John Burker
Senior Customer Success Manager | Global Enterprise Software SaaS | Agentic AI
- Role
- Senior Customer Success Manager at Resilinc
- Location
- Fort Myers, FL, US
- LinkedIn followers
- 500 followers
About John Burker
Senior Customer Success Manager and Client Success Manager with 11 years of experience owning the entire customer lifecycle managing portfolios of Fortune 500 customers. MBA graduate with 3 years of Software-as-a Service (SaaS) experience, including Agentic AI products. My core competency is the ability to \"see the bigger picture\" by aligning success plans and cross-functional resources that fit the customers\' current state of maturity and strategic business goals and objectives Skills & Expertise Customer Success & Revenue· Success Planning & Implementation, Health Monitoring, Retention & Expansion · Executive Business Review (EBR/QBR)· Value Realization & ROI Quantification Customer Adoption & Delivery · User Onboarding & Enablement· Risk Identification & Mitigation, Churn Risk Reduction · Product Adoption & Usage Analytics Tools, Platforms, Software· Gainsight, Planhat, Power BI · Jira, Freshdesk · NPS / CSAT/VoCLeadership & Communication· Executive Stakeholder Management · Cross-Functional Collaboration· Mentorship & Talent Development
Experience
Senior Customer Success Manager
Jun 2022 — Present · Fort Myers, FL, US
Resilinc, the market leader of supply chain risk and compliance solutions (Software SaaS), helps companies worldwide navigate the complexities and uncertainties of global supply chains. Our Agentic AI powered platform, combined with supplier-validated data, empowers organizations to anticipate, mitigate, and swiftly respond to disruptions with pinpoint accuracy, protecting continuity of supply.In my role as a Customer Success Manager and Project Manager: •Managed customer portfolio acting as a trusted advisor for the entire customer lifecycle of onboarding, implementation, adoption, retention and expansion. Includes customer contract renewal and upsell•Developed and executed customer program success plans and project plans with measurable, quantifiable outcomes aligned to strategic goals in supply chain risk and resiliency•Monitored customer health utilizing VoC/NPS/CSAT customer health scores and product usage analytics to proactively identify trends, risks, challenges, and user adoption improvement opportunities •Conducted regular program/project consultation meetings and Executive Business Reviews (EBR) with senior stakeholders and their teams ensuring customers are on track towards renewal and upsell. • Partnered cross-functionally with Sales, Marketing, Product, Engineering, Data, Technical Support, and Expert/Professional Services to resolve issues, accelerate adoption, and deliver customer value with milestone-based roadmaps that included net-new and upgraded software product features and capabilities• Mentored new hires and supported Customer Success implementation and enablement initiatives
Education
Florida Gulf Coast University
Master of Business Administration - MBA
Commonwealth University-Bloomsburg
Bachelor of Science Business Administration (B.S.B.A.), Management, Business Administration and Management, General
2010 — 2014
Skills
- Management
- Inventory Management
- Continuous Improvement
- Research
- Public Speaking
- Event Planning
- Leadership
- Teamwork
- Microsoft Word
- Marketing Communications
- Marketing Management
- Promotions
- Microsoft Office
- Sales
- Goal Oriented
- Powerpoint
- Microsoft Excel
- Social Media
- Advertising
- Marketing
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