Scott M.

About Scott M.

Proven senior experience in customer success, account management, business development, and IT consulting. Specialties:• Relationship Management• Account Management• Customer Success • Customer Service• Product Adoption• Customer Retention• Sales• Account Revenue Expansion• Quarterly Business Reviews• Enterprise Software• SaaS • Negotiation• Solution Selling • Business Development• Consulting• Project Management • Training• Business Acumen • Business Analysis• Technical Acumen• International Work Experience (Australia and New Zealand)• Salesforce.com

Experience

1. Senior Customer Success Manager

   Convoso

   Jan 2017 — Present · Los Angeles, CA, US

   Serve as primary customer contact to drive customer business objectives, satisfaction and revenue growth• Responsible for the customer lifecycle including sales demo/discovery, onboarding, adoption, training, expansion, retention, and renewal • Maintain a ~94% retention rate with responsibility for $7M+ ARR • Average 11%+ year-over-year growth across account portfolio• Consistently meet or exceed assigned key metrics including account expansion, client health, usage, engagement, financial health and customer sentiment• Ensure strong customer retention levels and renewals through effective relationship management and delivering of white-glove service excellence• Provide timely account reviews/optimizations to highlight critical results, metric analysis, and demonstrated value while emphasizing ROI • Interview, coach and mentor CSM new hires • Develop standardized and scalable policies and procedures to improve internal and customer facing experiences• Evaluated, selected and implemented key applications for customer success department including customer success management platform (Amity) • Created and operationalized CSM department metrics, reporting and scorecard • Developed CSM engagement tasks, related schedules, and playbooks for customer lifecycle

Education

• Santa Clara University

  MBA, Marketing

• San José State University

  Bachelor of Science, Information Technology

Skills

• Crm
• Business Development
• Saas
• Management
• Enterprise Software
• Leadership
• New Business Development
• Sales Operations
• Marketing Strategy
• Marketing
• Sales
• Lead Generation
• Consulting
• Strategy
• Outsourcing
• Sales Management
• Account Management
• Team Leadership
• Sales Process
• Customer Service
• Business Analysis
• Solution Selling
• Mergers
• Salesforce.com
• Entrepreneurship
• Mergers & Acquisitions
• Start-Ups
• Business Strategy
• Finance
• Social Networking
• Direct Sales
• B2b
• Strategic Partnerships
• Cold Calling
• Contract Negotiation
• International Sales
• Consultative Selling
• Contract Negotiations
• Competitive Analysis
• Customer Relations