Sheryl King Hartman
Lead/Senior Customer Success Manager
- Role
- Lead Senior Customer Success Manager at SmartBear
- Location
- Boise, ID, US
- LinkedIn followers
- 500 followers
Experience
Lead Senior Customer Success Manager
Aug 2023 — Present
Promoted as Sr/Lead Customer Success Manager and in a Coach/Player role. As a Lead CSM, tasked with continued development of a Customer Success Program & Processes using the Value Realization perspective. Develop a full new product onboarding playbook that included reading special resource materials to assist in development. Provide assistance in developing a customer segmentation plan for division of customers. Other job duties include building relationships with customers and identify risk, of Customers who are in the Enterprise category. Developed a linked in Learning training package for CSM new hires. Trained new hires on the process and procedures of customer success. Have one direct report, who I have managed, coached and trained with no previous experience as a CSM. That person continues to report to me currently and has seen success in saving several hundreds of thousands of dollars in business. I continue to work as a CSM player developing relationships, working on special migration projects with severe customer risk, for multi-million-dollar accounts. Work as Customer Success Manager, tasked with developing a New Customer Success Program & Processes using the Value Realization perspective. Creating a customer journey, playbooks and presentation templates to compliment the customer journey. Assisted Management to determine a customer segmentation and disbursement of the book of customers for each CSM. Other job duties include building relationships with customers and identify risk, support Customers who are Enterprise. Assisting customers in realizing the value of SmartBear by identifying and completing specific value realization documentation. Supporting and working with Sales, Sales Engineers, Sales Management, Support Engineers, Product-Management & Engineering to provide solutions to the customers issues & concerns.
Education
Illinois State University
Bachelor of Science (BS), Graphic Design
1986 — 1990
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