables Facilitated close collaboration with the client product owner and client project sponsor Served as liaison between technical and non-technical teams and vendor/subcontractor organizations to ensure all project targets and requirements are met Coordinated cross-functional team meetings (support, finance, sales and resource management) Collaborated with the Resource Management Office (RMO) to manage project staffing requirements Acted as a point of communication between the Consulting team and the Project Accounting team Supported accounting activities as required, including forecasting and budgeting of T&M and FFP contracts Reported on the status, issues, key activities, and any changes to the overall program to internal and external stakeholders using project metrics and burn down reports Conducted project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities. This includes completing a post-implementation review to identify areas of improvement Assisted the Operations team with procuring subcontractors when needed Acted as a mentor for scrum processes and values for clients |
|||
| Years | Employer | Title | Department |
| Years: 2013 to 2017 | Employer: SpotMe | Title: Program Manager | Department: |
Responsibilities:Oversaw a team of Project Managers, ensuring completion of all activities and iterations made relative to budget, timeline, scope, quality and the required business requirements. Provided knowledge and expertise of software to key client relationships that lead to new and repeat business. Reviewed program plan to determine timeframe, funding requirements, procedures for accomplishing program, staffing requirements and allotment of available resources Partnered with General Manager, Product Management and Development teams to drive the definition of initiative scope of the software Managed escalation of risks and issues based upon program timeline and proposed alternative solutions to internal and external stakeholders Influenced internal and external decision makers to clear project issues and roadblocks Reviewed project scope statements prepared by Project Managers and modified schedules and plans as required Drafted, edited and delivered proposals and contracts based upon client objectives and created visual elements that supported event theme Closely monitored customer satisfaction reviews and made corrective actions Traveled on-site to manage all meeting requirements and onsite staff |
|||
| Years | Employer | Title | Department |
| Years: 2010 to 2013 | Employer: INXPO | Title: Project Manager | Department: |
Responsibilities:Responsible for leading the production and delivery of online events as well as creating and managing project scope and objectives, defining and managing detailed project plans, schedules and communication plans. Managed multiple client accounts from end-to-end production and worked directly with customers, sponsors and exhibitors to create unique and complex online environments Identified customer needs, solution design, implementation, ongoing solution adoption and expansion of product usage with assigned accounts Lead a group of Associate Producers in daily production activities that further developed client environments Created reports based on user metrics for clients and presented analytics to internal and external stakeholders Performed quality assurance checks for client environments and tested solution sin correlation with development team efforts |
|||
| Years | Employer | Title | Department |
| Years: 2008 to 2009 | Employer: Articulate Promotions | Title: Project Manager | Department: |
Responsibilities:Increased revenue by $150,000 over the previous year in the 3rd quarter of 2009 by meeting and exceeding all client expectations, personally seeing each project from point of sale through stakeholder acceptance. Lead the planning of thirty projects per month with a focus on customer satisfaction and an eye on profitability Facilitated the definition of project scope, goals and deliverables and developed full scale project plans. Developed constructive and cooperative working relationship with internal and external stakeholders and maintained them over time Generated lists of potential clients and created direct marketing pieces, which were sent to over 2,000 companies and event planners to tap into new markets Supervised and trained a team of seven interns and directed an event staff of over 100 |
|||
Career Accomplishments
| Licenses / Certifications |
|---|
| SKILLS & CERTIFICATES: • Okta Professional • Okta Administrator • CCSM Levels 1-4 • SAFe 4.0 Agilist • Gainsight • CF CLI • Microsoft Office Suite • SalesForce.com • Pivotal Tracker • Jira • Rally • Oracle • PSA • Concur • Octiv • Cvent • Adobe CS6 • HTML/CSS • Sketch • Expensify • OpenAir • Basecamp • Trello • Smartsheets • SharePoint • Google Docs • Basic Linux-based server backend • Intermediate knowledge of the Russian language |