Mark Doberenz
Customer Success Manager @Acumatica
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WORK HISTORY
Customer Success Manager @Acumatica
My duties will include:• Manage my territory of partners to achieve world-class NPS/CSAT scores, Renewal, and Add-on metrics• Contribute to Customer Success Best practices• Coach and teach our partner’s customers success managers (P-CSMs) how to excel at customer success• Manage Customer escalation issues and coordinate across departments to final resolution• Manage renewals and add-ons via P-CSMs• Assist with policy and license questions• Drive customer satisfaction and NPS scores, both directly with customers and indirectly through partners, to reduce customer churn• Present training webinars in Customer Success areas you possess specific expertise• Recommend new policies, procedures, processes, and programs, or modifications to existing ones, to continually improve the customer experience and minimize customer escalations• Manage some of the few direct customers we have, to practice what we teach, and to help us refine our best practices and training• Advocate for the customer in financial, product, and other matters to fulfill our customer bill of rights promiseThe Acumatica ERP system delivers adaptable cloud and mobile technology with a unique, all-inclusive user licensing model. Acumatica provides a complete real-time view of your business anytime, anywhere, on any device. Through our worldwide network of partners, Acumatica ERP provides a full suite of integrated business management applications, including Financials, Distribution, Project Accounting, and CRM, as well as separate Field Service Edition, Commerce Edition, Manufacturing Edition, and Construction Edition. There is only one true Cloud ERP platform designed for mid-sized customers: Acumatica.
EDUCATION
Portland State University
Sportsmedicine- Athletic Training
Abilene Christian University
Sportsmedicine
Concordia Portland Alumni & Friends
Bachelor's of Science, Business Administration
Mt. Hood Community College
General Studies
SKILLS
ABOUT MARK DOBERENZ
20 years of sales experience in providing software solutions and consulting services to enterprise and mid-market accounts in a diverse set of industries across a wide range of geographical territories.• Sold Multiple ERP solutions; both Discrete Manufacturing industries such as auto equipment, electronics, medical devices, and aerospace/aviation, and in Process Manufacturing like food & beverage and metal fabricators who must comply with regulatory requirements such as lot traceability, quality management, and engineering change management. Firm grasp on both On-Premise, and Cloud-based solutions and the advantages of each.• Sold Association Management Software for two years to credit unions, universities, non-profit organizations, and associations.• Successful in building Net New business, securing customer loyalty, and building relationships through the \"Trusted Advisor\" role with key clients.• Consistently increasing responsibilities in new account development, customer needs analysis, solution demonstrations, company presentations, negotiation, and strategic account management execution.• Has managed enterprise and mid-market accounts in NFP, healthcare, banking, utilities, government, retail, transportation, energy, environmental, steel, manufacturing, and higher education.• Proven ability to develop strategies to attain sales goals by implementing sales methodologies, opportunity qualification, product campaign, new business development & maintenance, problem-solving skills, and territorial management.• Ensured that my customers derive maximum value and utilization from our products and services such that they renewed, expanded, and became advocates for us in the marketplace.• Product Line Leader in Renewal LTCs (Long Term Contracts) • Ensured day-to-day customer requests and issues are handled in a thoughtful, urgent manner.• Effectively leveraged support resources in the sales process with the spirit of teamwork and cooperation.• Excellent communication skills with the ability to connect quickly.• Salesforce.com Experienced User.• Bachelor of Business Administration with a Concentration in Marketing.Skills Include:C-Level/Executive Presentations Challenger Sales MethodologyStrategic Sales Development Trusted AdvisorEnterprise Software Sales Contract Negotiation Sales-Cycle Management Professional ServicesManagementMulti-$M Sales Account Management Sales Forecasting RFP ResponseSalesForce.comMicrosoft OfficeMicrosoft ExcelMicrosoft Word
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