Bob Hesseltine

About Bob Hesseltine

As an experienced Customer Success Manager, I excel in nurturing enterprise accounts to their fullest potential. With a strategic approach, I guide customers in fully leveraging their products through expert guidance and robust support. My career has encompassed diverse customer-centric roles, including pre-sales, professional services, managed service, technical account management, customer advocacy, and critical account management. This breadth of experience has honed my ability to enhance customer satisfaction and loyalty consistently.In my recent role as a Strategic Customer Success Manager, I managed major enterprise accounts, achieving top revenue leadership by driving core growth initiatives and strategic plans for long-term success. My efforts led to maintaining 100% customer retention and renewal rates, reflecting my dedication to account excellence and effective cross-functional team collaboration. I have a talent for developing training and onboarding materials, improving processes, and deeply understanding the software I support. My engineering mindset and business acumen enable me to provide customers with timely and honest feedback, ensuring transparency and building trust.Throughout my career, I have led and collaborated with cross-functional teams to design and execute customer success programs, optimize onboarding and adoption processes, and deliver value-added solutions. By leveraging my CRM and business analysis skills, I identify customer needs, provide insights, and ensure alignment with customer goals. I am passionate about transforming customer experiences, driving change, and fostering collaboration for well-rounded program execution. My core competencies include customer success, retention, empathy, change control management, and performance analysis, making me a valuable asset in driving business growth and customer satisfaction.

Experience

1. Senior Customer Success Manager

   FourKites, Inc.

   Nov 2024 — Present · Chicago, IL, US

   Own overall customer relationships, ensuring increased adoption, usage, retention, and satisfaction. Serve as a trusted strategic advisor, guiding customers to maximize the value of FourKites\' solutions. Partner with customers to define critical goals and key performance indicators, driving measurable success. Conduct quarterly Executive Business Reviews (EBRs) to align on progress, challenges, and growth opportunities. Identify whitespace opportunities and collaborate with Sales to drive upsells and expansion. Advocate for customer needs internally, working cross-functionally with Product, Engineering, and Support teams. Proactively manage escalations, providing timely resolutions and maintaining customer trust. Drive customer advocacy through engagement, relationship-building, and strategic value alignment. Manage a portfolio of the top 20 enterprise customers in logistics and supply chain, achieving 95%+ retention rate. Lead high-impact EBRs with C-level stakeholders, aligning FourKites’ solutions with business objectives. Increase platform adoption by 40% through strategic engagement, training, and customized success plans. Identify and develop upsell opportunities, contributing to a 20% increase in annual contract value (ACV). Successfully mitigate escalations and improve response times, reducing churn risk by 30%. Partner with Product teams to influence roadmap decisions based on customer feedback.Enable key logistics clients to optimize real-time visibility, leading to a measurable reduction in operational costs.Obtained United State Postal Service Clearance

Skills

• Enterprise Software
• Enterprise Architecture
• Xenserver
• Solution Architecture
• Disaster Recovery
• Vmware Esx
• Vmware Infrastructure
• Virtualization
• Data Center
• Professional Services
• Vsphere
• Terminal Services
• Networking
• Hp
• System Deployment
• Servers
• High Availability
• Vmware
• Storage
• Consulting
• Server Architecture
• Itil V3 Foundations Certified
• Xenapp
• Telecommunications
• Project Management
• Provisioning
• Desktop Transformation
• Pre-Sales
• Citrix
• Vdi
• Infrastructure
• Hyper-V
• Xendesktop
• Technical Writing
• Storage Area Networks
• Citrix Metaframe
• Cloud Computing
• San
• Microsoft Technologies
• Edgesight