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Try It Now, FreeCustomer Success Managers are responsible for developing and maintaining relationships with customers to ensure customer satisfaction and to foster loyalty. You should emphasize your experience with understanding customer data, developing customer success plans, and managing customer success initiatives on your resume. Also, include the successful outcomes of customer success initiatives such as customer satisfaction scores and reduction in turnover rate to demonstrate your success in the field. Be sure to showcase your customer-centric approach and your ability to communicate and collaborate with customers effectively.
Michael Chen
michael@chen.com
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(233) 633-7827
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linkedin.com/in/michael-chen
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@michael.chen
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Customer Success Manager
Industry-experienced Customer Success Manager with over four years of experience spearheading customer success and retention initiatives. Demonstrated history of increasing customer onboarding success rate by 15%, customer satisfaction scores to an all-time high of 93%, and decreasing customer churn rates by 20%. Responsible for identifying customer training needs and improving product utilization, resulting in a 12% increased customer adoption rate.
WORK EXPERIENCE
Customer Success Manager
3/2022 – Present
ACN South
- Spearheaded the development of over 700 customer success plans, resulting in an increase of customer onboarding success rate by 15%.
- Designed and developed a customer feedback survey program which generated an aggregate of 5,500+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93%.
- Created tailored customer success webinars resulting in a 10% increase in product utilization by existing customers.
Customer Service Manager
3/2020 – 3/2022
Elemental Designs
- Developed and managed multiple product-related dashboards and performance metrics, resulting in a decrease of customer churn rate by 20%
- Implemented new processes and customer success policies, which improved customer problem resolution time from 24-48 hours to 4 hours
- Trained and educated over 3,800 new and existing customers on product utilization best practices, resulting in an increased product adoption rate of 12%
Customer Support Manager
3/2019 – 3/2020
Aurora Dynamics
- Managed over 1,000 customer support resolutions with ease and confidence, leading to an improved customer satisfaction score of 91%
- Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies
- Developed custom training and education materials which established a more seamless onboarding process, reducing learning curves and increasing customer loyalty
SKILLS & COMPETENCIES
- Customer Relationship Management
- Customer Analysis and Insights
- Customer Training and Education
- Performance Metrics and Dashboarding
- Problem Resolution and Escalation
- Process Improvement and Implementation
- Strategic Planning and Product Utilization
- Data Collection and Reporting
- Onboarding and Support Strategies
- Continuous Learning and Professional Development
- Communication and Interpersonal Skills
- Project Management and Time Management
- Creative Solution Design and Execution
- Organizational and Leadership Skills
COURSES / CERTIFICATIONS
Certified Customer Success Manager (CSM)
10/2022
Customer Success Association
Education
Bachelor of Science in Business Administration
2016 - 2020
Stanford University
Stanford, CA
- Business Administration
- Marketing
