Customer Success Resume

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Career Journey

10+ Years of Experience | Timepath | Timepath

Career Summary

Dear Recruiters,

I am tremendously interested in Customer Success Roles with growing companies. I am confident my education, desire, and experience positions me as a perfect candidate for CSM roles in any industry. Being a tech savvy professional who has excellent interpersonal skills, I am certain I would make a valuable addition to your organization.

With more than 10 years experience operating, selling, and supporting Microsoft technology products and services, I am adept in customer-relationship management, identifying value-added services, establishing win-win agreements, and aligning products to business needs. With this background, I am well-experienced in engaging new clients, negotiating services, and giving presentations to prospective customers. Moreover, while my on-the-job experience has afforded me a well-rounded technical skill set, I excel at:

• Coordinating creative development with customers and partners.

• Supporting clients 24/7 to ensure all needs are met.

• Overseeing simultaneous projects and responding to changing requirements.

• Communicating with individuals and groups.

As a previous Customer Success Account Manager for Microsoft Corporation, I have experience working with multiple customers and projects at once. It was my job to make sure I developed strong relationships with my customers and coworkers, ensuring I understood their needs and was able to offer unique and innovative solutions to their problems.

In addition to my experience and personal qualities, I have a solid educational foundation and a passion for professional and personal growth. I am extremely enthusiastic about Cloud-First initiatives and would welcome the opportunity to contribute to your profitability, delivery, and support of your services.

Please review the following resume and supporting documents and industry certification courses scheduled to prepare and better execute the responsibilities of a Customer Success Manager.

Thank you for your time. I look forward to discussing this further at an interview.

Recommendation Letter from Michele Sturges - CSAM at Microsoft (pdf)

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Bachelor of Science Business Administration, IT Management

Program Information

Start date: September 1st, 2018.

Expected graduation date: 2025 or earlier.

Key Subject Areas

Information technology and business management courses include:

  • Economics
  • Project management
  • Organizational behavior
  • Change management
  • Network and security
  • Information systems management
  • Data management
  • Human resources
  • Quantitative analysis for business

Degree Description

WGU’s online business information technology management degree program includes coursework in key areas like management and leadership, business, networks and security, and information systems management.

These information and technology skills will be vital in helping Geoff mesh important business and IT strategies to help organizations thoughtfully utilize technology.

See Program Details

Competency-Based Degree

The Bachelor of Science in Business Administration with a Major in Information Technology Management is a competency-based program that prepares graduates for careers in a variety of businesses involving the management of information technology resources and information technology professionals.

Graduates with a major in Information Technology Management will combine a set of general business competencies with a set of in-depth competencies from the field of ITM.

These competencies align with a variety of positions such as IT project manager, director of customer service, data center manager, or equivalent positions.

B.S. Administration of ITM - Program Guide (pdf)Download

Career History

Core BTS, Indianapolis, Indiana

Client Success Manager
Mar 2022 - Present
Short summary: Responsible for driving digital transformation outcomes for 20+ clients.

Skills and Technical Acumen

Skill, definition, and proficiency

Update 01.27.22
Please note the list below will be transformed into a Skills Matrix, including interest and level of competency.

Skills:

  • Communication with the customer
    • Identifying and establishing rapport with individuals in various roles
    • Identifying customer expectations, values and desired outcomes at each of the different roles/levels
    • Negotiating and reaching agreement with the customer on goals, objectives, timing, and metrics

Knowledge:

  • Agile
  • Change Management
  • Native English
  • ITILv3 Foundation
  • Domain and DNS Setup and verification
  • Azure Active Directory setup
  • Operating System troubleshooting - Android / iOS, Windows, Mac OS

Tools:

  • Slack
  • Zendesk
  • Office 365
  • Salesforce
  • Google Streak CRM
  • Microsoft Teams
  • Microsoft SharePoint
  • Microsoft Power Platform
  • Windows
  • Outlook
  • Exchange Online
  • Dynamics CRM
  • Power BI

Certificates and completed courses

Career History

Microsoft Corporation, Bellevue, Washington

Customer Success Account Manager
Sep 2019 - Nov 2021
Short summary: Responsible for driving digital transformation outcomes for 13+ Microsoft Enterprise and SMB customers delivering over 1M in yearly revenue.

Key Achievements:

  • Accountable for managing Portfolio Delivery planning and execution within customer agreements. Prioritized and executed programs that drove supportability, consumption, and operational health, to generate 10% increase in renewal growth during a global recession.
  • Team leader for using marketing resources to gain customer insight – orchestrated exposure to 13 Customer Success Account Managers, generating leads and insights to fill service pipeline gaps.
  • Reduced average monthly support incident rate by 35% for 2 high volume customers by leading collaborative ITIL problem and incident management workshops with Support Engineers and Incident Managers.

SmallNetworks, Greater Seattle Area, Washington

Senior Support Engineer
April 2019 - September 2019
Short Summary: Responsible for providing communications and infrastructure services to small office customers in the Seattle area.

Key Achievements:

  • Consulted with small business partners regarding their IT needs and acted as a sales and training liaison.
  • Collected customer feedback to maximize effectiveness, improve service response times, and inform overall business strategy.