Craig Tomlin
Lead Customer Success Manager @OpenText
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WORK HISTORY
Lead Customer Success Manager @OpenText
Waterloo, ON, CA
Ensure that strategic customers gain maximum value and meet key business objectives with OpenText products. Work with stakeholders to nurture and develop strong relationship with named customer accounts. Coordinate and execute quarterly business reviews with customer accounts to ensure desired outcomes are delivered and customer satisfaction is at the highest levels. Manage escalations and ensure issues are brought to timely and satisfactory resolution. Develop strategies to improve NPS and overall loyalty and renewal rates.
EDUCATION
Fleming College
Cartography
Brock University
BA, Geography, Psychology
SKILLS
ABOUT CRAIG TOMLIN
Customer Success, Account Management, Professional Services, Technical Support and Project Manager with 15+ years of experience leading teams on enterprise software deployments. Strong technical aptitude, approachability, customer relationship building, sales and business development, and leadership roles. Key accomplishments, include building and developing customer success and professional services teams (tools and processes), as well as facilitating development of channel partner support/sales teams.Work Experience:Customer Success - Develop and nurture positive customer relationships to drive adoption and outcomes leading to renewals, expansion for large key accounts.Project Management – I have successfully managed many types of projects, from small single site installations to large complex cloud-based software implementations for nationwide, mission critical cloud-based solutions.Team Building – staff hiring, coaching and mentoring.Contracts/Agreements - Developed and defined Support contracts and SLAs for subscription based product offerings. Developed and implemented new professional services program and processes for startup.Business Process Improvements – define new processes/tools to eliminate inefficiencies, and reduce costs.Training – Many years of experience developing educational technical product content and delivering instructor-led technical training courses in a classroom environment.Sales – Strong technical background, combined with my ability to gather requirements and understand a prospect’s business problem, translated into doubling sales targets on a year over year basis.
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