Randall B.

About Randall B.

As a success-driven Customer Success Manager, I bring an extensive background in providing exceptional customer service for Fortune 500 companies. With a proven track record of resolving complex issues, ensuring customer satisfaction, and cultivating positive relationships, I excel in problem-solving, communication, and stakeholder management. Throughout my career, I have successfully navigated challenging customer situations and resolved escalated issues. My expertise spans customer success management, sales and account management, customer engagement, client acquisition and retention, project management, training and onboarding, product management, consultative selling, tech implementation, change management, digital marketing operations, and strategic planning and execution. In my previous role as a Customer Success Escalation Manager, I collaborated with renowned organizations including Amazon, Thermo Fisher, MetLife, and Amgen. I adeptly facilitated smooth system migrations and leveraged various Adobe products and processes. Demonstrating my ability to handle complex scenarios, collaborate effectively, and prioritize customer satisfaction. Under my leadership, I successfully guided a global team dispersed across different countries to transition 40 organizations, encompassing 35 educational customers and five commercial customers to a new platform. This involved managing a large user community of 16.5 million individuals. Moreover, I firmly believe that my experience and strong work ethic set me apart in this highly competitive industry. I am always eager to explore new opportunities and embrace new challenges to apply my knowledge and skills. For any further inquiries or concerns, please do not hesitate to contact me via the provided email or connect with me directly. Email: r••••••••@gmail.com

Experience

1. Customer Success Manager - Escalation

   Adobe

   Dec 2022 — Present

   Leverage diverse Adobe products and processes by partnering with 500 Fortune companies,including Amazon, Thermo Fisher, MetLife, and Amgen, in facilitating seamless system migrations. Successfully transition 40 organizations comprising 35 educational and 5 commercial customers with a large user community of 16.5 million, from Tier 1 to Tier 2 platform b mentoring and leading global teams from Australia, India, Japan, New Zealand (APAC), the United Kingdom, and the United States. Reduce escalation rate by 37% by assessing and studying consumer health and surge trends, resolving migration concerns and issues, and designing innovative systems to boost management. Exceed customer expectations and deliver timely update reports regarding resolution strategies through external communication channels to senior management. Bolster credibility through prompt action and unwavering responsiveness during account escalations by cultivating a culture of compliance and seamless communication across C- level executives to front-line administrators. Advise senior leadership on process improvement plans to enhance the customer experience, optimizing escalation management frameworks, processes, protocols, dashboards, and guidelines thoroughly.

Education

• Utah Valley University

  Bachelor of Business Administration - BBA